Thanks a LOT for your post. You really have my sympathies. Indian consumers really have to stop accepting incompetence like this and make these corporations fail if they don't provide what they claim. Reliance and other such companies that mislead people should be slapped with such huge fines that they won't dare pulling such crap again. That's the way things work in the rest of the world. The incompetent law makers have ****ed everyone in this country.
On 23.05.2010 I got my HD-DVR (after paying Rs 5,990/- for upgradation from standard STB). I was shocked to see the manual supplied with the HD-DVR. It was a small booklet with 3 sheets with one picture of remote indicating buttons and 2 pictures showing the different parts of STB. That's all !!!! I mean there is not a single word on how to record, how to configure Universal Remote (that is one of their main Ad campaign). I went to their site and it was pathetic. You find word Universal Remote once as a heading under FAQ. Check it out at High Definition Advanced Digital Video Recorder.
These are the minor problems compared to what I am going through right now.
About the HD Channel activation :
[*]They have not activated it till date
[*]I have called their Customer Care No more than 100 times (Avg 5 Calls X 23 Days)
[*]Totally ill trained, misinformed, and unhelpful to put it very mildly
[*]Earlier, for first 4-5 calls I use to receive a complaint ID and later SMS saying that "your service request No xxx is closed. Trust the issue was closed to your satisfaction. Thank You"
[*]The service request Nos closed with out actually resolving the issue i.e, activating HD Channel were 127250970(29.05.2010),127420033(30.05.2010)
[*]And finally 128203215 which was acknowledged on 2.06.2010 but not closed are replied till date
[*]The general answer at Customer Care is (1800-200-9001) "please call 1800-200-9003" -as they cannot do anything with HD-DVR issues.
[*]@ 1800-200-9003 you encounter with voice response (recorded) which prompts you to enter your Smart Card No. after which it says "Sorry, Your account is already active. Call 1800-200-9001 to talk to one of our executives" and hangs up
[/list]About Online Customer Care through email i.e., [email protected]
[*]You will receive a auto reply "We acknowledge the receipt of your mail. Kindly allow us 24 working hours to address your query. You may also get in touch with our 24X7 Customer Service number 1800 200 9001 (toll free) or 022-30338888. This is a computerized acknowledgement; please do not reply to this mail"
[*]That's about it. After 4 mails not a single reply even afer weeks
[/list]Then about Reliance BIGTVDTH Team helping in different forums : They in general post "Dear Customer,
Please share your smart card no and location details will help you sort the issue as soon as possible.
Regards
Reliance BIG TV DTH Team
And after I have posted all these information and more information like my old STB No. New HD-DVR Serial No Location, date of installation, etc., the thread goes dead without a trace.
Installation Team : I am repeatedly calling the installation staff and now they do not take calls from my mobile and landline and do not respond to SMS either.
Show Room Staff at Bangalore : They explained their inability with reference to HD-DVR issues except it's sales. However, they wrote a mail to technical team and promised me they will call within a day or two (10 Days back).
Now about the HD-DVR STB.
[*]looks good sporting all black color with many connectivity options like, Ethernet(RJ45), USB, HDMI, Component,composite, SPDIF ports.
[*]The good part stops there as you do not have any documentation (including their web site) as mentioned earlier for most of the above mentioned connectivity options.
[*]Universal remote looks good and comes without any documentation any where including the DVR (digital video recording part). However, this part is simple and intuition works.
[*]The HD-DVR STB is very sluggish (response)
[*]Hangs pretty often and you will have to pull out the power and put it back
[*]The picture shown on LCD display will vary erratically (1/4 of the screen) etc.,
[*]Component video does not work regularly when HDMI cable is connected. You will have to pull out and put back HDMI cable (Hot swapping) to restore component output.
[/list]Dear Friends this is my First Impressions (shall we call it experience) or rather 1/2 impression as NGC-HD channel (Only channel available on BigTV and suppose to be free for 1 month is not yet activated till date (After 25 days of receipt of payment)
This post is by no means written with any frustration or disgust (Which I am), but an effort to be factual, and a proper indicator for potential customers, to prepare them for what to expect from BigTV.
Many of the things you can verify (I insist at lest BIG TV Executives at Higher level), like Customer Care service at 1800-200-9001/3 or writing to Customer care at [email protected] you can just check with a dummy message or call. And check out the HD-DVR section-especially Universal Remote section.
On 23.05.2010 I got my HD-DVR (after paying Rs 5,990/- for upgradation from standard STB). I was shocked to see the manual supplied with the HD-DVR. It was a small booklet with 3 sheets with one picture of remote indicating buttons and 2 pictures showing the different parts of STB. That's all !!!! I mean there is not a single word on how to record, how to configure Universal Remote (that is one of their main Ad campaign). I went to their site and it was pathetic. You find word Universal Remote once as a heading under FAQ. Check it out at High Definition Advanced Digital Video Recorder.
These are the minor problems compared to what I am going through right now.
About the HD Channel activation :
[*]They have not activated it till date
[*]I have called their Customer Care No more than 100 times (Avg 5 Calls X 23 Days)
[*]Totally ill trained, misinformed, and unhelpful to put it very mildly
[*]Earlier, for first 4-5 calls I use to receive a complaint ID and later SMS saying that "your service request No xxx is closed. Trust the issue was closed to your satisfaction. Thank You"
[*]The service request Nos closed with out actually resolving the issue i.e, activating HD Channel were 127250970(29.05.2010),127420033(30.05.2010)
[*]And finally 128203215 which was acknowledged on 2.06.2010 but not closed are replied till date
[*]The general answer at Customer Care is (1800-200-9001) "please call 1800-200-9003" -as they cannot do anything with HD-DVR issues.
[*]@ 1800-200-9003 you encounter with voice response (recorded) which prompts you to enter your Smart Card No. after which it says "Sorry, Your account is already active. Call 1800-200-9001 to talk to one of our executives" and hangs up
[/list]About Online Customer Care through email i.e., [email protected]
[*]You will receive a auto reply "We acknowledge the receipt of your mail. Kindly allow us 24 working hours to address your query. You may also get in touch with our 24X7 Customer Service number 1800 200 9001 (toll free) or 022-30338888. This is a computerized acknowledgement; please do not reply to this mail"
[*]That's about it. After 4 mails not a single reply even afer weeks
[/list]Then about Reliance BIGTVDTH Team helping in different forums : They in general post "Dear Customer,
Please share your smart card no and location details will help you sort the issue as soon as possible.
Regards
Reliance BIG TV DTH Team
And after I have posted all these information and more information like my old STB No. New HD-DVR Serial No Location, date of installation, etc., the thread goes dead without a trace.
Installation Team : I am repeatedly calling the installation staff and now they do not take calls from my mobile and landline and do not respond to SMS either.
Show Room Staff at Bangalore : They explained their inability with reference to HD-DVR issues except it's sales. However, they wrote a mail to technical team and promised me they will call within a day or two (10 Days back).
Now about the HD-DVR STB.
[*]looks good sporting all black color with many connectivity options like, Ethernet(RJ45), USB, HDMI, Component,composite, SPDIF ports.
[*]The good part stops there as you do not have any documentation (including their web site) as mentioned earlier for most of the above mentioned connectivity options.
[*]Universal remote looks good and comes without any documentation any where including the DVR (digital video recording part). However, this part is simple and intuition works.
[*]The HD-DVR STB is very sluggish (response)
[*]Hangs pretty often and you will have to pull out the power and put it back
[*]The picture shown on LCD display will vary erratically (1/4 of the screen) etc.,
[*]Component video does not work regularly when HDMI cable is connected. You will have to pull out and put back HDMI cable (Hot swapping) to restore component output.
[/list]Dear Friends this is my First Impressions (shall we call it experience) or rather 1/2 impression as NGC-HD channel (Only channel available on BigTV and suppose to be free for 1 month is not yet activated till date (After 25 days of receipt of payment)
This post is by no means written with any frustration or disgust (Which I am), but an effort to be factual, and a proper indicator for potential customers, to prepare them for what to expect from BigTV.
Many of the things you can verify (I insist at lest BIG TV Executives at Higher level), like Customer Care service at 1800-200-9001/3 or writing to Customer care at [email protected] you can just check with a dummy message or call. And check out the HD-DVR section-especially Universal Remote section.
@amit_dp: you should try talking to PROFX (blr, che or online) they deal with Denon in india and are wonderful ppl to work with.
