Although I haven’t faced any technical glitches with Reliance India Mobile, my ugly experience has been with their poor customer service. And it stands in stark contrast when you compare it with exemplary customer service that Orange (Mumbai) provides its customers with.
At Reliance, it appears as if the left hand doesn’t know what the right is doing. Customer service doesn’t know what Billing is doing.
Customer Service >
I had all my bills paid in time. One fine July morning, I get an SMS ’Success! Outgoing Calls barred’ On enquiry with their customer service, the only information the executive at *333 was able to give (after querying the system) was that outgoing calls had been blocked due to ’High Usage’ !!!! He had no information on the criterion defining ’High Usage’ against which my outgoing service had been barred. He added that there was an UNBILLED amount (of approximately 1700/-), and that I needed to pay that up to get my service activated.
If no bill has been generated, no payment overdue, on what basis was the disconnection made? No one at Reliance offered any explanation. The customer has no option to escalate an issue.
On what basis is an UNBILLED amount of approx 1700/- termed as ’High Usage’ when Reliance is already holding 2000/- as security deposit for STD services? There is no communication / response from Reliance justifying this. They have carefully avoided this question in my e-mails to their Customer Service.
Never heard of any service provider blocking connection without any intimation, and THEN on being questioned, asking the customer to pay UNBILLED amounts to reactivate the outgoing calls !!
For the next couple of days, I had to run around showing proofs of payments to get outgoing calls restored. And Reliance offers no apology for harassing a customer when their own records are not in order.
Billing >
When bills are paid through credit card, the transaction is immediate and Reliance Billing ought to have the complete information of the transaction. I have been e-mailing them questioning why my payments don’t get reflected in the bills? Instead, they ask me to present the receipts of the payments at the Town Office !!! In spite of having e-mailed them the details, not all payments get reflected. What more need one say about their IT infrastructure !!
Reliance keeps sending SMS to customers .. saying payment due ... and surprisingly, each SMS has a widely different due amount !!!!
With Tata Indicom in the market too, I would advise all to rethink before taking up Reliance India Mobile.
Nevertheless, I shall definitely credit them (Reliance) with having shaken up the mobile market on the cost front. They have a loooong way to go in improving communication with the customers.