Having decided to settle down at my native place after retirement, I though of having a permanent telephone cum broadband connection at the house. When I was browsing through the site of BSNL (One of the navratna PSUs) I came across a link saying that now BSNL comes to your doorstep. All you were asked to do was to give the address of the location for new connection and give the contact number, which I did dutifully.I promptly received an SMS on my mobile giving the lead number generated and advising the name of a person who would be contacting me in this regard. Happy at the speed at which I got the response, I shifted to the new place and started waiting for the BSNL man. (Waiting for godot?). When I did not get any further response for another two weeks, I called the person on his mobile number given and I was told that he was yet to be relieved for the job and he would call me once he was relieved! As this reply gave me some indication of things to come I went to the local telephone exchange and told my requirement. They asked me to visit the commercial office(about 6 KM away) and register the application. Once I reached this office, I was asked to fill up the required form and pay the registration fee of Rs 500/-. They immediately contacted the exchange concerned and allocated the telephone umber also to me.. Surprise again!!!! But what will I do with a number without the actual connection coming to me? After two more visits to the exchange, I though enough was enough and lodged a complaint at the email address given in the site (pgcellkerala@bsnl.co.in) which remains to be replied to even now!!!(even after three months). I also talked to the SDE concerned who promised to do the needful once the ongoing fault repair work was over. Finally a lineman/ technician arrived and did some "ground " work (he literally dug the ground nearby and connected the cable pair available in the nearby junction box) and left saying that he would report to the commercial office for getting further orders. Subsequently I was told by the SDE that as they were not having stock of drop wire, the actual connection would be delayed. Finally the drop wire also arrived and I was asked to provide the telephone instrument and WiFi modem for connecting the same!!!! All these exercises took about three months before I actually could start using my land line phone and the broad band connection. My all expectations about a faster service from the BSNL (the reincarnation of the old P&T Department) were belied and it was proved that the department/organisation still worked with the good old mindset, in spite of the competition in the market and changed scenario. May be the people concerned are thinking that in spite of the competition from the private players (which is only in metro and urban areas) they could get away with such attitude in the rural and semi urban areas as the customer does not have any other option.
And my email to the grievance cell still remains unanswered!!!
And my email to the grievance cell still remains unanswered!!!
