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BSNL becomes customer savvy

We’ve been having lots of problems lately with our BSNL lines, especially with regards to the STD/ISD calling facility. Each time we’ve called the Aundh exchange to get this fixed, there has been a merry go-round, with the officials at the exchange and the linemen leading us up the garden path, each one suggesting we speak to the other to get the problem resolved.

Finally, we decided enough was enough, and decided to surrender three of our BSNL lines, retaining a few others as several people know those numbers. Little did I know what was in store.

Upon receipt of our application for surrender of lines, the official at Savarkar Bhavan called me and wanted to know why we wished to do so, and if there was any way we would re-think on the issue. I told him that was no longer possible and he should have called earlier, when we were facing all these problems. He promptly apologised, admitted there were deficiencies in their quality of service, and even said he would escalate the issue to the DGM level to ensure the errant officials were hauled up.

He also offered to give his mobile number with a promise that we would not have any cause for complaints in the future, and if we did, we only had to call him to have the problem speedily resolved.

Do you think I was surprised ?? Well, you bet I was !!! And how.. the eyes popping out their sockets type 🙂

To actually have someone from BSNL call, apologise, get feedback, and offer to help in the future was way beyond my wildest imagination !!

This is probably the mother of all makeovers !! 🙂

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