[Resolved] P Balakrishnan — Lackadaisical response
I am retired government employee and I do have internet facility at home. We had asked for a broadband change on 28th february 2013. Our phone No. is[protected].
We had visited online registration with an intention to alter our plan from "BBG FN COMBO 600" to "BB Home Combo ULD 950". Phoned No. 2520000, and asked to get the plan changed. We nursed great expection when we started this procedure. We had requested for plan unlimited 900, but we were told that the plan 900 unlimited is now plan 950, as it gives a speed of 4 mbps. Plan 900 new unlimited gives a speed of only 2 mbps. We agreed to set our broadband to new plan 950 hoping we will get a better speed. The executive agreed. We had also asked when would the new plan come into effect.
We called up the next evening on 1st March 2013, we were told that the plan is not yet implemented on our connection. .We okayed it and subsequently we had called up the next day and got the answer the plan is not yet implemented and we were asked to phone at 2421200 which we did and we were told that it cannot be done via internet and need to go personally to the Panwadi BSNL office at Bhavnagar to do it.
The next day we felt that it was better to stick to the old plan and not to shift to new plan as advised by many of our friends who were not happy in spite of this Rs 950 scheme asl the speed of BSNL broadband continued to be distressing and appalling. We then decided to be with our old plan and registered on the internet at the website -- http://220.127.116.11/erp/bbplan.php# for a reversion to the old plan. That afternoon ,we got a call from No. 2421200, asking us which plan we wanted. We said which plan was in place for my connection at present and he told us that our plan was at "BBG FN COMBO 600" and promptly we asked him to continue with that plan only and not to shift to the earlier mentioned change that we had requested.
He promised it will be done. Then we wanted to confirm whether that had been done and decided call up No. 2520000 for assistance and we were told that it is still on plan 600 only.
Later on, we wanted to confirm what is happening, as we had started getting a pathetically slow speed in my broadband usage. We felt apparently a new plan has been implemented which prompted to call broadband customer care No. 2424242. They told that the billing dept. has not activated our plan of Rs. 900- (we had asked for plan 950, while the officer who had activated our plan inadvertently effected plan 900 and has activated that plan.Still the executive at phone No 2424242 told us that he would talk to the officer at his phone No. 2421200, and ask him to revert the plan and it was possible to adjust as the billing had not been set to the new plan. Then within 15 min , we get a call from Sardarnagar Echange that our plan now is of Rs. 900/- unlimited which is irreversible.
BSNL seems to be suffering from lack of coordination as my experience above is an indication. Single window system would have tackled all these customer grievances efficiently but the lack of it damages reputation of BSNL and invariably customer pays for it dearly. The state of BSNL’s customer care, the less said the better. The miserable coordination with BSNL’s various offices situated at several places and also between the different customer care executives is truly sending an adverse message to the customer. Even if it was set to new plan, we had demanded for plan 950 giving me more speed, but the officer attending my call at customer care phone No. 2520000 persists to his line of thinking and sets it to 900!
We must focus on the voice of the customer -- we must do what the customers like. The average dissatisfied customer will tell ten to fifteen people about bad service. The average satisfied customer will tell two to three people about exceptional service - Ford Foundation
Truly we are fed up and you will be doing a great blessing to us if you could finally set our plan of Braodband back to "BBG FN COMBO 600". I do feel with the way things are at BSNL end, one needs to be contended with what we have and should not seek any new plans.
Thaning you and hoping to receive your expedious action.
P O Akwada, Ghogha Road
Bhavnagar 364 002
6 March 2013
Complaint marked as Resolved Aug 13, 2020