Sir,
This is with regards to the dismal performance of the massive technological and human resource infrastructure of the BSNL Jammu.
This telecom PSU has the clear advantage of owning the largest network in the region. However, like many other govt. institutions it lacks the will to make the best use of its assets. Despite the largest work force and the widest presence in this region, this department has a very limited subscriber base which is further dwindling with time. However, the PSU seems least worried about it.
A couple of weeks ago, BSNL failed to provide network to the landline phones as well as broadband subscribers in the entire Kachi Chawni region. This old city area has many cyber cafes apart from domestic users who rely upon BSNL for their daily internet usage. For close to 10 days the customers, both commercial and domestic, were without any internet connection. The service was not restored even after booking the complaints against this. People had to personally walk to the Rani Park office to get their complaints addressed. No other service provider does this to their customers in this competitive age.
To add to this is their sheer unprofessional work ethics that allows them to continue to bill the customers for this period when the services were discontinued. When asked, the customers are told to approach their billing office in Ambphalla and by submitting an application ‘beg’ to be not billed for the period the service was not available. The BSNL has the necessary information about the subscribers to whom services were affected, then why does it not come clean and voluntarily waive off the service charges for the affected period of time ? This way they can substantiate their claims to being the only ‘transparent’ service provider around.
Their direct sales agents (DSAs) are required to submit an affidavit before the General Manager to the effect that they will never let their monthly sales to drop below Rs. 10,000. The question that arises here is whether the service provider is prepared to guarantee an uninterrupted and top class service in the first place. A salesman can only sell a service if it is dependable and affordable for the customers. Surely, BSNL is losing its customer base not because of the DSAs, but because of its unreliable services.
It is reasonable for the customers to also extract a similar affidavit from the BSNL stating that the telecom PSU would provide the top notch and uninterrupted services to their customers at the most competitive and transparent costs. And, when the services are disrupted, the customers will automatically be exempted from paying the service charges for the affected period.
How about that, BSNL?
Yours etc…..
Rajeev Nagotra
Kachi Chawni
Jammu
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