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
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
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
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
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
Posted by siddharths 
Posted by siddharths 
Posted by siddharths 
