In Big TV Facing Big Problems? - Part 1 we looked at the Big TV Installation and the problems Big TV users are facing, lets now take a look at the other facts that are possibly stalling the Big TV Launch.Big TV Customer Service:
It understandable that the customer service at this point of time is not living up to the expectations since its a fairly new service and the customer service executives are learning the ropes. But heres an experience of a Big TV customer,
I called up to lodge a complaint for STB getting hanged. That was a just a simple complaint i was trying to lodge and guess what?
A hell lot of hassles I have gone through.
[1] Rep talked to me for over 20 minutes!!!
[2] He was keep asking me (or may be confirming) every single things for 4-5 times what i was telling him (That was really annoying)
[3] After telling him every single thing - he was putting me on hold for 1-2 minutes saying that "i am going to gather more knowledge and will give you a solution, please wait"
[4] In between, he also played a trick - "Sir, are you in front of your TV? is that problem happening right now? If not, please call back when it happens so that we can guide you thoroughly"
I am a bit smart too. I said "hang on --- see, it happens now. tell me what shall i do now?" and he said "try to do something with remote", "try from STB" and even he said some foolish things "check the batteries in your remote"Finally, he took a complaint after 20 minutes of discussion and when i asked for a complaint number, he said "i will have to put you on hold for sometimes, it will take time" - i asked "how long" and he said "2-3 minutes"
That was completely waste of time. He actually took 2-3 minutes just to raise a complaint!!!!!!!! Imagine, they haven't launched commercially and they are taking 2-3 minutes just to raise a complaint. What will happen after a launch? He finally gave me an 8 digit complaint number which starts from "7358----"
Big TV Complains:
One customer placed two complains within 24 hours of time, on the 11th of August 2008 hr placed a complain for the STB that was slow and kept hanging, the complain number was 7379**** and on 12th August 2008 another complain fro the "Smart Card Error" and received complain number 7384****. Now if you see that the complain numbers 50,000 complain numbers are being generated on a daily basis. This is really something that will create issues, especially with the launch of Big TV yesterday lets see if these problems are rectified.
Big TV Solutions:
So far the Customer Service nor the Engineers have been able to fix the STB problems, the only solution they have provided is stating that once the service launches they would be able to fix or replace the STB.
The other solution they have provided is to keep the customers phone number stating they will contact them when a new version of the STB is out. So this could mean tha the company is trying to get the STBs replaced for a newer stable version.
A special thanks to the members of the Broadband forum for keeping us updated with the problems they face.
17 comments:
MYSELF RAMESH SACHDEVA BIG TV USER. I WANT TO SEE MORE CHANNELS WHICH ARE NOT AVAILABLE IN YOUR LIST LIKE BBC ETC. WHAT I HAVE TO DO. YOUR DEALERS DO NOT TELL US ABOUT THIS AND I AM HAVING THREE CONNECTIONS.
This is Subba Reddy G V, one of those many unfortunate customers of your DTH services. I reside in Hyderabad and on 15th oct 2008, I had purchased a connection from one of your dealer, "Ms Symbiosis", S,. No 52, SBH Building., Opp Rythubazar,Alwal, Hyderabad 500010. After repeated calls he finally sent a team of installation on 22nd Oct 2008. The team had installed, i.e. laid the dish and connected the set top bos. So far i am unable to receive a single channel. Every time i call up they are procrastinating on a daily basis. Today is 28th and i have lost my patience dealing with your people, including your customer care people.
I have written twice to you by mail, which was not worthwhile as i never received any reply. If this is the service which you provide then I am not sure if i wish to continue with your services. I want to know the cancellation procedure and get my money back. I do not want your services. the following are the details of the connection
Smart Card No: 200587590426
Work Order No: 1046585
I am unable to find one person who is willing to take responsibility and provide a solution to my problems. I understand your company shares great values, that of looting your customers by force. It was probably one of the most worst ever decisions i ever made, that of taking services of your company.
If i do not get any response to this, then i have only one way, that of legal course. Further i am going to flash my expereince on blogs and prevent other customers from taking your connections.
REgards,
Subba Reddy G V
Kind Attn: Mr. Anil Dhirubhai Ambani/ M/s: Tina Anil Ambani
Its Anil Bhoir, Ex employee at Kokilaben Dhirubhai Ambani Hospital, Andheri, residing at Mykhop, P/O: Kelveroad, Tal Palghar, I bought Big Tv connection SMART CARD no. 200571068486 with MAX 4990 pack (40100008) & accordingly paid to Palghar sub dealer on 10/09/2008. I have the receipt from sub dealer. Workorder was made for the same MAX 4990 offer.
I was given 3 coupons of 1000 INR & 1 coupon of 500 INR along with starter kit. I handed over all these coupons to yours Boisar ISP installation guy. Installation was done on same day by yours ISP from Boisar.
But while activating your ISP have done fraud by activating SMART 3990 pack (40100006) & conned me.
when contacted, he is declining any responsibility & asking me to contatct customer care.
When contacted customer care, they are saying the credit balance is 2500 INR & If I want MAX 4990 offer I have to make a recharge for another 1000 INR. But I have paid 4990 INR to the dealer for MAX 4990 earlier itself.
I asked the ISP to make recharge of 1000 INR on my card so that MAX 4990 offer gets activated, yours ISP is declining to make recharge. & I am forced to carry forward with SMART 3990 pack
I am feeling cheated by Reliance ADAG.
I am approaching Hon. Consumer Court for resolving this problem.
Regards.
Anil Ramchandra Bhoir
9867522361
i purchased big tv connection on 10th sept. they came for connection on 12th. The channels resumed only on 13th. But after 10 days exactly on 25th sept, my connection got disconnected. When i contacted the customer care, they said our card is not topped up. There is no guidance in the brochure supplied by big tv. At the time of installation, the person who installed the connection took away our card saying he will top up.I got annoyed and enquired. There is some fraud going in connections. Till oct 4th my connection is not restored inspite of several calls to the local big tv dealers. Big tv being a part of Reliance, we completely lost faith in the company itself.
M.R.Santhanam
Worst consumer service by BIG tv .I ll call it a SICK tv.i m from bangalore.I have lodged a complaint on 22 oct that i have problem with my setup box its been restarting(intially got a message to subscribe after that it got blank and the setup box is restarting) .My smart card Number is 200593347597.Daily i have been calling them for past 15 days but in vain.Nobody is responding properly.They making the customers to suffer without updating the personal information(for some time they told that we have not updated your information "agar bigtv update nahi kiya tho customer kya karega uska service kyon rok detey hy, ey kya policy hy "very stupid", after that they told me that your issue is on high priority(Might have kept some stars on the complaint number), recently they has taken a new complaint and are telling to wait for another 48 hrs see how stupid they are, without rectifying the previous problem they have taken a new complaint .If i ask about the status they will talk about new complaint and tell to wait for 48 hrs see how these people are cheating the customer.For getting the connection they made us to wait for 10 days if u get a problem they will make us wait for 15 days or more may be months).To my wonder they even changed My name to another in their database tell that it is temporary name "Shocking".If i ask for cancellation they will give a stupid answer to ask dealer.Even the team leaders are not dealing with the problems properly and they are not escalating the issues.Every time i call the Customer care they have been telling that your problem will be rectified soon.They always get away from the problem (i have talked with team leaders i.e Naveen and Gopinath about my problem long back but these fellows didnt even assure me when my problem is going to be rectified (One of two has also given a promise that it will be done soon "very childish").i tried to talk with these guys for the past two days either of them is coming into line.The CC people tell that (1)he is not on the floor, (2)he is gone to meeting.(3)He had gone to lunch.(4)Some time he{TL} just say hello and terminate the call, at last they will tell (5)He had left the office.And to my surprise today i talked to lady of cc she tells that i m joined just now i need some training please call after sometime."created a shock wave in my back".Duniya bar ka kahaniya sunatey hy ey log.Jo ey connection liya woh mar gaya.Very very dissapointed with the customer care service .I dont know when my problem will be rectified.
HI THAR,, I WOULD LIKE TO SHARE SOME GOOD SUGGESTIONS FOR YOUR BETTER MAKE UP OF BIG TV A REAL BIGG...I REQUEST YOU TO KINDLY PROVIDE ALL CHANNELS IN STEREO MODE. IM GETTING ALL CHANNELS IN MONO MODE EXECPT VH1 AND GOD TV, IN STEREO MODE. AND INTRODUCE THE BIG FM TO YOUR BIG TV.. AND I WOULD BE HAPPY CUSTOMER WITH BIG TV..REGARDS ARUNKUMAR ARUN.BGN@GMAIL.COM
HI THAR,, I WOULD LIKE TO SHARE SOME GOOD SUGGESTIONS FOR YOUR BETTER MAKE UP OF BIG TV A REAL BIGG...I REQUEST YOU TO KINDLY PROVIDE ALL CHANNELS IN STEREO MODE. IM GETTING ALL CHANNELS IN MONO MODE EXECPT VH1 AND GOD TV, IN STEREO MODE. AND INTRODUCE THE BIG FM TO YOUR BIG TV.. AND I WOULD BE HAPPY CUSTOMER WITH BIG TV..REGARDS ARUNKUMAR ARUN.BGN@GMAIL.COM
Big TV is really fraud case. I took 4990 pack and now after 3 months i came to know 2490 pack is going for me. After several requests, the close the complaint with irrelevant answer. No way to contact higher officials. Can anybody suggest me how to get my pack back?
Recharge Vouchers:
I am located in Nalasopara (W) and am facing hardships in purchasing recharge vouchers. R-WEB is quite helpless in providing any information in this regard. With great difficulty a source "Samsung Dealer" was located but they do not have sufficient information to guide the customers. They have very limited range and we are forced to buy vouchers costing Rs.500/1000. These vouchers have no relation to the the diffrerent packs shown in the Big TV handouts.
The most annoying thing is that we are not informed about the balance at our credit unlike what the TATA SKY customers. They give good details about account status and the cost of vouchers have a direct relation to the cost of the package. It is high time that Reliance should provde proper info on the usage of the account on the screen from time and provide sufficient notice before the balance goes out.
Thre is no doubt that there are many good features about BIG TV - quick installation, stable functioning, cordial help line (though not practically helpful).
Sharma SN
This space is not enough to log complaints of Big TV.
It's been more than six months I am billed >300/- every month, I am lost totally. Whenever I call the sh..y customer care, I get to hear only one answer "You have activated an offer" which offer?
-"Sorry, presently the system is very slow , can u call after some time". ....
I am totally impatient to write all that am facing.
In a nutshell this BigTV is a total SH..T ..
Just F..K OFF..
If they introduce some return-back offer then am sure, people will happily throw them off with some extra bucks with that DUBBA-STB..
oohhh there's another novel of complaints with me for that so called STB..
The BigTV management should now atleat understand their fraud to the people and if the same continues, am sure it's totally difficult for them even to survive..
I purchased the big tv connection on 16.04.09 from bhavnagar. Although the quality of the things supplied with starter kit was fine, but the AA battries supplied with it seems to be of inferior quality which is available for a couple of rupees. (Golden Power - made in china). I am suprised, why this inferior quality is coupled in the pack
The AA battries for remote control supplied with the starter pack seems to be of very inferior quality (Golden Power - chinese). This is very bad for the organisation of repute.
I got connection for BigTV in the month of April 2009 with a South Max Pack for a full year subscription. Now my connection has gone since last four days saying that "Subscribe to Channel"
I am tired contacting the customer care but in vain. I have sent e-mails and no reply.
I Tried to call their Mumbai number but says check your number. Can anyone give me hotline number to the higher management for which thanks in advance.
CEO!!! Help us and serve properly in service industry atleast!!!
NO RECHARGE COUPONS, CASH CARDS ARE AVAILABLE IN OUTLETS.
ERROR OCCURED WHILE PAYING ONLINE!!
CUSTOMER CARE EXECUTIVES ARE HELPLESS!!
Where to pay????
All service sectors reliance has same type of problems!!
Please sudhroooo!!
BIG TV Service is bakwas...
Complaint Number: 112287991, its been 30 days no one is ready to take responsibility.
Smart Card Number: 200570615659.
I had recharged through IVR, my recharge amount gone to some other account of reliance. Now no one is taking that responsibility to solve this issue. Its their IVR BUG. Amount was 3400/-
Guys Please don't go for BIG TV, they are second government.
After service more important.... I hope Reliance doesn't understand this.
sir please add focus tv on relience big tv focus tv is a news channel
Customer Name: Abdul Azeez
Smart Card Number: 200880058193
City: Malappuram
contact numbers: 9847442233 or
9288155344
I’m a BIG TV customer.My smart card number is 200880058193. But now my Adopter is not working for the past seven days. I had lodged complaint on 9 JUNE 2011 with complaint No. 154419923. I had contacted customer care every day they just told we forward your compliant but still no body come to solve the problem. Kindly take a legal action against Big tv.
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