[Resolved]  Reliance Communications Limited — Customer Service Encouraging customers to part ways..

Address:

New Delhi, Delhi

On Wed, Oct 30, 2013 at 1:37 AM, ankur sharma <> wrote:
TO WHOM SO EVER IT MAY CONCERN

I am writing this email as I want to express the frustration and dissatisfaction in trying to get a very simple issue resolved. I really don't know if you are an employee of a Reliance or just another service center team but I am hoping that this email might reach the right group who can look into the beyond mediocre level of customer service provided by the support staff.

here is my issue in brief:
- I am getting my house renovated and have moved to a team house which is less then a 100 meters from where my existing internet connection is setup.
- I have been trying to get my connection shifted but all I am being told is that the service to my new location is not available and the only option I have is that I should place a request to deactivate my connection.

NOW THINGS BECOME INTERESTING
- I have a sticker posted next to my door (the house where I have moved now). I call on that number to inquire about a new connection, I ask if there is availability of service here (why else would the sticker be posted), and SURPRISINGLY I am told that YES SERVICE IS AVAILABLE and connection can be setup as soon as possible.
- I also came to know that the house next to mine already has a working Reliance wired Connection. Another one which is 10th house from mine has a Reliance Wired Connection.

NOW COMES THE SAD AND FRUSTRATING PART
- Not only have I communicated this information again and again over the email (if you read the chain mail) and over phone to the customer care reps, still it feels like all your support staff is trying to do is close the ticket.
- The two email replies that I received from your support staff, Clearly portray that the emails are just a copy paste of a standard template and no one actually even cared to read what I had to say.
- The first email reply requested me to not go for deactivation, where as I never mentioned anywhere that I want to discontinue my relationship with Reliance but was specifying the very thing being forced on me by the support teams.
- The last email reply told me that the service is not available in the area where as I specifically mentioned that the house next to mine has one.


I AM WITHOUT AN INTERNET CONNECTION FOR LAST 10 DAYS NOW AND I HAVE RECEIVED THE BILL FOR THIS MONTH WHICH HAS CHARGES FOR THESE 10 DAYS AS WELL SINCE MY CONNECTION IS STILL ACTIVE.
SPENDING Rs1500 FOR A NEW CONNECTION IS NOT AN ISSUE FOR ME. BUT ALL THAT I AM ASKING FOR IS SOME HONESTY AND PROFESSIONALISM. I ALSO WORK IN TELECOM SECTOR () AND I KNOW IF THERE ARE ACTIVE CONNECTIONS LEFT AND RIGHT OF MY HOUSE, THERE IS NO WAY MY HOUSE WOULD NOT HAVE A COVERAGE..

I MIGHT END UP APPLYING FOR A NEW CONNECTION AND GETTING THAT UP AND RUNNING AS ITS ONE OF MY WORK REQUIREMENTS BUT PLEASE BE INFORMED. IF I HAVE TO DO THAT, I WILL MAKE SURE THAT I DO NOT RECOMMEND RELIANCE ANYWHERE (WORK AND ELSEWHERE)


My details are as follows:
CAF no.:
Subscriber ID/s:
ANKUR SHARMA
Contact:


[protected] Forwarded message[protected]
From: ankur sharma <>
Date: Tue, Oct 29, 2013 at 10:40 PM
Subject: RE:'Reliance=[protected]' Customer Service Encouraging customers to part ways..
To: [protected]@relianceada.com

DO YOU EVEN READ THE EMAIL CUSTOMERS WRITE BEFORE TALKING ABOUT CUSTOMER SERVICE!!!
I MENTIONED THAT MY NEIGHBORS HAVE A RELIANCE WIRED CONNECTION..
4 HOUSES NEXT TO MINE HAS A RELIANCE CONNECTION..
I ALSO MENTIONED THAT YOUR SALES PEOPLE ARE READY TO SETUP A NEW CONNECTION AT MY PLACE..
THERE IS A STICKER POSTED AT MY GATE FOR RELIANCE CONNECTION..
WHAT KIND OF FRAUD IS THIS..
TELL U WHAT..
I AM FILING A COMPLAINT IN CONSUMER FORUM STATING THAT U R NOT SHIFTING MY CONNECTION BECAUSE U DONT WANT TO AND I WILL PROVE MY SELF RIGHT!!!
GO TO HELL..
On Oct 29, 2013 10:33 PM, "[protected]@relianceada.com" <[protected]@relianceada.com> wrote:
Dear Mr. Sharma,

This is with reference to your e-mail dated October 29, 2013 for your Reliance Broadband Subscriber ID , regarding shifting of connection.

The request regarding shifting of connection, registered with service request ID is resolved. As per the confirmation received from concerned team, at present there is no feasibility in your requested area of broadband connection, whenever we launch the same you will be notified through relevant media channels.

Further, we understand the inconvenience caused and take this as feedback to improve our service to meet your expectations.

Assuring you of our best services always.

Thank you for choosing Reliance.

Regards,

Vijay Pahuja
Officer-Customer Care
Reliance Communications Limited.

For additional product and service related information, you may contact us via any of the following means:
• Phone:[protected] from any phone (Toll free)
• [protected] from any phone.
• Email: [protected]@relianceada.com
• Website: www.rcom.co.in
Facing trouble connecting to your Reliance Broadband? Fix it yourself with Quick Resolve!
Simply log on to www.reliancebroadband.co.in and click on Utilities >> Quick Resolve to download!

You can also book your service complaints online at http://cnm.reliancecommunications.co.in/cnm/web/genTTCreation.jsp

Please note that your message will not be delivered if it exceeds the size limit of 5 MB per mail (including attachments).

Requesting you to create a shorter message (including attachments) with size less than or equal to the allowed mail limit in all your future communication.

The information provided is based on prevailing terms and conditions of the company, which are subject to change without prior notice.

This electronic message transmission contains information from Reliance Communications & is confidential or privileged.

The information is intended to be for the use of the individual or entity named above. If you are not the intended recipient, beware that any disclosure, copy distribution or use of the contents of this information is prohibited. If you have received the electronic transmission in error please notify us immediately.



-----Original Message-----
From: ankur sharma ()
Date: Tuesday, October 29, 2013 12:08 PM
To: [protected]@relianceada.com ([protected]@relianceada.com)
Subject: RE:'Reliance=[protected]' Customer Service Encouraging customers to part ways..

Mr. Ansari,
Thank you for your reply in noticing the issue however I want to make one point clear i.e. I did not mention anywhere that I want to or will disconnect my connection.
My concern was your support executives recommending me to disconnect my connection and seek other service providers instead of resolving my issue.
I m without a connection since 21st Oct and will wait for another 5 days hoping that my concern will be actioned and resolved.
On Oct 29, 2013 11:56 AM, "[protected]@relianceada.com" <[protected]@relianceada.com> wrote:
Dear Mr. Sharma,

This is with reference to your e-mail dated October 28, 2013 for your Reliance Broadband Subscriber ID , regarding service location change.

Your request is already registered vide Service Request ID (on 10/28/2013 at 12:30:26 PM) and one of our executives will contact you within 5 days after checking the feasibility for the requested place.

We request you to reconsider your decision for cancellation and give us an opportunity to resolve your issue.

Further, we regret for the unpleasant experience faced by you and assure you for our best service in future.

Be assured that we will do our best to resolve your concern.

Thank you for choosing Reliance.

Regards,

Sirajuddin Ansari
Officer - Customer Care
Reliance Communications Limited.

For additional product and service related information, you may contact us via any of the following means:
• Phone:[protected] from any phone (Toll free) or
• [protected] from any phone.
• Email: [protected]@relianceada.com
• Website: www.rcom.co.in
Facing trouble connecting to your Reliance Broadband? Fix it yourself with Quick Resolve!
Simply log on to www.reliancebroadband.co.in and click on utilities >> Quick Resolve to download!
You can also book your service complaints online at http://cnm.reliancecommunications.co.in/cnm/web/genTTCreation.jsp

Please note that your message will not be delivered if it exceeds the size limit of 5 MB per mail (including attachments). Requesting you to create a shorter message (including attachments) with size less than or equal to the allowed mail limit in all your future communication.
The information provided is based on prevailing terms and conditions of the company, which are subject to change without prior notice.

This electronic message transmission contains information from Reliance Communications & is confidential or privileged. The information is intended to be for the use of the individual or entity named above. If you are not the intended recipient, beware that any disclosure, copy distribution or use of the contents of this information is prohibited. If you have received the electronic transmission in error please notify us immediately.

-----Original Message-----
From: ankur sharma ([protected]@gmail.com)
Date: Monday, October 28, 2013 03:42 PM
To: [protected]@relianceada.com ([protected]@relianceada.com)
Subject: Customer Service Encouraging customers to part ways..

Hi,
I am writing this email to express my dissatisfaction with respect to the service provided by the service representatives. I was not aware that RELIANCE EMPLOYEES ARE TRAINED TO ENCOURAGE CUSTOMERS TO DISCONNECT THERE SERVICE AND LOOKOUT FOR OTHER SERVICE PROVIDERS.
I had raised a request on 21 Oct for address change as I am getting my house renovated and have moved to a nearby house.
After not receiving any response I called back on 27Oct and was told that a technician will call me the same day.
I never did receive any call and today (28Oct) when I called back on to check status, I was told that there is no service available. (Hard to believe as I moved within 100 mtrs of my house, not even 100 steps on foot!!!)
The billing rep told me the only option I have is to disconnect my connection.
Then I called in the number that was posted on one of the stickers for getting a new Reliance connection (at my neighbors house). I called the person, inquired about a new connection, gave him my address and asked whether I can get service here or not and surprisingly I was told that it would not be a problem as the house next to me has a reliance wired connection and another one few houses away..
"Now how is that possible!!!", is what I have been thinking and is one of the reasons for writing this email.
AT ONE END YOUR SALES REPS. ARE EAGER TO PROVIDE ME A CONNECTION AND ON THE OTHER END, REST O[censored]R SUPPORT STAFF WANTS ME TO LOOK OUT FOR OTHER SERVICE PROVIDERS AND SUGGESTS ME TO DEACTIVATE MY SERVICE.
I can conclude 3 things from this scenario:
1. Technical/ Billing staff- not helpful at all. Forces customer to part ways. Not interested in listening to what customers tell them. Thinks they know everything rest all are fools.
2. Care reps - helpful but have limited resources to get something done for a customer.
3. This is a serious acquisition - IS THIS A WELL PLANNED SCAM TO EARN MORE MONEY.. ADDRESS CHANGE COSTS 200RS WHERE AS A NEW CONNECTION WILL HAVE ME SPENDING 1200RS..?????
I really hope this incident to be a good example of BAD CUSTOMER SERVICE and not point number 3.
My details are as follows:
1. CAF no.:
2. Subscriber ID/s :
3. Name (Customer Name) :MR ANKUR SHARMA
4. Contact:
Looking fr a Response..
An existing customer facing bad customer service and without a internet connection for last 10 days for which I will be billed and charged as well!!!





--
Regards,
Ankur Sharma




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Regards,
Ankur Sharma