While JIO FIBER uses good technology for their connection and WIFI services, I am appalled at the kind of effort and investment they have put into Human Resources. It’s absolutely shameful to have gone through the recent experience with Customer Support and JIO Fiber Team about a minor billing issue. The most disappointing and careless treatment towards the issue eventually led to the disconnection of services and I’ve been receiving constant automated messages about barring of services due to non payment, etc.
Its beyond description what I’ve experienced with such a shabby customer support where I am following up for a bill that’s already been paid. The issue was that their system billed me twice for a previous bill that was already paid for which I called Customer support who eventually told me to email jiofibercare@jio.com to sort the billing issue. Its been more than 6 days and I’ve received such backward and overlooked responses from this team who didn’t even bother to check the payment history and my screenshots appropriately. They’ve sent a couple of jargon and baseless responses after which they went mum and haven’t bothered to follow up. What really bothered me is not that there was a systemic error but the way in which they handled the matter at hand. This company has a cobweb of bureaucratic non sense where real customer issues are simply passed on from one team to another and in reality there is no follow up OR genuine support. I’ve been screaming for help and asking for one single callback from a real person who can help me but there’s been NO CALLBACK WHATSOEVER! The customer support has no authority to change/ fix things. Their so called Complaint number 198 is simply a joke and nothing but the same as Customer support. The escalation email jiofibercare@jio.com leads to another layer of stupidity and is filled with people who don’t want to take any ownership OR responsibility to really fix issues.
Apparently JIO FIBER has nothing but automated systems and AI for support and they all want to avoid human intervention. Everybody wants to run away from real problems and pass the buck to raising a ticket or following up with another team/ email, when you ask for resolutions. The truth is that AI and automated systems cannot handle system glitches and real problems faced by customers. Therefore, redirecting people to self troubleshooting, etc. does not help at all. Customers are not dumb to raise an issue without double checking things themselves first.
This is a company with the most hideous support system I’ve ever experienced. Moreover, even the highest escalation points are of no use. Even though they say they will escalate and get back, NO ONE EVER GETS BACK, I can vouch for that. I even called the "Appellate Authority" and I was redirected to Customer support again which brought me back to where I started. Funny, again a callback was promised and nothing happened.
I also experienced another outage issue previously by which there have been more than 25 to 30 outages in my area within last 3 to 4 months. When I emailed the Fiber Team about it, all I received was an idiotic response about restarting my router and following basic troubleshooting steps and revert if the issue occurs again. You can imagine how grossly unhelpful these guys really are!
Cutting a long story short, my services were discontinued due to this horrifying and barbaric treatment. I still keep getting messages about non payment and so on. Eventually, I myself placed a request for cancellation of the account and hope to never ever go for a postpaid connection with JIO in my life..