The great Reliance and their poor customer service.
When you talk about great service we talk about the excellent home service when they hook up a customer service.
However in real world does not translate into excellent customer service.
Today I was talking to a Reliance customer support representative to disconnect my second broadband connection and phone connection provided by Reliance which I just got. The reason, it has this hoaky logon page were I have to type a 10 digit number and a password get access to the internet which forces to look at their home page every time we connect. On top of it I have to keep the browser window open for the time online.
I requested them to terminate my connection and they told that it is not possible and the no webpage logon is available only for corporate customers and I am in not in a position to pay for that premium. As I was not too comfortable I asked them to terminate the service and the person on phone says, I cannot take a request to disconnect the service as it will take 3 days to update our records.
It was escalated one level but did not get an escalation were my request could be taken and attended to. I was hassled for 45 minutes and at the end of it the floor manager told that someone will get in touch with you tomorrow and that he has put all the information in the notes. His claim no one in his company has the authority to take a request from the cutomer to terminate a connection on the same day it was connected. His claim is that even " Anil Dhirubhai Ambani " does not have the powers to do it so he cannot escalate past him.
I was planning to sacrifice the reliable BSNL (government managed) phone and DSL connection in favor of the private provider Reliance DSL and phone connection. I think government is lot better compared to the private providers as the government organisations have a slow and steady process.
Information about the case : 8030225918 time 10.23pm
Customer support representative : Tanvir
Floor incharge : Sachin
Manager: Anil Ambhani ( as provided by Sachin )
I thought Anil is a visionary and I didnt know that he works at this level and I have to re-evaluate my thoughts about the company , if he is the next level manager.
