I write this letter after 45 days of frustration which have finally resulted in me giving up any hope of a complaint being resolved by the MTNL office. My landline number is 25094002
On the 9th of May I made my first and biggest mistake. I booked a wi-fi modem on the customer care helpline (1500). The customer care executive took my request gracefully and gave me a request no and also informed me that that the modem will be replaced within 7 days. I thought " Wow " -seven days and I’ll have a wifi modem with me. Pretty excited i was after making the request only to be that much more disappointed later.
A week had passed but it was a Saturday, so i decided to wait till Monday (18th, June). Then i again called up 1500 to check why my modem had not been replaced and the customer care executive told me that i should contact the higher officials to check my request status. And this is where it all begins.
I called up 197 to find out the local sanchar haat number. The numbers I got were 25089333 and 25084200. Also i had another two numbers 25089558 and 25073534. So I began calling. After about 15 min of calling in which either the phone numbers were engaged or there was no answer I finally got through one number and the official who picked up the phone told me to contact at the other number (on which no one answered later on). After about an hours try i gave up.
I then waited another day before I called up mtnl customer care once again. This time i was told to find my request number from the sanchaar haat and then follow up from there. So i called up sanchaar haat again. This time I got through in less than half an hour and was informed that my order had been received and that my order number was 4940. On askin the estimate time of modem installation i was told that their job was to order and not to install and before i could say anything else the kept the phone down.
The following week i kept registering complaints at 1500 and 1504 but no one came to check. On the 25th June I decided to change my broadband plan from trib199 to an unlimited trib599C plan for the coming month (JULY). So i called up 1500 again and when i placed the request i was told that a previous request for modem change had not been serviced so no more requests can be taken. I was informed that the system that mtnl uses to book request can not handle plan change request if there already exists a modem change request. I was told that i had just 5 more days to get my modem request cleared or else my plan would not be changed the following month. So i got even more frustrated. First of all it was MTNL's mistake that the modem was not installed in the first place and I was made to suffer for their mistake by not being able to change my broadband plan. Kudoos to mtnl for developing such a system.
I then sent a mail regarding the same to [email protected] and [email protected]. However i received no reply. The i again called up sanchaar haat and i was this time given a new number of Mr Ramesh (20002800) and was told that he was the person in charge of modem and broadband complaints. I tried contacting him but he wouldn't answer.
Then I found out from directory enquiry (197) the contact number of area manager dwarka, Mr Aggarwal (9868137678) but no response from this number as well.
The month had passed and my plan had not been changed nor had my modem request been serviced. On the 2nd of June I fianlly was able to contact Mr Ramesh (20002800) and was told that the modem will be installed within 2 days. But were my expectations too high?? yes. A week had passed and my modem was not replaced and i was unable to change my plan even for the month of JULY. Every time i tried to contact Mr ramesh he wouldn't pick up his phone or would cancel my call. Cancelling customer calls and not answering the phone be it any time of the day and i never got a call back.
So finally i contacted DGM BB (at 9868130707). At first there was no answer so i left the complaint with his PA and sent an SMS at his mobile number. But sir was courteous enough to call back (something that none of his junior officers had done). On hearing me out and taking my order number and my phone number, he said that the matter even though not directly in his hands would be resolved in a couple of days. Was i to breathe a sigh of relief? Probably because after a month i had finally some response from MTNL. The very next day i called up Mr Aggarwal (Area Manger at 9868137678) and surprisingly enough my call was answered. I told him my complaint and also informed him that Mr. ramesh has not been answering my phone. He told me that Mr Ramesh was working under him and that the modem would be installed in another 2 days.
Today, It has been 8 days since that day and my modem request has not been serviced. Another month is coming to an end. When I called mr aggarwal today he gave me a new number 20595217 of Mr Ghosh. On contacting Mr Ghosh I was redirected to Mr Ramesh. When i asked him the date when my modem would be installed he said it would take another 15 days since mtnl has no modems right now. Running a broadband service with no modems... This is MTNL.
I finally asked him to cancel my request hoping that if it gets cancelled in time i would at least be able to switch plan for the next month. For now I will wait and see how long it takes for them to cancel the request.
Ramandeep Singh
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