Big TV's Express Service to Resolve Issues in 2 Hours

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.

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Big TV Opens Service Camps in Karnataka

Cashing in on its success in South India, Reliance Big TV has now introduced service camps in Karnataka to educate prospective subscribers about its features, pricing etc.

This day-long camp will also provide 'on the spot' demos to its present subscriber base, thereby testifying ease of use of the product and personal attention towards resolving any customer grievances.

These service camps will be conducted at Circle headquarters first and then in other locations progressively offering the interested customers to get instant connection with a hands-on demo of the DTH service.

Karnataka is an important market in the South as Big TV has nearly 150,000 subscribers there, out of the 5 lakh subscribers in that region. Through this campaign, BIG TV aims to reaffirm belief of its retailers about the company’s resolve to be a dependable and leading DTH player in the market.

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Big TV Enhances After-Sales Service

Consumers have been disappointed with Big TV's customer service, claiming to ineffecient and lack of assistance from the distributor or the call center. So I guess the company has taken note of it and set up new support in after-sales service.

According to the company, its after-sales team comprising 10,000 trained installation personnel and demonstrators along with customer service are equipped to install 50,000 connections daily.

This move to enhance its service capabilities is in line with Big TV's aim to capture 40% market share in the DTH market.

Mahesh Prasad, president, Reliance Communications, said, "After-sales service is a crucial element of our business. A lot of time and effort has been invested in training our teams in technical aspects as well as soft skills necessary for customer experience management."

Big TV has set up call centres capable of handling queries in 11 Indian languages. Recently, Big TV also improved its graphic user interface by adding couple of new features including direct links like remote key access to Program Guide and select (12 channel mosaic preview), etc.

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Big TV Facing Big Problems? - Part 2

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.

Read more » Big TV Facing Big Problems? - Part 2