‘Customer Care’, Reliance Style [Opinion]

Reliance Customer Care is filled with incompetent, ill-informed, evil, sadistic trolls — My experience with Reliance Broadnet

Reliance Customer Care is filled with incompetent, ill-informed, evil sadistic trolls. I congratulate them for destroying what would have been an otherwise decent service.

After listening to well over three hours of phone music spread out over twenty phone calls, I have accepted defeat. This gang of sadists have probably been trained by the CIA in advanced interrogation and torture techniques, and short of water boarding, I cannot think of a better way of inflicting abuse on a fellow human being. How do they sleep at night?! Dear reader, let me recount their sadistic ways.

1. Making me spell out my name, address, customer ID, then making me listen to phone music, and then just dropping the call. (On more than one occasion)

2. Making me spell out my name, address, customer ID, then transferring me to another executive who asks me to repeat the same information all over again.

3. Arbitrarily putting me on their Speed-Select (90 paise/MB) plan by default, when I had made it very clear that I wanted the 400 Kbps unlimited plan.

4. Telling me that the 300 Kbps is the best speed I can get, and that the Unlimited plan is unavailable because I opted for their landline phone along with my broadband service.

5. Finally backtracking on 4) and asking for three days to change my plan from Speed Select to 300 kbps Unlimited.

6. Three days later after 5) being told that I am still on the speed select plan, and that it will take 168 hours, i.e. seven working days to change my plan.

7. Being told that only one PC can use the Internet connection at a time. No internet connection sharing. No wireless networking for you at home, how dare you make such unreasonable requests.

8. System is down/being upgraded/can’t find your details/etc.

If it weren’t for the help of other forum users on Indiabroadband.net, I wouldn’t have been able to Wi-Fi my Internet connection. It’s pretty easy once you have the know how, but this information is completely undocumented.

Apart from Customer Care, the single biggest hassle with Reliance Broadnet has been the web logon screen. Two of India’s biggest telcos — Reliance and Tata do this. You have to renew your connection once everyday by signing in from your browser — there is no way of logging in from on the router. This piece of coding idiocy inflicts human intervention at a point where it should never be. They have disabled the always-on functionality that is inherent to any broadband connection. The end result? Forget having torrents/security cameras/downloads on. Unless you are hawkishly monitoring your downloads, they simply won’t get done.

To conclude: speaking to Reliance Customer Care and having any work done out of them is near impossible. If you have a technical problem, google it. No, you cannot escalate a problem. No, you cannot speak to a manager. The person at the other end is a bullshit artist paid to take your call, reassure you using any words or means without actually doing a goddamn thing. Even YOU telecom has better phone support. When it comes to Reliance Broadnet, if things don’t work well the first time around, you are done for.

Source: TechTree