Whatever products we buy after service is more important.
These guys talk about quality & good clarity, we don’t have to care about this as these guys use equipments from a well known company. I would say may be all guys use the same equipments only.
I agree BIG TV is far better than other players in terms of channels. But their customer service(CS) & after service sucks. really its a pain in the AS*. Yesterday’s Experience: I was trying to recharge my BIG Tv account for next one year.
Went to Reliance Communication retail office in Dombivli( Maharashtra). My recharge amount was Rs. 3400/-. CS guy given me recharge vouchers & the most embarrassing thing for RELIANCE was, he gave me vouchers as 100’s & 200’s. like 24 X 100 & 5 X 200.
For a sec I thought these guys considering their valuable customer as BEGGARS or what! The issue is if I get vouchers like these, ie: 29 vouchers, I have to call RELIANCE 29 times to recharge, may be reliance thinks that their customers are jobless and they got enough time. wah.!
I don’t have time actually to do these bull shits. so I dropped taking vouchers, asked the CS guy Is there is any other option. he proudly said’You can recharge through online’. Wow let’s try RELIANCE BIG TV Online Recharge.
First of all this site sucks in Firefox, anyway I have to recharge so tried insecure browser Internet Explorer. Ya am on their re-charge page, had done 4 pages with various options & reached the payment page & selected Credit Card option. then guess what. Page not working. Had tried this couple of times. same issue. Aree baap if there is any issue with your payment process why you guys are collecting my details( 4 Pages), just show a message at initial stage that’ we are under maintenance’.
I called up CS, after hearing IVR Atyachar. I had connected to CS guy. Told my problem, he said we got a better option you can recharge through IVR with your credit card. Wow. really I felt proud about this. Technology had reached its Maximum level.
Tried IVR Payment process, given relevant details to that sweet voice. Got some beep beep voice. & again sweet voice said’this is your payment ID.’ & got disconnected. Thank god I had managed to write down my payment ID in couple of seconds. New technologies can be implemented but that doesn’t means that consumer should not get breathing space and relevant information. In my case still am clueless whether my payment has been done.
So far I called CS 8 times they says payment is not credited & they don’t have any idea, each one conveys various information, like it will be credited in 15 min, 30 min, 2 hours, 4 hours. Today morning they says it will take 48 hours.
Its been 24 hours, still am clueless & just got an SMS says my account will expire in 1 day.
Why can’t RELIANCE give me clarity on following.
1) Whether they got my payment, as per my CC company my payment has been approved & gone to Reliance Communications, Navi Mumbai.
2) If the payment is done, they should send an SMS says your payment is under process we will get back to you shortly.
3) I had done with my payment, why CS guys acts like fool.At least CS or me should get information that payment is under process.
4) No Complaint cell on Reliance Big TV, I was not able to complain about this issue
5) Who’s the relevant person if this kind of issue persist?
I feel they should learn basics of customer service. it shouldn’t be like Bakra mila.
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Updated on 08 December 2009
After 37 Days my issue got solved, but I won’t give this credit to Reliance Customer Service, All credit goes to Santhosh Gauda & Mahesh works with BIG TV Accounts Department. I met these guys through my firends. No one from customer service Initiated this complaint. No one called me so far from customer service to give me update.
Reliance Boses, if you guys expect a long term relation with customers, make your customers happy with after services. Quality & Clarity are fine, that every one gives as its related to an equipments that all providers buys from a Japanese electronic company.
Customer Service is more important. Appoint some educated customer service guys, not guys who don’t know about basics of customer service, basic payment issues, follow ups, how to talk. etc.( Its a payment related issue, one of the CS guy was ready to send an ENGG to my house for solve this issue).
So far, I had called customer service about 40 times, each time this been treated as Fresh Complaint. One of the Senior CS executive put me hold for 30 Min. Most of them gave me Kiddish replies.
Solve the BUGS in your Payment system, so that your customer won’t be in dilemma. Am not sure I will go for Next Renewal. Lets see.
Once more, Santhosh & Mahesh Hats off to you for all the follow ups to me.
Still wondering, what about BIG TV Customers who don’t have contacts?
Enter @ your own risk guys.!