Mar 16, 2007 03:40 PM
1782 Views
Reliance started its actual operations a few year back even though they took the license many years back.
For the first one year their focus was only the quantity that is number of customers whether they are quality customers or not, therefore, they added many customers left-right hence huge loss.
In the process the good customer had to suffer and they had to pay for bad customers, Reliance was not geared to handle so many customers thus poor support and service.
Today also their support is very poor, they some time do over billing, Initially I have pointed out flaws in their billing S/w such as the billing started with in 10 second of the calling the number without checking in how much time the call is acknowledged , thus, people lost a lot of money and reliance gained.
Today also it seams international calls are not routed through the right service provider, these are sent unofficially, We dot get the called party number for incoming call.
I gave a suggestion to them as how they can make a roaming facility to uses with out having roaming permission by having a dummy number and call forwarding at that number.
They started Reliance Web world for serving the reliance customer, again they have subcontracted it to outsiders with out training, their behavior and support is very very bad.
Initially the calls / mails sent to chairmans office were responded to but it looks that they get so many complaints that they do not respond.
It is easy to build the customer base but very difficult to hold, Reliance need a operations head who is not only business oriented but alos man of MIS and customer oriented.
If reliance does not take care of the customer issues now, than, in the time to come they are going to have big problem.
It is better to give a good service to good customers in place of having large customer base with most of them dis-satisfied and good customer paying for bad indirectly.
Same is the story of the people working with reliance, you will find that maximum number of people leave reliance in terms of percentage( turn over is very high) and dis-satisfaction level is very high. Above some level money is not so important, it is the culture and the freedom of operations which makes the person happy but reliance feel that they can buy a person by paying more, it is their myth.
Overall Reliance service is very very bad, they take more than 2 months to terminate the connection that too with so many mails and visit to reliance web world, there are many more such issues.
Avinash C Gupta
acg7@rediffmail.com
09376132798
09427318916
