Location/place: Delhi
Name of company/service: MTNL Broadband Services
This review is for MTNL Idgah Exchange , where i visited to get my Phone services disconnected as they were not up to the mark for past 4 months. Despite numerous reminders, when i got nowhere, i decided enough was enough.
I took with me all the MTNL equipment and a handwritten application for service disconnection request. I reached MTNL Idgah on 12-07-2013 at 10:00 am and the Sanchar Haat hall was empty, i was asked to go to Desk 5, where a long list of must-do’s awaited me for disconnection rules. I was given an application form and told to bring the registration slip issued 3 years back at the time of taking services, a pan card for signature verification and come between 3 and 5.
Its not that i see them working. They are sitting doing nothing.With no choice, i left MTNL for my office and got an Affidavit made for loss of registration slip for Rs, 100/-. I got my PAN card copy and took an early leave from office to reach MTNL Idhag at 3:20pm. After showing the documents at Sancaar haat desk 5 , i was issued a pass from next desk for Room 302 in the adjacent building where the process was to start.
At 302 i was told to get documents signed from someone at Room 101. I waited patiently as i observed a slower than dead MTNL officer in 101 who was attending to someone who came ahead of me. It took him 10 mins to punch on his computer 2 phone numbers. By the time it was my turn, he opened his tiffin for lunch. It was 3:35pm! When i asked him for signatures, he was quite rude and told me that it was not his area and sent me to find someone in room 110. From there i went to 112, where the Divisional officer told me to go to 301 to get signatures, as without those, he won’t sign.
At 301, i met a decent chap, and i told him that i was totally frustrated with running around, so instead of making me run, he should sign and help me. He could sense my discomfort and signed, and asked me to attach the latest bill – payed copy, as otherwise it won’t be processed. I went again to sanchaar haat for latest bill, only to be told that cash counter is closed! It was 4:00pm! The only window open was for cheques- and i thanked my luck that i had my checkbook with me. I made the cheque and submitted it.
Sweating and huffing, i went back to 112, only to be told by the Divisional Officer that he can’t accept my application as it states- services not up to the mark! Mr. Divisional Officer told me to take another form and write anything except that, else he won’t sign it. He was sitting with 2 fellow gossipers and told me that getting the phone working was his job and he will get it working. I told him, i was through with his services and do not want MTNL anymore. He told me he can do nothing in that case. I told him that if he does not sign on my application – as its my valid right to choose as a customer – i will escalate the matter to higher authorities, to which he said – “go ahead”.
This DO – told his gossipers in front of me that SDM, was particular about customer reasons for disconnect and this form was not appropriate to be sent to his office! This Government Official was just worried about his hind. Delivering services was not his concern. So long till the seniors did not get to know, was all on his mind. He next called the gentleman who had last signed my application and told him rudely that he should have read my application before signing and he should now be charge sheeted for this action. It happened in front of me.
Never before i had seen such nautanki at such close range. I wanted to give him a punch on his face. Instead, I gave him a few verbal slaps. He was so gutless that he refused to give me his name of allow him to take his pic. Later i got to know that the person is on leave and currently person occupying his chair is Mr…….. ! MTNL sure knows how to find professionals for its high posts! They have the guts to refuse a customer if he is unhappy with services and chooses to disconnect?? What is this ?? British Era? This Divisional Officer seemed straight out of the ZOO!
Angry and Frustrated, i came back to sanchar haat, where i was told to visit Room 202 where there is an IAS officer, young and efficient and it was the only place where work gets done. By this time i was totally worn. my 4th time back inside and 6 time going up and down made me realize a fact – This country is Hell. Its not just politicians, the administration is also pathetic. Such inefficient people gobbling up public money as salaries for doing nothing. All the rules for customers, none for them!
At 202, it was a different environment. Clean office for a change. I sat down and told the officer’s PAs all the issue, who called Mr……..and sent a peon with my papers and got them signed in 2 minutes. Mr. Divisional Officer had added comments that he had tried his best to “Convince” me but i did not relent! Thanking them, i next went to 302 from where i had started and got a hand written note for store in-charge, for return of equipment.
To basement i went worried that its almost 5 and who works here this long, submitted the equipment and met 4 very humble and genuine MTNL workers, who listened to my ordeal and offered me some tea. I forgot all the issues and thanked them for being so humane. In course of discussion they told me quite frankly that it was officers like …….responsible for MTNL being in the state it is today. I was now given a serial number for return of equipment.
Again back at Sanchar Hat counter 5, i showed the documents and serial number of equipment return and got my account updated by the MTNL officer in charge. It was 5 pm and i could see just 2 people on the counters. No wonder we are where we are. My experience with MTNL was nothing short of sheer harassment. I have never seen such shoddy management and such callous working. While people like us work hard to earn, laggards like Mr……….run down the whole organization like a cattle farm.
Without mincing my words, i say such MTNL officers should be fired. They earn their pay because of US customers which they fail to support in any way. It was an ordeal to get my connection terminated. If you are planning to get an MTNL connection, i humbly request you to think again before you do.
Here’s my rating for MTNL Idgah Exchange Delhi – POOR!
Services – Not up to the mark
Complaints – Will take days to resolve
Behavior – Don’t ask
Process – Pathetic and Slow
Customer Service – Don’t Expect any
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