*You rate the Reliance Digital TV( formerly Reliance Big TV) DTH service by reading the experience below. Its upto you to judge.*
For me it was a good service till I had an issue.
*Complete list of pro’s and cons are at the bottom*
*Experience with customer care*
Reliance Digital TV Smart Card number: 200784945353
It was their high end HD DVR before and later they changed to HD settop box due to a complaint as they dont have HD DVR to replace, but still they advertise that they offer HD DVR.
Location: Kannur, Kerala
Amount paid for reliance recharge- Rs 5000 for one year for all channels, including HD.(Max plan - long term).
I had a basic issue that that there is no channels appearing from first week of May.
Compliant Docket / reference number is 233229822 - 12th May 10 AM, promises to solve the issue in 48 hours. To get connected it took almost 15 minutes.
Called up after 2 days, escalated to lead / manager, same reponse, will resolve in 48 hours.
Waited 48 hours, called up again, escalated to lead / manager - same response will resolve in 48 hours.
Emailed to nodal officer, waited for 2 days based on same response in email. Field technician calls up, nothing happens after 2 days.
Waited 2 days, Again replied to nodal officer, same response, field technician calls up, nothing happens after 2 days.
Waited 2 days, again replied to nodal officer, no response, field technician calls up, asks details. Doesn’t visit saying technician is on leave for 10 days, Silently closed the ticket saying number not reachable and deducts 175 from account.
Still no channels appear.
Called customer care more than 6 times(since they get disconnected), explaining that the ticket is closed wrongly. All of them wanted to connect me to the manager and puts me on hold, call gets disconnected after 2 or 3 minutes. reason for disconnect they tell me next time when I call is network issue.(That is when I understand that a communication company cant even maintain their internal telephone network too, couldn’t stop laughing).
Also, they tell me that field technician closed the ticket. For a moment I was confused if field technician was my employee or was a reliance / partner employee to explain me about his wrong doing to me.
Currently is feel is that I just paid reliance digital TV to see the red screen on TV and to speak to customer care. More than 18 days of no TV and no service from DTH provider inspite of subscribing for their highest service and paying upfront for an year.
*Pros*
HD DVR - works fine until you get a compliant. Normally no issues.( got first issue after 3 or 4 years)
Channels are clean, no problem with alignment etc
*Cons*
*Customer service** -(If you have a problem, you may want to learn multiple languages as the customer care doesn’t get connected to the language you choose). You have to disconnect and call again. Long waits, sometimes more than 15 minutes.
*Complaint resolution process** - Not sure if I can call this as a process. The compliant gets assigned to wrong area mostly. Happened with me twice, first during installation and then now. Also they can just close a ticket by not visiting the customer premises even if the issue persists. The urgency is just to close the ticket, not to solve the customer problem.
*No proper website to enter your compliant online**.( They have a page to create new service request, but a drop down in the form is empty, so that nobody can create a service request online.)
*In My opinion, if you are a lucky person and doesn’t get complaints(specifically hardware complaints) on DTH set top box or antenna, etc then Reliance digital TV is a good service, but if you are an unlucky person and gets a single compliant, then I think its better that your offer extra pooja’s and offerings to GOD.*