I guess customer service has different definition for BSNL. It shall be named customer harassment. Each guy tries to pass the buck by giving a number to call and it means customer issue is resolved to them. They oblige you by picking up the phone for you. I have called on following numbers so far 1500, 20111076, 9449855590, 2845155, 28451999, 2847511, 9448010863, 080-25302121 I have talked to different officials in BSNL. Every time I call if luckily someone picks up. I could guess the response now. People will give another number and drop off without giving any proper response. They even won’t listen to you properly. Single number shall be there and they shall resolve the issue by reaching out the proper person themselves. As a consumer why shall I be running about the people? Suggestion there, outsource your customer service.
Visiting Exchange (not fruitful either):
I had first time visited Indranagar exchange to apply for a connection. My application was reject and was told to get address proof from my employer. I got that in 2 days and visited Whitefield exchange on 21/06/2007. To my wonder they responded they don’t accept company letter as address proof now, No coordination. Reluctantly, they accepted my application after so much insistence.
After that I have visited Brookfield exchange twice getting time off from my private job. Last I visited on 16/07/2008. I was stopped to meet any official as some meeting (I guess some fight) was going on. I was asked to meet a lady. She finally told me it’s not done because of port issue. I had got the same response when I visited the exchange 2 weeks back. I have read on many blogs common excuse of BSNL port, cable or modem issue. What do you expect here customer go and buy a port himself. By the time I tried to turn back to senior official in exchange. They were not in good mood so refuse to meet (I guess Mr. Gondavar). I finally had to give up and come back. I have no interest in going to exchange again and have a humiliating experience there.
BSNL puts a lot of money in doing ad campaigns. Please understand nothing can give you customers more then word of mouth. Now, I understand fully why people don’t suggest BSNL even if BSNL has the best schemes for broadband.
Low Motivation level of BSNL employees:
I have painfully interacted with at least 10-15 officials. One can say immediately they have no motivation for the job.
Finally I got disconnected my phone lost all my hope 080-28543058 on 26/07/2008 and applied for Airtel on 26/07/2008. Person came at my home to get the form filled and to my surprise I got everything setup and running on 27/07/2008 (Sunday). This is called service. Thanks Airtel team, you have contributed a lot to development of India.
TATA's and everybody ot there pls don't do the same mistake as you did taking over VSNL BSNL IS A VIRUS AND IT SHALL BE QUARANTINED.