Thread: Addressing Grievances - How does BSNL people respond?

Instead of a poll, this thread is initiated inorder to know about
-- the nature of comments by the BSNL people
-- their immediate response to the problem you posed

Kindly post if they are for instance
-- indifferent to your query
-- lacking patience in listening to your problem
-- providing incomplete information
-- absolutely unaware of the stuff you asked
-- is it only a consoling suggestion ?
-- passing you round the tables of different employees etc


The above mentioned is not an exhaustive list, I hope I am able to give the basic idea.

Please guys do post the people who really helped you sincerely and patiently, let us be thankful to them.

Name may or may not be posted , its as per your discretion, but please post their designation, it well sheds some light about their true nature when it comes to dealing with work.

Incase you took the help of some relative or acquaintance of yours to help, how was their response to you?

I shall start off,
I have made several queries to the automated grievance IVRS.
Problem
Less speed for atleast the past 4 months, unable to identify the problem accurately, its only a novice' attempt to know what it is i.e. myself, swapping modems, checking their characteristics etc.

Merits
-- The response time was only 24hrs and quite infrequently 48hrs after the query is made
-- Line man was a bit patient. He comes and makes the wire pair new by abrading the oxidation over them every time at the basement.

Demerits
-- As mentioned by him, he says a wire pair needs to be exchanged inorder to have stable connection i.e. link light to glow. Said that it takes around 2 hrs. Never done.
-- No, the problem is not solved, as he says that, equipment should be brought to measure the line parameters and then change the wire, nothing as such done.

Rarely contacted the higher authorities, nothing really much to say.

Regarding the customer service, here are some general remarks

-- good at giving hints and number of people who needs to be contacted
-- not very knowledgeable about query which they are supposed to answer
-- a vacuous general reply is all what I got when I asked about Type-1 modem.
-- not so patient ( lady )

This thread is about experience of personal interaction with BSNL CC/staff etc.

Kindly post if they are for instance
-- indifferent to your query
-- lacking patience in listening to your problem
-- providing incomplete information
-- absolutely unaware of the stuff you asked
-- is it only a consoling suggestion ?
-- passing you round the tables of different employees etc......

Para two;
Not for user related complaints.
Bharat Sanchar Nigam Ltd
.