I have been a user of Reliance broadband since past 10 months. Here is a summary of my ordeal:
After I made advance payment for installation: Was promised installation within 1 week: till 2 weeks, I was constantly calling the person who collected payment and the local engineer to come or send someone for installation. The collection person had the audacity to ask for "kharcha pani’ to speed up the process!
Day 1 experience: 2-3 hours after the installation, the connection stops working. Took 2 days to fix the problem.
Month 1: Day 1 experience stretched over the entire month. Approx 50% downtime faced. But since, every time the connection started working within 2 days, they did not compensate me for the lack of service.
Month 2-3: Approx 5 weeks of continuous disconnection. Reason: While Reliance was collecting bills from customers, it was not paying rent to the property owner where its’box’ was installed. So the property owner refused to power on the apparatus till payment was made. It took 5 weeks for the payment to be made! The customer care closed a couple of my complaints during this period, saying that the problem was solved. When I pointed out that the connection was still not working, they refused to reopen the complaint and told me to register a new one. I tried to contact a lot of people, ranging from local engineer to nodal officer. Each and every person proved useless and kept telling me to call some other person. Mostly, they switched off their numbers or didn’t answer.
Month 4-9: At least 25% of downtime every month. Sometimes, the internet didn’t work for more than 1 week. Occasionally, the customer care would simply close the complaint without actually solving it and tell you to register another complaint. Sometimes, they wont even write your entire problem statement in the complaint and if you come to know of this later, they won’t edit it. Again, every level is useless when you contact them.
Month 10: The internet stopped working on the new year’s eve. I registered a complaint with the customer care. On 2nd Jan, they closed it without solving. I registered another complaint the same day. They closed it on 4th Jan, without solving. I registered another complaint. I also called Appellate cell. They said that they cannot do anything regarding unsolved complaints being closed, and told me I have to wait at least 24 hours after registering the complaint before appellate cell can do anything. I wrote mails to nodal officer and whatnot. They told me to wait 24 hours as well. Today, 6th Jan, they again closed my complaint! Without solving it! I called Appellate cell. Proved useless. Said, I have to wait at least 24 hours after registering the new complaint before they can do anything!
So guys, this is the value of a customer to Reliance. Hope you are not fooled by them.
I had been waiting for my preferred service provider’s port to open up in my area. But, now I think anything will be better than this.