The Revolutioners

Visit to MTNL Sanchaar Haat – A Must Read

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Its been more than 3 weeks now that I visited MTNL Sanchaar Haat after a very long time. Usually I don’t go there as I pay my bills online. The reason I had to go there was that I moved house and wanted to request to move my Broadband connection to my new house. I was there twice and I would like to share some thoughts and experience with you all.

My first visit was quite short and simple. I took a form from the information counter and submitted it to the department who takes care of all the broadband movements. I was told that I would get my phone installed at my new house in 3-4 days. I remember it was Monday when I requested for the movement. Nothing happened for the next 5 days and I kept following up with them over the phone. The reason I was given for not being able to install the landline phone was that they did not have the wire. Even after 2-3 follow ups I got the same response over the phone.

I was really frustrated and I decided to pay a visit to MTNL. It was my second visit. It was Saturday and by the time I reached, the employees were about to go for lunch. I spoke to the guy whom I had spoken to earlier over the phone. He told me the same thing that they did not have the wire and I believed this guy. Well, I’ll tell you why, I had some problems initially with my Wi-Fi router so I went to the Area Manager to complaint about it. He told me that they did not even have the equipment for new connections how can they give replacements. So I know these linemen would not lie. This guy voluntarily asked me to go to the General Manager and complain about the same. I guess he wanted the issue of not being able to serve the customers due to non availability of equipments reported directly by the customer. I also felt the need to go to the General Manager. It was lunch time now and I had to wait for an hour. I decided to wait for the lunch to get over. All the employees had already gone for lunch except one guy who was still processing bill payments. I was amazed to see the punctuality of the government employees. BTW their lunch timing is between 1.30 PM to 2.30 PM.

While I was waiting I noticed some things which really shocked me and broke my heart. At the very same moment I had decided to write this post. It’s just that I was not getting time to write.

Ready!  Here we go!

• As soon as I entered the Building there were public restrooms and I could smell them stinking even from 20 meters.
• There was a water cooler but It was not working.
• There were around 40 Air conditioners in that hall but only 2 air conditioners were working. And those which were working had MTNL employees sleeping in front of them in their lunch time.
• In the hall around 30% of the people were sleeping on the chair and they all were MTNL employees.
• There were public displays of new products which had products displayed from ancient time. I wonder if the information on those displays has ever been changed from the time they were installed.
  The place was so dirty, people had spat here and there on the floor and walls.
• I somehow kinda started enjoying my wait. I went to the first floor to check if there was anyone sitting. And you won’t believe there was not even a single person sitting on the seat. It looked like I have come to an abandoned building. I peeked into some cabins but there was no one.
• Then I noticed something. A group of around 3-4 ladies were sleeping on the floor and tables during the lunch. I was so surprised to see that.
  I could have picked anything from there and no one would have asked me anything because no one was there.
• There were so many things, I have even forgotten half of them. Broken Window glasses, Out of order PCO etc.

Wait was over now. I headed to the General Manager’s cabin. I explained my situation to them. He made 2-3 calls. He also called the same guy who had sent me to him. Lineman told him the same thing. After 5 minutes I realized that he was no General Manager because there was another cabin where it was written General Manager on the door outside. Then I came to know that this guy was just an assistant to  the General Manager. I was also wondering how a General Manager of MTNL could sit in an open room where 3-4 people were also sitting. Anyways, he was helpless as well. He discussed the matter with his colleagues and asked me to meet the Area Manager.

I went to him and told him that I would have to get my broadband connection disconnected if MTNL does not have wire to install landline. Seriously why do I pay for the services when I do not get to use it. He wrote down my number and assured me that he would take care of it.

2 weeks passed. Nothing happened. Still no wires.
3 weeks passed. And I kept following up with the lineman almost every alternate day. Finally last week I got my phone installed and working.

But now, no broadband

Now I had to accomplish another mission of getting the broadband working. After so many calls with customer care and the lineman, I have finally been able to get my broadband connection up and running today.

I am not criticizing the services of MTNL here. Their services are superb, but only till the time its working. I have this connection for the last 2 years now and I did not face any major issues with it.

All I wanted to share with you all was that I think We can do good. We have good hardworking people in Indian Government offices as well. Its just that they have to come out of their comfort zone of being a government employee and start justifying their salaries.

BTW this was all about MTNL Rohini Sector 1

I am sure you would have had same kind of experience with some Government Offices. Do share it via comment.

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Tags: Customer Care, Indian Government, Indian Politics, indian technology