Trai — problem in jio service / and problem with jio customer care

Address:	560100
Website:	www.jio.com

Complaint against: reliance jio

I've been facing problem with reliance jio service and i've made repeated complain about it to jio cc. Unfortunately, they are giving only diplomatic answer and not resolving the complain. As a last resort, i requested them to credit the number of days of service to my account for which they are not in position to fix the problem but they refuse to do that. As a last resort, i even demanded refunded of my subscription money but they even refused the same saying that they don't have a provision to refund or give credit for faulty or interrupted service. Finally, i logged a complain with appellate authority but even they gave the same answer saying they logged my complain and i've to wait for 39 days to hear from them where they will not issue refund or service credit for the number of days their service is not working properly.

Here is the email interaction with necessary complain/docket numbers. I can even produce the call recordings of my interactions with them where they have given vague answers for the sake of it.

— forwarded message —
From: vishal
Date: thu, sep 21, 2017 at 1:28 pm
Subject: re: fwd: req id - sr00000d03x1 - urgent [#9933614]
To: [protected]@jio.com

I am awaiting an answer to my question. Why are you not answering?

On wed, sep 20, 2017 at 5:22 pm, vishal wrote:
If you are telling me that you didn't even launch yet or you don't have the service available at my home area, why are you denying to refund?

On wed, sep 20, 2017 at 12:30 pm, appellate_karnataka wrote:
Dear vishal,

I apologise for the inconvenience that you are experiencing due to coverage issue.

I have raised an appellate complaint regarding the coverage issue in your locality. The appellate complaint reference number is sr00000d87z4.

Our team will take all the required steps to resolve the issue.

You will hear from our team in 39 days.

Please be informed that, we cannot accommodate the request of refund.

For further queries, please reply to this email.

Thank you,

Bipin singh

Team jio

Confidentiality warning: this message and any attachments are intended only for the use of the intended recipient (S), are confidential and may be privileged. If you are not the intended recipient, you are hereby notified that any review, re-transmission, conversion to hard copy, copying, circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient, please notify jio immediately by contacting [protected]@jio.com and delete this message and any attachments from your system.

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— original message —
From: [protected]@gmail.com
Date: 09/19/2017 11:00 pm
To: appellate. [protected]@jio.com
Subject: fwd: req id - sr00000d03x1 - urgent [#9933614]

Mr. Shiva kumar,
Appellate authority,
Jio karnataka

When i recharged my subscription with rs. 399 for 84 days for [protected], i called up the cc and informed them about the poor connectivity at my place, hopping that it will improve.

I was out of bangalore post recharge, and when i returned on sep 12, there was no connectivity like before also, let alone any improvement.

I called up multiple times, only to hear it will improve to no avail.

I never received any update whatsoever except the site is optimizing excuse. I am told that the site is down since sep 9 and was suppose to be up but is not!!! I am even told you are installing new site, but for me, these are just diplomatic replies only.

Your representatives don't believe in escalating the concern properly, they identify themselves as managers even when they are not, they don't care to call back as agreed and scheduled also!!!

This has been going on since sep 13th.

It is high time now. Finally, it was agreed with one of your manager irfan that if you are not in position to give the same connectivity as before at-least, there is no point in me continue to use your service so you've to credit at-least 30 days of extra service to my account!!! He agreed to the solution hopping that the site will be up and running but neither the site was working nor did he bother to call back!!!

Similar discussion happened with multiple reps at jio identifying themselves as manager when none of them were manager except mr. Vijay who i spoke last.

The same discussion took place with him as well, but unlike assured, he also didn't bother to call back or listen to the previous interactions even when it as requested repeatedly to him and he also agreed!!!

He simply told me that neither you've option to give service credit, nor do you've option to refund!

This is pathetic!!!

You can't give proper service and you don't care to refund also is simply not acceptable.

The kind of harassment that jio representatives have caused me since sep 12th is immense!!!

You manager mr. Vijay suggested me to go to the appellate, and i told him that it is a simple and straight forward issue and any service provider handles it as simple as crediting back for the number of days the service was faulty, to which mr. Vijay even went to the extent of telling me that "we've not launched yet!"!!! I asked him why you are charging me if it is not launched to which he disconnected the call and didn't show the courtesy to even call back!!!

I want rs. 1000 compensation for the trouble you've caused me and full refund of my rs. 399 recharge immediately be credited to my account. I don't want to talk about it as everything is there in my call records multiple times. Please reply with the necessary on priority. Nothing less than what is demanded is acceptable.

Thanks & regards,
Vishal
[protected]

— forwarded message —
From: jio care
Date: thu, sep 14, 2017 at 6:34 pm
Subject: re: req id - sr00000d03x1 - urgent [#9933614]
To: [protected]@gmail.com

Dear vishal,

Sorry for the inconvenience caused to you regarding poor network issue and customer care executive hold extension.

As per the service request raised with number sr00000d03x1, our network team has come up with where the issue lies.

Currently the site serving your location is not fully optimized. As a result you are facing coverage issue.

We have undertaken technical assessment and are initiating the optimization work and we will resolve it shortly.

You can also update your email id from myjio application as well as from www.jio.com which will help us pull your account details with your email id.

For further assistance you can write to us at [protected]@jio.com or call us at 199 toll free from your jio number or on[protected]Toll free) from any other number.
Thank you
Aashish bodke

Team jio

Confidentiality warning: this message and any attachments are intended only for the use of the intended recipient (S), are confidential and may be privileged. If you are not the intended recipient, you are hereby notified that any review, re-transmission, conversion to hard copy, copying, circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient, please notify jio immediately by contacting [protected]@jio.com and delete this message and any attachments from your system.

Virus warning: although jio has taken reasonable precautions to ensure no viruses are present in this email. Jio cannot accept responsibility for any loss or damage arising from the use of this email or attachment.

— original message —
From: [protected]@gmail.com
Date: 09/14/2017 04:29 pm
To: [protected]@jio.com
Subject: req id - sr00000d03x1 - urgent

After keeping me on hold 40 minutes to speak to your manager when your supervisor don't have the answer, you disconnected call.

You showed no courtesy to call back, and when i am calling you back telling the rep the same thing, he wants me to discuss the detail with him first instead of connecting me to supervisor or the manager!

His name is david and he is on call with me right now, putting me on hold for nothing!

I hope you will show some sense.

Thanks
Vishal
[protected]