Harrowing experience with Reliance Customer Care

[godric_gt]

I am from Kolkata using Reliance WiMax for close to 6 years now, lately I have been considering updating to a higher speed plan, hence decided to call customer care at last, but I never expected it to turn into a nightmare! To be honest I have never ever faced anything like what I have faced today. It started around 6pm, yes it was understandably the rush hour period, it took a while to get connected, and once I did I started explaining my requirement and was trying to clear a confusion about two plans which had the same rental but one had higher speeds, I was curious about why it was so and wondered if there's some catch to it hence I was insisting the guy to compare and tell me about it. Suddenly midway during the conversation everything went mute. I was not able to hear anything, I wait and repeated 'hello? hello?' for a couple of minutes but failed to get a response. Thinking it to be a network issue I finally hung up to dial in again, waited again for another 10-15 minutes and then once I was connected I started from the beginning again. But again after a couple of minutes to my surprise the same thing happened, everything went mute again! And this same story repeated itself another 2 times! Following this, I decided to give up on plan comparison and decided to call them again to just ask them quickly to register a request for plan change before everything goes mute again. But then I was in for another surprise. The guy says the number X I am calling from is not registered with my account and I have to call from the registered number only. I tried to explain that I am calling from the registered number itself because its the same number I receive my bill alerts from Reliance, but he would not have my response and insisted I called from an alternate number Z which was in my account. But when I called again from Z, the guy who answered says I have to call from X. I again called from X and then again I am told that I have to call from Z, I begin to shout and then the guy gives in and asks me my billing account number, I tell him to give me a few seconds so that I can look up my bill and then suddenly everything goes mute again! I was too distressed to continue any further, not only was the waiting period too long but also it seemed that these customer care guys were simply playing me, hence gave up and simply drafted an email to the appellate authority stating my experience. I am not sure if this is going to make any difference in the system, but I just wanted to share this with everyone here and spread the awareness.