I am using prepaid GSM service of Reliance. Currently where I am residing there are not signals in that area.
I called customer care and raised a complaint on 27th Oct. They asked hell of queries and I explained everything to them. Complaint got registered and I got an SMS with SR No. and wording that it will be resolved within 3 working days.
On 31st Oct I got message " Dear Cusotmer you SR No. XXXXX has been processed. Thanks for being with Reliance". I was shocked neither anybody contacted me nor I got any solution how come they marked my complaint as processed. That day I was busy.
Next day I called customer care again and told the whole story and asked him to raise a complaint that my SR was marked as processed and was closed by on ground no action was taken actually. He was not ready not ready to take this complaint at all !!!!!!!
He forwarded the call to seniors... for which as usual you have to wait for min 5 mins (on hold) and when senior starts conversation his question is "Yes Sir. tell me, what is the problem !!!!" So you will to explain the whole story to him.. and asked him how come they closed my complaint without taking any actual action, then he told our Engineers tried to call you but your number was either switched or not reachable (which I know was not the case actually) I asked him to provide the details at what time your engineer tried to reach me, he was not having answer, and he told as per TRAI regulations we cant keep any SR/complaint open for more than 3 days, So guys FYI no matter whether the problem is actually resolved or not they will closed it !!!
Then he escalated that issue and next day I got a call from Mumbai, and again very innocent question "Sir we have a complaint, can you please tell what is the problem " !!!! Again explain him (Note that your story is getting lengthy with every call), after wasting my 12 mins he forwarded that call to his Senior and again Same question "Yes Sir, tell me what is the issue " !!!! I was totally frustrated at this time. But that guy was little bit serious and I got an impression that I can get resolution.
He asked me that our Engineer will visit your home to check the situation and then we can do something, I said its ok. I provided him my address and other details.
Next day I got a call from Bangalore office, after 2-3 calls with negotiations and appointment was fixed at 6:30 pm, That day at 4 PM I got call from Engineer who was supposed to visit. he confirmed he will visit as per scheduled time.
That evening I waited for him till 7 PM then I myself tried his number, he was not picking the call at all... after multiple attempts I got him, he told Sir I know there is Signal problem in your Apt, so no need to visit, in case anybody from Mumbai office calls you please ask him that Engineer visited my home. I said sorry Sir I cant say that, then he said no problem you tell them the truth and also tell them that Engineer has suggested a Signal Booster for my home. I said ok.
But after that nobody called me either from Mumbai or Bangalore.
I waited for 3-4 days and again called them, I was stunned when they asked again same thing "Yes Sir, tell me, what is the problem " !!! I explained him everything but he was not aware and he raised another complained (Old complaint number and related activities were put in gutter) And again after three days that was marked as processed and again same vicious circle !!! Oh boys that was too much..
But I never give up, still this thing is in process and lets see where it stops.