I have a land line connection at home. It is from BSNL, the state owned Telecom giant in India. I am too disgusted with their service and shot of the following email today to all publicly visible BSNL officers. Let us see whether email work in India.
The exact nature of the problem cannot be described in words , so calling customer care is useless. See the pictures below to have a general idea of problems with my BSNL land line. I live in a urban area. If the connection is like this in a city, the situation in villages will be much more pathetic.
BSNL phone line -Open junction box on the pole
Hanging wires coming to my home
BSNL style copper pair joints
How to join two cable - BSNL style
Kerala Circle BSNL
I am an unfortunate customer of BSNL having the land line no. 0471-xxxxxx . This phone has never worked for 3 days at a stretch. The connection coming to my home is hanging on the poles and is within the reach of even small children. Every time a vehicle passes the cable breaks. There is no RJ 11 outlet inside the house. The connection to the instrument is given is the most unprofessional manner.
I have booked umpteen number of complaints . Each time they come and cut the overhanging cable and fixes it . In effect , if I want to make a call I have to go to the neighbour and file a complaint first.
Dejected and disgusted with the kind of service and the personnel dishing out the service, I am surrendering the phone. I know emails wont work in a government company like BSNL, so I am CCying the mail to all addresses that I can find right from your minister to the local exchange. So please excuse me if you have received this mail in mistake.
Also, I am writing an entry in my blog on the status of Consumer Satisfaction in BSNL. Please read it here. I have some interesting pictures too.
Thanking you for the services rendered so far.
Sunil T T
CC to firstname.lastname@example.org, MOCIT@nic.in, email@example.com, firstname.lastname@example.org, email@example.com
Update : 4pm September 10 2009
There seem to be some one who is reading email in BSNL. I got the following e mail one hour back ( I am removing the persons name and phone no.)
show details 1:56 PM (1 hour ago)
Sir This is in acknowledgement to ur detailed mail and blog.Ur grievance has been registered in Circle PG cell vide KRL/CO/2009/14224 and a detailed report is avwaited after redressal.If you dont mistake kindly wait for surrendering ur telephone connection as your grievance has been borught to the notice of all concerned .The inconvenience caused is regretted. and we assure our best services always at our level.Tou can track the status of your grievance on line on website
–http://bsnl.in/pgstatus.htm or www.keralatelecom.co/grievances by feeding the above docket Number and first two letters of your name ie “su” .
Assistant General Manager (PG)
O/o CGMT, BSNL Kerala Circle, Thiruvananthapuram-33
Tel.: 0471-xxxxxxxxx, , [12727 (Toll free)]
Fax : 0471-xxxxxxx, Mobile: xxxxxxxxxx
email : firstname.lastname@example.org
But wait, look at the web links they have forwarded.
This gave me an address not found error. May be our assistant general manager has mistyped it. I also make mistakes. It seems they have know idea about the .in domain
I looked at the other URL and got the following screen.
BSNL Grievence online
Let us see how it turns out.
Update : 11 am 11 Sept. 2009
A line man from BSNL appeared today. He was looking violent. I had warned my wife and children about a possible attack from BSNL personnel.
He pulled down two leaves from my coconut tree . See the picture below. Tried to fix some joints.
Coconut leaves Pulled down by BSNL
Finally , he located the fault to one of the joints that I posted yesterday. The original joint was replaced with the joint give below. This is inside the house. I think , I have to take fire insurance for the house thanks to BSNL.
Oh! I forgot to mention , BSNL it self is providing insurance . See this . How thoughtful they are, expecting this kinds of hazards for the customers.
New generation BSNL wire Joints
He then replaced the original phone with another. Now , the phone is working. But the overhanging wire and the open junction box remains the same. My phone works for now and possibly it will work till this evening .
I used to use dial up internet some time back. I plugged in my lap to the line and tried to access internet . As expected the data rate is some thing like 1bit/sec. The idiots manning the lines have no idea how I use the phone. For them , phone is just for making local calls. No wonder people are massively surrendering land lines. Hail reliance and Tata, at lease their personnel are user friendly.
I am sending the following email to BSNL so that my complaint is not closed prematurely.
They fixed the phone . I have posted some more pictures for your kind reference on my blog. Also, posting them to my twitter account and other activist group emails. I know your men will close the complaint immediately . I have got this kind of fix several times already . I want a permanent solution to the open DP and the wire joints.
Thanking you for the services rendered so far.
Sunil T T
Update: 14th September 2009
I got another email from CMD bsnl as below. This seems to be a routine reply.
We acknowledge receipt of your mail. The same has been forwarded to KERALA
Telecom circle / Telephones for necessary action with intimation to you.
With Kind Regards.
AGM (Cordn. – I)
Update :19 September 2009
Great going with BSNL. A lady claiming to be Sub Divisional engineer visited my home just now. She was accompanied by a few other staff looking sullen. I showed her the entire problem and told her that the cable is patched at several places and that I am unable to access dial up. She advised me to take BSNL broadband . I thanked her and told that enough is enough with BSNL. She was on the verge of argueing with me . I showed her the open junction box (DP) and told her that any kid can pull it out. She said that is none of my b