[Resolved]  BSNL — BSNL Poor Customer Service

TO WHOM SO EVER CONCERN.
DEAR BSNL,
I DO NOT HAVE ANY PREVIOUS BSNL CONNECTION. I WANTED TO BE A BSNL CUSTOMER. ON THAT NOTE, I APPROACHED THE BSNL OFFICE AT INDIRANAGAR, BANGALORE. MET A LADY (NOT SURE OF HER NAME) WHO ADDRESSED MY QUERY FOR A NEW CONNECTION. SHE GAVE ME A BSNL NEW TELEPHONE CONNECTON AND BROADBAND APPLICATION FORM. THIS HAPPPEND ON 1ST JULY 2009. I WANTED THIS CONNECTION TO BE TAKEN ON MY WIFE'S NAME. BUT AS PER THE PROOFS REQUIRED, MY WIFE DID NOT HAVE A PHOTO ID PROOF NEITHER AN ADDRESS PROOF ON HER NAME. HENCE, I APPROACHED AN ADVOCATE WHO HELPED ME WITH AN AFFIDAVIT OF MY WIFE'S PHOTO ID AND RESIDING ADDRESS. THIS AFFIDAVIT WAS DULY SIGNED AND SEALED ON A STAMP PAPER BY THE REGISTRAR. I WAS TOLD TO BRING A COPY OF ANY ADDRESS PROOF (SPECIFICALLY WAS MENTIONED ABOUT A BANK STATEMENT OR A TELEPHONE BILL). HENCE ON 8TH JULY 2009 I WALKED IN TO THE BSNL OFFICE AT INDIRANAGAR WITH ALL THE DOCUMENTS THAT I WAS ASKED TO BRING. THE LADY AT THE FRONT DESK DENIED MY APPLICATION STATING THAT AN AFFIDAVIT CANNOT BE ACCEPTED AS A PHOT ID PROOF OR ADDRESS PROOF. ***NOTE: UNTIL THIS STATE I WAS NOT INFORMED OR GIVEN A PRINTED DOCUMENT AS TO WHAT TYPE OF PROOFS WILL BE ACCEPTED. THE LADY AT THE FRONT DESK JUST TOLD ME THAT ANY GOVT RECOGNIZED DOCUMENT WILL BE ACCEPTED***. THEN I DECIDED THAT I SHALL TAKE THIS NEW CONNECTION IN MY NAME. I MADE COPY OF MY PAN CARD AS MY ID PROOF AND CARRIED THE LATEST AIRTEL TELEPHONE (LAND LINE) BILL AS MY ADDRESS PROOF. ON 15TH JULY 2009 FOR THE THIRD TIME MY APPICATION WAS REJECTED STATING THAT AIRTEL BILL CANNOT BE ACCEPTED AS AN ADDRESS PROOF. THEN I HAD AN ARGUMENT WITH THE LADY AT THE FRONT DESK ASKING HER AS TO WHY SHE CAN’T ACCEPT THE AFFIDAVIT SO THAT ALL THE PROBLEMS CAN BE SORTED OUT. THE LADY GOT UPSET ON ME AND SAID "WE CAN GO ONLY AS PER RULES. I CAN'T ACCEPT ANY OTHER DOCUMENTS OTHEN THAN THE ONE MENTIONE IN THE NEW RULE". WHEN I ASKED FOR THE DOCUMENT ABOUT NEW RULE THAT SHE WAS TALKING ABOUT, THE LADY DENIED SAYING "I DON'T HAVE IT". I WAS VERY FRUSTRATED AND UPSET BY THEM. THERE WERE MANY OTHER CUSTOMERS AROUND ME AND I WAS SO VERY EMBARRASSED. I DEMANDED TO TALK TO HER MANAGER. SHE POINTED AT A CABIN AND SAID "YOU CAN MEET OUR AE". I THEN WALKED IN TO THE AE'S ROOM. THE SO CALLED AE WAS SO BUSY WITH HIS WORK THAT I NEVER EXPECTED SUCH A POOR PROFESSIONAL BEHAVIOR FROM A PERSON LIKE HIM WHO IS AT A VERY RESPONSIBLE POSITION. FIRSTLY, HE DID NOT WELCOME HIS CUSTOMER WHO CAME TO HIS CABIN (I'M NOT SURE AS TO HOW MANY CUSTOMER WOULD MEET HIM PERSONALLY THAT HE WAS SO TIRED TO WISH ME). SECONDLY, WHEN I STARTED WITH MY CONCERNS, HE DID NOT HAVE THE COURTESY TO TELL ME TO TAKE MY SEAT. THIRDLY, HE DID NOT LISTEN TO MY FRUSTRATION AND PAIN BUT CLEARLY REJECTED MY COMPLAINTS STATING THAT WHATEVER THE LADY AT THE FRONT DESK TOLD IS THE FINAL. WHEN I ASKED HIM ABOUT THE AFFIDAVIT, HE SAID "I DON'T HAVE ANY CLUE ABOUT THAT". IS THIS THE WAY YOU RESPECT AN ORDER FROM THE COURT ? ANY ONE CAN TAKE THIS LEGAL AGAINST THE AE AND THE PARTICULAR BSNL OFFICE STAFFS. HOWEVER I DID NOT WANT TO DO THAT, BUT WAS JUTS EXPECTING SOME KIND OF ACCOUNTABILTY FROM A SENIOR OFFICER LIKE HIM. HE WAS COMPLETELY NO HELP TO ME AT THAT MOMENT AND INCREASED MY FRUSTRATION. I THEN WANTED THIS TO BE ESCALATED FURTHER. HE WAS NOT READY TO ESCALATE. THEN I JUST LOST MY TEMPER AND TOLD HIM THAT I WILL GO TO MEDIA AND COMPLAIN ABOUT THIS TREATMENT TO THE CUSTOMERS. SURPRISINGLY, THE AE WAS OK WITH IT. HE SAID "YOU CAN GO AHEAD AND I'M NOT BOTHERED ABOUT ANY MEDIA. I HAVE SEEN ENOUGH MEDIA". AT THIS POINT I WAS FEELING VERY HOSTILE IN THAT BSNL CAMPUS. I THEN ASKED FOR HIS NAME. HE DENIED GIVING HIS NAME. I ASKED HIM SEVERAL TIMES. HE DENIED. THEN I TOLD HIM THAT HE AND HIS STAFF WILL FACE THE MEDIA IN FEW HOURS. AFTER WHICH HE BEGAN TO CONVERSE WITH ME. WITH ANGER AND FRUSTRATION THE AE ASKED ME "WHAT IS YOUR PROBLEM". THIS SHOWS THAT HE GAVE A DAMN TO MY COMPLAINT WHEN I EXPLAINED HIM. WITH PATIENCE, I AGAIN EXPLAINED THE ENTIRE SITUATION TO HIM. HE LISTENED CAREFULLY. HE THEN STATED "SIR, BSNL IS GOOD BUT PEOPLE LIKE ONES WHOM YOU MET AT THE FRONT DESK ARE THE ONES WHO IS SPOILING THE NAME OF THE OFFICE. IF I TRY TO CORRECT THEM THEY GET UPSET WITH ME. HENCE, NO ONE IN THIS OFFICE LIKES ME". IT WAS A SHOCK FOR ME TO HEAR THIS FROM A SERIOR OFFICER AT BSNL. LATER HE HAD SOMEONE CHECK ALL THE OPTIONS FOR ME. HE THEM MANAGED TO GET THE NOTICE WHERE IT TALKS ABOUT THE WHAT TYPE OF PROOFS WERE REQUIRED. MY QUESTION: IS IT NECESSARY FOR AN AE AT THE BSNL OFFICE TO SEARCH FOR THIS NOTICE ?? WHY IS IT NOT GIVEN TO ALL THE STAFFS AT THE CUSTOMER CARE CENTER ?? LATER TO MY SURPRISE I FOUND THAT A RENTAL DOCUMENT IS ACCEPTED AS A PROOF OF ADDRESS, BUT NOT AN AFFIDAVIT. IS IT LOGIC ?? IT IS INSULTING THE COURT AND THE GOVERNMENT. HOWEVER I HAVE RAISED A COMPLAINT TO MY ADVOCATE AND ALSO TO THE REGISTRAR. THE LEGALITY OF THIS ISSUE WILL BE DEALT BY THEM AFTER THEIR INVESTIGATION. I SHOULD ALSO MENTION THAT AFTER A LONG AND FRUSTRATING ARGUMENT, I WAS TOLD BY THE AE THAT I CAN GET THE DOCUMENTS AGAIN AND HE WILL DO THE NEEDFUL FOR ME. THE AE AT THE END GAVE HIS NAME TO ME. BUT I'M NOT HAPPY WITH THE WAY THE ENTIRE SITUATION WAS DEALT. I DO HAVE THE NAME OF THE AE WHO ADDRESSED MY CONCERNS FINALLY. I WOULD LIKE SOME RESPONSIBLE PERSON FROM BSNL TO CALL ME OR CONTACT ME VIA EMAIL ([protected]@GMAIL.COM). I WISH I COULD ESCALATE THIS TO THE TOP OFFICIAL IN BSNL AND MY ATTEMPT TO DO SO WILL CONTINUE. I FOR SURE WILL APPROACH THE BSNL OFFICE AGAIN FOR MY NEW CONNECTION AFTER I RECEIVE AN EXPLANATION ON THE ABOVE MENTIONED "PATHETIC" CUSTOMER EXPERIENCE/SERVICE.

Sir,

I have suffring alots of problem beacuse of a poor custmer servise of BSNL, A few days ago there was some errore with my store's Internet connection i compain on you BSNL number 1500 its tack lots of time to talk with assistant and thay are very roudly give reply and I got it repaire after 4 days and this days in my store SALE was goin on so I was suffring alot and my totly Billing system is online so I counldnt make bills also so i had loss of sale also so please improuve your coustemer servies

Date: 2/09/2009

bsnl cutomer compalint solution is very bad, I have given application for new connection with broadwand on 27 july after regular folow-up i get my connection on 15 Aug. but since 29 Aug 2009 my phone & broad band connection is dead.

my no. is[protected]

till date my connection is not o.k

I am facing the issue with BSNL Frequent disconnection, When gave multiple compalints they will come and say line fault cannot be done any thing, PAY BRIBE the work will be done.I[censored]R TAKING CONNECTION OF BSNL BE PREPARED TO HAVE THE LINE MAN NUMBER TO GIVE BRIBE TO GET THE CONNECTION.If the line goes down on sat partiall service or the line man will not be available.VERY VERY POOR SERVICE, Again on monday for follow up.

BSNL CUSTOMER CARE IS REALLY BAD THERE IS NOT A SINGLE NO ON WHICH THERE IS ANY REPLY AND BY MISTAKE IF THERE IS ANY REPLY THEY ARE VERY RUDE AND WITHOUT ANY SATISFACTORY ANSWER