BSNL at its best

On being posted to Nagpur from Delhi, I decided to opt for a broadband connection and landline connection of BSNL. I deposited the required fees at the CTO on 11 Jul 08. I also made a down payment for outright purchase of a Modem. I was told at the outset that I should only check after 10-15 days for the phone! I was also told that the phone would be installed first, thereafter the process would be set in motion for the broadband (BB) connection. The instrument was installed at my residence on 24 Jul 08 (Thu). I was told that on their intimating the exchange of placing of the instrument at my residence, the phone would be 'activated'. I waited patiently for the phone to be activated. However, nothing happened on Friday or on the entire weekend. I visited the exchange on 28 Jul 08 (Mon) and pleaded for my phone to be activated. I was assured that it would be done the same day and by sundown on 28th, the phone was activated. The good part started thereafter. I could hardly hear anything on the telephone. I tried to complain on the designated number (198) and was told that my number did not exist. This non-existence of my number in the BSNL records still continues!!!! The phone was finally repaired on 08 Aug 08. I then started checking for the BB connection on the telephone. I was told that I was a very impatient man and that all these processes took time. I made a visit to the official concerned. He made it very clear that he would check on the same , as and when he had the time and that the modem could be installed in the next couple of days, if the order for the same had been placed on him for the same. It is worth mentioning that the installation and activation of the Modem, thankfully, is not done by a BSNL employee and is outsourced. So the concerned official had to only make the necessary order and the 'boys' would do the rest. In any case, I'd paid all the dues in advance almost a month ago. The Modem finally reached my residence on 09 Aug 08 and I was extremely surprised to receive a call from the exchange on SUNDAY (10 Aug 08) intimating me my password and login id. The connection was through, exactly one month after I'd made a request and deposited all the money payable.

I happened to read that BSNL is losing their landline customers and that revenues on this account are dropping. It is no surprise that this is happening, considering the treatment they mete out to the bravehearts who decide to avail of their services. Instead of spending money on Preity Zinta, they should use the same to sensitise their employees on the need to deal promptly and courteously with their customers.