Need: A new mobile connection
Expectations:
There is a Reliance web world in Bistipur, Jamshedpur and of the umpteen times I have been there I have been dissatisfied with the service. One can hardly get a recharge done from there. The server is perennially down. Besides this my experience with Reliance on the whole hasn’t been great either. Frequent call drops, Issues with messages etc etc.
But again , I have a reliance phone and I am Trapped in their service. I will change it the day I get my first fat paycheck.
Experience
I reach the web world and enquire for a circle change on my existing card. Based on my past experience I carry all my documents to avoid any further delay. The saleslady there tells me that this will take 8 days and instead I should go for a new card by paying a sum of Rs 100. That according to her will be a cheaper option
Now this I would like to highlight because the same “circle change” service that I used in Reliance, Delhi took me less than a day. This speaks of the high degree of un-standardization that Reliance follows. A different experience everywhere. However I chose not to argue as it was futile and decided to go for the new card which was a cheaper option for me.
The sales lady transferred me to another sales guy whom I had to explain again. What a pitiful service.
No this new chap, offered me a post paid connection. I personally prefer a post paid over prepaid as it avoids unnecessary hassles of recharging every time. Also the scheme that was offered to me had the lowest STD charge which was my main requirement.
This connection had an inbuilt package which I was promised will be activated the same day. Unless that happens I will have to shell out a higher charge on STD calls.
Close the deal on the place : I was not carrying the bona fide I needed from college to activate the card. So I decided to come back later. But the sales person was adamant and wanted to close the deal then and there. He offered to send along with me a salesman who would collect the papers from my room and deliver the card.
This happened and I got my card immediately.
The twist: 3 days after my card gets activated, and after I have made like a million STD calls, I get an sms from Reliance saying that my inbuilt package has been activated and now I can call STD at 50 paise a minute. I was furious and called the web world centre. This fellow who sold me the card passed the blame on me and said that he had asked me to wait and warned me from making any std calls. And this was BLATANT LIE.
Today I have my card activated and my unpaid usage had crossed 1k. I am not sure and not assured in any way of what package I am using.
I was left cold after the experience.
Service Analysis:
The above figure summarizes the analysis of the service in terms of the Service Trinity based on my experience. The analysis for Employee Management is restricted to my experience, interaction and observation.
Service Quality:
In order to determine the perceived service quality of Reliance Communication the five dimensions of service quality (SERVQUAL) have been used. These dimensions are given in the table below along with the quality perceived by me during my experience.
| Dimension | Rating (Scale of 1-10) 1 – Poor; 10 - Excellent | Analysis of Service |
| Tangibles | 6 | Decent ambience and comfortable atmosphere. |
| Reliability | 5 | Moderately Reliable |
| Responsiveness | 5 | Moderately responsive |
| Assurance | 5 | Average |
| Empathy | 4 | Missing in the service reminding of a Government culture |
Based on the above dimensions of quality, I would summarize the perceived service quality to be of a poor level and except for some savings in cost, the service is unwelcome.
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