[Resolved]  Reliance Bigtv — Faulty set top box, horrible customer service

Address:

New Delhi, Delhi, 110091

My set top box refuses to turn on, and i have raised a complaint for it last week. Despite repeated followups at you call center, i have not received any call or visit from technician and tv continues to remain dormant. Please note, this is the second time this has happened in a span of one month, and third time since this year.

Everytime, it takes more than 2 weeks for the set top box to be replaced. On both occasions i had to call and email multiple times, (10+) to get the customer service wheels rolling.

I request you to

A) look into this issue and replace my faulty set top box at the earliest. It has been more than a week since i have raised complaint.

B) provide a better quality set top box and service, so that it wont conk off every 15-20 days as has happened this time.

C) credit the account balance for all the time this year, my set top box was faulty, and i was left waiting due to poor customer service, yet being charged for watching a blank tv screen.

D) upgrade your call center system. Whenever i call you center on[protected], in 9 out of 10 cases, the sustomer care rep asks me to call later as systems are down. This is after i have waited more than 5 minutes in queue to speak to a person. First of all, for company like yours, system downtime or technical faults at your side is highly inexcusable. And secondly if systems are down, why should a customer have to wait for 5-10 minutes and not be informed via recorded message right at the beginning.

As you can see from my subscription history, i have been your customer since more than 5 years, but now i am inclined to go to another dth service as i have been facing undue difficulties in dealing with your lax customer service.

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