Aug 09, 2009 12:17 AM
1925 Views
(Updated Nov 21, 2010 09:18 PM)
In this review I would cover the entire lifecycle of my experience with Reliance WiMax from a new connection, its operations, service assurance, shifting & finally closure. I would like to keep it as realistic as possible and avoid bias if any (Apologies if there are any Anil Bhai, hope you improve on the pain areas)
New connection
1) The agent visited my house, filled up the forms, in spite of not having the complete set of documentation went ahead and submitted the application. The agent did the ground work of getting the copies made of documents. I suppose there are good commissions to be made here. I went for the 600 Kbps (kilo bits per second) approx 75 KBps (kilo bytes per second), no limits on usage.
2) The connection was setup within a week and followed up by the customer care folks to check on my feedback.
In Life experience
1) The speed was good. The tests from speedtest.net proved that speed was as promised.
2) The initial connection takes approx 2 mins.
3) Sometimes it might get disconnected (very few occurrences)
4) Had to call up customer care with issues 4-5 times (4 or 5 problem tickets were raised). The response and resolution is done within 24 hrs. Once the dish equipment had to be changed, rest were all due to server or connectivity issues between the dish the serving station.
Limitations
1) With power cuts on, if the server tower goes down the net goes down. In Pune, there will be power cuts hence can't help it.
2) In case of weather disruptions, lightning, heavy winds etc. the connectivity is an issue.
Shifting experience:
1) When I wanted to shift the connection (just across from one wing to the other) the customer service was pathetic. The customer facing support group has no coordination or information on the servicing group. They cannot give any information on when shifting can be done.
2) The first line support says that it will be done in 7 days, advices to send an email to their support mail id. On sending the email, they reply back with a request to send supporting documents. After the mail is sent back with supporting documents, there is no reply.
3) I call up the service engineer for the area, the engineer says that he will come the next day. No one comes.
4) Again I call up, he says he will come, but it is just false promises.
5) I call up the service center again to check on the mail details. They ask to send to a different mail id, stating that the mail id mentioned earlier (which is also mentioned on the site) has been shut down.
6) On sending the mail to the new mail id, there is no reply. The front desk can't confirm whether mail has been received, neither can they help.
7) More than 7 days goes by and still there is no action, after calling up the support desk, I get to know that there is no request created and asks me to send a mail again. I am losing Rs. 50/- per day without using the connection since I have already shifted. The service desk guy says that they won't bill me for not using the connection and the shifting will be done in 7 days.
8) I send a mail again with no replies, at the same time I raised a request on the Department of Telecom site. Total 12 days passed.
9) I get a call again from them after 12 days about the DOT complaint and they promise to shift within 2 more days.
Shifting never happened.... The Wi Max tested me to the Max & I thought Why (insist on) Max?
Closing experience:
1) I call up the help desk, I request them to close the connection. They ask me for a reason, I give them the reason that the connection never shifted. They took the request and told me it will be done within 15 days. I asked them about the billing and they told me that I will be billed till the date the connection is closed (the non usage - no billing assurance goes for a toss).
2) Next day the call comes again, they tell me that the shifting will be done for free (the charges are around 750 which I was willing to pay). I insisted on closure. The request was taken and confirmed.
3) The connection is closed exactly after the 15th day, hence they bill to the max.
4) I get a bill for the whole duration.
Overall, my advice:
1) The speed is good, as long as the going is good, it's good.
2) There are issues around shifting and closure, if there are any chances that you might shift (please avoid).
Unethical company
- Another company involved in 2G scam. Was moved ahead of the waiting list to award 2G spectrum at lower costs.
Teach such corrupt companies a lesson. It should be boycotted by all Indians. We should set an example so that no one initiates any corruption.
