I took up a subscription to MTNL Delhi’s tri band Broadband service on the rebound after utter disillusionment with Tata Indicom VSNL. I did not have many hopes from a PSU which not too long ago was known for utterly abysmal customer service. But I was pleasantly surprise. The formalities for booking a land line which is a prerequisite for an MTNL Broadband were simple at the Sanchar Haat. As the residential premises are locked in the day time as both I and my wife work , the line man who came to install the phone within days of the application being submitted actually left a slip at my door giving me his phone number so that I could advise him when he should come.
About ten days after the land line was installed, the Junior Engineer called to ask when he should come to install the modem. When he did come, he confessed that his basic experience was with telephones and he only knew the basics of installing the modem and setting it up.
All this was in September 2006. It is now January end of 2007. Five months have now gone by and I have no complaints. There has been little occasion for complaint. The modem works just fine, the phone works just fine, the speed is great; the customer care portal is pretty handy and more importantly is actually manned. On the few occasions, I actually put in a complaint (mostly relating to the phone); I had barely punched the buttons on the web form when I would get a call to enquire what the problem was.
The voices on the other end were gruff and rustic and did not have the slick touch of the Tata Indicom Call centre guys but they were genuinely trying to understand the problem and solve it. Usually, I would get not one or two but some times as many as four or five calls to find out if my fault was rectified to my satisfaction and if they could close the complaint.
Thus far , for the last five to six months , I have had a very pleasant satisfying experience with MTNL’s Triband service and if they keep to these standards, I would without hesitation , recommend the service to any one.