Animesh

Not here to lead. Just to remind the field whom it belongs to.

[Animesh @vigrahya]

@Sachingupta I am genuinely curious if any one has identified the police officer in the video and if any action has been taken by him by the concerned authorities?

[Animesh @vigrahya]

★★★★★

Came for broadband.

Received patience, resilience, acceptance, and several complaint numbers.

The internet was only temporary.

The personal growth is forever.

Thank you, JioFiber.

[Animesh @vigrahya]

Today I'd like to review one of the finest customer service experiences I've encountered.

Not because the service worked.

That would be far too ordinary.

No.

True excellence begins after the service stops working.

Thread.

[Animesh @vigrahya]

At this point you may be wondering which visionary organization has pioneered this customer-development framework.

I'm delighted to reveal that my guide on this personal growth journey has been JioFiber - @JioCare @reliancejio

[Animesh @vigrahya]

Step 6:
Close a few complaints.
Not because the problem is fixed.

Simply for narrative pacing.

[Animesh @vigrahya]

Step 5:
Move the dates around occasionally.

This keeps the experience dynamic.

[Animesh @vigrahya]

Step 4:
Introduce Expected Resolution Dates.

These serve the same role as weather forecasts:
informative but not binding.

[Animesh @vigrahya]

Step 3:
Introduce the customer to the exciting world of Complaint Numbers.
Before long you'll have a collection.

Some people collect stamps.
Some collect Pokémon.
I now collect service requests.

[Animesh @vigrahya]

Step 1:
Take payment.

Step 2:
Remove service.

This creates the conditions necessary for personal transformation.

[Animesh @vigrahya]

The truly elite organizations understand that character is forged through uncertainty.

[Animesh @vigrahya]

Most companies make the mistake of solving problems.

This deprives customers of an important opportunity for growth.

[Animesh @vigrahya]

@JioCare @reliancejio now there are 3 service requests but unfortunately no resolution. Should I assume that your engineers are incompetent or unwilling to fix this and discontinue the service? Even escalations are ignored.

[Animesh @vigrahya]

@JioCare At this point I am unsure if staying with Jio has any benefit. The service is disrupted, work is suffering and the engineer is working his own clock. Please advise on alternative services that have this figured out.

[Animesh @vigrahya]

.@JioCare I have seen the template replies given by your team on the platform. My service request no SR000037AXNF has been under processing forever. No update on disconnection, a customer care number that doesn't connect with an agent if a complaint has been raised.

[Animesh @vigrahya]

@JioCare He said he would ensure he visits and resolves it today no matter the visit date. Said he is the only engineer in the area and even gave me his number which may or may not be his. No replies, no engineer visit and a still non functional internet.

[Animesh @vigrahya]

@JioCare Said that he needs to get the cable and insisted that I reschedule the visit to make it possible for him to leave. Weird but I obliged. Booked for tomorrow's date despite me saying I need it done right away.

[Animesh @vigrahya]

@JioCare Hi team, despite escalation things are same or should I say worse. Today firsthand I experienced the absolute cunning and shrewdness of your engineer. He identified himself as Akshay Maskar and upon inspection said the cable is cut needs replacing.

[Animesh @vigrahya]

@JioCare There is no option to call the technician if you see the screenshot and earlier when such an option was available no one answered. Also a service which should have been addressed on 1st or even 2nd is being postponed to 5th.

[Animesh @vigrahya]

@JioCare And what do you expect me to say to this buffoonery?

[Animesh @vigrahya]

@JioCare @reliancejio Kindly dissect your statement. Primary concern is reinstating the service, to that end nothing has been done. Today is the 4th day. Are you unable to service urban centres due to mountains oceans or thunderstorms? No engineer In sight.

[Animesh @vigrahya]

Classic no response @JioCare @reliancejio
How about issuing a refund for 5 days of no service and no operations? Not regret and apologies but actual money that is billed for the number of days covered under a renewal as now another 2 days of waiting is forced upon me.