Monday, June 18, 2007

Reliance - Poor Customer Service

It is actually quite an embarrassment that Reliance - one the leading telecommunication companies in India - has such poor customer service and equally poor products. As you may know from my previous posts titled Wireless Internet - Reliance Data Card, I have been using the Reliance Data Card on my laptop for the last 6 months and frankly the customer service provided on phone has been appalling.

Did you know that you can check your data usage online at the Reliance Communications website? Well, the Reliance Customer Support people do not know of this service!! A few weeks back I was having problems logging into the Reliance website to check my data usage. So, I rang Customer Service at *333 from my data card. The Customer Service person did not even know that this it is possible to check data usage online. When I told him that it could be done on the Reliance website, he was quite embarrassed!

Did you know that Reliance do not have a specialized technical support team that can offer you technical assistance? The Reliance Customer Service people are given a set of answers that they try to match with your questions. Their most common answer to any technical problem is "Restart your Computer"!! Well, if the solution to every problem was "Restart your Computer", then all those technical support people around the world would soon become jobless!

Did you know that Reliance Customer Service does not have call waiting? For example, if you call Reliance Customer Service at *333, you will either hear the menu options and be connected to a real person or the *333 number will be engaged! Yep, there is no call waiting! There are times when I have redialed *333 up to 15 times in a row to get through because Reliance does not have the common sense to implement call waiting on their Customer Service line. I was telling this to a friend in Australia and we were having a good laugh that one of the leading telecommunication companies in India are so backward that they do not have call waiting on their main Customer Service phone line. Needless to say, this kind of poor service would be unacceptable in western countries.

Did you know that Reliance Customer Service people are not properly trained? In this case, you really have to blame the hierarchy and management for not spending enough money to properly train their Customer Service people. Of course, when it comes to taking your money, they are the best in the world but giving something back to the customer is always too difficult!

2 comments:

Adrian said...

>> Of course, when it comes to taking your money, they are the best in the world but giving something back to the customer is always too difficult!

Welcome to India! The D in INDIA stands for Dishonest.

neha said...

ya ofcourse reliance customer service is poor,if we call them they alwazsays jst restart ur laptop...they have only this solution. it is rediculous.!!there technical support is very poor.n one more thing they alwaz tranfer ur call from one representative to other....