In a bid to improve its customer service, Reliance Big TV has announced the launch of Premium Express Service across India that will help resolve customer issues within 2 hours. Currently, the service is available in select cities and towns, but the customer service infrastructure will span across 500 towns covering metros as well as tier-II and tier-III locations. This will be one of the largest roll-out of DTH customer service operations in India.
BIG TV’s Premium Express Service will offer on-the-spot solutions to subscribers. Many customers complained about Big TV's after-sales service being inefficient, so this step to address customer queries and problems is in the right direction to strengthen its foothold in the DTH market.
The company has set-up a team of over 15,000 technical experts and installation professionals as part of its after sales service infrastructure. Even the customer relationship management resources has been decentralized to improve and enhance market response time. Sanjay Behl, CEO, BIG TV said, "With a focus on IPL and elections leading to an increased TV viewership till midnight by our customers, we have put in place a dedicated customer service team and robust process framework.
He further added, "We will expedite our installation turnaround timelines at a marginal premium of Rs 250 only. We guarantee addressing all customer complaints within 2 hours of its registration with us." The customer service timings are also extended till midnight during the IPL season.
9 comments:
This is absolutely wrong. I have registered a complaint with Big TV and they have stopped the services for me becuase i have compalined about them and on top of that their senior management is asking me to wait for 48 hours to get the resolution. When called back again my calls are disconnected 7 times and i have been told by their representatives, that if you get a call back from us it would be a wonder else you can call us, we have not time to get back. ONE OF THE WORST SERVICE BEING IN SERVICE INDUSTRY. NO VALUE FOR CONSUMERS.
BIGTV is a criminal enterprise. The only motto is to commit fraud and cheat the public. I have three connections at home. Despite paying Rs. 8000 per connection, they show a negative balnace, repeated requests to send a written statement of the charges, are declined. with the customer staff and their managers saying we have gotten your money, now do what you can. Please stay away from this criminal enterprise. I am not surprised, because my brother in law used to have his recharges disappear overnight with reliance phone as well. This compnay is criminal and ADAG as a group needs to be shutdown.
we recharge Rs.500 in two months ago.on this thursday onwards we cannot see any channel.what is the resurn for it.
Dear sir,
How many days will take to solve a problem of Rs. 175/- with Reliance.
You can under stand the nature of the problem from the correspondence I had with you.
Any way I am sorry to say that it is shameful to a company like Reliance.
So if you what to show the Credibility of the Reliance, solve my problem immediately by crediting Rs. 175/- to my account which is illegally collected by your esteemed organization.
I had respect on your Company, but the people like you are miss representing theses people by illegally cheating your customers.
Selvin Jose
- Hide quoted text -
On Mon, Jun 6, 2011 at 7:24 PM, customercare@reliancedigitaltv.com wrote:
Dear Customer,
Thank you for contacting Reliance Customer Care.
This is with reference to your e-mail regarding wrong balance deduction for engineer visit.
Kindly note that your complaint has already been registered vide Service Request ID: 154092150 and it will get resolved at the earliest.
We request you to kindly bear with us for some time.
We apologize for the annoyance this may have caused to you. The company is actively working to improve service levels and your feedback has proved to be invaluable.
Yours sincerely,
Milind Sanas
Customer Care
Reliance Digital TV
-----Original Message-----
From: Selvin A. Jose (selvinajose@gmail.com)
Date: Monday, June 06, 2011 05:03 PM
To: customercare@reliancedigitaltv.com (customercare@reliancedigitaltv.com)
Subject: Re: Reference to your e-mail
Dea Mr. Biju Adhikari
Thank you for your letter. But sorry to inform you that the amount wrongly debited in my account is not yet reversed.
I also inform you that no technician visited my place for rectifying the complaint (Because I informed your call center within 4hrs that the problem is automatically corrected). That means you had not suffered any loss in regarding to the Service Request registered vide ID 154092150.
Best regards
Selvin Jose
On Sat, Jun 4, 2011 at 6:17 PM, customercare@reliancedigitaltv.com wrote:
Dear Mr. Jose,
Thank you for contacting Reliance Customer Care.
We regret the inconvenience faced by you while using our services.
This is with reference to your e-mail regarding ISP visiting charges. Kindly note that we have registered your complaint vide Service Request ID 154092150 and it will be resolve within 2 days.
We request you to kindly bear with us for some time.
We would like to thank you for your co-operation and understanding.
We value your association with us.
Yours sincerely,
Biju Adhikari
Customer Care
-----Original Message-----
From: Selvin A. Jose (selvinajose@gmail.com)
Date: Saturday, June 04, 2011 12:39 PM
To: customercare@reliancedigitaltv.com (customercare@reliancedigitaltv.com)
Subject: Deduction of charges - 200643768185
Dear sir,
Con. No. - 200643768185
I had lodged a service complaint on 3.40 p.m. yesterday (03-06.2011) and caller inform me that if complaint is automatically corrected, inform them within 6 hrs. and they will not charge service charges. Then at 6 PM the complaint automatically corrected and I informed your call center about this at 7.45 ( I was in the phone in this 1.45 hrs to call you). But before that you deducted the service charges from my account. So I request you to reverse the charges illegally collected from me and credited to my account.
Thanking you
Selvin Jose
Customer service is most irresponsible. They dont have curtesy to respond to customer's e-mails. My sub No.200789318888. I am writing to from 7.9.2011 to customercare@reliancedigitaltv.com. I have sent atleast 5 mails. They have never chosed to respond. My request was simple I have to change my plan. Earlier, I have opted to change plans over phone. But I do not have any record and the BIG TV cheated me. I finally came to know when the balance is totally consumed. Perhaps BIG TV is not responding because, if they respond by e-mail, i will have evidence and they cannot cheat me. The reason for opting to send an email regarding change of my plan is that i will have some evidence. I have never come across any organization with deaf ears like this. Can any one tell me where to complain about this.
Please help me from Reliance Big TV …. BIGGEST PROBLEM / No solution from them.
Mine is a Parent / Child connection bearing nos. 200879324250 & 149. After completion of ONE Year, I recharged and made official request for pack change / activation in time, with excess balance (during the 1st week of July, 2012). All this happened only when I could communicate more than 10-15 times with the customer care executives.
However, on 19.7.2012, I received a shocking SMS that my account was suspended due to insufficient balance, reflecting to no picture in my TV. Since then, we are contacting customer care executives repeatedly, who are informing that some new tariff was reflecting at my account by mistake which is showing negative balance and the same would be corrected only by the back-end. They often apologise without giving proper commitment nor contacts who could actually be held responsible to rectify the issue.
We do not understand why we need to be penalized by stopping the services resulting to its suspension though we made all perfect communications along with payments. We simply conclude that it is not joy for entertainment through Reliance Big TV but, mere punishment for subscribers.
Somebody, please help ; RECTIFY THE ISSUE.
Vara Prasad SKN
Phone No. 09396530999
Chandanagar, HYDERABAD.
Please help me from Reliance Big TV …. BIGGEST PROBLEM / No solution from them.
Mine is a Parent / Child connection bearing nos. 200879324250 & 149. After completion of ONE Year, I recharged and made official request for pack change / activation in time, with excess balance (during the 1st week of July, 2012). All this happened only when I could communicate more than 10-15 times with the customer care executives.
However, on 19.7.2012, I received a shocking SMS that my account was suspended due to insufficient balance, reflecting to no picture in my TV. Since then, we are contacting customer care executives repeatedly, who are informing that some new tariff was reflecting at my account by mistake which is showing negative balance and the same would be corrected only by the back-end. They often apologise without giving proper commitment nor contacts who could actually be held responsible to rectify the issue.
We do not understand why we need to be penalized by stopping the services resulting to its suspension though we made all perfect communications along with payments. We simply conclude that it is not joy for entertainment through Reliance Big TV but, mere punishment for subscribers.
Somebody, please help ; RECTIFY THE ISSUE.
Vara Prasad SKN
Phone No. 09396530999
Chandanagar, HYDERABAD.
Please help me from Reliance Big TV …. BIGGEST PROBLEM / No solution from them.
Mine is a Parent / Child connection bearing nos. 200879324250 & 149. After completion of ONE Year, I recharged and made official request for pack change / activation in time, with excess balance (during the 1st week of July, 2012). All this happened only when I could communicate more than 10-15 times with the customer care executives.
However, on 19.7.2012, I received a shocking SMS that my account was suspended due to insufficient balance, reflecting to no picture in my TV. Since then, we are contacting customer care executives repeatedly, who are informing that some new tariff was reflecting at my account by mistake which is showing negative balance and the same would be corrected only by the back-end. They often apologise without giving proper commitment nor contacts who could actually be held responsible to rectify the issue.
We do not understand why we need to be penalized by stopping the services resulting to its suspension though we made all perfect communications along with payments. We simply conclude that it is not joy for entertainment through Reliance Big TV but, mere punishment for subscribers.
Somebody, please help ; RECTIFY THE ISSUE.
Vara Prasad SKN
Phone No. 09396530999
Chandanagar, HYDERABAD.
E.B.Mouli [Reliance Dish A/c No. 200529386585] am your customer since 6 years [Monthly package Rs. 350]. 30-04-'14 onwards we have signal problem, so we could not able to watch the TV. So we have given a complaint on 30th night to your customer call centre, your customer care center employee attended my call and he has changed my address from Ongole to Guntur present address and given details how much you are going to charge to set right the problem [Rs. 350 total], I was agreed and also he confirmed that my address has been changed, and complaint is registered and problem will be solved within 48 hours, but nobody attended up to 3rd May, again I contacted the customer care centre on 3rd May. Your people informed me that 30-04-'14 complaint not registered by your irresponsible employee, complaint given time 7 to 7.30pm in Telugu. So 03-05-'14 my complaint is registered, complaint No.219884421, and they confirmed that problem will be solved in within 48 hours. But nobody attended till date with kind of lousy service your company reputation will go to dogs.
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