Reliance as an organisation is totally dystunctional.
It took 2 months from the time of my application till the service got installed.
Things keep getting stalled and I had to keep chasing and calling.
Next, WIMAX as a service is totally unreliable. After 3 days, the connection was down for more than a month! Since then it has come on and off. I have not experienced a single day of smooth uninterrupted connection. Sometimes signal is so unreliable I can hardly refresh a webpage before it goes off again.
Customer care service is horrendous. The 'helpdesk' is totally hopeless. I have made countless calls, practically everyday. I get put on hold and sometimes cut off and have to call back again and again.
Each time I speak to a different officer , and have to repeat my problem again. And all this is at the expense of my STD bills.
No matter what my complaint, each time I speak to different officer who gives the same standard response. They apologise, promise to forward the message and promise that my problem will be solved and DEFINITELY someone will attend to my problem and call me back. This has only happened once!
Reliance 'protocol' will not allow them to put me in touch with previous staff whom I had spoken to. Promises can be easily made but there is not way to hold anyone accountable in this faceless system.
If this is the only customer face of Reliance, I sought to get the contact of a higher authority to speak to regarding the ineffectiveness of the Helpdesk itself. Needless to say there is no standard programmed response to that and so they refuse to direct me to any other authority who can address this issue.
The personnel I had contacted for the installation had promised a waiver given the non-provision of service. Even that message could not be properly communicated to the billing department, who have been calling me.
I have been writing to the Customer complaint email provided, '
[email protected]' and even that comes with a standard computerized acknowledgement, promise that they would respond very soon. Eventually when I do get a response its yet another standard promise that my problem would be resolved with no definite timeline from the general email address.
Another issue of complaint - This week, a servicemen had contacted me saying they had been sent by Reliance to ‘check my connection’ and 4 men arrived at my apartment, and after some probing I realized they were not from Reliance but were from Telsima, the providers of the antennae equipment. According to them, Mr Suresh M from Reliance had given them my address for testing of their equipment. They had used my computer and done some testing, and in the process claimed they realigned roof antennae which was improperly installed. They claim this to be the reason for my reception problems. Network was restored for a few hours after they came but was down again after.
I was never informed by Reliance and had not authorised any such testing. They did not have any namecards or any proof of authorization from Reliance. The only information I could get is from an identity pass and a part note from Reliance (see attached photos). After speaking with the personnel from installation Ms Geetha, she acknowledged such a situation should not have happened and was supposed revert with an explanation from the Mr Suresh who had given out my address. It has been a week, I have not heard from her and my calls have not been answered.
I am in a totally helpless situation and at the mercy of this service provider. There is no forum to lodge any complaint that will be addressed. What does it take to get basic internet connection here??
