UGLY SIDE OF RELIANCE INDIA MOBILE
During March 2003 people booked RIM phones under Dhirubhai Ambani Pioneer Offer (DAPO) scheme. As per scheme literature provided to me at the time of booking, the RIM phone under DAPO scheme was to come with the following facilities;
Pulse rate of 15 minutes
Call charges of 40 paise per minute for STD calls to any other phone within the circle where Reliance India Mobile service exists.
Free subscription to RWorld
24 hrs. high speed internet access
Seamless connectivity in over 900 cities/towns.
After booking over 5 lakh phones Reliance Infocomm drastically reduced the user’s privileges under DAPO scheme without bothering to inform the users. For instance;
The pulse rate enhanced from 15 to 60 minutes.
The calls to other phones (beyond local) within the circle are being billed at STD rates instead of 40 paisa per minute
RWorld free subscription has been made on “test basis” and the users may be billed for the same from a later date
Similarly charge of Rs. 200 per month will be levied for availing high speed internet assess
A company like Reliance unilaterally alters the terms of contract with the users. They are also not giving any option to exist the scheme without any liabilities.
Erratic Reliance network
Despite tall promises the fact is that baring around 300 cities, RIM network is yet to get connected to majoprity of BSNL/ MTNL networks. Whenever some one tries to contact any rural area telephone, he get sthe response “No such number exists. Please check the number you have dialed.” This is because of the reason that RIM network connectivity to these places is yet to be established. It is also a fact even as of now most of the exchanges of BSNL/ MTNL does not recognize RIM phones as a result of which not all calls from BSNl/MTNL network reach RIM users.
Poor customer service
At any point of time it takes about 6 to 8 minutes to reach your customer service representatives. All of them are always busy. They do not give you any reference complaint number which could be referred if required at a later date.
Pulse rate
TRAI has never objected to 15 seconds pulse rate under DAPO. In fact according to Reliance press release, the DAPO scheme was approved by the TRAI. MNNL, BSNL and TATA are offering 10-15 second pulse rate since last March. Therefore, Reliance claim that the pulse rate under DAPO has been increased from 15 seconds to 60 seconds as per TRAI instructions is false.
Free SMS is complete hoax
Fact is that you can not send SMS to any network other than Reliance. SMS to non-RIM network does not exist even after 6 months. One can not send SMS to popular numbers like 8888, Aaj Tak, Star etc. One also can not dial any toll free number starting with 1600 from RIM phone.
Monitor talk time
Under DAPO scheme 400 minutes free talk time is available every month. Reliance has not given any facility to check & monitor the usage of talk time. When asked they advise you to keep a diary of every call made and monitors the talk time. It is ridiculous and insulting. All other telecom service providers except Reliance have given facility to their customers to keep track of his phone usage. One can easily understand why Reliance is not giving such facility.
Similartly there are many hidden costs which are now coming to our kneoledge. Warrnty of handset & free insurance are complete hoax and one has to pay upfront for repairs.
Reliance guys have taken users for a ride. After getting us under thier trap, now they would suck blood out of us. The Government or the Regulator does not bother for the interest of consumers.
We need to form and association/forum to fight for our rights and to ensure that Reliance keeps its committments made to customers under DAPO by letter and spirit.