Tata Indicom- VSNL Internet - Very poor service- Bad staff attitude !!
Hi I am from Bangalore. I bought Tata Indicom- VSNL internet -100 hours pack but to my nightmare the Serial number and 16digit pin didn’t work. I got these three phone nos as the customer service helpdesk : 080- 3412787, 3412788 & 3412784 (these numbers were given by Tatanova staff). The incident took place 06-May-2003 11:40 to 12:30 hrs. The phone nos 3412787 and 3412788 are always engaged (it may be busy or the staff there may be keeping their phone down- pure public sector attitude). I tried with 3412784. After 1 minute a staff took the call and said she will get back to me in 5 minutes but I never got a call from her. Then after that as usual the first 2 lines were always engaged. I tried 3412784. After more than a minute somebody took the phone and murmuring something in local language and after 30 seconds said ’’This is vsnl’’ and asked me what do you want. I got irritated and said my serial no and pin can’t work. He told me that I have to contact helpdesk. I said those nos are always engaged. He said they only will sort out the problems.
Then I kept on trying the 2 nos 3412787, 3412788 but they were all engaged. Then I again I dialled 3412784. The same gentleman took the phone and I repeated the problem I faced. Then he asked my name. I told my name. He also asked what did I tell him before. I repeated the words whatever I told him and said he only is the problem because he should know how to deal with the customer. He asked my phone no, Serial no and pin. Then I asked him why I have to give the no when some minutes back he had replied that only customer service at 3412787 will deal with it. He said he deals with leased lines. I replied to him that if he is not connected with the service why I have to risk giving the nos to him. He said he will ’’help’’ in getting my problem sorted out and he said lot of customers come with such problems and has been sorted out.
I am not a novice to internet as I have using since 7 years and very conversant with all these registration formalities. Because of Tata’s association with VSNL only I wanted to opt for the service. I have used Dishnet, Tatanova and HCL infinet. There has not been any problem. I think VSNL under Tata umbrella now has to go a long way to improve the customer service. If VSNL is so overwhelmed by increased calls from customer they should add more customer service lines. How they expect customers to dial days together to clarify doubt ?