BEWARE OF TATA-VSNL BROADBAND SERVICES

BEWARE OF TATA-VSNL
BROADBAND SERVICES

 

 

Dear Friends,

 

This is to bring to your kind notice
the apathetic attitude of TATA-VSNL Broadband Services towards their broadband
subscribers at Delhi. On 14^th June 2006, I found that my
internet connection is not working. I tried to lodge a complaint. The following
is an account of my experience;

 

1.  
I called up several times since morning to lodge a complaint at the only
number provided by them. However, every time I had to wait for 15-20 minutes to
get connected to their customer care officer (for lodging any complaint) but
could not speak to customer care officer. While you wait for the customer care
officer while holding the telephone line you have no option but to listen to the
boring stuff which boasts of 
excellent broadband services provided by TATA VSNL. Finally, in the
evening, I got connected to a customer care officer after holding the line for
about 25-30 minutes and he gave me complaint no. 30298. He assured me that the
problem would be fixed within 24 hours. I was informed that the telephone at
which I called up to lodge a complaint was not a toll free number but would be
charged at local rates.

 

2.  I
waited for about 2 days but found that nothing was done to fix the problem. I
called up again on 16.6.2006 at night to enquire about the status of my
complaint. Again I had to hold the line for about 25-30 minutes to speak to a
customer care officer. He could not let me know the status of my complaint but
only stated that the complaint was forwarded to the technical team. He again
assured me that the problem would be fixed within next 24 hours.

 

3.   I
again waited till 19.6.2006 but found that the status quo remained. I again
called up at several times at the only customer care number but could not be
connected to a customer care officer. Finally in the evening (at about 8 p.m.),
I was lucky enough to speak to the customer care officer again after holding the
line for about 25-30 minutes but she had no answer about the status of my
complaint. She just stated that the complaint was forwarded to the technical
team.

 

4.  
Having not satisfied with the answer, I searched for some other number
where I could get answer to my complaint. After searching the net (through dial
up connection) for about 15-20 minutes, I got some numbers of Delhi VSNL
(55501234 and 55501257) as well as Mumbai VSNL (56395153).

 

5.   In
the meanwhile, I lodged complaints via e-mail also (three times) but not
received any response.

 

6.  
The next day I tried calling up Delhi VSNL numbers but found the same out
of order. I called up at the Mumbai number but nobody was picking up the line. I
tried several times at regular intervals and finally someone picked up the phone
who was first annoyed why I did not call up
Delhi number. Somehow I managed to
convince him about my problem. He stated that the only thing he could do is to
provide me the landline number of Mr. R K. Khushu who is the Head/Chairman of
this Department at Delhi. I tried at
the number given (23747319) but nobody picked up the phone. I again called up
the Mumbai number who then  gave me
the mobile number of Mr. Khushu (9212175107). I called up Mr. Khushu at his
mobile number and informed him about my grievance. He stated that he would ask
Mr. Anil Malik who is the head of Customer Care at
Delhi to speak to me. After about 40
minutes, I received a call from Mr. Malik (9212154183) and I informed me about
me grievance. He assured me that he would get the problem fixed by next day.

 

7.  
The next day I found that the problem was not fixed and I tried calling
up Mr. Malik at his mobile number but found that the mobile was out of
reach.

 

8.  
The next day I received a call from TATA VSNL that my problem would be
fixed by the end of day. I also received their e-mail in which I was informed
that the problem would be fixed by the end of the day.

 

9.  
Nothing was done for another 2 days. Having lost my patience, I called up
again to Mr. Khushu on 24. 6.2006 and asked him whether they are competent
enough to deal with the problem. To this he suggested that if I am not satisfied
with the services of TATA-VSNL, I have the option of switching to another
Broadband Service Provider.

 

10. I wasted more than 10 days and finally,
instead of getting solution to my problem, I got this answer from the Delhi Head
/Chairman of TATA-VSNL Broadband Services.

 

Please suggest is it advisable to avail the services from
an organization who behaves in such a consumer unfriendly manner and have such
an apathetic attitude towards its customers.

 

 

Amit Goel

A TATA-VSNL BROADBAND
SUBSCRIBER

A-42, Navkunj Apartments

87, I.P. Extension

Delhi -
110092