Over the last week i have been suffering for having a broadband relationship with DataOne – BSNL. It has gone to such an extent that i feel i should no more keep quiet and let everybody know about them. So here it goes.
Last week all of a sudden the ADSL LED in my modem stopped glowing, preventing me from getting connected to internet. After my round of checkup i concluded that the problem has to be with the exchance, not in my laptop or modem or phone line. However i waited for two days given the fact that i keep getting one/two days disconnection due to exchange problems every now n then.
Even after two days when there was no repair i thought of filing a complaint. But where is the call center number? Do they have separate call center to address broadband queries? After searching thru the directory and all the documentation i got with the installation pack i didnt get any number, so i decided to call their 1500 number. The personnel happily filed the complaint and suggested for a 24 hrs turn-around time. They also gave me a number which is specifically for handling broadband queries. 😮 Why they dont put it in their directory?
After one day i still had the same problem. So i called up the broadband call center and gave the reference number of my complaint at 1500 number. They said the complaint given at 1500 is not considered for broadband query and hence a new complaint has to be filed. 😦 Ok. please take it. As usual i was told for a 24 hr turn around and a reference number given.
After 2 days i called up again and quoted the reference number. The call center executive said he is forwarding the query again to the technical team and asked me to wait till it is resolved. huh. How long it will go on? Do you want me to keep guessing? How do i know if it is resolved? We cannt help much. The technical team has to solve this issue. And then he bangs the phone on my face when i asked his name. Can you believe this? This is the level of service you get from them.
They do not have any provsion for filing complains in their website(if at all you gather enough courage to tolerate their website, a baby can create a better website i guess!). The call center number takes at least 20 mins to reach the executive. I have no clue now what to do? I will have to miss my office to go to their office and follow it up, which is not viable for me. The call center people bang phone on my face. How will it get resolved?
Internet is such an essential commodity in our daily life now a days. I feel out-of-place without it. I guess there is a need to put more thoughts into this industry and at least come out with some definitive SLAs to benefit the consumer. Anyways, for now I have decided to terminate the relationship as soon as i can.