Please Read: My Mail To Chairman, Customer Care And Service Assurance Cell

[ashley.james 0]

Dear Mr. Anil Ambani,

I’m one of your numerous HIGHLY FRUSTRATED customers. I’ve been with RIM since last 2 years and over this period of time, I’ve seen RIM ‘Customer Service’ going from ‘Good’ to ‘Bad’ and finally to ‘Non-existent’ state.

I do not have the time or energy left within me to explain all the problems that I’ve been facing with RIM services and what your ‘Customer Service’ has (not) done till now to alleviate those problems. I’m writing this mail to you to inform you why I (and a lot of other people like me) have decided to part ways with RIM.

I shifted to RIM because of its great pricing plans and because of the mobility it provided me thru R-Connect facility. Little did I realize that with low cost comes low quality of service (QoS). Initially, I was quite happy with the RIM services and promptly shifted my entire family on RIM (I currently own and pay for 7 RIM post-paid connections in the names of my family members). But tonight, my patience has given up and I’ve decided to part ways with RIM. In short, the reasons for my decision are as follows.

1. Very poor coverage (no incoming/outgoing possible) in my office. Complaint at least 10 times during last 18 months – Nothing has been done till now.

2. I’ve been unsuccessfully trying to request for a change in my tariff plan – Nothing done since last 3 days.

3. I’ve been facing problem with my call conferencing facility. Complaint twice – No action till now.

4. R-Connect is the most important service to me. I’ve been facing problems with it since last 15 days. Complaint twice – nothing has been done to resolve it.

5. Contacting Customer service is always an extremely painful affair. I always have to wait for more than 30 mins before being able to speak to a customer service representative. And these days, I need to do it quite often :-(

6. The final nail in the coffin – As I’m typing this mail to you, I’ve been waiting since last 125 mins (YES, that’s over 2 hrs!) for your customer service representative to pick my call. Do you really call this ‘CUSTOMER SERVICE’?

Dear Mr. Ambani, let me tell you that I’m no longer ready to accept shoddy services when I’m paying for it. I would rather pay more in order to get good QoS. I hope somebody can explain this to you that retaining old loyal customers is far more important than adding lakhs of new subscribers every month. Unfortunately, you and other officials at RIM think otherwise.

Dear Mr. Ambani, I’m all set to surrender all 7 connections and move to GSM services. No doubt I’ll have to pay more, but at least I’ll get some ‘Customer Service’ and hopefully I won’t face such horrendous problems with GSM operators. Wish you good luck.

Thanks and regards.

P.S.: I just disconnected the call to your ‘CUSTOMER SERVICE’ after waiting for only 135 ‘short’ minutes without being answered.

[siva1983in 1]

Even though reliance wouldnot be 2 happy at losing postpaid customers, the thing is that, even when u surrender all 7 connections, if u sell that 7 handsets to someone else, that other persons will ultimately have to put new GSK of reliance in those handsets. So if u surrender 7 connections, some 7 other persons will join reliance(Most probably). So, overall, there is no loss for reliance..(They do lose postpaid customers.. Bit its all in the game).

This is the reason reliance wants to sell as many handsets as possible.. With all those Low price offers, full talktime equal to handset value,..... so many people are bound to buy new handsets.. Once a new handset is bought, some way or other it must be used in reliance network.. That subscriber may be u or someone else.. Overall, reliance customer base will not dwindle out easily..

[amtrag 20]

Even though reliance wouldnot be 2 happy at losing postpaid customers, the thing is that, even when u surrender all 7 connections, if u sell that 7 handsets to someone else, that other persons will ultimately have to put new GSK of reliance in those handsets. So if u surrender 7 connections, some 7 other persons will join reliance(Most probably). So, overall, there is no loss for reliance..(They do lose postpaid customers.. Bit its all in the game).

This is the reason reliance wants to sell as many handsets as possible.. With all those Low price offers, full talktime equal to handset value,..... so many people are bound to buy new handsets.. Once a new handset is bought, some way or other it must be used in reliance network.. That subscriber may be u or someone else.. Overall, reliance customer base will not dwindle out easily..

Rightly said siva.

The cdma technology is both a bane and a boon for them.

[Ramchi 0]

So these adding 10 million customers per year and all like, recycling same customers/handsets? They can cheat customers and pretend like running but it is like running in the treadmill where you will spend all your energy but you will remain in the same place whereas your competitors would have gone light-years ahead. This is what happened with TATAs and Two Wheeler industries. No one trusts and believes Indian made products.

[KingofKalyan 0]

Dear Mr. Anil Ambani,

I’m one of your numerous HIGHLY FRUSTRATED customers. I’ve been with RIM since last 2 years and over this period of time, I’ve seen RIM ‘Customer Service’ going from ‘Good’ to ‘Bad’ and finally to ‘Non-existent’ state. .............

Thats very true that reliance is only intrested in adding more and more customers to Family of Reliance which they call it..

But Customer Satisfaction is 0 % every customer of reliance is going on with some or the other probs....

There are no solutions...........CC guys has rubbish answers....or they have one universal answer "Our systems are down"

Mr.ADA please! please !! please !!! do take care of Reliance Infostream they are spoiling u ADA enterprises name ............

[ashley.james 0]

Even though reliance wouldnot be 2 happy at losing postpaid customers, the thing is that, even when u surrender all 7 connections, if u sell that 7 handsets to someone else, that other persons will ultimately have to put new GSK of reliance in those handsets. So if u surrender 7 connections, some 7 other persons will join reliance(Most probably). So, overall, there is no loss for reliance..(They do lose postpaid customers.. Bit its all in the game).

This is the reason reliance wants to sell as many handsets as possible.. With all those Low price offers, full talktime equal to handset value,..... so many people are bound to buy new handsets.. Once a new handset is bought, some way or other it must be used in reliance network.. That subscriber may be u or someone else.. Overall, reliance customer base will not dwindle out easily..

Probably you're correct Siva. But then, should we all sit down without even blinking an eyelid, thinking that we cannot do anything and continue accepting shoddy services in the name of cheap tariff? I can understand your point and would agree that for large number of people, it is just not possible to switch away from RIM because of handset constraints. But this also highlights the fact that most of the high-end users are with Airtel or Hutch despite their much higher charges. At the end of the day, what matters to people like me is the Quality of Service. I believe, in India the first consideration is the price, and the quality almost always takes a backseat. In sharp contrast to this, countries like Japan focus on quality as they know that prices would automatically come down with time. It's time that we realize that quality is equally, if not more, important as the price.

I wish RIM wakes up to this reality sooner than later. I may be a one-off case but I'm sure that as we move on in the value-chain, we'll learn to appreciate good quality. And then, the Airtels of the world would be having the last laugh and RIMs of the world may be left pondering what went wrong.

Think about it...

Regards,

Ashley

[jusmail 0]

All service providers have customer care problems. When you switch over you will notice that the grass is not green on the other side.

Anyway, with increased customer base, cc has been having long wait. The best time to call is early in the morning.

PS: At with RIM, we have this wonderful website where we can share and keep track of happenings; if lucky find solutions to specific problems.

For other service providers, there are no user-based website for troubleshooting

[siva1983in 1]

I completely agree with the point made by jusmail.. Every network has its customer care problems.. I have used every single n/w in TN and chennai.. Beleive it or not.. RIM is the best in terms of Quality of the Network. (No congestion at all)

Coming to customer care, RIM website has

1. The list of nodal officers with their addresses and phone numbers

2. Online customer service form

3. Service Assurance cell

4. Finally.. Chairmans cell

Is there any other network which gives the prepaid subcriber access beyond customer care (via phone)??

I have had a lot of problems with Hutch and Airtel... I had the least of problems with RIM..

There is no discussion forum for any other operator.. So the grievances go unnoticed..

For example.. i narrate my experience wit Hutch CC..

Everyone knows the facility in rediff.com where a person can dedicate a ringtone to another.. by just sending the tone code along with his friends mobile number to 7333.

Now who should be billed???? By all means, the person who is dedicating the tone must be billed.. It was not so in my case.. Someone .. I repeat.. Some unknown person dedicated a tone to me and I was billed for it( Rs.7/tone)... I couldnt even know who dedicated it to me.. (that fault i think is rectified now)..

I called Hutch CC.. their answers were

1. System under updation

2. U must have did it Sir.. U must have downloaded it..

Imagine i was being deducted Rs.7/tone continuosly and the CC says u did it.. Basically do they think that the customer is a fool and cannot even discriminate a simple point??

Went to Hutch Office (Direct hutch office in Alwarpet, chennai).. They too did not have an answer..

Had similiar experiences with airtel too.

had the least of pblms with RIM.. What i am coming to say is that every network has its ups and downs..

[Ramchi 0]

Looks like we as consumers [pay for our services] fight between ourselves unnecessarily. Why should we support or oppose any particular operator? We must narrate our experience as it is.

If we ourselves console on behalf of Reliance or Airte or Hutch saying that all are not good in Customer Service then no one is there to help us, the consumers. We as customers must demand and protest by quitting the service. This is the only language which providers will understand. We as mobile customers must demand highest quality and at affordable price. If we dilute our expectations by 25% then the providers will meet our expectations only by 30-40%.

[Basant 0]

The customer service of Reliance is indeed very poor. Though we have been crying for last three years, there has been very little improvement.

I have no idea about other operators but I know BSNL is worst.

TRAI is supposed to be watch dog. Unfortunately, it has no time for poor customers.

TRAI chairman should try connecting / speaking Reliance Customercare once and he will know the frasturation.

Anil taking over has made absolutely no impact on the poor services , though we had pinned very high hopes on him.

Ww are now left with little choice but to keep shouting or change the operator.

My god bless all RIM users.

[KingofKalyan 0]

I hate Reliance now.. for the type of services they are providing..

And the way they are shutting down the facilities which they make people addict of that before..

For ex 440 rcv, 55 sms card, on net plan in postpaid..

[siva1983in 1]

All good things must come to an end...

This is the trick almost every business follows.. So many offers are given so that u get addicted to those and then they remove it.. Because of ur addiction u will choose the next best available at some higher rate..

Every offer will come to an end someday.. even the 180 sms card will vanish someday.. Be prepared for it.. Its up to us not to get addicted..

[KingofKalyan 0]

Thats true.. But now a days Mobiles are have become part of our body.. atleast for me

I feel handicap if my cell is not with me.. And if something is missing from it.. what we use to have earlier.. its very difficult to make it adjust ........

[theking 35]

TDSAT SLAPS NOTICE ON TELECOM REGULATOR

New Delhi

The Financial Express

The Telecom Disputes Settlement and Appellate Tribunal (Tdsat) on Tuesday issued a notice to the Telecom Regulatory Authority of India (Trai) on an application filed by the Cellular Operators Association of India asking the regulator to define “quality of service”.

Tdsat has asked Trai to file its reply within two weeks.

Tdsat has also asked COAI to file a report within two weeks stating as to what was leading to poor call quality in their network.

The next date of hearing on the issue is slated for April 27.

Meanwhile, in a statement on Tuesday, Trai stated that since the matter is subjudice it has decided not to take further action on the show cause notices till the matter is decided by Tdsat.

Trai on March 6 issued show cause notices to Bharti Tele-Ventures, Tata Teleservices Ltd, Reliance Infocomm Ltd as well as Reliance Telecom, BPL Mobile, and Spice Communication since congestion at their point of interconnect was more than the benchmark 5 percent during the quarter ending December 2005.