Extremely poor customer service and un-reliable broadband services offered by reliance communications, has been my experience so far in the past 3 weeks. Here is a summary of the bad experience and poor customer service that i have been having on-going with reliance broadband netconnect services and also the supporting e-care customer service team: i am part of a marketing technology division of a us based fortune 50 multi-national telecom company. I have been in mumbai on personal as well as business travel for the past few weeks. There was a documentation issue with my pre-paid reliance netconnect account(originally purchased & activated for rs. 4000 in oct 2009). So i submitted the documentation on march 2nd 2010 to reliance webworld in thane.
After repeated visits to reliance webworld and after numerous calls with e-care, my account suspension was finally removed after 8 days of submitting all the required documentation. Thereafter, my account got suspended again on march 16th evening. After repeated calls with e-care and speaking to the floor supervisor, i was told to contact reliance webworld as ecare was unable to help. Magically however, my account was re-instated around mid-night march 16th after being on the call with ecare for about 1 hour. The patchy/un-reliable service issues continued march 17th evening, when my account again got suspended from about 10.40 pm. On march 18th morning, i had repeated calls with ecare reps, a few calls got disconnected while i was placed on hold. Finally i was told by 1 ecare representative that there was no one in ecare who could help me. The only people who could help me was reliance webworld in thane who open their franchise store at around 10 am. I asked for a floor supervisor and a floor manager and was told no one was around and they would not be able to help too. Finally, i visited the reliance webworld in thane, and they resumed/restored the request. However, they too were not sure why my account was having so many problems.
It is really surprising that a well known company such a reliance communications, has such an extremely poor & dysfunctional processes in dealing with business customers as well as consumers. It took me numerous calls and dropped calls from ecare and visits to reliance franchise store to maintain my broadband
Connection. I paid about 6000 in all for the broadband and the data package. I am not sure if tata photon has similar issues but with these kinds of issue with reliance netconnect, i would think tata
Photon may be a better option for me unless something miraculous happens in the rest of the time i am in india.
One other thing to keep in mind if you are in the market for a wireless broadband prepaid service, is that reliance does not have any options to cancel or return the data card/package. Essentially, they take your money and run. They don’t really care about customer service. Their ecare is a bunch of kids who are reading the computer screen and seem to have no knowledge or power to do anything except wait for the franchise store to make any service changes including restoration of service
Also, if you are a multi-national professional or executive , sorry, reliance will not be able to help you after 8 pm India time, since the franchise store closes by 8 pm India time. So if you have business calls/conferences etc and your account has issues, sorry , reliance cannot help you, since the reliance ecare customer service redirects you to the franchise store that opens the next day at 10/11 am. This is what i was told by reliance ecare. Can you believe it? I use reliance data services even from the us & my family uses reliance comm products all over the place. Not a good image or customer service from a top Indian company!!!! I hope they learn quickly from this fiasco and make some significant changes or face losing market share & customers and most of all their credibility as a reliable telecom provider!!!
As if the above issues were not bad, the speed is unreliable too.they advertise 3.1 mbps but most of the time its around 1.6 mbps or less.
Recently, i have been getting 230 kbps consistently for quite some time.a