Mahanagar Telephone Nigam [MTNL] — Instrument replace and rude behavior of officials

Address:

MTNL Office, Vile Parle East

[protected]. I am using MTNL Landline. My telephone number is 26133292. The telephone instrument was provided by MTNL when I took the connection. Since some days, the telephone instrument is turning ON in speaker mode on its own randomly at any time of Day/Night, also there was very high disturbance in the line. I registered a complaint on MTNL website. First, an official from MTNL called me on the landline, and then asked me what the problem was. I was telling him the problem, and in the middle of the conversation, the phone got disconnected on its own and then I never got a call back. And when I saw the complaint status on the MTNL portal, it was closed, but the problem was still unresolved. Then, I again registered another complain in MTNL website, regarding the same issue. I got a call back once again, and this time I tried to narrate my problem as fast as possible, fearing the phone getting disconnected. The officials came at my place, checked the line and the socket. The line was completely fine. The problem was with the instrument. They told me to go to the Telephone Exchange office personally with the telephone instrument, and get it replaced. I took the telephone and went to Vile Parle East Telephone exchange (MTNL Office). A person named Salunkhe talked with me. He told me that no new telephone instrument were available at that moment. I told him that the telephone instrument is MTNLs property, and if it gets any fault on its own, it is company's responsibility to replace it, as we have already paid an amount for the instrument. Then he went on to talk with his senior, and his senior, Mr. Dinesh, told me to wait, he made me wait for 45 mins. Then I again went to him for any updates. He is then telling me that the instrument won't be able to replace. And all this, after spending 15 mins with Mr. Salunkhe, and 45mins waiting for Mr. Dinesh. Then another official, whose office is on the 2nd floor, I went to meet him on Mr. Dinesh's reference. He came down and talked with Mr. Dinesh about the problem. Still, his answer was the same. The only solution that they were ready to give, was to replace my Telephone instrument, with another Old and Used telephone instrument. Firstly, If I am paying for a service, why should I get a second hand product? Also, Amid rising COVID-19 cases, what if that used Telephone instrument was previously used by some COVID positive patient? I told them, that in worst case, I would accept the used instrument on 2 conditions, 1st that the instrument should be fully sanitized inside out. 2nd that, if my senior citizen parents get infected with COVID-19 due to the infection on the instrument, then MTNL is responsible, and give me in writing on a paper. I was for once ready for used instrument because, Landline is a very useful device for me. I have to contact various people for different purposes. And moreover, I am paying for this service. As the discussion went ahead in the Telephone exchange office, the officials started raising their voices, and started shouting at me. They insulted me in a very bad manner, and shouted in a very cheap tone. As if they are shooing away some stray dog. And they were officials of high post. I have attached a video of this incident. Please find me a resolution for this issue, as soon as possible, and required actions on the officials, for insulting, dishonoring, and creating a ruckus, with a customer, who is considered a king.