Reliance – Setting Up A Benchmark For Bad Services Level

*** Copy of email sent to broadband@relianceada.com, Anil Ambani and Reliance Communications Investor Relations on 20th November 2007

Dear Anil Ambani and Hasit Shukla(Investor Relations),

Besides losses over $40,000 US, I also had health issues because of false promises by your customer service reps, floor supervisors and managers on my complaint - 58481833.

My user id is : 335846601633 for broadband connection and I have 3 phone lines and another Reliance Internet connection and I don't think I should pay any of the bills for any of the lines for next 10 years because of losses and your failure to provide even the service which a sick PSU would provide. Why the heck do you spend money in advertisements ( and as a shareholder of Reliance Communication I need to know this) while there are severe service deficiencies.

Anil - Do spend time from your schedules with *Movie Stars* if you really want to save your credibility and be successful and focus on your business. Attached are few recordings which I strongly suggest you or your Sr. VP level executive go through and do the homework. I'm still going to write to Govt bodies, media and go to court to claim my damages but I thought of bringing this to your attention first.

1) I asked for written SLA( Service Level Agreement) and Terms of Use to floor Supervisor - "Karuna" - she was unable to provide that. Do check the "English" communication skill of this employee of yours. NOT PROVIDING WRITTEN SLA AND TERMS OF USE WHEN ASKED IS GROSS VIOLATION OF MY LEGAL RIGHT SINCE I AM PAYING CUSTOMER.

2) I asked for Estimated time to fix the issue. I was first told - It was networking issue, then on other day I was told it was a billing issue, then I was told it was a plan change issue, and when I asked how confident they are - there was "No Answer". I don't think Reliance has qualified and competent personnel at all. GOVERNMENT SHOULD NOT ALLOW YOU TO EXPAND OR ADD MORE CUSTOMERS UNTIL AND UNLESS YOU COMMIT NECESSARY STAFFING LEVELS TO PROVIDE PROMPT SERVICES.

3) I asked the Floor Manager - "Which Government Agency should I write my grievance to and send all recordings to so that they can crack down on reliance and compensate me for my frustration and loss of business" ? NEITHER YOUR MANAGER NOR YOUR OTHER STAFF HAD THE INFORMATION OF WHICH GOVERNMENT BODY CAN A CONSUMER WRITE TO WHEN NOT HAPPY WITH SERVICE. THIS IS AGAIN DENYING MY RIGHT TO HAVE THIS INFORMATION AND GOVERNMENT SHOULD PENALIZE RELIANCE COMMUNICATION FOR NOT KEEPING THIS HANDY.

4) I asked for address of Ahmedabad office where I can go and represent my case. This was also not provided by your Floor Supervisor. RELIANCE COMMUNICATION SUPPORT TEAM DOES NOT HAVE LOCATION INFORMATION AVAILABLE WHERE CUSTOMER CAN WALK IN AND REGISTER COMPLAINT. This again shows that RELIANCE IS NOT COMMITTED TO HELP THE CUSTOMER.

5) I asked (after 4 days of complaint going nowhere) - why no one called up and if Gujarat Circle is non functional, they need to send someone from Mumbai in flight. If Anil Ambani does not have money, I as a customer approved that - I'll pick up the travelling expenses to bring your tech from Mumbai to my place. MANAGERS DID NOT ARRANGE A BACKUP STRATEGY ON THIS TOO. It seems that you guys don't understand Customer Service at all.

6) Whenever I asked for higher level is escalation in your support department, I was kept on a long long wait - sometimes even 15+ minutes. I was not allowed to speak with higher levels despite many many requests and even after 30+ calls over 5 stressful days, the only level I could reach was a Floor Manager. Do you think only your time is valuable dude? I DEMAND COMPENSATION AT MY REGULAR BILLING RATE OF $125 US/hr for all time spent on this.

7) Your internal communications are only via email and software tools. Email/software tools is not the best way to manage communication when there is escalation going on. Your team has gone on record a number of times that Reliance does not have internal voice communication processes and everything is done in software. WHO THE HECK IS LEADING THIS SUPPORT ORGANIZATION WHO FORMED THIS POLICY ? Being a Shareholder, I feel ashamed on such policies of Reliance. It seems that Reliance Communication is not in business of servicing customers and providing connectivity but its in business of ripping off people's money - a sure sign that Anil will sooner or later go to jail if this persists.

8) Ticket Number 58481833 was closed despite the fact that there was no resolution. As a matter of fact two of the floor supervisors instructed "Pragnya" the Customer Service Rep to close that ticket and open a new ticket. Despite me requesting not to do it, Pragnya insisted that this was what she was told. She also confessed that this is "NOT RIGHT and ILLEGAL". Also your managers confirmed that this was done "ILLEGALY". Does Reliance always follow this practices - if such practices are followed, you have no right to produce any survey results or customer satisfaction ratings in any internal or external reports, agencies or annual reports as it seems that this is the norm in reliance. Your response and resolution times are fake and not trustable. GOVERNMENT SHOULD PENALIZE YOU FOR SUCH PRACTICE.

9) This frustration had increased my Blood Pressure which I had to keep in control. Fake assurances from your reps put me in huge business losses as I lost critical business opportunity which I was to follow up had I had the connectivity. If I could have been told that this would take time, I would have found alternate means to get online but this was not communicated and I was assured every time that the problem will be resolved on "Urgent Basis" - No one was able to put a definition or time line to what "Urgent" or "Escalation" meant. When I checked with Manager to see if they are aware of such an escalation or my issue, they had no clue!!!!!

As you can see from the audio recordings that Reliance has followed unethical and illegal practices and I need an explanation on why I should not put a lawsuit against court seeking damages.

If I do not hear back within 1 week with fair compensation "AND" time wise commitment to resolve these items, I'll take it up on internet, media, court and government agencies.

I'll want all communication in writing from this point forward - email is preferred!

Roshan Shah

My Data Card(Reliance NetConnect) with phone number 9327103623 - automatically disconnects every few minutes and "Bony Parambath" - Customer Service Executive refused to take complaint from me when he called for "Welcome Info".

The welcome was strange - I asked him to provide the plan details in writing and he said - Reliance does not provide any details in writing! Yikes!!!

I told him to have someone pickup the f*cking equipment and get the garbage out of my office!

"Dhakni ma pani lai ne dubi mar saala" - no reply yet from your broadband@relianceada.com - seems entire reliance has committed mass suicide - everyone likes to work and join Dhirubhai and not you. They seem to have joined the office in "Reliance Hell" with Ravana the leader who teaches you how to bribe the govt officials and rip off people.