Been one Month … NO RESPONSE

Reliance has decided not to pay any head to us …. in continuation of my last post where i talked about terrible after sales service of reliance …and also posted my detailed conversation with them …(which was nothing but automated response)

I mailed them again on 16th Jan 2008, below is my mail for which i haven’t yet got any any response … To bring to your notice i also marked this mail to DOT grievance cell mail id as provided on reliance site here

My mom followed up with the person in Sitapur … he promised the modem again by Thursday 24th Jan 2008 … and as expected they were not able to provide the same … and no call from their side again to inform the same … and today when we followed up again … they curtly asked us not to inquire and will tell us once they courier the modem at our address ….they say we cant commit any time line for the same ….

I am not sure if we bought modem or headache from them? it wont be very great story even if we get the hardware now …. I don’t have any faith left in Reliance … i am not sure if I would pick up Reliance (Anil’s reliance) product ever …will have to think ten times before I buy anything ….

This modem was the only way my Mom cold connect to Internet … we already have had enough loss coz of this modem …she was dependent on the modem for her Online Trading … could not do anything for past one month …..

I wonder why we switched to online mode …. when things were better off without technology ….

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RE: ‘RIL=002-135-931′Reference to your mail

From: s ! d (sid_success@hotmail.com)

Sent:

Wed 1/16/08 9:19 AM

To:

rcomappellateauthority.upe@relianceada.com; dotpg@bot.net.in

.ExternalClass .EC_hmmessage P {padding:0px;} .ExternalClass EC_body.hmmessage {font-size:10pt;font-family:Tahoma;}

With reference to the mails below, I will like to bring to your notice following:

1) The compliant has not yet been addressed, i havent yet got the device ( there was assurance of delivering it by Wednesday 16th Jan 2008) which is now shifted to next Wednesday!! and that too nobody from your end calls up and informs about all this … We have to make calls to follow up …. I am not sure whether i am getting service from you or a headache .. They say they dont have this device in stock !!

2) If you follow the mails below, you will notice that our Girish Dokhe dont even read the mails … for my second mail in which i asked for follow up … I got word for word similar response .. Is it really Mr Girish answering mails or is it auto response from a bot !! What a personalized service you guys offer !! these mails below are really a funny show

3) My moms whole work of stock market trading is dependent on this modem … if you cant give modem …give back up …. or at least give some realistic deadlines …. who will account for all the trouble and problem this whole mismanagement has caused ….

4) Even if i get my device back … what is the assurance This problem will not happen again in future … What if I dont want to continue for i dont want to have this terrible experience again ….

5) It is height now and I want your company to compensate for all this trouble and pain

I am again expecting a call from you people on my cell no (+91 xxxxxx)

Hope i wont get an auto reply !!

Regards
Siddharth Sharma

Reliance Telecom has got “Terrible” After sales service

Below is my mail communication with Reliance service assurance cell, which consist of nodal officers and Appellate Authority to hear and address our problems …

1) Problem is not yet solved and every week they delay it for next week

2) Nobody from Reliance calls up to tell the status, its my mom who has to do the follow up

3) Reliance web world guys dont know a bit about things …. they dont know how to handle customers once the sale is done

4) If you follow the mails below, you will notice that how Brilliant is this guy Girish Dokhe… to two different mails from me he responded with amazingly similar response … word for word, I wonder if Girish Dokhe is a real person or it is the name of some robot sending automated responses

5) if you have any such experience with Reliance or any service provider … I request you to share it in comments or talk about it on your blog.

Its high time these providers should be responsible for their services … there should be some defined service levels and committed quality standards they have to provide in terms of network and after sales … how much time do they need to get one piece of modem up and running ….

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Terrible after sales service

From: s ! d (sid_success@hotmail.com)

Sent:

Mon 1/07/08 7:36 PM

To:

serviceassurancecell@relianceada.com; rcomappellateauthority.upe@relianceada.com; rcomnodalofficer.upe@relianceada.com

I bought, for my mom a Huawei USB Modem Card from reliance web world express in Shahjahanpur, after two months hardware got bad and wasnt working, when my mom took it to the reliance shop first they simply refused to consider it saying this dont get corrupted. After repeated visits they did accept the hardware got it checked from service center in Bareilley and finally agreed that hardware is faulty.Now its been almost 20 days and my mom neither got the replacement nor the repaired modem , they keep on postponing things saying this is not the problem of Reliance and the problem of hardware … so we cant do anything but wait till the modem comes from the service center …WHAT IS THIS? is this the kind of after sales service you provide, my mom keep on visiting the service center for no avail … how is going to answer for the problem she is facing by not able to get access to net and all her trading work has been stalled and the problem she face by visiting the shop every other day …??? What kind of sales training do you give to your reps? They simply saying nothing can be done … this is not our problem … this is the problem of hardware provider …. at time of selling a service you are together while giving service you are helpless !!!Do you have any SLAs? How many days do you really need to get the thing done? In which part of the world is your service center? with the kind of courier services and logistics available today its totally not understood why you taking 20 days for a simple work?

I am mailing on behalf of my mom as she dont have any access to net and have no clue when will she be able to access the same.Details of the phone no which is faulty

Phone no

waiting for some positive response before i move on to consumer court.

Regards
Siddharth Sharma

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RIL=002-135-931′Reference to your mail

From: serviceassurancecell@relianceada.com (serviceassurancecell@relianceada.com)

Sent:

Tue 1/08/08 4:08 AM

To:

sid_success@hotmail.com

Dear Customer,

In reference to your mail regarding Reliance Mobile number xxxx, please note that your complaint is logged as complaint ID 61630791. We are working on the same and and one of our executive will respond to you in next four business working days.

Further in response to your complaint regarding Reliance World location, we have made a note of your complaint and forwarded it to the relevant department for necessary actions to be taken.

Yours sincerely,

Girish Dokhe

Service Assurance Cell

Reliance Communications

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RE: ‘RIL=002-135-931′Reference to your mail

From: s ! d (sid_success@hotmail.com)

Sent:

Fri 1/11/08 5:12 AM

To:

serviceassurancecell@relianceada.com (serviceassurancecell@relianceada.com)

Cc:

rcomappellateauthority.upe@relianceada.com; rcomnodalofficer.upe@relianceada.com

I am sorry to say that i haven’t yet received any call or commitment from your end, and its been almost 15 – 20 days since complaint was logged. Reliance world person in Shahjahanpur (U.P.) says that we might get the device back on Saturday, however no commitment for same.Problem gets more severe when there is no other say to connect but this modem and there is no one to help my mom with this.Further i will like to know what kind of action are you taking against the reliance web world for their irresponsible behavior and service quality.I would at least expect a call from you people for the status updates and some commitment on by what time will this problem be resolved.Regards
Siddharth Sharma

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RE: ‘RIL=002-135-931′Reference to your mail

From: serviceassurancecell@relianceada.com (serviceassurancecell@relianceada.com)

Sent:

Fri 1/11/08 7:54 AM

To:

s ! d (sid_success@hotmail.com)

Dear Customer,

In reference to your mail regarding Reliance Mobile number xxx, please note that your complaint is logged as complaint ID 61630791. We are working on the same and and one of our executive will respond to you in next one business working days.

Further in response to your complaint regarding Reliance World location, we have made a note of your complaint and forwarded it to the relevant department for necessary actions to be taken.

Yours sincerely,

Girish Dokhe

Service Assurance Cell

Reliance Communications

p.s. I have removed some personal details for obvious reasons