#JioAirFibre

[thenewsfactsnow]

Inside JioAirFibre: Before You Subscribe to Wire-Free 5G

JioAirFibre – with the enticing promise of delivering 5G without the constraints of physical wires, this innovative offering from Reliance Jio has garnered the curiosity of tech enthusiasts and consumers alike. As the world anticipates the launch of JioAirFibre, the question on everyone’s mind is: What’s the technology behind this wireless broadband marvel and how will it shape the future of…

[molosmojo]

Why does it have to be escalated?

I switched to #JioAirFibre late last year and have had good connectivity over the last 8 to 9 months. Around mid-July, after I came back from my native place, I noticed that the internet connection was down. Given that I was on mobile data, it did not occur to me for a couple of days that the internet connection was not restored. I called up the customer service desk and they said "there is a technical issue in your area because of which there is an outage". I asked them about the TAT but they didn't have any TAT from the system. I asked them to register a complaint and give me a complaint ID. They kept declining the request saying "we cannot take a complaint for this because there is a glitch which our teams are currently working to resolve." A week went by and I again called up the customer service desk and the same reply - we are working on this but don't have a TAT and we cannot register your complaint. I would have made at least 5 such calls over a period of nearly a month and they kept giving the same response. My kids who have their school assignments, had to face the brunt, the most of this outage for over a month. In one of the calls, I remember asking the customer service executive about my validity period given that the connection was lost for nearly a month and they said "don't worry, our team would take care of this." Finally, around end of August, I was given a date that by 24-Aug-24, the connection would be restored. And yes, the connection was restored. Now, I called-up the customer service desk again to check on the validity extension and to my shock they said "your connection is working perfectly fine and we do not have any records of any outage and neither is there any complaint from your end." The next day, I again called up the customer service desk and they gave me the same sh** and I lost it. I sat down to see what is it that I could do something about this complete dismissal and unprofessional treatment. I found about the appellate tribunal for Mumbai for Jio and dropped them an email highlighting my concerns. I also copied Mr. #MukeshAmbani on the email. The same evening, I received a call from Lalit Pednekar who was from the escalation team and he heard me out and assured that he would get this sorted and would call me back in a couple of days. He did call back to inform that the my concern was a valid one and they would do the needful in terms of the validity period and the adjustment of the charges, accordingly. While I was not willing to give-up on this and take the fight to the company, I am sure there would be many in my area, who would still be making phone calls to the customer service desk and getting a deaf ear. Why does it have to be escalated for someone to look into it and harass the customer - why cannot the customer service teams be kind enough to resolve it before it gets escalated?