Reliance Retail was once an electronics retailer I genuinely respected, but my recent experience has changed that perception regarding their customer service.
The values of an organization are often reflected in the behavior of its last-mile employees. Unfortunately, the actions of the team at
Reliance ResQ, the after-sales service arm led by CEO
Gaurav Kapil, suggest a significant disconnect. Despite reaching out to the CEO directly twice and escalating my complaint through available channels, my issue remains unresolved after over 50 days.
Here's a brief overview of my situation:
- During the installation of my brand new AC last year, a
Reliance ResQ technician charged me for a water drain pump, which has since failed.
- When I sought support, the local CRM refused assistance, stating that the part is "not something Reliance stocks or can arrange," despite its availability in the open market.
This raises serious questions about the integrity of the transaction. Being charged for a component that is now unserviceable by the same team feels less like a service gap and more like a deliberate oversight.
The human cost is significant:
- It’s peak summer, and my non-functional AC has led to physical discomfort and considerable mental stress.
Ironically, since the installation was performed by
Reliance Retail, their customer team deflects responsibility, insisting it must be handled by
Reliance ResQ, who appears indifferent to the situation.
This situation prompts a larger question: How does a service company operate while showing such disregard for customer experience? How can leadership remain unconcerned while complaints and tickets languish for over 50 days?
I share this not just out of frustration but as a warning. If you are considering Reliance Digital or its service partners, be aware of the potential challenges you may face.
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