[Resolved]  BSNL — Incompetence on part of BSNL to provide assistance along with unprecedented non customer-friendly behaviour by staff

Address:

Nadia, West Bengal

I have an EVDO data-card (number- [protected]) registered under BSNL Pune. As per all communication by BSNL via media like newspaper and electronic media, I was aware that 'National Roaming' is provided for all cards. But, on arriving at Kolkata and trying to connect, I found that I was not able to do so. I had immediately called up BSNL Pune, who in-turn advised me to visit the nearest Customer Service cell for assistance. It was with this hope that I visited the Kalyani Telephone Exchange today.

What I got next was something I have never experienced as a BSNL customer earlier.I have had a very harrowing experience at the Kalyani Telephone Exchange under Calcutta Telephones today. Mrs. Chakraborty(SDE) was not even in the mood to talk to me or listen to the problem I had to narrate. She was adamant that as the connection was from Pune, there is nothing that she can do. She in turn handed me the number to the switching division at Telephone Bhavan, Kolkata. When I called them up, they told me that a solution could definitely be provided, while the lady here was in no way convinced. Neither was she ready to consult the other team for the solution. I was caught in this disparity between two departments of Calcutta Telephones without a solution to my problem. I was forced to call up Pune again, where the lady was kind enough to call up some Mr.Halder, of the concerned department here in Calcutta Telephones, who in turn assured her that the service would be provided at Kalyani Exchange. Still nothing was done to address my problem. In the end, I have had to return without any assistance except for that advise to travel another 50-60km to telephone bhavan in Kolkata where a solution might be provided.

If this is what BSNL as an organisation has to offer to its customers on the move and out of their home circle, I as a customer am utterly disappointed. I am unable to use a service which should by default be accessible to me throughout the country. The kind of Public Relation skills exhibited by the SDE was not of the standards how a customer should ideally be treated. I have very pleasant experiences of customer handling by BSNL Pune staff, but this incident at Calcutta makes me think twice before I praise BSNL any-time soon.

My earnest request to you would be to please look into the matter and provide me with a solution as my work gets affected greatly due to non-availability of Internet connectivity on the move. Also, I would request you to improve PR skills of your staff so that at least if not the service, the customer is not dissatisfied with the behaviour of the staff also.