Reliance Communications is betting high on the MTN deal to position itself as a major global player but does it really deserve to hold such a position when its dedication towards services is questionable in India itself? Two major Internet providers in India - Reliance Communications and Tata Indicom – have major inconsistencies in their services.
In Bangalore, Parag Deb had to break his head to get an Internet connection from Tata Indicom services, the company that adds flashy lines in its publicity campaigns but the hard core reality is far different. The marketing executives who are directly or indirectly associated with the company show their commitment to the highest level just to get a customer. But they are least bothered when it comes to installation.
The same happened with Parag Deb when he applied for a broadband connection. He was promised to get the installation in not more than five working days. The installation men took more than the promised five days to turn up but couldn’t install the connection stating the unavailability of the signal. How is it possible when they operate in that area? Still, helplessly, Deb tried on and re-applied but the result was the same. It took days and high blood pressure to beg for the refund but the irresponsible Tata call center executives asked him to go through a vague process. Finally, left with no choice, Parag settled for a wireless connection.
It’s not only the common man who is inconvenienced. Reliance even dared to irritate a cop in Ahmedabad. A cyber crime consultant, Sunny Vaghela was quite embarrassed in a seminar when his Internet was disconnected for no fault of his own. When contacted, Reliance said the reason for the disconnection is the non-payment of a bill that was never sent to Vaghela.
In a statement supplied to IT Examiner Vaghela said: “I have been using a Reliance data card for the last four months. The data card had cost me $63 (Rs.2750) with two months' free unlimited data transfer plan. From the third month they have decreased the speed or somehow their data card was not working properly. Even though their services were not good, I paid the third monthly bill. My billing cycle is from 26th to 27th of next month. On 27th June, 2008 the company had suddenly stopped my services called up the support centre for the same.
'They said my credit limit for the fourth month was 1,500 but I had used more than the limited usage which goes up to total usage of 1,400MB. But the bill generated was $37 (Rs 1600). I said that I am ready to pay the bill but I have not yet got the bill at my place. They said they would send me the bill before 7th July. I asked why did you disconnect then as I am ready to pay the bill. They said that I have no choice but to wait till I receive the bill via courier. I had to suffer for six days. I have already got a BSNL data card because of Reliance’s policy. I am requesting you to make people aware about this truth.'
While we feel sure other operators exhibit similar attention to customer care, so far we haven't received details from disaffected users.
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