Reliance Info has a feature on their website where you can write to the chairman's office. Having tried their webworld and call center I have tried this before and the response has been ok. But this time things are going horribly wrong. I have reached a stage where the reply has become the same regardless of my question. Here's the story in sequence. I have deleted references to my name address and email ID in this story. This is rather long but instructive.
My original submission:
I have been a subscriber of your FWP for quite a while now. When I subscribed, I had opted for plan 500 with Rs 495 talk value. Since Feb this year the value was suddenly reduced to rs 470 without any intimation to me.
When I inquire at Webworld or by calling support, I am told this is due to some govt. regulation which they are unable to quote. I got a similar reply when i email customer support too. When I asked for a link to the govt. notification, this was not forthcoming. I again lodged a complaint about this at webworld but have received no further reply. I would like to know why this was done. Secondly, when I last inquired about the procedure for opting out of your FWP I was told I would have to go to Worli or somewhere. I have subscribed at webworld JB nagar and don't see why I should be forced to go to worli to cancel. Kindly clarify this too.
All their replies are in red and mine are in blue from here on.
On Fri, 02 Jun
2006 Contact.Chairman'sOffice@relianceinfo.com wrote :
Dear Mr. Emil,
Greetings of the day!
This is in reference to your mail addressed to the Chairman. We are in receipt of your mail regarding Reliance India Phone service.
Reliance as an organization values customer feedback.
We would take steps to extend services to the delight of our customers. We have made a note of the same and one of our executive will contact you in next 48 hours.
Looking forward to your co-operation.
For further details, you can visit our web-site www.relianceinfo.com or write to us at
customercare@relianceinfo.com or fax us at 022-3033 6565. You can also call Reliance Customer Care by dialling *333 or 3033 3333 from your Reliance India Mobile or Reliance India Phone or by dialling 022-3033 3333 from any other phone.
Yours sincerely,
Abilash Palissary Customer
Service Chairman's Office
From: Emil Date: Monday, June 05, 2006 08:59 PM
To: Contact.Chairman'sOffice@relianceinfo.com
( Contact.Chairman'sOffice@relianceinfo.com
) Subject:
Re: Reference your mail
Abilash Palissary,
Thanks so much for taking the time to reply. Yes someone did call me on June 3 about this communication of mine. However, it was surprising that he seemed be only aware about the second part of my question regarding opting out of your service. When I asked about the matter of the reduced free talk time, he said it was a TRAI notification and every other provider was also similarly affected. I confirmed that I have checked both MTNL and Tata Indicom and they are still giving the same earlier value of talk time. How can you then say it is a TRAI notification. I again requested for details of the TRAI notification at which point he just hung up the phone. I wonder if anyone at reliance info has a satisfactory answer to this one. More and more I am getting convinced that Reliance has cunningly attempted to increase tariffs in this underhand manner.
emil
On Mon, 05 Jun 2006 Contact.Chairman'sOffice@relianceinfo.com wrote : Dear Mr. Emil ,
Greetings of the day!
This is in reference to your mail addressed to the Chairman.
In response to your mail and subsequent telephonic conversation had with you regarding reduction of talk value, kindly note that the government has passed on additional charges on the FWP service of all the FWP service providers. Reliance Infocomm has taken care of its customers by accommodating the major portion of these charges, and only a small portion of these charges is being passed on to the customers.
Looking forward to your co-operation.
For further details, you can visit our web-site www.relianceinfo.com or write to us at
customercare@relianceinfo.com or fax us at 022-3033 6565. You can also call Reliance Customer Care by dialling *333 or 3033 3333 from your Reliance India Mobile or Reliance India Phone or by dialling 022-3033 3333 from any other phone.
Yours sincerely,
Abilash Palissary
Customer Service
Chairman's Office
From: Emil Date: Tuesday, June 06, 2006 10:45 PM
To: Contact.Chairman'sOffice@relianceinfo.com
( Contact.Chairman'sOffice@relianceinfo.com
) Subject: Re: Reference your mail
Perhaps I am dumb or blind. I cannot see any mention of the govt. passing on any additional charges in the press releases on your website. The link you provided is to the home page. If what you are saying is true, it begs two other questions.
1. Why was this not clearly stated in the first or even subsequent bills to me.
2. "Reliance Infocomm has taken care of its customers by accommodating the major portion of these charges, and only a small portion of these charges is being passed on to the customers." Have other providers like Tata and MTNL have taken better care of their customers by accommodating the entire charge? Why don't you just be honest for once and give me the real facts?
On Tue, 06 Jun 2006 contact.chairman'soffice@relianceada.com wrote : Dear Mr. Emil,
Greetings of the day!
This is in reference to your mail addressed to the Chairman.
In response to your mail and subsequent telephonic conversation had with you regarding reduction of talk value, kindly note that the government has passed on additional charges on the FWP service of all the FWP service providers. Reliance Infocomm has taken care of its customers by accommodating the major portion of these charges, and only a small portion of these charges is being passed on to the customers.
We regret the inconvenience caused to you while using our services and are deeply concerned by the feedback received from you.
We are aware that the issues highlighted by you have been purely aimed at improving our services and to make our relationship with you last for a lifetime.
We understand the concern and assure you of a rapid improvement in this situation, shortly. We are able to deliver world-class customer service only by providing resolutions to our customer’s grievances.
We look forward to co-operation of esteemed customers like you.
Looking forward to your co-operation.
For further details, you can visit our web-site www.relianceinfo.com or write to us at
customercare@relianceinfo.com or fax us at 022-3033 6565. You can also call Reliance Customer Care by dialling *333 or 3033 3333 from your Reliance India Mobile or Reliance India Phone or by dialling 022-3033 3333 from any other phone.
Yours sincerely,
Abilash Palissary
Customer Service
Chairman's Office
Emil Date: Wednesday, June 07, 2006 05:53 PM To: contact.chairman'soffice@relianceada.com (contact.chairman'soffice@relianceada.com) Subject: Re: Reference your mail
my question remains unanswered. if you have any intention of resolving the matter, kindly stick to the point. you have just repeated the same thing without answering my question.
When I got the next reply below, I realized that they had gone into an infinite loop. I give up. Obviously I will not remain a Reliance customer for long.
Dear Mr. Emil,
Greetings of the day!
This is in reference to your mail addressed to the Chairman.
In response to your mail and subsequent telephonic conversation had with you regarding reduction of talk value, kindly note that the government has passed on additional charges on the FWP service of all the FWP service providers. Reliance Infocomm has taken care of its customers by accommodating the major portion of these charges, and only a small portion of these charges is being passed on to the customers.
We regret the inconvenience caused to you while using our services and are deeply concerned by the feedback received from you.
We are aware that the issues highlighted by you have been purely aimed at improving our services and to make our relationship with you last for a lifetime.
We understand the concern and assure you of a rapid improvement in this situation, shortly. We are able to deliver world-class customer service only by providing resolutions to our customer’s grievances.
We look forward to co-operation of esteemed customers like you.
Looking forward to your co-operation.
For further details, you can visit our web-site www.relianceinfo.com or write to us at customercare@relianceinfo.com or fax us at 022-3033 6565. You can also call Reliance Customer Care by dialling *333 or 3033 3333 from your Reliance IndiaMobile or Reliance IndiaPhone or by dialling 022-3033 3333 from any other phone.
Yours sincerely,
Abilash Palissary
Customer Service
Chairman's Office
Want to be a reliance info customer? Do so at your own risk. I still don't know why only reliance has reduced the talk time on the FWP.
My original submission:
I have been a subscriber of your FWP for quite a while now. When I subscribed, I had opted for plan 500 with Rs 495 talk value. Since Feb this year the value was suddenly reduced to rs 470 without any intimation to me.
When I inquire at Webworld or by calling support, I am told this is due to some govt. regulation which they are unable to quote. I got a similar reply when i email customer support too. When I asked for a link to the govt. notification, this was not forthcoming. I again lodged a complaint about this at webworld but have received no further reply. I would like to know why this was done. Secondly, when I last inquired about the procedure for opting out of your FWP I was told I would have to go to Worli or somewhere. I have subscribed at webworld JB nagar and don't see why I should be forced to go to worli to cancel. Kindly clarify this too.
All their replies are in red and mine are in blue from here on.
On Fri, 02 Jun
2006 Contact.Chairman'sOffice@relianceinfo.com wrote :
Dear Mr. Emil,
Greetings of the day!
This is in reference to your mail addressed to the Chairman. We are in receipt of your mail regarding Reliance India Phone service.
Reliance as an organization values customer feedback.
We would take steps to extend services to the delight of our customers. We have made a note of the same and one of our executive will contact you in next 48 hours.
Looking forward to your co-operation.
For further details, you can visit our web-site www.relianceinfo.com or write to us at
customercare@relianceinfo.com or fax us at 022-3033 6565. You can also call Reliance Customer Care by dialling *333 or 3033 3333 from your Reliance India Mobile or Reliance India Phone or by dialling 022-3033 3333 from any other phone.
Yours sincerely,
Abilash Palissary Customer
Service Chairman's Office
From: Emil Date: Monday, June 05, 2006 08:59 PM
To: Contact.Chairman'sOffice@relianceinfo.com
( Contact.Chairman'sOffice@relianceinfo.com
) Subject:
Re: Reference your mail
Abilash Palissary,
Thanks so much for taking the time to reply. Yes someone did call me on June 3 about this communication of mine. However, it was surprising that he seemed be only aware about the second part of my question regarding opting out of your service. When I asked about the matter of the reduced free talk time, he said it was a TRAI notification and every other provider was also similarly affected. I confirmed that I have checked both MTNL and Tata Indicom and they are still giving the same earlier value of talk time. How can you then say it is a TRAI notification. I again requested for details of the TRAI notification at which point he just hung up the phone. I wonder if anyone at reliance info has a satisfactory answer to this one. More and more I am getting convinced that Reliance has cunningly attempted to increase tariffs in this underhand manner.
emil
On Mon, 05 Jun 2006 Contact.Chairman'sOffice@relianceinfo.com wrote : Dear Mr. Emil ,
Greetings of the day!
This is in reference to your mail addressed to the Chairman.
In response to your mail and subsequent telephonic conversation had with you regarding reduction of talk value, kindly note that the government has passed on additional charges on the FWP service of all the FWP service providers. Reliance Infocomm has taken care of its customers by accommodating the major portion of these charges, and only a small portion of these charges is being passed on to the customers.
Looking forward to your co-operation.
For further details, you can visit our web-site www.relianceinfo.com or write to us at
customercare@relianceinfo.com or fax us at 022-3033 6565. You can also call Reliance Customer Care by dialling *333 or 3033 3333 from your Reliance India Mobile or Reliance India Phone or by dialling 022-3033 3333 from any other phone.
Yours sincerely,
Abilash Palissary
Customer Service
Chairman's Office
From: Emil Date: Tuesday, June 06, 2006 10:45 PM
To: Contact.Chairman'sOffice@relianceinfo.com
( Contact.Chairman'sOffice@relianceinfo.com
) Subject: Re: Reference your mail
Perhaps I am dumb or blind. I cannot see any mention of the govt. passing on any additional charges in the press releases on your website. The link you provided is to the home page. If what you are saying is true, it begs two other questions.
1. Why was this not clearly stated in the first or even subsequent bills to me.
2. "Reliance Infocomm has taken care of its customers by accommodating the major portion of these charges, and only a small portion of these charges is being passed on to the customers." Have other providers like Tata and MTNL have taken better care of their customers by accommodating the entire charge? Why don't you just be honest for once and give me the real facts?
On Tue, 06 Jun 2006 contact.chairman'soffice@relianceada.com wrote : Dear Mr. Emil,
Greetings of the day!
This is in reference to your mail addressed to the Chairman.
In response to your mail and subsequent telephonic conversation had with you regarding reduction of talk value, kindly note that the government has passed on additional charges on the FWP service of all the FWP service providers. Reliance Infocomm has taken care of its customers by accommodating the major portion of these charges, and only a small portion of these charges is being passed on to the customers.
We regret the inconvenience caused to you while using our services and are deeply concerned by the feedback received from you.
We are aware that the issues highlighted by you have been purely aimed at improving our services and to make our relationship with you last for a lifetime.
We understand the concern and assure you of a rapid improvement in this situation, shortly. We are able to deliver world-class customer service only by providing resolutions to our customer’s grievances.
We look forward to co-operation of esteemed customers like you.
Looking forward to your co-operation.
For further details, you can visit our web-site www.relianceinfo.com or write to us at
customercare@relianceinfo.com or fax us at 022-3033 6565. You can also call Reliance Customer Care by dialling *333 or 3033 3333 from your Reliance India Mobile or Reliance India Phone or by dialling 022-3033 3333 from any other phone.
Yours sincerely,
Abilash Palissary
Customer Service
Chairman's Office
Emil Date: Wednesday, June 07, 2006 05:53 PM To: contact.chairman'soffice@relianceada.com (contact.chairman'soffice@relianceada.com) Subject: Re: Reference your mail
my question remains unanswered. if you have any intention of resolving the matter, kindly stick to the point. you have just repeated the same thing without answering my question.
When I got the next reply below, I realized that they had gone into an infinite loop. I give up. Obviously I will not remain a Reliance customer for long.
Dear Mr. Emil,
Greetings of the day!
This is in reference to your mail addressed to the Chairman.
In response to your mail and subsequent telephonic conversation had with you regarding reduction of talk value, kindly note that the government has passed on additional charges on the FWP service of all the FWP service providers. Reliance Infocomm has taken care of its customers by accommodating the major portion of these charges, and only a small portion of these charges is being passed on to the customers.
We regret the inconvenience caused to you while using our services and are deeply concerned by the feedback received from you.
We are aware that the issues highlighted by you have been purely aimed at improving our services and to make our relationship with you last for a lifetime.
We understand the concern and assure you of a rapid improvement in this situation, shortly. We are able to deliver world-class customer service only by providing resolutions to our customer’s grievances.
We look forward to co-operation of esteemed customers like you.
Looking forward to your co-operation.
For further details, you can visit our web-site www.relianceinfo.com or write to us at customercare@relianceinfo.com or fax us at 022-3033 6565. You can also call Reliance Customer Care by dialling *333 or 3033 3333 from your Reliance IndiaMobile or Reliance IndiaPhone or by dialling 022-3033 3333 from any other phone.
Yours sincerely,
Abilash Palissary
Customer Service
Chairman's Office
Want to be a reliance info customer? Do so at your own risk. I still don't know why only reliance has reduced the talk time on the FWP.
.
hyeah:
