Skip to main content

Strange ways of Jio Fibre service! They schedule, reschedule visit, even 'solve' things on SMS

Strange are the ways of Jio Fibre Service in Ahmedabad. On noticing for two consecutive days that there is a problem between the set top box and TV with HDMI connection getting snapped too frequently (see video below) we decided to ask to take the help of a Jio service engineer last Saturday to visit at our home. 
Following a prompt but unresolved visit by a technician on Sunday, I got umpteen number of SMSes "rescheduling" visits. In between, I kept receiving SMSes claiming that the problem "has been solved", even I "didn't allow a visiting engineer to take photo", but the rescheduled visit never happened.
But let me kick start from the beginning as to what happened and how Jio service appears to have gone to dogs.
Following an online chat on Jio WhatsApp number on Saturday afternoon, we received an SMS at 1:48 pm stating, and I quote:
"Dear Customer, Service request no SR00001V4POI has been raised in your account. You will receive an update for this request by 18/02/2024 13:58. To track the status of your service requests at your convenience, please visit MyJio App -https://www.jio.com/track_sr_status."
On the same day, within 10 minutes, and again on Sunday at 11.17, I received an SMS stating, and I quote:
"Dear Customer, With reference to Service Request number SR00001V4POI for your JioFiber Service ID connection having JioFixedVoice Number +917935675572, we have scheduled an appointment with a Jio service engineer at your premises on 18-Feb-2024 between 11:30:00 - 12:30:00. To track engineer location (available 15 minutes prior to the appointment time) or to reschedule your appointment, click https://t.jio/Track_SR".
The engineer visited us earlier than schedule, and finding that there was indeed a problem after we showed the video and he examined the connection, he first stated that the HDMI cable would needs to be changed, and we must buy one. I asked him to check with an alternative cable, and he asserted he didn't have it. Searching at home, I found one. My cable, too, didn't work. Then suddenly he found one in his bag, but it also didn't work.
I asked him: is the set top box connection with HDMI a problem, and he replied, another engineer would visit us on the same day with an alternative set top box for a solution. 
He went away, an lo! I receive an SMS at 11:53 an stating, and I quote: 
"Dear Customer, With reference to Service Request no SR00001V4POI, for JioFiber Service ID connection having JioFixedVoice Number +917935675572, your request could not be completed as the Jio service engineer did not get access to your premises. To re-schedule the appointment, call 18008969999. Thank You,Team JioFiber."
I laughed.
As the second visit didn't happen, I phoned up the engineer who had visited us. He told me, they couldn't find an alternative set top box, and the problem would be fixed on the next day (Monday).
And on Monday, at 11:06 I received an SMS stating: 
"Dear Customer, With reference to Service Request number SR00001V4POI for your JioFiber Service ID connection having JioFixedVoice Number +917935675572, we have scheduled an appointment with a Jio service engineer at your premises on 19-Feb-2024 between 14:00:00 - 15:00:00. To track engineer location (available 15 minutes prior to the appointment time) or to reschedule your appointment, click https://t.jio/Track_SR."
Then, at 5:15 pm I received an SMS which suggested the fellow was yet to come! It said:
"Dear Customer, Our JioFiber service engineer is on his way to your home to resolve Service Request No. SR00001V4POI.To track the engineers location or call him, click https://www.jio.com/dl/track_sr_status?fc=fiber&FC=jiofiber."
Nobody visited us, but I received this SMS at 5:18 pm stating:
"This is in reference to the Service of JioFiber connection for SR SR00001V4POI. As per your request, our engineer has not taken photographs of the work carried out by him at your location. These photographs help us to confirm the task carried out and are used only for internal quality purpose. Please allow him to take the photographs."
Nobody had come, yet, within minutes, I receive another SMS at 5:24 pm stating my problem had been -- imagine -- resolved! It said:
"Dear Customer, This is to  inform you that your JioFiber Service Request No. SR00001V4POI for an Engineer visit has been completed. Please restart your router and try connecting. For any further support, please call us on 1800 896 9999.
If you wish to raise an appeal, click https://t.jio/JF_Appellate and select your state for Appellate contact details. 
We would love to hear from you on the resolution provided. Please click https://www.jio.com/jiofiber/en-in/sr-survey?custid=SR00001V4POI to share your feedback. Thank you, Team JioFiber."
Distraught, I called 1800 896 9999 and was told, politely, that my complaint was being "flagged" and an engineer would visit me soon, on the very same day, Monday. Promptly I also received an SMS, which said:
"Dear Customer, With reference to Service Request number SR00001V4POI for your JioFiber Service ID connection having JioFixedVoice Number +917935675572, we have scheduled an appointment with a Jio service engineer at your premises on 19-Feb-2024 between 20:00:00 - 21:00:00. To track engineer location (available 15 minutes prior to the appointment time) or to reschedule your appointment, click https://t.jio/Track_SR."
Again I received another SMS at 5:43 pm stating, which seemed reassuring:
"Dear Customer, With reference to Service Request number SR00001V4POI for your JioFiber Service ID connection having JioFixedVoice Number +917935675572, we have scheduled an appointment with a Jio service engineer at your premises on 19-Feb-2024 between 19:00:00 - 20:00:00. To track engineer location (available 15 minutes prior to the appointment time) or to reschedule your appointment, click https://t.jio/Track_SR..."
I decided to track on the link on the Jio app, and to my utter surprise, I received this message: 
"Field visit to be done (Sr Citizen). 17 Feb, 2024 01:58 PM. Request ID SR00001V4POI. Technician Name: Faisal Faruki. Technician Visit Timing 19 Feb, 2024 07:00 PM - 08:00 PM. Description: Sorry, Reschedule of this appointment is only available after 19 Feb, 2024 10:00 PM."
After 10:00 pm? Strange, really! Does their service centre's boys working as technicians make home visits 24 hours?

Comments

Post a Comment

TRENDING

Is hiding promise of bribe in India a crime in US? That's what CNN reports on Adanis

A top ex-bureaucrat -- whom I know as one of the most reasonable analysts -- has forwarded me a CNN story   titled "Billionaire Gautam Adani indicted in New York on bribery charges". The ex-official has wondered why is Indian media quiet about the news. I can't say why India media is quiet, but, written by  Ramishah Maruf, and datelined New York, the story quotes a US Department of Justice statement as saying that Adani and other executives were "indicted" in New York for "roles" in a multi-billion-dollar fraud scheme.
Post a Comment
Read more...

Will Supreme Court also come forward to end legally-sanctioned segregation on religious lines in Gujarat?

My Vadodara-based activist-friend, Jagdish Patel, who has long championed the cause of the victims of silicosis, a deadly occupational disease, has forwarded to me an interesting blog by the executive editor of Pulitzer Center, Marina Walker Guevara, written in the context of the U.S. election results, in which Donald Trump has won.
Post a Comment
Read more...

Modi govt distancing from Adanis? MoEFCC 'defers' 1500 MW project in Western Ghats

Is the Narendra Modi government, in its third but  what would appear to be a weaker avatar, seeking to show that it would keep a distance, albeit temporarily, from its most favorite business house, the Adanis? It would seem so if the latest move of the Ministry of Environment, Forests and Climate Change (MoEFCC) latest to "defer" the Adani Energy’s application for 1500 MW Warasgaon-Warangi Pump Storage Project is any indication. Quoting the September 27 MoEFCC's Expert Appraisal Committee (EAC) meeting,  released on October 2, a senior scholar-activist of the top environmental advocacy group South Asia Network on Dams, Rivers and People (SANDRP) has  reported  that in a "respite" to forest dwelling communities, fragile biodiversity and community conservation areas, the EAC has "rejected" the Adani application for project. However, the window for continuing with the controversial project hasn't been entirely closed. To quote Parineeta Dandekar, the
Post a Comment
Read more...

NHRC failing to 'effectively address' human rights violations: NGO groups tell UN-linked body

In a joint submission to the Global Alliance of National Human Rights Institutions' (GANHRI's) Sub Committee on Accreditation (SCA), two civil society groups -- All India Network of NGOs and Individuals working with National and State Human Rights Institutions (AiNNI) and Asian NGO Network on National Human Rights Institutions (ANNI) --  have said that the  National Human Rights Commission's (NHRC's) accreditation, deferred in  2016, 2023, and 2024, fails to find space on its website. In their submission to the top global body which coordinates the relationship between NHRIs and the United Nations human rights system, AiNNI and ANNI said, the accreditation status of NHRC "has not been updated" since 2017, and as of September 21, 2024, the "website falsely states that the NHRC has retained its 'A' accreditation status from SCA for four consecutive five-year terms." They added, such omission diminishes "civil society's trust" in N
Post a Comment
Read more...

Two persons with old typewriters off SLC's fashionable street, writing poems on postcards!

A few days back, after taking a round of beautiful hills surrounding Salt Lake City (SLC), we drove down to a popular, somewhat fashionable spot -- Harvey Milk Blvd -- not very far from the Down Town. We visited a few shops, where mainly souvenirs were being sold, and also a few sex toys! Finally, we visited an ice cream parlour, where we tasted Italian ice cream. It is a well decorated parlour, with different coloured lovely goodies  hanging across the restaurant. I took a lemon flavoured ice cream -- really liked it. The parlour is called Dolcetti Gelato. Thereafter, while returning to take the car, we found two persons sitting on outdoor chairs, with old manual typewriters on makeshift tables. They were typing out exactly the same way I used to in 1980s to do my stories before faxing them from Moscow to Patriot office in Delhi.
Post a Comment
Read more...

That's true of Gujarat too: Patna HC says, Bihar's liquor ban led to illegal liquor trade; cops, officials love it

A recent Patna High Court judgment on alcohol ban in Bihar can as well be applied to Gujarat. As reported by a legal news portal, under the title "State's Alcohol Ban Led To Illegal Liquor Trade; Police, Excise, Tax, Transport Dept Officials Love The Ban As It Means Big Money: Patna HC",  the story by Malavika Prasad says that while quashing the penalty of demotion imposed on an inspector on the ground that he had been negligent in implementing the excise prohibition law, the Patna High Court observed that though  the law was passed with the objective of improving public health, "for several reasons, it finds itself on the wrong side of the history".
1 comment
Read more...

When Congress leaders in Gujarat forgot to remember Jawaharlal Nehru on November 14

It was November 14, Jawaharlal Nehru’s 135th birth anniversary. While the national leaders everywhere – ranging from Congress’ bigwigs to Narendra Modi and Rajnath Singh – paid their tributes to the India’s first Prime Minister who also happened to be one of the most important freedom fighters, I was a little surprised: The Congress leaders in my state, Gujarat, seemed to ignore him at the place where mediapersons were called to interact with them.
Post a Comment
Read more...