This is one of the biggest blunders created by your company and the call/contact centre. I was repeatedly told by my friends about the inferior service from Reliance BIGTV, which I never believed.
As a loyal customer I have been using your service from past 1.3 yrs. (Rather I should say I have most of my communication through Reliance …. I have a Reliance landline/mobile, Reliance broadband and now the Reliance BigTV.)
Smart Card No. : 20 0636 1288 10
Name: Mahendra Shah
Tel. No. (040) 66329176 / 9392464699
ISSUES/CONCERNS
1. Balance in my account has disappeared.
2. Reliance TV not functioning.
Issue – 1 (Balance in my account has disappeared.)
Contact Centre Agent Name: Chetan Chauhan
Service Quality: Absolutely pathetic
Issue: Unresolved
Complaint: Not Logged
My subscription for the first year was due to end in Sept’2009 and that is when I contacted your call centre to know about the available packages and subscribe further.
I very clearly told your customer care that currently I had to pay extra for certain channels like POGO, ZEE, etc. and as such I wanted a package which would provide all these channels by default instead of paying separately for them.
She suggested the Diamond Pack for Rs. 2976/- all inclusive (which had all the channels I wanted and I did not have to pay anything seperately). She asked me to make the payment thru my credit card and then call back the Call Centre to get it activated.
My account at that point of time already had a balance of Rs. 600, all I did was made a payment of Rs. 2, 500/- so that after purchasing the Diamond Pack of Rs. 2, 976/-, I would still have a balance of Rs. 150/- in my account.
To my surprise when I called your contact centre today (because there was no TV coming from your end), I was told that my BigTV account had a negative balance of Rs. 5/-. I asked for the account details and I was told that I had subscribed for KIDS Channel, ZEE Channel, etc. for which I was paying Rs. 86/- per month.
I was stunned and told the agent that it was already a part of my Diamond Pack which I had subscribed for, but the agent reacted stating that I had not asked the Contact Centre to Unsubscribe the said channels. I repeatedly kept telling him that I had bought the Diamond Pack on the basis that I would not have to pay separately for the required channels and this was clearly discussed with your contact centre in Sept.
I asked your agent to log a complaint and give me the complaint no. so that I can follow up and ensure the amount is credit back to my account. He denied.
I asked your agent to connect me to his Supervisor/Manager so that I can speak and explain the situation. He denied and as usual said his manager was in a meeting.
I asked the agent to give me the name of his manager and he once again denied. Instead he asked me to call back after one hour.
All my morning leaving everything else I had to speak to your contact centre with an agent who hardly had any idea of whats going on. This was one of the most ridiculous situation speaking to Chetan who was not in a position to do anything right from giving a complaint no. to communication with his manager.
Issue – 2 (Reliance TV not functioning)
Contact Centre Agent Name : #NA
Issue: Unresolved
Complaint : 115348144
Today morning when I switched on my TV, it was not working, so as usual I called the BigTV toll free no. 1800 200 9001, after trying for a couple of times it connected me to the contact centre and I spoke to a lady who logged my compliant as per the above complaint no.
After intial troubleshooting, she said that the issue had to be checked by the service people since I had a problem receiving the signal. She mentioned about a charge of Rs. 175/- for the visit if the issue is not resolved after the trouble shooting by the 3rd party.
In sometime I was contacted by one “MAHENDER” calling from the no. 040-65960304. This was one of the most uneducated communication that I landed with. The person who called me was harsh/rude all that I can say, absolutely terrible. Without discussing the issue, all he said is “Paise bharo uske baad baat karenge, tab tak my trouble shoot bhi nahin karta”.
I was told by the Contact Centre lady that he would try and trouble shoot the issue remotely and if needed he would drop in to your place with the recharge cards to recharge your account and then check the issue. But this serviceman “Mahender” did not trouble shoot or speak anything else apart from communicating rudely about making the payment, I was only lucky that the ladies in my house did not speak to him.
After all this I do not see any value in further enhancing this relationship. My options are straight – You either fix the issue for me or refund all my money and I completely quit this relationship.
All my morning has been wasted in this conversation/mail, etc. and all I got is a terrible customer experience and extremely inferior service from a renowned group like RELIANCE.
Your reply/communication and action to this mail will be appreciated.
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