To sum up - The whole cycle of making the payment before you actually choose the packages doesn’t give the consumer the right to choose what he would like to view in TV. Most of the other services like Tata Sky do not work in this method. Can some consumer agency help us in this regard.
The following is partially my mistake out of choosing the wrong options in IVR but then I should be able to fix a mistake with customer care since they have given me 24 hours to select my packages..... Anyways below is my case details and I haven’t heard back from them.
A copy of the letter I have send to Big TV when I had an issue on Aug 11, 2010 (letter send on the same day)--
My smart card # is 200601850931. I wanted to renew my Reliance Big TV connection and called up customer care. They were very helpful and informed me that I could cancel or add whatever packages I want after making a payment of Rs 171.
After making the payment of Rs 171 when going through the IVR options to reach customer care this time instead of confirmation for a package by going to the customer care personal the package was purchased and after that when I reached the customer care personal she was not at all helpful and informed me what was changed in IVR cannot be fixed.
This doesn’t make sense because I was informed that I can choose whatever packages I want after making the payment. Further, I was not helped by even the customer manager whose name was Kumar. He finally convinced me to take an English package which I wanted to purchase only later.
Let me know if you can help me in this regard by working on the packages that I want or else the whole option of choosing Reliance for watching what I want doesn’t make sense. Also, it would be nice to have better service from senior executives like Kumar.