Wah!!! What a Customer Service

I want to share my experience with BSNL customer service. Last month I shifted my house to New Thippasandra and had given a letter to transfer my BSNL connection to the new address. The letter was given on 26th of April, 2008. This was given at Indiranagar BSNL office (in 80ft road). Initially they told that the transfer will be done in 3 days. One week passed and still no trace of getting the connection. On 4th May I decided to visit BSNL office and enquire about the status. The person at customer service (in 3rd floor) told that my old connection is yet to be disconnected and right in front of my eyes she was pressing commands to place that order in the system only on 4th May (and that too because I visited. God knows when they would have placed the orders if I hadnt). Then again I visited them couple of days later. This time they told that my old connection is disconnected and now to get a connection at the new address I have to contact the engineer who is dealing with Thippasandra area. I went and met that engineer and told him that I am awaiting for my connection. He noted it down on a piece of paper and told me that it will be done shortly. I also gave him my mobile number to contact and asked him to call me before coming home to give the connection. He noted down my number also in the same paper.

Now the great customer service of BSNL starts. The engineer who took down the orders went on a week long vacation. No one other than him knows that he took down the orders. There is no centralized system to log in customer requests. I visited BSNL again a couple of days later. This time another engineer took down my orders again in a piece of paper but again no follow up. This continued for another week and by that time I had visited BSNL 4 times and each time someone is taking down orders but none is executing. Finally I got fed up and decided to lodge a complaint to Bangalore East Divisional Engineer. I went to his office the next week but the time I went he was not there. So I met up one more officer sitting in the Divisional engineer office's front desk. I explained him my frustration and told him that no one is logging the complaint in a centralized system. He gives great response which is the highlight of their customer service

"NO SIR. THERE IS A CENTRALIZED SYSTEM TO LOG IN. THERE IS A TOLL FREE NUMBER YOU CAN DIAL AND LOGIN YOUR COMPLAINT. THIS NUMBER IS GIVEN IN YOUR TELEPHONE DIRECTORY."

Hearing this I was laughing my guts out. The toll free number can only be dialed if I have a connection. I need not explain beyond this.

(Note: Though I got such a bad response at least this guy was helpful. I explained him the fault in his statement and he immediately called the engineer and ordered him to give the connection. The next day I got it.)