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కొసరి వడ్డించేంత దూరంగా ఉండు
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దూరం అవుదామనుకున్న ప్రతిసారీ
దగ్గరయేంత దూరంగా ఉండు
Friday, May 8, 2009
Wednesday, May 6, 2009
Reliance NetConnect - Customer care? or snare?
This blog entry is to share my bad experience with Reliance NetConnect, a product that allows us to be connected to internet on the move. Basically, it comes with a modem with USB connector and suitable software. After returning to India in Oct 2008, this is the worst of all. So, I thought of sharing with as many as possible to warn/save them from this snare. All this has happened in the town of Rajahmundry.
If you also suffered with Reliance products, esp. with NetConnect, please share your story and how you resolved your issues. Also, for my sake, please go to Reliance Customer Feedback web page and write a few lines to convey them how bad your experience is and whether you would recommend their products and services to your friends and family - http://www.rcom.co.in/RNetconnect/RNC/ecare_feedback.jsp
1. First we have bought the modem (CDMA Data Modem MG880), the CDMA 1X black modem with a tiny antenna, for around 3000 rupees, which is a one-time and non-refundable amount. Once bought, you are stuck with it whether or not you choose to continue your net services with Reliance.
2. We have chosen a plan with free 15 hrs day time and 30 hrs night time for a monthly fee of 300 rupees (337 including all taxes); and any time beyond the free limit gets charged at 50 paise/min. And when we have taken this plan, there was an offer to double up the time (both day and night hrs) for the first three months – so, for the first three months, we would get 30 hrs day time and 60 hrs night time.
3. We have got the new modem installed with the data modem /phone number 939 377 1576 on 11th November 2008. The confirmation letter says the plan is RNJ149DATA and the bills say something extra to mention the special offer, RNCSWIFT60_300. At the time of installation, I was out of town and my mom, who has no technical knowledge, was present. And nobody mentioned when the next bill would come and how many hours should we use by that billing cycle. So, since there is no verbal or written communication about the billing cycle nor the hours limitation, naturally my assumption was that I could use 30 hrs day time and 60 hrs night time (for the first three months according to the special offer) until 30 days from the day of connection.
4. First, to my surprise, the net connection was so slow and horrible, it started taking about an hour to just check my regular email, let alone web surfing. The product was so under the expectation level (it says 256 K modem) and then I understood the concept of “hours” measurement. Its all about letting the customer exceed the hours limitation and charging extra money for such an inferior product. I was clearly not happy with the product, but still I wanted to give it a chance for a few more days/months.
5. Then, came another surprise – by the first week of December, I got my first bill for 15 days, i.e, from 11th November 2008 to 4th December 2008. By then I have used 21:20 hrs day time and 5 hrs night time. I was well within the free limit for the first month. Here comes the surprise part – the bill says I should use only 16 hrs day time for the first 15 days. Since I have used 5:20 hrs extra day time, they have charged 50 paise/min, which came to about 160 rupees extra, which is ridiculous . Its not about how much, its about whether its just. Clearly I was not happy with their billing methods and communication.
6. Thinking that it’s a mistake and hoping that they would correct, I went to one of their bill collection stations, which also happened to be Reliance NetConnect’s marketing and service center at Danavayipet. I have experienced the worst ever known customer service. I was informed that I should use only 16 hours (as the bill says) by the first billing cycle and every minute after that was charged according to the “excess” minutes used, i.e. 50 paise per minute.
7. I have asked them to show me “in writing” where they have informed me or my mother about this hours limitation and the billing cycle deal. They said here and there and finally, when I told them I would not leave the office until I was shown the proof of information in writing, they finally admitted that there is no written proof. But they said they cannot correct the charge as it is company’s policy. Fed up and clearly not convinced, I have paid them the total due anyway, giving them another chance and left almost disgusted about this public looting. I had mentioned that I am thinking of canceling my account with them if it continued the same way.
8. I was told at the same office, I will get a call from Reliance asking me whether I am satisfied with the product and I will be given a chance to give my true feedback. I waited for that call and finally it came. I explained them what happened and asked for correction in the next bill. And the rep said happily, “everything will be taken care”. And it was not. The next bill came with no adjustment. I was clearly unhappy with the service and the attitude of the company employees, at least local employees and the call center rep till then.
9. Another month gone by with this unhappy product. It literally takes hours to check a normal email, which otherwise takes hardly 10 minutes. Another billing cycle gone by. By then, I was adjusting to the horrible product and negative attitude of the Reliance employees and policies; and the bill came as expected this time, but with no adjustments as the call center rep promised. 337 rupees per month for the billing cycle 5th December 2008 to 4th January 2009. I went to the same office with the technical issue, got it resolved and paid the bill. I have repeatedly asked them to escalate these issues to the regional/head office. Every time I was given the same answer, “yes m’m, will do”, but with no result. I don’t believe any escalation was ever done.
10. When it came time to receive the next bill for the billing cycle 5th January 2009 to 4th February 2009, the bill never showed up. But an SMS message was sent, on 22nd February, warning that if the bill was not paid by the next day, the connection will be disconnected. This SMS almost portrayed me as a defaulter. That broke my patience with this product/service/ billing and decided not to pay the bill and let the connection be disconnected as the company’s SMS warned.
11. We have ordered for BSNL landline just for the sake of Broadband and got the Broadband (Home 500 C+ plan) installed on February 23, 2009. And we have stopped using Reliance NetConnect immediately. And we have been very happy with the BSNL product/service/billing, exp. after our horrible experience with Reliance NetConnect. And you think I lived happily ever after. Evidently not.
12. A bill deliverer/collector showed up at my doorstep around 28th February to deliver the bill. I have clearly told him to inform the company that I will not pay another paisa towards this horrible product/service/billing package and disconnect my account right away as per the warning SMS from Reliance. He left acknowledging that he would inform and that a lot of customers are facing the same type of problems. Since then, we have neither received any bills nor any employee stopped by to find out what happened.
13. Even though we have stopped receivng bills, I still had a doubt about the status of my account as there was no written communication informing that my account is closed. So, I stopped by their billing center near RTC complex and inquired about my account status. SURPRISE!! SURPRISE!! My account is still active and the new outstanding balance is around 800 rupees. Evidently the bill collector never informed what had happened. Neither the company followed up their own warning. With a bitter taste in my mouth, I have patiently explained them what had happened since the beginning of this connection. Then they asked me to submit a written request to close the account and disconnect the net connection. I have done so asking to disconnect and cancel the so-called "outstanding" dues.
14. Later, as they have informed, I have received a call from their customer retention center from Vizag. I have patiently explained what had happened since the beginning of this connection AGAIN. Just like any other retention rep, she asked me if I would like to continue using NetConnect if they had given me X Y Z free offers. I said NO. I said, “I am not satisfied with your basic product/service/billing. I would not continue with you at all”. She has asked me to pay the outstanding bill. I said I cannot pay for what I have not used, neither received bills. I have asked her to close my account and send me a letter as soon as possible that my account is indeed closed with no dues. I believed my nigtmare was over. I wish it really did.
15. A week later, another bill collector showed up asking me to rethink about closing the connection and pay the total outstanding bills. I have ONCE AGAIN patiently explained what had happened since the beginning of this connection and clearly told I would not pay another paisa and I need to have my account closed. He left promising that he would do whatever he could. Apparently he did NOTHING.
16. On 5th May 2009, the same bill collector came with another guy to my home. The new guy simply said, “We are coming from Reliance”. No introduction with his name or title and no proper communication of his objective of this visit AFTER explaining clearly what is my decision to multiple people in prior. He asked the same again – to pay the total outstanding bills. He says that he sees the usage in my account during the next two months after I asked them to stop my service. I said the same again that I need my account closed and I didn’t use Netconnect after asking them to disconnect, but this time a bit impatiently.
17. Evidently, no two people in this company seem to communicate the truth clearly with each other. And finally, this guy left with a threat that if I didn’t pay the dues, he will proceed legally. I was about to laugh. Cannot you see? They are asking me to pay the bills, for which I have not used and never received bills. And harassing and threatening to file a case against ME. I said, please do proceed legally and I will also proceed legally then. With that, he left.
Instead of taking the true feedback from the customers and continually improve their product/service/billing, Reliance seems to show its true extreme capital company mentality that cares only about money. Until I had this bad experience, I used to be so proud of Reliance. I hope Reliance will wake up and truly retain its customers by providing and improving its products and services.
I am a loyal customer to any company that provides good product/service with reasonable billing and do not switch companies just because it costs a few rupees lesser than what I have currently. And I do not feel its worth even a paisa to pay to Reliance NetConnect, both product and service.
And needless to say, DO NOT use Reliance NetConnect. And be cautious when dealing with Reliance products.
(This is what happened till now. I wish it would stop here, but I suspect it wouldn’t. As and when there are updates, I will keep updating this blog entry. If you also suffered with Reliance products, esp. with NetConnect, please share your story and how you resolved your issues. Also, for my sake, please go to Reliance Customer Feedback web page and write a few lines to convey them how bad your experience is and whether you would recommend their products and services to your friends and family - http://www.rcom.co.in/RNetconnect/RNC/ecare_feedback.jsp)
If you also suffered with Reliance products, esp. with NetConnect, please share your story and how you resolved your issues. Also, for my sake, please go to Reliance Customer Feedback web page and write a few lines to convey them how bad your experience is and whether you would recommend their products and services to your friends and family - http://www.rcom.co.in/RNetconnect/RNC/ecare_feedback.jsp
1. First we have bought the modem (CDMA Data Modem MG880), the CDMA 1X black modem with a tiny antenna, for around 3000 rupees, which is a one-time and non-refundable amount. Once bought, you are stuck with it whether or not you choose to continue your net services with Reliance.
2. We have chosen a plan with free 15 hrs day time and 30 hrs night time for a monthly fee of 300 rupees (337 including all taxes); and any time beyond the free limit gets charged at 50 paise/min. And when we have taken this plan, there was an offer to double up the time (both day and night hrs) for the first three months – so, for the first three months, we would get 30 hrs day time and 60 hrs night time.
3. We have got the new modem installed with the data modem /phone number 939 377 1576 on 11th November 2008. The confirmation letter says the plan is RNJ149DATA and the bills say something extra to mention the special offer, RNCSWIFT60_300. At the time of installation, I was out of town and my mom, who has no technical knowledge, was present. And nobody mentioned when the next bill would come and how many hours should we use by that billing cycle. So, since there is no verbal or written communication about the billing cycle nor the hours limitation, naturally my assumption was that I could use 30 hrs day time and 60 hrs night time (for the first three months according to the special offer) until 30 days from the day of connection.
4. First, to my surprise, the net connection was so slow and horrible, it started taking about an hour to just check my regular email, let alone web surfing. The product was so under the expectation level (it says 256 K modem) and then I understood the concept of “hours” measurement. Its all about letting the customer exceed the hours limitation and charging extra money for such an inferior product. I was clearly not happy with the product, but still I wanted to give it a chance for a few more days/months.
5. Then, came another surprise – by the first week of December, I got my first bill for 15 days, i.e, from 11th November 2008 to 4th December 2008. By then I have used 21:20 hrs day time and 5 hrs night time. I was well within the free limit for the first month. Here comes the surprise part – the bill says I should use only 16 hrs day time for the first 15 days. Since I have used 5:20 hrs extra day time, they have charged 50 paise/min, which came to about 160 rupees extra, which is ridiculous . Its not about how much, its about whether its just. Clearly I was not happy with their billing methods and communication.
6. Thinking that it’s a mistake and hoping that they would correct, I went to one of their bill collection stations, which also happened to be Reliance NetConnect’s marketing and service center at Danavayipet. I have experienced the worst ever known customer service. I was informed that I should use only 16 hours (as the bill says) by the first billing cycle and every minute after that was charged according to the “excess” minutes used, i.e. 50 paise per minute.
7. I have asked them to show me “in writing” where they have informed me or my mother about this hours limitation and the billing cycle deal. They said here and there and finally, when I told them I would not leave the office until I was shown the proof of information in writing, they finally admitted that there is no written proof. But they said they cannot correct the charge as it is company’s policy. Fed up and clearly not convinced, I have paid them the total due anyway, giving them another chance and left almost disgusted about this public looting. I had mentioned that I am thinking of canceling my account with them if it continued the same way.
8. I was told at the same office, I will get a call from Reliance asking me whether I am satisfied with the product and I will be given a chance to give my true feedback. I waited for that call and finally it came. I explained them what happened and asked for correction in the next bill. And the rep said happily, “everything will be taken care”. And it was not. The next bill came with no adjustment. I was clearly unhappy with the service and the attitude of the company employees, at least local employees and the call center rep till then.
9. Another month gone by with this unhappy product. It literally takes hours to check a normal email, which otherwise takes hardly 10 minutes. Another billing cycle gone by. By then, I was adjusting to the horrible product and negative attitude of the Reliance employees and policies; and the bill came as expected this time, but with no adjustments as the call center rep promised. 337 rupees per month for the billing cycle 5th December 2008 to 4th January 2009. I went to the same office with the technical issue, got it resolved and paid the bill. I have repeatedly asked them to escalate these issues to the regional/head office. Every time I was given the same answer, “yes m’m, will do”, but with no result. I don’t believe any escalation was ever done.
10. When it came time to receive the next bill for the billing cycle 5th January 2009 to 4th February 2009, the bill never showed up. But an SMS message was sent, on 22nd February, warning that if the bill was not paid by the next day, the connection will be disconnected. This SMS almost portrayed me as a defaulter. That broke my patience with this product/service/ billing and decided not to pay the bill and let the connection be disconnected as the company’s SMS warned.
11. We have ordered for BSNL landline just for the sake of Broadband and got the Broadband (Home 500 C+ plan) installed on February 23, 2009. And we have stopped using Reliance NetConnect immediately. And we have been very happy with the BSNL product/service/billing, exp. after our horrible experience with Reliance NetConnect. And you think I lived happily ever after. Evidently not.
12. A bill deliverer/collector showed up at my doorstep around 28th February to deliver the bill. I have clearly told him to inform the company that I will not pay another paisa towards this horrible product/service/billing package and disconnect my account right away as per the warning SMS from Reliance. He left acknowledging that he would inform and that a lot of customers are facing the same type of problems. Since then, we have neither received any bills nor any employee stopped by to find out what happened.
13. Even though we have stopped receivng bills, I still had a doubt about the status of my account as there was no written communication informing that my account is closed. So, I stopped by their billing center near RTC complex and inquired about my account status. SURPRISE!! SURPRISE!! My account is still active and the new outstanding balance is around 800 rupees. Evidently the bill collector never informed what had happened. Neither the company followed up their own warning. With a bitter taste in my mouth, I have patiently explained them what had happened since the beginning of this connection. Then they asked me to submit a written request to close the account and disconnect the net connection. I have done so asking to disconnect and cancel the so-called "outstanding" dues.
14. Later, as they have informed, I have received a call from their customer retention center from Vizag. I have patiently explained what had happened since the beginning of this connection AGAIN. Just like any other retention rep, she asked me if I would like to continue using NetConnect if they had given me X Y Z free offers. I said NO. I said, “I am not satisfied with your basic product/service/billing. I would not continue with you at all”. She has asked me to pay the outstanding bill. I said I cannot pay for what I have not used, neither received bills. I have asked her to close my account and send me a letter as soon as possible that my account is indeed closed with no dues. I believed my nigtmare was over. I wish it really did.
15. A week later, another bill collector showed up asking me to rethink about closing the connection and pay the total outstanding bills. I have ONCE AGAIN patiently explained what had happened since the beginning of this connection and clearly told I would not pay another paisa and I need to have my account closed. He left promising that he would do whatever he could. Apparently he did NOTHING.
16. On 5th May 2009, the same bill collector came with another guy to my home. The new guy simply said, “We are coming from Reliance”. No introduction with his name or title and no proper communication of his objective of this visit AFTER explaining clearly what is my decision to multiple people in prior. He asked the same again – to pay the total outstanding bills. He says that he sees the usage in my account during the next two months after I asked them to stop my service. I said the same again that I need my account closed and I didn’t use Netconnect after asking them to disconnect, but this time a bit impatiently.
17. Evidently, no two people in this company seem to communicate the truth clearly with each other. And finally, this guy left with a threat that if I didn’t pay the dues, he will proceed legally. I was about to laugh. Cannot you see? They are asking me to pay the bills, for which I have not used and never received bills. And harassing and threatening to file a case against ME. I said, please do proceed legally and I will also proceed legally then. With that, he left.
Instead of taking the true feedback from the customers and continually improve their product/service/billing, Reliance seems to show its true extreme capital company mentality that cares only about money. Until I had this bad experience, I used to be so proud of Reliance. I hope Reliance will wake up and truly retain its customers by providing and improving its products and services.
I am a loyal customer to any company that provides good product/service with reasonable billing and do not switch companies just because it costs a few rupees lesser than what I have currently. And I do not feel its worth even a paisa to pay to Reliance NetConnect, both product and service.
And needless to say, DO NOT use Reliance NetConnect. And be cautious when dealing with Reliance products.
(This is what happened till now. I wish it would stop here, but I suspect it wouldn’t. As and when there are updates, I will keep updating this blog entry. If you also suffered with Reliance products, esp. with NetConnect, please share your story and how you resolved your issues. Also, for my sake, please go to Reliance Customer Feedback web page and write a few lines to convey them how bad your experience is and whether you would recommend their products and services to your friends and family - http://www.rcom.co.in/RNetconnect/RNC/ecare_feedback.jsp)
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