Reliance Big TV: Complaints Escalation Mechanism

Finally we got back all the channels on our Reliance Big TV service after a one month struggle (Read my previous post on the problem here ), I thought it is only appropriate that I update here on how we got through the maze of Reliance Big TV customer service to get this done so that all unfortunate souls who bought this service can try to get some peace!

First option is always the person who sold you the Big TV kit, if he is good enough he will know some key people in the sales department and if he is responsible enough he will share that with you. Fortunately the person who sold us was both, so through him we reached some of the sales people and through them the customer services head in Chennai. It took some time, but it did work.

Second option is to reach the nodal officer and appellate authorities in Reliance communications (They are setup on a Mandate from TRAI), their info can be found here, http://www.trai.gov.in/sp/RELIANCE.pdf, I had sent them an e-mail and was not so sure that it will be actioned, but to our surprise it was, when we reached the customer services head through the first option she informed us that she had got the e-mail from the nodal authority to look into our problem the day before.

Still it took sometime for Reliance to solve our problem as their technical team didn’t know how to fix our problem. Finally after 2 weeks they did and now we have got our services back. Throughout this time, the customer services head was in regular touch with us and I appreciate her for that, but still I think it is high time Reliance Big TV pulls up its socks and ensure that they have a much more better customer care service and a well publicised escalation mechanism for problems that are not solved within the promised service levels.