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Reliance Netconnect – deplorable service from Reliance
Complaint against Reliance Communication: On 23-Dec-2009, my office staff bought 2 Reliance NetConnect USB hi speed modems online, and we paid 7000 Inr. for the same – via credit card. ( Inr. 3500 per modem. )
My predominant reason for buying this modem ( the one for myself ) was to utilize it end december, during the holidays. I needed to stay connected for some important e mails i was awaiting. The online negotiation had to be answered within the hour, for an important million dollar deal we were negotiating with one of our customers.
On the 25-Dec-2009, Mr. Damodaran from Reliance Netconnect visited us in our location, for a physical verification, and gave us 2 hardware packs of the said USB Modems. He verified and took all the required documents and confirmed the USB modems would start working within 48 hours.
The Reliance Netconnect modem given to me carried the following number : 09342428517
Of course, I was unable to use the modem i bought since it was never activated by Reliance Netconnect, and i had to run to the business centre during my travel, to check and answer my e mails.
Since neither of the modems started working, we started calling Reliance customer care and they asked us to contact Reliance Webworld..
We tried to call Mr. Damodaran, but he remained incommunicado, and did not reply to any calls we made to the mobile number he had provided us.. We went and resubmitted the documents to Reliance, Double Road, since Mr. Damodaran had informed us he was attached to this office. We learnt that this was a dealer, and the activation had to take place from Reliance WebWorld.
Finally, On the 4th of January 2010, frustrated and tired, I personally visited Reliance Webworld, Cunningham road, Bangalore and explained the complete scenario. They confirmed that the documents had not been uploaded and hence the activation was not possible. They asked for a full set of documents and that they would ensure that the service was activated within 24 hours of receipt of the same. The complete set of documents was submitted to Reliance Webworld, Cummingham Road, on the same day. Mr. Girish, guaranteed that the documents had been uploaded and the USB modem activated on the 05th and 06th of January.
One of the modems started working around the 9th of January, 2010. The other one in my possession remained dead.
Once again, i went for a trip and was unable to use the USB modem, as the same was not activated.
When i came back to Bangalore, I spoke with Reliance Customer Care and they patched in a conference call with Mr. Girish of Reliance WebWorld who now confirmed that he had done the needful and uploaded the documents. His confirmation that the said USB Modem had been activated changed and he confirmed that there was some problem with their back end ?
Even with continuous follow up with Customer Care and Mr. Girish, we reached nowhere. The last straw came when Mr. Girish informed me not to call him on his mobile number since it was his personal number and he could not do anything anymore. I should contact Customer Care.
Neither Customer Care nor Reliance Web world ever called me back to update me on this issue.
Finally, i visited Reliance WebWorld on Cunnigham Road mid January 2010. While standing in Reliance Webworld i called Reliance Customer Care. My marathon 55 minute call with Customer Care, while i was standing in the Cunningham road, Reliance Webworld, came to nought. I was left holding on for 15 minutes at the end of this single call, by the customer care executive, who confirmed that she was transferring me to a supervisor who could help me resolve this issue. Finally, the call which was on loudspeaker, for the staff in Reliance Webworld to hear, disconnected on its own, while we listened to music. The Manager in Webworld apologized, and confirmed that he would have the needful done, and have the USB modem activated within 48 hours.
I understood that both Customer Care and Webworld were helpless due to some internal issue.
Hence, I wrote out a handwritten letter, in duplicate, asking Reliance Netconnect to give me a full refund ( Inr.. 3500 ) due to their inability to activate the USB Modem i had bought on the 23-Dec-2009. The Manager sealed and signed the letter and gave me my copy. He added ” Have not accepted to give Refund ” on the letter to cover his own back.
I called Reliance Csutomer care, who apologized profusely, and confirmed that the USB Modem was still not activated. Upon explaining that i had asked for a full refund, and was not interested if the modem had not been activated, I was informed to go to Reliance Web World.
Today, the 27th of January 2010, I have received an e mail from Customer Care informing me that No refund was possible as per the company policy.
Which company can sell a consumer a product, taking payment in advance, then not activate it, and confirm that they will not give a refund.
We, the consumer, are treated like a ping pong ball, by these companies, which have zero service level and no conscience.
Hence, this complaint to India consumer forum.
I hope and trust that the same will help me to obtain justice and my full refund, for a service that was never delivered by Reliance Netconnect.
I would also ask for interest, and compensation for the time and money i have spent on following up this matter with Reliance Customer Care and Reliance Web world.
Thanking you, with best regards, I remain,
Yatish Moncourt Director Francis Wacziarg Agencies (P) Ltd Bangalore 560027 E Mail : yatish@fwacziarg.comRelated posts:
