I have a interesting episode to share with you guys. I was a long term subscriber of reliance connection(3-4 years) and was very regular in paying bills and never defaulted. I used to average monthly bill of around Rs.900.00.
I had this connection enabled for data and found it was not at all good and called customer support to disconnect the connection. Customer service did not agree to terminate service( despite giving written request) and finally I switched to much lower NJ125 plan.
After some months of usage, recently my LG handset had not of hardware issues and I decided I will terminate connection instead of paying Mr. Anil Ambani. I again approached the reliance customer care and after rounds of calls and requests they suspended my connection.
Then Mr. Ruben(so called, it seems he does not exist) entered scene. He said he is calling me from customer support and convinced me that Reliance does not want to lose good customers like me. He mentioned that as I am discontinuing service because of hardware issues, he( after consultation with others in his office) can refund me 50% of my new phone charges if I buy it from reliance world. he suggested that I can go for any handset from Rs1000- Rs20000 and he will just give me flat 50% refund in next month’s bill. I enquired with him again and said I want some written proof. He said he can’t give it, I called customer support and they confirmed that there is no such offer being given to me. He kept calling me( on my other phone) and persuaded me to give him a try.
I finally gave up and went and brought a new handset for 1900 from Reliance web world. When I brought new handset, I was told by the agent there that I have to pay my rental( for duration it was suspended) else it will be terminated. As Mr. Reuben had assured me of the refund of even this amount, I went and paid the bill.
I called Mr. Reuben, he took my new phone details and activated it by next day. Then after a month when I got new bill I did not see any refunds. My worst fear came true when I called customer support.
Those guys were absolutely rude this time. They said there is no such guy working for Termination department and I will not get any refund. I could not call Mr.Reuben because I had never saved his number and it was erased from incoming calls list, when new calls came in.
I tried calling customer support again and this time I was told that if I want I could have my connection terminated on my face. They were not ready to agree that I was manipulated by their sales guy.
with in next few days I found that my phone connection terminated.( without having requested them in writing), I wrote to’Rcomnodalofficer.Karnataka@relianceada.com’’serviceassurancecell@relianceada.com’;’customercare@relianceada.com’ no one bothered to respond.
Finally one Vijayalakshmi.K(Service Delivery) did ask me about problem and then there is silence ever since.
Attached below is my mail sent to them
Sent: Thursday, June 12, 2008 5:03 PM
To:’Rcomnodalofficer.Karnataka@relianceada.com’
Cc:’serviceassurancecell@relianceada.com’;’anshul.rastogi@relianceada.com’;’customercare@relianceada.com’
Subject: need help to deal with customer support
Hi,
My reliance number is 9342_5372_( Bangalore)and its post paid.
I was having problem with my reliance handset and had requested for termination. Following this my account was suspended and after few days, I received call from one of your field agent from termination department. His name is Mr. Reuben.
Mr. Reuben had special offer for me because I would be cancelling my connection just because of faulty handset and as I was your esteemed customer for more than 5 years. The offer was I go to any reliance web world, buy a new handset(any price) and he would wave off 50% of handset cost+ he would reverse the rent(~Rs.190.00) for the month where I could not use the service. I was happy that I can continue with same number and purchased a new handset RD3600 worth Rs 1799.00 from Reliance web world. I also paid the monthly bill on same day( 02/06/2008). I provided the SIM number to Mr. Reuben and he reactivated service. He also assured that total of Rs.1200.00 would be waved off in next bill.
When I get this month’s bill, I find no mention of any refund/credit to my account. I understood that I have been made a fool and tried to reason with your customer care by speaking with one of agent Ms.Shivagami, who would not understand my problem and told me that I can cancel my service any time I want. This was not what I expected. I was hoping that after learning about the promise made by guy at termination dept, they would take some action and try to rectify the problem. Then I spoke with some supervisor(Mr.Anil Kumar) who kept insisting that I was wrong.
What I request from you is
1. Either honor the words( even if he is not entitled to do so) of Mr. Reuben and refund the 50% cost
Or
2. Give me option to return the new handset to web world, get full refund and cancel my connection.
I hope that customer care at reliance is does really care for customers and do the needful. Hoping to hear back from you at earliest.
Rest assured If I do not get satisfactory resolution at this stage, I will try next possible step even if it means I have to file case at consumer court. I won’t bother about Rs.1200.00 but hope that no one have to deal with cheats and frauds in disguise of your agents.
Thanks,
Girish
What I fail to understand is how cant reliance find person who reactivated my new phone. Why are they also stooping to such a low level just to make few hundred Rupees.
My suggestion to everyone who has to deal with Scrupulous Customer Support/Sales guys
Take all the promises in writing
Re confirm at some other source before acting on suggestions by Sales
Don’t ever be in illusion that you can get justice from departments like “Rcomnodalofficer” or “RCOMAppellateAuthority” these are just fancy names and internally Reliance employees or Departments do not have any accountability.