Reliance WebWorld Express: A horrific tale
by Abhishek on January 25, 2006
The telecom operators don’t get it, do they?
Coming at the heels of a frustrated customer of Hutch there’s another personal experience with Reliance.
Reliance Info is one of the largest pan India CDMA players. Yet, they don’t gurantee adequate customer service. I had a Reliance handset which I got frozen because I wasn’t using it. True to their style, they sent across a bill for consolidated 4 months. Imagine, during this period, I didn’t even switch it on!
When I had been to the Reliance Web World Express, there is saw frustrated customers with their billing complaints. I did manage to get some insider information- Reliance is facing a major hassle with billing systems. What system they operate on or why they haven’t upgraded it is beyond me. During a half hour interval that I was there, there were atleast 4 disconnections from frustrated customers. 4 disconnections.
I only highlight this so that the real nature of the “telecom boom” is apparent to the world. It beats the common sense to spend such a huge amount in marketing but customers have no choice except to stick on to extremely degraded customer care.
In another blood curdling incident, a long standing customer of Reliance was abused because he dared to correct the Reliance Web World staff. He could have created a mayhem himself but realising his duties as a concerned citizen he sought to complain and put up his complaint online.
Here iswhat he has to say:
I am a customer of Rel. Info. for past 2 years and have 6 landlines and mobiles for past 2 years. Throughout that period I have recommended your services to near and dear ones.
I went there to get my POST PAID mobile connection migrated into “LIFETIME PREPAID”. On expressing my desire I was handed over a form and asked to deposit a sum of 991 Rs. which I did. While filling up the form (and seeing the postpaid-plans) I queried that the form is for LIFE TIME PREPAID, at which the lady exploded. She openly said there is nothing called lifetime prepaid thing for postpaid subscribers.
I told her you have to inform me about it… she started blabbering and made fun of my know-how in front of all customers and staff for 5-10 minutes.
This is what they do to a long standing customer in their outlets. Who would want to get insulted by this kind of a staff? Reliance surely needs to buckle up. Or else, they would get panned out in no time.
I highlighted these two incidents because it makes no sense to keep quiet about them. The Tribune regularly carries out customer complaints against non payment of refunds or illegal dues on the post paid bills. Now if they care to look online too and see for themselves- there is a huge customer base that simply doesn’t have the “delight” of using a mobile telephone. Or even broadband.
I would be glad if any of the Reliance’s official spokesperson clarified. I would carry their version too here.
14 comments
“I told her you have to inform me about it… she started blabbering and made fun of my know-how in front of all customers and staff for 5-10 minutes.”
This sounds highly unusual. I have never ever experienced such customer care from a private company, have you ?
Govt. places are a different thing however, where the managers are totally impotent vis a vis the staff.
by blr_p on 26th Jan 2006 at 12:06 am. #
This was a link on the “sister blog” on Blogspot. I linked it up. Frankly, even I have no idea as to what the truth is. Hence, I wrote back seeking details from official channel as well.
by Abhishek on 26th Jan 2006 at 06:50 am. #
relinace is a bunch of babus….fucking usless company
by reliance customer on 29th Jan 2006 at 05:53 pm. #
i will never use reliance, it is a gujju company run by ghatis and hidjas. do not use reliance infocomm.
by reliance customer on 29th Jan 2006 at 05:54 pm. #
[...] Finally though, Reliance is loosing it’s sheen. It may have the numbers (trumped up mostly), but this is backed by opaque clauses, absolutely nil transparency and billing glitches galore. The biggest drawback is to “outsource” the “core” billing collections to third parties who leave no stone unturned to make the experience as hell. [...]
by Reliance: Updates at Broadband Blog on 15th Jun 2006 at 07:36 am. #
please send me monthly bill statement of fiitjee limited chandigarh centre
Regards
Jasvinder
by fiitjee limited on 29th Jun 2006 at 06:29 pm. #
Being a Reliance DAPO customer for last 3 years I can say that Customer care is total caos. I did not find any customer care /webworld which is really trying to solve the problem the customer is facing. They are very good when you walk in to buy some new connections or making a payment.
My DAPO plan ended after 3 yrs and I changed to Lifetime offer. I was told by webworld to deposit around 1100/- cash including plan migration charges and taxes and my monthly commitment will be only Rs 50/- for CLI and outgoing call charges.
Firstly Reliance delayed my plan changing for 2 months for which they charged me with 400/- monthly without giving any reasons why my plans were not changed from the day/end of that month when they have received cash payment.
Secondly, after 2 months my I got bill showing changes of 350/- for Rworld membership subscription 25 monthly. This I find absolutely radiculous as I did not use Rworld for last 2 yrs for horrible slow/unneeded contents.
No amount of talking to customer care and visiting Reliance Web world could solve the reversing of the extra charges that were imposed without my consent.
Overall impression: very badly managed customer service.
by Saurabh Sen on 06th Jul 2006 at 11:03 am. #
Everyone saying about Reliance Communications is TRUE.
Every employee in WEBWORLD/ WEBWORLD Express is showing interest only in Sales due to their incentive schemes which the company is offering to their Franchisees/ Staff.
The Marketing Staff/ Customer Care Staff are found to have no knowledge about the system and they are not even ready to know the System atleast.
Reason behing this may be the Employee found not be professional nor even a good body language while interacting the customers.
Booking Post-Paid Logins on fraud names is making the Company to drop down it’s image.
Whenever the customer reaches the Webworld/ Webworld Express, the staff are intimating that the Server is down and unable to load Easy Recharge nor process the requests
First and Foremost thing that the Reliance have to Improve is
1. To have an Professionally trained Customer Care in Webworld/ Webworld Express
2. Upgrade their servers to uphold the customer needs and queries to timely resolve
3. Maintain sufficient Paper Vouchers at all outlets
4. Bring-in a discipline with the staff not to play jokes infront of the customers
5. Found an in-significant Technology at Reliance Webworld and they are not using that:
HAd Seurity Camera’s with them, why they are not playing the video’s and audit the behaviour of their staff?
by Lalit on 24th Aug 2006 at 05:38 pm. #
RUBBISH SERVICE IN RELIANCE WEB WORLD
I am aware my feedback is going to be on the DEAF EARS. I am the customer since RIL Mobile was inaugarated. I bought a new WLL hand set from the Retail out let and asked one of the Web World located in Central Mumbai for the transfer of my old number to new handset. It was said by the staff it is hardly the matter of minutes for transfer. Now it is the 11th day still it has not been transfer. And no body is taking the onus for the same. I visited the Web world almost every day…still this inefficient staff are unable ot locate the problem. Now I am fed up of doing any correspondence with this illterate staff who are only keen in selling the product without knowing the knowledge about the same.
WHY NOT UNANIMOUSLY CLOSE THIS NON-OPERATING RIL MOBILE SYSTEM
by Hemant Thakar on 29th Aug 2006 at 04:57 pm. #
i totally agree. they have a totally impotent and degraded customer care and their webworlds just literally suck!!.
they need to revamp their whole staff and put proper ppl in proper places instead of letting peons being their esteemed customer care executives.
reliance is going to lose out soon this way.
by vikrant on 04th Jan 2007 at 05:53 pm. #
Hiii….
Those who want to join the Web World, be cautious that there’s no respect for their customers. I got insulted by the security guard, when I was drunk and sitting there, just using my account. I never created any scene, God knows that, but still the security guard insulted me and took me out of the cafe. I can’t think, there can, possibly be any bigger form of being insulted. Believe me, dear readers, its only wastage of time and energy. We’ve other service providers and we can try others. But, No more Web World, I swear to God. I’m going to use all my balance now, as I know, they’ll not pay back any rupee to me and then, I’ll never see the face of Web World. Beware my dear friends….
by Sagar on 17th Jan 2007 at 11:27 pm. #
Reliance Infocomm is all about lining up the customer care with bunch of ignorant jokesters who can only sing “Server down” every five minutes. I wish all of us could get together and remind them that consumers are a force to reckon with and not a bunch of fools they can exploit at their whims.
Do log your complaint through http://core.nic.in/
by Sayan Ghosh on 19th Jun 2007 at 11:03 am. #
let me tell you my experience! simply amazing! i used a reliance broadband connection and monthly bill used to be Rs 800- Rs 1000/-, I have only 1 person at work beside me. Then all of a sudden, we installed a server and the monthly bills come to 4000/- pm. We discussed this with one of the billing centers, they apologised and informed us that this will not occur. The month after that guess what? It doubles to 8000/-, so this time we went into the billing section and found out that whatever we were paying were also being added back. Again Reliance had an apologetic face. Amazingly these morons come up with a bill of 8000 again. So we decided to disconnect and go in for some other professional service provider. We visited a reliance office on MG road bangalore and we met this person, an employee there who was more like a rowdy, abusing and threatening us to pay up. We walked off from there informing him we can pay a certain amount thats sensible and nothing more. Today, I am sitting in another country and these guys have been sending in bills of more than 40000/- and also threatening the poor old land lady i used to stay at.
Can you imagine in 1 year all this happens, am sure All anils stocks put together would not have a phenomenal rise like the bills they dish out to their customers. They cannot handle the Indian customer. Must just stick to handling netas and B2B business’s and offcourse movies.
by kurian on 03rd Dec 2007 at 03:54 am. #
Dear Sir,
CHANGE OF PLAN TO FREEDOM 600
I have active no 9324298802.
I hav moved from DAKC NAVI MUMBAI TO DELHI IN JAN 2008.
I HAVE REQUESTEDFOR CHANGE OF PLAN TO FREEDOM 600.IN FEB 2008
AT THE RELIANCE WEB WORLD IN CP NEW DELHI ALONG WITH
ALL REQUIRED DOCUMENTS.It has not been acted upon so far.KINDLY EXPEDITE THE SAME IMMEDIATELLY.
REGDS
by A.S.Sundaram on 14th Apr 2008 at 12:48 am. #