Respected/Dear,
I was an Happy Reliance customer till 9/01/06. 9/01/06 my prepaid account got expired. I went to recharge my Prepaid account for Rs.360 Karnataka Circle.
Tuesday 10,Jan 2006:
2.30 PM :
Since my account has expired as on yesterday . At 2.30 PM after lunch. I went to Retail outlet Opposite to BTM 1 Stage named "Shree Real Estate" .Bought a Rs.360/- voucher. usually I used to scrap the pin and charge at the shop, since I had some urgent work ,with the confidence of I can charge from office ,went to office with the voucher.
3.30-4.00 PM,
I started to recharge with the PIN entered in the voucher ,normally after entering the PIN it should give me message your account has been recharged ,this time it was keep asking enter your PIN Number, I entered 14 Digit PIN [xxxx xxxx xxxxxx#]number printed on voucher. It continued to asking to enter PIN. Tried like this 10-15 times.
4.15-5.00
went to the shopper ,told the problem ,sir since you have opened at your end we can't claim responsibility, it is neither our fault, call up to customer care…our dealer is coming after 2 days ..we will speak to him ….please come after 2 days.
Wednesday
Morning 8.00 AM
Called up customer care *369. for each call we need to wait for 20-60 minutes to reach CC [Customer Care]. If we ask for English support since there will be lot more people asking for English ,I opted Kannada for CC. from 8.00AM to 8.15 AM till the CC,picks up annoying message keep saying "Your call is important to us . All our CCE are busy with other call. pleases be online" for 15 Minutes.
Me: Hello , I am XXX. I had bought Rs 360/- voucher it is not getting recharged.
CCE: Sir, Have you followed the instructions to recharge
Me: yes , Tried 20-30 times from yesterday
CCE: tell me the Voucher Number
Me: voucher Number ……
CCE: Sir, Now I can't the status of voucher, all our systems are down. please call us after 2-hours.
Me : ok.
After noon 11.00 AM
Called up CC, again waiting period for 30 minutes . "Your call is important to us . All our CCE are busy with other call. pleases be online" for 30 Minutes. it is now 11.30 AM,I got CC line.
Me: Hello , I am XXX. I had bought Rs 360/- voucher yesterday it is not getting recharged. Called up CCE in morning
CCE: can I have your voucher ID,
Me: voucher Number ……
CCE : sir, I can't check the status , we have some problems with our system. please call us after 2 hour.
Me: [ frustrated ,after waiting on line for 30 Minutes ] Why are you doing like this ? I had called up in the morning ,you said call me after 2 hour , I am calling after 3-4 hour even then your are asking me to call after 2 hour.
CCE : Sir ,we can't help sir. Please call us after 2 hour
Evening 4.00PM
Called up CC, again waiting period for 30 minutes . "Your call is important to us . All our CCE are busy with other call. pleases be online" for 30 Minutes. it is now 4.30 PM,I got CC line. I should go mad by this time
Me: Hello , I am XXX. I had bought Rs 360/- voucher yesterday it is not getting recharged. Called up CCE in morning
CCE : Sir, Tell me your voucher number
Me: voucher Number ……
CCE: Sir , Have your registered a complaint ?
Me: what complaint ? If it continues like this I may need to give complaint to Police ….Customer Rights ? Telecom regulators…
CCE : Sir , I will register a complaint .
Me: What ? till now you have not registered my complaint ? This is my Third call. Why others have not registered my complaint ? [amazing , we call up CC , to solve our problems, they have not registered complaint ] Tell me my complaint no…
CCE : Sir, your complaint No is 33XXXXX
Me: When will be my account recharged ?
CCE : Sir, we have registered the complaint , it will be done in next 6 hours , after 6 hours try to recharge ,it will be done
Me : why can't you recharge from there ?
CCE : No we can't recharge from here,
Me: It is nonsense ,you know the problem , u can't solve it .
CCE : we don't have systems or authorities to recharge
Me: why don't you call me and intimate when it is done..
CCE : we don't have outgoing, recharging service from here..
Me : ok, when will my account be recharged ? if not what shall I do..
CCE : Sir, it will be done.
Me: can I call directly CC.
CCE : no sir, you can't call directly
Me: every time we call, we need to wait in the call- Q for 40 minutes..
[ it is a hell experience , you know the problem , you know which extension to go ..but still you have to go throw all menu selection …42130… It makes customer life miserable]
CCE: yes, every body does the same
CCE: thank your for call Reliance CC,
4.45 PM.
Today No-Incoming call No out going call, I Wanted to call my friend in Kerala …I couldn't , My friend wanted to reach me to discuss on GMAT Exam …he couldn't
Thursday
7.00 AM,
Called up CC, again waiting period for 15 minutes . "Your call is important to us . All our CCE are busy with other call. pleases be online" for 15 Minutes. it is now I got CC line. I should go mad by this time
Me: Hello , I am XXX. I had bought Rs 360/- voucher yesterday it is not getting recharged. Calling from 2 days.
CC [Raghavendra] : Sir, your voucher ID
Me : voucher ID….
Raghavendra : Sir , your try from 30336868 ,
Me : if it doesn't happene what shall I do ?
Raghavendra : It will happen , sir try 2230336868
Me : this is outside Karnataka , who will pay the STD Bill…
Raghavendra : Sir, no other way you have to call
2.30.00 PM
In Busy office work , I had forgotten this issue, then I remembered
Called up CC, again waiting period for 30 minutes . "Your call is important to us . All our CCE are busy with other call. pleases be online" for 30 Minutes. it is now I got CC line. I should go mad by this time
Poornima : how can I help u ?
Me :repeated the history…
Poornima : Sir, Tell me your voucher ID…
Me : voucher ID… 0233XXXXX
Poornima : Sir, your voucher is showing Error Message , you return to the seller and get a different voucher.
Me : then why did Ragavendara in morning asked me to recharge.. he could have told me this.
Poornima: that time systems were not ready ,so some times this problem happes , hence he had told like that.
After hearing this I went to the retail shop "Shree Real Estate". Told this story , He didm't agree to give me new voucher …He called up Dealer " DORE"
DORE { 9341301405} . They conversed for 3 minutes ..then I spoke to DORE
Me : sir, CC people said they have problem with voucher asked for replacement..
DORE: sir, We need to check the problem..
Me : why can't you give me a replacement..
DORE : that you should ask shopper..?actually you shouldn't speak to me…
[I gave it to shopper to speak with dealer]
Me à Shopper : you give this to dealer and give me replacement ?
Shopper : No, Sir we can't give replacement…Our dealer is saying he will check it then only he will give…until then we can't give u new voucher..
Called up CC at 3.30 PM again waiting period for 45minutes . "Your call is important to us . All our CCE are busy with other call. pleases be online" for 45 Minutes. it is now I got CC line. At 4.15 I should go mad by this time
This time I asked the Shopper to speak to CC.
Shopper spoke to CC and confirmed about the problem.
Meà CC [komal ] : why can't u tell the Dealer DORE to give replacement ?
CC [komal ] : Where did you bought the voucher ..
Me à retail out let
CC: [komal ] Sir, if it would have been Web world we would have given instant replacement ..? retail doesn't come under our preview ? it is between you and dealer ?
Me : are we not customers of RIM, ? are we not paying for voucher ? how come this second class citizen ship to retail customers ? then y do u sell in retail outlets ? tell to buy only from web world.
CC [komal ] : We can't help anything sir, pleases talk to dealer.
Me -> DORE : how long will it take to get replacement ?
DORE : Sir, we need 1-2 weeks ..[15 days.. ]
Me : 15 Days . I will be without incoming and out going calls.
Shopper -> ME : Sir, He is coming tomorrow, you also come tomorrow then we will speak.
7.45 PM
I came early from office, started composing complaint letter addressed to "Telecom Authority of India, Customer Grivence Cell Karnataka, All Print Media , Online journals [indiatimes.com/rediff.com], Mail Groups , Reliance Executive Board"
Half way through composing complaint….
Received a call from Reliance Guy saying my account is getting recharged…
RG [reliance guy] : Sir, you account has been recharged
Me: thnx, why this problem ?
RG : sir , due to some network problem
Me: 2 –days It cannot be Network Problem, [ Poornima had told me your voucher is giving Error message , get a new voucher , this fellow tells me network problem ]
Lesson to RIM users :
1.Don't buy from the retail outlets ?
2. If you buy on retail outlet , charge immediately. Before you make payments ?
Respected Regulator/Consumer Rights Cells/Media,
We are all talking about increasing Tele Density. Along with that you need to create awareness among people about the Tele rights.
Abuse of such consumer rights should be dealt with sever punishments. Being a tech savvy , Technologist , I am facing problems like this. I am sure there are many people like me affected like this. We don't know whom to look for help ?
Providing an awareness about this kind of consumer grievances cell, will keep Tele Operators service in order ,otherwise they take customers for granted and render service as they wish like I was suffered.
Regards
Dear Reliance Infocomm,
If you had patience and gone through the mail. You will get better insights to enhance customer service. Growth happens with happy customers…not with just numbers…
If you look at my problem . If you keep your self in my shoes and see things
1. I was misguided / not properly told what to do .. Some body says {CC }. System problem/call different line / exchange voucher ? what is this ?
2. on every call we need to wait 20-60 Minutes… This is absolutely in humane ? do you want to discourage to make a call to Customer Care ? Growth is not just increasing the revenues or customer base. it must be a value creative growth. serving 20 Million people with a annoying facility is paining ?
3. Why do you treat customers in classes. Web world customers are different ? retail are different ? doesn't we pay Cash for voucher ? aren't we RIM customers ? If I can get an instant replacement for damaged voucher in web world ,I should be able to get them on retail outlets. In case of problems like this living to customers and distributors to solve problem ,Is the height of Irresponsibility towards customers.?
Regards
Deeply Hurt customer
