Those of you who read my blogs consistently (no that's not an oxymoron) will remember the blog I had done about my customer service experiences and how I managed to get my way (https://vikasmehta64.blogspot.in). I had given three personal experience of mine as examples and how after I got the senior management involved, my issues were resolved. Some of you had then commented that some organisations exist who do not care about customer service and the rot starts at the top. I was not sure of these comments as I refused to believe that any CEO or MD or Chairman worth his salt will ignore customer service.

I think I have discovered one such organisation. And this time I will name it. It is a public sector company which enjoys government patronage in one of the foremost sectors of today- Telecommunication. Yes, I am talking about BSNL.

This organisation has a lot going for it. It has some great systems, technology and offers very competitive landline, cellular, broadband and a host of communication services. It has spread its wings in the interior, low revenue regions of the country and I have been to enough remote places in India where the only network available, cellular or broadband was BSNL's.

Yet the organisation is a classic case of being let down by it's people. Don't get me wrong there are enough good people working there. How else would you explain their efficient systems and technology. But the biggest issue they face is the mindset. The employees think that they owe their allegiance to the government and not the customer. They know that they cannot be sacked easily. They know that it is a job of a lifetime. So they do not care much about the customer who actually is way down on their priority list.

I know I am drawing a large canvass and painting all in the same colour by saying that BSNL is the classic example of a public sector company. But all the points I mentioned above hold good for all public sector companies. The reality is that the majority of rotten apples spoil the name and effort of a few good ones in such companies.

Don't agree with me? Then read on and judge for yourself.

I saw a small board in the garden of my building complex saying that BSNL has arranged to give landline, cellular and broadband connection to all residents of the building complex, without anyone visiting their offices. One just had to SMS on a number which service was required. It was signed by the BSNL GM.

Since I have no landline and a patchy broadband service and the fact that BSNL bills are considered proof of residence (https://vikasmehta97.blogspot.in), I immediately sent a SMS on the number. And I was delighted when within minutes I received a response that someone will soon get in touch. Good systems, I say.

Well, it looks like the definition of "soon" for BSNL differs from mine. I sent the SMS on 6th August and it's not yet soon by BSNL standards, on the 22nd of August.

On the 13th of August while surfing the BSNL website, as I wanted to complain, I came across another interesting customer friendly programme. I think it was called Udaan and it allowed me to file an application online, choose my product with the tariff and then wait for the installation. I did as instructed, chose my plans, filled my address, contacts etc details and submitted it online.

This time too, I got an immediate response with a docket number. But I was not as enthusiastic, given my last experience. So imagine my surprise when 15 minutes later I get an SMS giving me the name of the person who will be responsible for the installation along with his mobile number! I loved it and was delighted not only with BSNL systems but also the thought of having a name and a number.

After 24 hrs when Shree X (Shree was part of the BSNL message) did not call, I called him. That's why I was given his number, right? I was wrong. Shree X wasn't happy at all with my call and curtly told me that he has not received my docket and will call me once he gets it.

Sigh! Hopes dashed again. Human beings 2. Technology 0.

And believe me till date I haven't received any call or visit from Shree X.

But I am a fighter and love these challenges. So you guessed my next move. On the 20th I wrote to the CMD office of BSNL, the head of Uttarakhand circle and the grievance cell at their respective email ids.

Expecting a quick response, I waited...and waited....These guys are good! Real Good! they have obviously read Sun Tzu's Art of warfare. Surprise the enemy. When he is expecting a quick revertal to his complaint, do not revert immediately. Let him stew and chew.

Finally after two days a response. From the CMD's office. Following another maxim of Sun Tzu. Give no quarter to the enemy. No apology, no excuse. Just a terse one liner..actually two. "We acknowledge receipt of your mail. The same has been forwarded to Uttarakhand telecom circle for necessary action."  I am KOed.

Obviously if this is the mindset of the CMD, you know what you can expect from a ground level employee. This is the concept of consumer service within the CMD office. Compare this with the response and action I got from the senior management of private sector. That's why I make my sweeping statements about public sector and their attitude to customer service.

But guys I am now in an unfamiliar territory. I do not want to give up. But do not know my next step. Any advice? What next for me. I don't want to give up. I want that proof of residence. So please do write back.