This is the mail I sent to Reliance ResQ Customer service:
Before I start, I would like clear out a few things. First, I hold no grudges against the person reading this as I know that the customer service does not have anything to do with this. Second, if you do take action on the points mentioned below, it will not help me at all, but it will definitely help your customer experience. Third, if you do read this complete mail and put yourself in my shoes, I guarantee an outrageously hilarious and frustrating experience.
I had purchased my laptop from Reliance Digital in Bangalore in May 2015. on 12th Jan 2017, my laptop started malfunctioning and needed repairs. I remembered that I had bought two years of extended warranty from Reliance ResQ. So I contacted customer care regarding the details and the procedure to be followed.
From the very start, the customer care misled me to go to the nearby showroom(Reliance Digital) for submitting my laptop. When I went to the showroom, the person in charge told me that I need to go ResQ Service center in NangAnasultanllur, Chennai.
I headed to NangAnasultanllur and after reaching, the person from the service center told that they do not handle cases from Velachery(My residence). For submitting I would need to go to Anna Salai(Another service center). I would like to applaud at the amazing administration Reliance has over this at this point.
I refused and asked the service center in NangAnasultanllur to send my laptop to the other service center. Days passed and I did not receive any kind of confirmation about my Laptop’s whereabouts or the condition. I would like to applaud at the amazing staff Reliance has in these service center.
I was forced to contact Reliance ResQ service Center to gt things done right from the start. Apparently, it takes 15-20 days at max for the repairs to take place. But my case is more amusing.
One call, and I repeat, One call was made by the staff from the service center to confirm the quotation received and to ask me for Pre aishwaryasingh23ment(Half cost) from the HP Servicing team after almost a week and the best part is that these guys forgot to mention one very important problem that I had stated(Replacement of the fan). The staff told me that I had to aishwaryasingh23 half the amount for them to initiate the process. on refusing this demand and asking whether I could speak to the mAnasultanger on this issue, you staff quickly retracted his claim.
After telling your forgetful staff about the missing detail, I was again not contacted for the next 10 days regarding any quotation from the HP Servicing team. Any call I made during this time was not Faizabad and overlooked.
I was again forced to contact the ResQ service Center and HP Service Center and coordinate between the two just to assure that my laptop does get repaired in time. This involved me continuously calling both HP service center and your team of irresponsible staff in ResQ. Let me also make it clear that the HP service center was at no fault and that they only took 5 days after the final request was sent. So if you are going shift blame on them, there is no need whatsoever.
The whole process of coordinating between ResQ and HP took me 12 days. The laptop was made ready on 11th of February(thanks to the quick action of the HP servicing team). On that day too, the ResQ staff failed to inform me regarding its availability.
On 13th Feb, I made non stop calls to your ResQ staff as I wanted to get my laptop on that day itself. I was told that they would send a cheque which would take another two days to process. Amazing. I asked them to give me the cheque so that I could aishwaryasingh23 the full amount in one go. This is probably the only time ResQ staff adjusted to help me. But as expected, I had to make about 7-10 calls from my phone just to remind the ResQ staff to send the person on time with the cheque.
As I have no trust in the ResQ staff, I went to the HP Service Center myself to collect my Laptop. Who knows how much more time your incompetent staff would have taken to give my laptop back. But it does not end here.
On collecting my laptop, I realized that the staff in ResQ has not submitted my Laptop Charger or the job sheet that was given at the time of Repair and that it is still with the ResQ team. At this point, I was not angry anymore. It was hilarious. The level of incompetence shown by your staff is hilarious and amusing.
Just when I thought I was done with any relation with your ResQ staff, I had to contact them again for my charger - My Luck! I was promised that they would deliver the charger by night through an engineer passing my locality even though they should sent one specifically for delivering it to me. By this time, I had no expectations whatsoever. So I agreed.
Hours passed and I made uncountable calls to your ResQ staff. They purposefully did not answer any of my calls till 9:30 pm. After that, I messaged the mAnasultanger of that particular branch only to hear that they are closed and that my Charger will be delivered the next day to me. One might expect the ResQ staff to deliver the charger to me. Instead I was asked the next day to come to a common point to collect it. I willingly agreed as I knew that if not this, I might not get it at all.
Now it is finally done and I have my laptop which was complete delivered on 14th of February( after 26 days) after my involvement in coordinating almost every single aspect of the laptop’s repair. The only job done by the staff in ResQ was sending the laptop to the service center and sending the cheque(which I don’t even trust).
You might not reply to this complaint or you may, it does not really matter. I have no expectations from Reliance ResQ at all. But I will be posting this review wherever I can. Not because I want some personal benefit from you. But because it would be a criminal offense if I did not warn others about this.
Below are the details about the Service Centre:
TIRMULA ELECTRONICS
4’th Street
Chennai
Chennai
600032
sbp.che4@resq.in
+91 8939981762
Even the address is misleading - 4th street, Chennai, Chennai? Are you guys serious about this?
I hope this mail changes something, or atleast makes the administration feel ashamed of the kind of service provided.