Dear Sir
This is to draw your attention towards non-cooperative and misguiding attitude of the staff deployed at telephone exchange, sector 20, Panchkula. Usually two ladies sit at the service counter. These ladies try to avoid as many customers as possible. They usually divert every customer to sector 5 telephone exchange under the pretext that the particular service the customer is asking for, is not in their domain.
Moreover, they often misguide the customers regarding the schemes and charges. If any application is submitted to them, they misinterpret it and feed wrong data in the computer, causing a lot of harassment to the customers.
I intended to purchase an EVDO card. Firstly these ladies kept refusing me to provide details. They gave me a number of some AO for enquiry. That fellow never lifted the telephone. When somehow I requested them to provide details, the gave some old literature from where I got the information of BSNL website. It logged on the web site to get some information and went again to the exchange. Whatever data these ladies provided, was contradictory to the web site data. I showed them the website over my laptop. Then they agreed to the data.
When I requested them to provide me form to get the EVDO card, they said that forms are finished. I had to approach sector 5 telephone exchange to get forms. I filled up the forms and went to sector 5 telephone exchange to deposit them. They diverted me to sector 20 telephone exchange, saying that my area falls under sector 20 exchange. When I approached sector 20 exchange, the ladies told me to come towards end of the month, saying that the EVDO service starts only at start of the month.
Left with no choice, I re-approached them towards end of the month. They took my application and asked for an amount of around Rs 4000/-. I told them that I require the EVDO card on rent and it has been mentioned in the application. The ladies told me that the card in not available on rent and it has to be purchased. I again went back to my place and got my laptop to show them the website, which cited that the card is available on rent.
At this moment, the ladies tired to divert me sector 5 telephone exchange. When I argued, they asked me to purchase the card from one of their private dealers in sector 16, Panchkula. When I approached this dealer, he told me that he does not deal with EVDO cards and the same are available in telephone exchanges. I went to sector 5 telephone exchange. There I was told that they have recently dispatched a lot of new cards to sector 21 telephone exchange and I would surely get one from there.
I went back to sector 20 telephone exchange. The ladies started shouting at me asking that why I keep on coming back to them. I requested them and told them what people at sector 5 telephone exchange told me. Then they said they they have the cards, but they have been instructed not to sell cards on rent. So they cannot give the card on rent.
I was totally frustrated at this moment. I reverted back to sector 5 telephone exchange and met someone in the commercial office. I narrated all my woes to a lady in that office. She told me that she would help me getting the card from this exchange and guided me to another lady. That lady was furious to see me again. She asked me why I was back when I was told to obtain the card from sector 20. She took me to commercial office and started complaining to her officer that all Dicks and Harries come to her and bother her and all other people at other exchanges are useless, thus converting me to a mere beggar. I somehow kept my cool and requested them to issue me a card somehow.
After all such harassment, I finally got my EVDO card. I was given a number to call for a person for installation. That fellow never turned up for several days. Finally I took help from the various websites and installed my card myself.
After one month, I got the first bill. In the bill, activation charges of Rs. 500/- were charged from me. I paid Rs. 1552/- at the time of getting the card, which included activation charges. I went to sector 20 telephone exchange today to clarify this. At this moment, these ladies started making fun of me saying that I again had to come back to them. The flatly refused to help me saying that only people from sector 5 telephone exchange can help me. They also warned me that if I entered the telephone exchange again, they would get me thrown out by their security guard, which fortunately was never seen on the telephone exchange during my several previous visits.
My submission is that you take disciplinary action against your erring staff. I might not be the only one who suffers in the hands of these people. But most of the persons avoid making complaints. Treat this complaint on the behalf of all those people who daily suffer due to such type of staff members at BSNL.
Regards.
Vineet Aggarwal
98150 48785
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