I first used the site I dunno... 1.5 or 2 years back. I was pretty surprised with the convenience. After that I didn’t travel by train for a long time. But this year, 2005 I have used this site 4-5 times I think.
The tickets have always come within 2-3 days except this one time where I had to wait for over a week. As it was getting delayed I mailed irctc’s customer service and they gave me a set of contact number for the local office of the courier company that was supposed to deliver my tickets. But I found out the mobile and land line numbers were not in existance any more. So I mailed irctc back. No response. I mailed 2-3 more times. No response. Finally I found a delhi number cust care number of IRCTC which is STD for me. Anyways I called up and they guy was I must say, ’’professional’’ for a PSU. As all call center exec do he promised to call me back with the details. I didn’t trust him :)) I’ve called many call centers in the 25 odd yrs I have lived on this planet and didn’t expect this one a PSU at that to deliver.
But 5 min later this guy called me and said the tickets would be delivered today. And surprise surprise !! Overnite express called the very same day and delivered the tickets. I asked the OVernite express guy ’’why the delay ?’’ He said he is new and has no idea.
:) Nice way to dodge anything the irate customer might be expected to throw at him :) So I just let it go. My tickets were for 2 months later so I didn’t loose anything except the call to Delhi.
Overall I would rate the service as very good and value for money. You do pay irctc extra for the tickets and Banks/Credit card companies charge you transcation charges, but considering the time you save going to a Railway Resrvation desk and the cost of Petrol :))) its a good bargain.
On the Cons: They could improve the search interface for the From and To stations though.