Reliance’s Poor, Pathetic Attempts At Customer Care

They have done it again. Just when I think that Reliance Broadband’s customer care service cannot get any worse – they surprise me and become even more pathetic! My internet connection went down on Friday afternoon at around 1pm or so. I called up Reliance’s customer care at around 1:30 pm to make a complaint but the line kept getting disconnected. Finally I had to call the local tech guy’s office and have them register a complaint on my behalf, using the online tool. But 24 hours later – no contact from Reliance. Fail #1! So I called the call center on Saturday evening and asked what happened . Agent says “No idea” so I asked to get transferred to a floor supervisor. This guy listened to me for 20 minutes and promised me a call back, after checking with the technical department, either later that night or  by Sunday afternoon. And guess what – he does not call me back! Fail #2!

So a senior customer care representative promises a call back to a customer and he does not deliver! Wow, that is bad. But wait there’s more. On Sunday I called their call center again by the afternoon and spoke to a young lady- she too, after checking the status of the complaint – said that I would get a call back from a technical employee if the connection is not restored by 6pm. 6pm came and went and no call back and no internet connection – Fail # 3! I called the call center at night and spoke to an agent and for 1 hour he tried to transfer my call to a supervisor on my request. No supervisor was available to take my call and yet they did not call me back either – Fail #4!

On Monday, I called the appellate complaint desk and raised a separate complaint and told the guy that picked up all that had happened. He too promised me a call back by 4pm-5pm that day – it did not materialize and so Fail #5! So I called the appellate desk again later that day and asked the lady who picked up what the delay was all about and why was I not given a call back. She replied “Problem might take upto 4 days to resolve sir, and call back was not mentioned in the comments by the previous person!” WHAT THE FUCK!!

Finally today, while I was away at the hospital, some jerk from their technical section calls me up and says “Has the problem been resolved?” NO hello, no introduction – just a demand to know if the problem is resolved! I told him that I was away so he said he will call back later in the afternoon. By 3pm they came to my apartment and were let in by my dad and apparently the problem was resolved because, hey I am typing this on my home system.

This is the lousiest, most ridiculous and pathetic attempt at customer care service provided by any company in my experience!

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