Bharat Sanchar Nigam [BSNL] — Data connectivity and quality of customer service

Address:

560043

The worst quality of customer service both at the call center and the customer care office
11 calls in 2 days, 4 abrupt call disconnects, 2 wrong q transfers, 2 wrong information purposefully done. Do they even care about their customers?
The issue - my 3g sim is a dongle sim (128kb) and it works only in dongle and does not get recognized in any 2g, 3g, or 4g mobile phone. I had made a data recharge of rs78 (2gb for 5 days) (Recharge from [protected] on 15/05/2017 at 04:09:40 pm hours. Ref no. [protected]). I’m unable to access internet as it is very slow and the webpage gets timed out. My dongle gets registered on network but cannot browse or open any website.
I called 1503 more than 5 times and each time i got a different answer from the agents. First one agent told me to wait for 2hrs, the second time also another agent told me to wait another 2 hrs. The third time the agent said he is transferring me to his senior and put me in the hindi q and again i had to repeat the whole issue. The agent abruptly disconnected the call. I called again and another agent asked me to call 1504 but there was no response on that number. So i called 1503 again and the agent said he is transferring me and this time it was kannada q who simply disconnected the call. I called again and another agent said there is a network issue in the area and to wait for 2 days and to call 1925 for network issues. I called 1925 and was told there were no network problems in the area and to top up main balance. I made online recharge of rs33 but it did not reflect as top up amount (Recharge from [protected] on 16/05/2017 at 06:53:36 pm hours. Ref no. [protected]). I called 1925 again and was told it was a roaming pack though nothing was mentioned while making the recharge. I made a topup of rs30 again (From [protected] on 17/05/2017 at 11:14:53 hours pf: rs.3, st: rs.3.91, net amt is rs.23.09, bal: rs.31.32, refno.[protected]).
I had to repeat the same issue for 11 times to different agents and still there is no resolution even after 3 days. Within the next 2 days the data stv 78 will lapse. I have lost time and my money on a useless network provider.
I have not been able to use even 1mb of the 2gb data pack. The call center agents don’t care. The people at the customer care office also don’t care.
Who is going to address and solve this connectivity issue? Do they even care about csat quality and is there a quality system in place? Do they care about csat? Do they care about fcr? Don’t they have any self respect and respect for their jobs?
With such dismal quality can bsnl match other players in the market? Without good customer service no amount of tv and print media ads or plan offers would work in customer retention. Maybe bsnl management does not care. They are content with free chai and biscuits, free lunches, free salaries.