Review of my #BSNL experience. Don’t get disappointed by few unskilled employees and miss the best!

Many would say I bet, that BSNL is crappy with stupid customer care, frequent disconnections and a very dissatisfied you at the end. I vouch otherwise. pl read on.

To tell you frankly, I keep having my share of problems with Bharat Sanchar Nigam Limited (BSNL) which often drives me cranky.  But then, I started seeing a definite commitment that really cares for the consumer, a lesser (least!) amount of commercialism than its competitors, a superb infrastructure in the hands of a few dumb people who only do not know the right ways to monetize and a bunch of dedicated officers/employees who are thriving out there to save the organization & improve upon its virtues.

Be Indian - Buy Indian (as much as you can, at least)

Be Indian – Buy Indian (as much as you can, at least)

And here is what I have observed/undergone so far in the last 2+ years:

crappy customer-care:

o yes.  They almost never pick calls outside office hours. And the one you speak (by luck) would probably be not very good at spoken English to impress you.  Not to discuss the number of numbers you keep pressing on phone and listening to a completely unwanted but some very important feature/service they direly wish to announce to the world.  All this happened to me and keep happening still.

But, if you can spare a few mins/hours to actually go and talk to some officer responsible, you would see the definite commitment i was talking about.  They know they are bogged down by a humongous percentage of unskilled employees… and they are fighting it out.  And you will almost never be leaving with your problem unsolved.  But don’t shout at the first point contact persons as they can’t help much and be little patient to talk to the concerned next level officer. This all is and will be improving for sure.

frequent disconnections:

I don’t know. It never happened to me except on a fateful, drenching day but then the service was restored very quickly.  And here I would like to share a very interesting thing.  I wanted to buy a 3G datacard., went there, paid an year’s amount in advance, got a demo and came back home. Bang! it was not working at all at home. There is enough signal in my area but not within my home 😦  I reported this and as you would expect from a highly professional company, an engineer somewhere in the rank of a Senior Tech Officer (or something) turned up along with 2 sub-ordinates, with a big car and an antenna..  They explained to me why it is not working as my home is very much in the middle of some high rise buildings.  They also figured out that the tri-band modem works fine at that place instead of a mono-band one… Called back the sales point and updated them and you know what happened finally? My money was returned promptly as there is no stock of such a model.

I liked the way they handled the case and the outcome 🙂

no-response to your problem:

I agree and keep reading about this very often.  When I found the web site not letting me login to pay my landline bills online, I masochistically started dialling their customer care (1500, 1504, 9448024365, 18004241600) and got no response. But I got the next officer on a working day who alerted the concerned and the site is up and running in minutes.  The chain of events is time consuming and may not look professional, but that is where and only where they have to improve.  And if you ask me to whom I would give a chance to improve, I would say BSNL. 🙂 why? read the last box 🙂

varying speeds:

yes. This is bit of a problem but more or less, I was a happy customer of ‘BB Home combo UL 750’ plan (unlimited, 512 kbps) for the last 2 years and just now wrote to upgrade myself to ‘ULD 900’ plan (unlimitted, 4Mbps upto 8GB, afterwards 256kbps, 400 MCU free calls). I believe in them and their infrastructure. And I don’t want to get disappointed by a bunch of unskilled workers or a crappy call centre.  Just today, I found my speeds very low, called up the guy who installed my connection. He was at my home in 15 mins. Called up another officer and the problem was being looked into now.  My requirements was asked and ULD 900 was suggested and i quickly wrote a letter and handed it over to him to change the plan.

So what did i like most in this? service at my doorstep. quick problem solving approach. and a suiting suggestion.  So, you might have had a different or bad experience in all this, but what I want to ask you is whether you have tried a little bit further to get to the right person or not.

In the end, don’t get surprised that I am writing so much about them. Just wanna spread my share of feedback (they need it most). And if I can impress upon all this by saying that I was using Airtel for 2 years and and then vodafone for another 2 years and finally found BSNL to be the best among them, then it may make a difference to you the next time you try to figure out who is the best.

thanks BSNL. I am a happy customer. You can count on me.

Categories: suggestions, urban | Tags: , , | Leave a comment

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