May 10, 2008 10:57 AM
2088 Views
(Updated May 10, 2008 12:44 PM)
MTNL - Transparency makes us different
MTNL hai to sahi hai
Its apparent by the following correspondence sent by email:
Dt. May 6th 2008
Invoices in excess
I have been receiving invoices in excess since May 2007 and its been almost 1 year that I have been complaining but invoices continue to be in excess. I raised my complaint many times, over phone, in writing and by fax as well but THE OFFICERS OF PUBLIC SECTOR ARE COMMITTED TO FAIL IN THE COMPETITION WITH PRIVATE COMPANIES.Perhaps this is what they get paid for.
Finally I denied payment to my last 4 invoices, unless my complaints are resolved.
Incompetent Customer Care
The executives and senior technical officers are incompetent and lack expertise in maintaining the network as well as resolving the technical problems. I have network test reports to prove that
Internet Connectivity Issues
Most users may not be aware but a technical expert can quickly address the problems and the state of MTNL's network. I noticed intermittent problems in internet connectivity as follows:
The connection is dropped very often which I verified in the router's connection status and Log It may be connected but the server looses connectivity with it's parent gateway Very often, the TCP packets can not find the route which I confirmed by testing the connectivity from the servers in US. On some occassions even the DNS servers were not accessible
Technical support executives are only familiar with the status of 4 LEDs of ADSL modems. When a customer reports a problem, they would ask them to carry out the stupid acts like "Please unplug all the wires, switch of the modem and turn it on again, reboot your PC" etc. Perhaps they do not have any knowledge beyond these childish techniques.
Irresponsible Senior Officers and management
One senior officer(SD-PG Headquarter) who refused to tell his name, responded "Aapko jo bhi baat karni hai, office mein aakar kijiye" .
Am I his peon?
Am I his dog being fed on the bread he throws for me?
Do I owe him something?
Does MTNL provides me the services for free?
Is MTNL doing me any favor by providing services?
I am a customer having complaints for a long period then why am I obliged to make calls to various MTNL executives and officers? Instead they should visit my office for the resolution of my complaints.
The case is being published on various websites and blogs. More detail to be provided very soon.
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Dt. May 9th 2008
Dear Sir / Ma'am,
With reference to our message dt. May 6th 2008, with the same subject,
we appreciate your efforts in the resolution of our complaints.
I received some telephonic calls from MTNL executives and officers
however they seems to be neither having any detail regarding my
complaints nor any resolution plan. In this scenario we do not find the
efforts in the direction of a successful and satisfactory resolution.
I have on many occasions, had sent messages in writing(letters, faxes,
emails etc.) but received any reply in writing from any of the MTNL's
executives or officers. This is never expected from highly experienced
management of a large public sector company.
Hence, I express that I shall never and not at all entertain any
telephonic or verbal communications. A letter, fax, email or complaint
ticket must be replied in the same manners i.e. in writing only. Any
correspondence held in any other ways shall not be considered official.
This should be adapted not only in our case, but for all future
correspondence with MTNL's customers as well. This is also conveyed that
we shall publish entire conversation on our websites and blogs.
Should you have any disagreement with our views, kindly reply at the
earliest.
To be continued.
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Copies of the correspondence were sent to Hindustan Times, High Court, Delhi
