[Resolved]  MTNL Dolphin Mumbai — Network Problems

Respected Sir / Madam,

My issue has been with the Network Service provided by my mobile operator MTNL - DOLPHIN MUMBAI. For your reference, below are some of my mails i had sent to various helpdesks of MTNL Mumbai. But still i have received any response. I had decided i will not pay my anymore outstanding bills but for sake of my honesty & being citizen of this country i decided to pay my bill. So i paid my bill only for month of June by cheque on 30-July-09. The reason i did not pay outstanding bill amount for May month was because i was informed by one of the Customer Service Executive of MTNL & cashier at MTNL's Shimpoli Telephone Exchange that "even if i pay atleast half of the outstanding bill, my outgoing service wouild get started". But still my service is not yet started. To verify about cheque realisation i had called up at my Bank's Phone Banking Services and it was confirmed by Phone Banking Officer that they have still not received any cheque for realisation from MTNL. When i went to MTNL's Shimpoli Telephone Exchange (where i had dropped the cheque), the above mentioned cashier informed me that they would not be aware of about my cheque since there is different department that takes care of collecting the cheques & depositing the same.

On the other hand, even if my above issue gets resolved i don't think my Network issue is going to be resolved. I want to file complaint against MTNL - Mumbai for all the physical & mental stress i have been through for all the years since the time i applied for MTNL connection. I want MTNL Mumbai to compensate me TWICE the amount of the bills that i have paid till date along with interest at 10% & also apologise in writing for providing me bad network service.


Can you help please?



Thanks & Regards

Vaibhav Khambe
Tel :[protected] / [protected]
email: [protected]@crisil.com

----- Forwarded by Vaibhav Khambe/CORPORATE/MUMBAI/CRISIL on 08/05/2009 07:57 PM -----
Vaibhav Khambe
08/01/2009 03:37 AM
To
dolphin_helpdesk <[protected]@mtnl.net.in>, dolphin.[protected]@mtnl.net.in, helpdesk.[protected]@mtnl.net.in
cc
[protected]@mtnl.net.in, [protected]@mtnl.net.in, [protected]@mtnl.net.in, [protected]@mtnl.net.in, [protected]@mtnl.net.in, powai.[protected]@mtnl.net.in, borivli.[protected]@mtnl.net.in, [protected]@mtnl.net.in, [protected]@trai.gov.in
Subject
Re: Network Coverage Problem on [protected]





Respected Sir / Madam,

I am still facing the network issue. I had called up at MTNL helpdesk on 1503 at 7:00am on 30-July-09 and i was informed by one your customer service executive that this case has been closed. I want to ask you why the case was closed when my problem is still not being rectified? I was asked to raise another complaint and was provided with new docket number. This is certainly NOT GOOD CUSTOMER SERVICE for a customer who has been loyal to MTNL by having its connection since past 4 years & paying all heavy usage bills on time. On 31st July 2009, i have again raised a complained (docket number - C[protected]

I had not received my bill for the month of May - 2009 and i directly received the bill for June 2009 along with outstanding amount of May - 2009 in the month of July with due date 31-July-09. And worst thing happening to your loyal customer is that my Outgoing Calls service & SMS service were barred on 30-Jul-09 when the bill states that due date for paying my all outstanding bills was 31-July-09.

Its real shame that MTNL does not value it's customer and has no concern in solving his issues. I can PROVE that MTNL Network received at my residence and at my work place is absolutely weak. My colleagues, friends have to try my number minimum of 5 to 6 times in order call me. Just for TEST at my residence i have tried many times calling on my mobile phone (kept besides my landline) through my MTNL landline and answer that i get to hear through MTNL's automated machine is "The Dolphin Customer you are trying to reach is out of coverage area, please try again later" and this makes situation more worst & frustrating.

MTNL Dolphin does not provide a good network service and this would be proved if you take real 'Customer Satisfaction Survey' of all your MTNL Dolphin Customers. Unless a poor customer does not touch your feet you don't move even an inch. This is major reason why today private companies in India have been able to succeed because they give value to customer by providing them prompt & effective service. With such laid back attitude MTNL would never be able to compete with Telecom Companies like Airtel, Vodafone, Reliance & other telecom players.

MTNL Dolphin has left me with no choice but to approach Honourable Consumer Court, TRAI, DOT.



Thanks & Regards

Vaibhav Khambe
Corporate HR Team,
CRISIL Limited, A Standard & Poor’s Company
Tel :[protected] / [protected]
email: [protected]@crisil.com



dolphin_helpdesk <[protected]@mtnl.net.in>
07/20/2009 04:05 PM
To
Vaibhav Khambe <[protected]@crisil.com>
cc

Subject
Re: Network Coverage Problem on [protected]






Respected Sir,

Thank you for writing to us,

We are extremely sorry for inconvenience caused to you.

As per the information you have given, You are not getting a proper Network Coverage in mentioned area.So we would like to inform you that we have taken a note of your complaint and have forwarded the same to our network department.We ensure you that we will do needful to resolve your problem at the earliest.

In case you need any further assistance, do call or email us, We'll do our best to help you

Thanks & Regards
Dolphin Helpdesk
MTNL Mumbai.
----- Original Message -----
From: Vaibhav Khambe
To: [protected]@mtnl.net.in ; [protected]@mtnl.net.in ; [protected]@mtnl.net.in
Cc: [protected]@mtnl.net.in ; [protected]@mtnl.net.in
Sent: Friday, July 17, 2009 2:11 AM
Subject: Network Coverage Problem on [protected]


Respected Sir,

Its been more than 4 years i have been MTNL Dolphin Customer, but i am sorry to say i have always faced Network Coverage problems. I always face lot of network fluctuation problems at my residence & i do not receive any network coverage at my workplace. I feel MTNL Dolphin Tariff plans are also designed to fool the customers. Whichever plan i chose i end up paying almost the same bill amount like my previous plans. I have been a very heavy usage user & have also paid my bills regularly but till now i have not received any satisfactory service from Dolphin network nor the Customer Service Executives on 1503 & [protected], have ever been able to solve my network issue. Being loyal customer i have never received any additional benefits like special discounts on my bill for being mtnl mumbai dolphin customer for a long time but MTNL Mumbai always expects me to pay my bills on time even though MTNL Mumbai Dolphin has never been able to resovled my network problems.

My current work place is CRISIL LIMITED, Unit 201, A - Wing, Kensingtoz SEZ Bldg, Hiranandani Business Park, Powai. I have lot of network issue at my work place. My network is always fluctuating or at times there is no network coverage on floor premises of my organisation. So i expect MTNL to solve my problem or refund my bill payments that i have made towards MTNL Mumbai Dolphin till date.

I have now decided to approach honourable Consumer Court against MTNL Mumbai for not providing me the network coverage nor customer satisfaction service even after me paying my heavy usage bills regularly. I don't trust MTNL network anymore & i don't think the MTNL officials can resolve my network issue ever.


FYI: The number is registered in name of my father Mr. Bhimrao Khambe



Thanks & Regards

Vaibhav Khambe
Corporate HR Team,
CRISIL Limited, A Standard & Poor’s Company
Tel :[protected] / [protected]
email: [protected]@crisil.com


Economic Damages: All the bills i have paid till date to MTNL Mumbai Dolphin

Claims: I want MTNL Mumbai to compensate me TWICE the amount of the bills that i have paid till date along with interest at 10% & also apologise in writing for providing me bad network service.