Jun 04, 2009 12:16 PM
11189 Views
Highly "Unreliable" Service !!
I have taken a Reliance landline in Dec, 2006. I have also been a fairly high usage customer (Average usage of Rs. 1750 p.m.) since then. My wife loves to connect with people and the phone is a critical tool for her. We have never missed a payment date - thanks to a bill pay facility through ICICI Bank.
My troubles have been mainly with the instrument given to me. I have had innumberable problems with the instrument. Initially, the antenna was loose and kept falling off which meant broken calls and poor reception of calls. After complaining a number of times, I got it replaced with another antenna which is better but not perfect. Even this one is loose but not as bad as the previous.
Then I had a problem with the charger. It suddenly stopped working and I had to call a number of times to get someone to replace it. Then I had several problems with the cord that connects the handset with the mouthpiece. This led to me not being able to hear the voice of the caller as well as frequent disturbances while talking. A number of complaints led to it being replaced but failing repeatedly. I even purchased from the market but even that did not work properly. Now after one more replacement, I am keeping my fingers crossed..
Now, a new problem - my battrey is not getting charged and is not able to retain charge. So, the land line has become something like a fixed line. I can only use it if connected to a power socket. Even that is not a permanent solution as the battrey keeps failing and calls get disconnected. I have made 4 complaints so far and not even one trechnician ahs turned up. It has been a month since I started complaining.
I even visited their service center for LG handset and they informed that I will have to buy a replacement battrey. When I agreed, they said, they are out of stock and will revert after a week. Even Reliance call center has the same excuse "Sir, we do not have stock of battrey".. I have spoken to many call agents as well as their supervisors. Each one is courteous and sincerely promising me that my complaint will be resolved in the next 48 hours, 72 hours etc. But I am still waiting.
If you go to the Web World, you will find it generally crowded. The people there are only interested in selling new connections and services. If you tell them that you have a complaint, there is no one willing to entertain you. They will start pushing you to some other arm (like call center, service center) and your compliant remains un-resolved.
When I have such a good track for over two years and wanted to have STD facility in my conenction, they made it very difficult for me. I was asked to give more deposit, more documents etc.. I just did not find it worth it and decided to make my STD calls from my cell phone only….
It is really surprising to see such a huge player in the tele-communications space having such a poor after sales service. Apparently, they do not track complaints till closure and do not have any proper method of having accountability for service in their organisation. If this continues, I am sure more and more customers will move away from this service provider to other competitors. Even I am now keen to move away back to the good old MTNL.
