For BSES Customer comes Last
The complaint handling and response from BSES Rajdhani is very poor. Residents of 8 flats of DDA MIG Flats, Sector-7, Pocket-2, Dwarka, New Delhi were forced to spend sleepless night on 19th May due to poor service by BSES Rajdhani.
I give below the series of events contributing to the agony of the residents:
19 May
23.20 PM: Power supply of 8 flats (17-A, B, C, D and 18-A, B, C, D) in DDA MIG Flats, Pocket-2, Sector-7, Dwarka went off due to burning of a wire in the distribution box in the staircase
23.34 PM: I lodged a complaint over your automated system at phone no. 39999707. Complaint no. given was 10051907338
23.44 PM: Fully aware that the call centre of BSES is ineeficient, I spoke to BSES Manglapuri centre at 32978550 that handles complaint of my area. The person incharge told me that a lineman would be sent within 1.5 hrs. However no one came.
23.55 PM: I spoke to the Customer Care Represntative on phone no. 39999707 regarding the complaint. He gave me a new complaint no. 19 and assured that the complaint would be attended within 45 min. However, no one came to rectify the fault.
20 May
06.19 AM: I again called up 39999707. The Customer Care Represntative informed me that my complaint has been upgraded to Priority and would be attended within 45 min.
07.14 AM: Since no one attended the complaint, I again called up 39999707 and the customer care represntative had again the same response that my complaint would be attended on a priority. He gave a reminder refernce no. 1652
07.20 AM: I again called up Manglapuri centre at 32978550. The person incharge told me that his shift was getting over and my complain would be handled only by the new shift incharge 09.00 hrs
07.33 AM: I got a call from one Mr. Kapil from phone no. 30651700. He said that he was a verification agent and my complaint would be handled within next 45 min. However, no one came to attend the fault.
09.30 AM: I spoke again to the Manglapuri centre and the new shift incharge promises to send an electrician within one hour
10.30 AM: Till now no line man from BSES has come to attend the fault and 8 flats are without power supply for over 11 hrs. The residents decided to get a private electrician to check and rectify the fault.
Is this the quality of service BSES is supposed to deliver? Why should not the 8 flats be compensated by BSES for deficiency in service? What action will be taken against BSES Rajdhani for such poor service delivery?
Thank you.
Ravindra Singh
17-C, DDA MIG Flats
Pocket-2, Sector-7, Dwarka, New Delhi-110075
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