Lunch at BSNL Customer Care

Yesterday, I went to BSNL Customer Care Office at 1.25 pm.

It was buzzing with activity…all chairs for the customers occupied, small groups of people everywhere and as soon as I reached the Broadband section, a variety of food aromas arose. Reason? Some of the Aunties (no mistaking, they were aunties!) of the office were having lunch, yes at 1.25 pm.

Official lunch timings are 1.30 to 2 pm.

Wait and patience were the 2 words that I tried to hammer into my brain.

The lunch got over in next few minutes…with one lady washing her hands under the table…Eeks! And soon they made themselves comfortable, 2 were seen with feet on the table and started chatting, 2 went off to sleep with their heads down on the table (remember school days?), while 2 talked non-stop on their phones (one lady surely didn’t let the person at the other end to even say Hmm, er, ya etc!).

2 young men went up to them with some query. While they were returning back, I heard one of them muttering, “They will not even say anything till 2.15pm!”

2.15!! I panicked and it was just 1.45 pm!

The band of 6 ladies were oblivious to the irritated looks, tired and bored looks and even the harsh stares of the harried customers.

At last, I asked one lady about the time, she said, “Oh 2.20!” and this made them come out of their siesta. And the best part was that the lady who was to look after my query came at her work-station only at 2.30 pm! Reason? She went OUT for lunch!

So they start their lunch before the scheduled time and return to their work stations much after the scheduled time.

What a culture!…when everywhere there are posters of Priety Zinta (the old brand ambassador) and Deepika Padukone (the new brand ambassador) and even Mahatma Gandhi saying…”Customers are Precious”!

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27 thoughts on “Lunch at BSNL Customer Care

  1. Of course, customers are precious. That’s why they want them around at their office, for as long as they can. 😛

    Btw, I’ve actually seen an auntyji SNORING at a BSNL office. Beat that? 😀

  2. in fact after their new hip-hop style ad,
    “2 mbps super speed .. BSNL is all we need”
    and Deepika Padukone, and the new, heavily hyped 3G
    i had thought that the folks were coming of age … i guess was wrong … we left our saddening BSNL dial-up nearly 5 years back, and the only time we interact now with them is when we pay the landline bills …
    long live Airtel broadband!!!

    btw, there’s a mistake in your calculations, or else you’ve failed to keep ur pledge.. it was 1 POST a DAY, and today is the 30the, while ur archive clearly states 31 posts in June…
    thats not done … 😉

  3. Ya, I know… their is a contrast between their ads & products and their work culture!
    I can write a small book on my travails in acquiring a landline and a broadband connection from BSNL! They are incorrigible!

    Yes, one day I posted 2…so its 31 for june…but the idea is blogging every day 😉

  4. You should have filed a complaint about this… But oops!!! the action might be taken after few years.. This is India and BSNL is Government concern..what else can you expect?

  5. I once went to BSNL to get my bills corrected. The clerk mad me walk all over the campus from one department to another and finally I was re directed to him and he said computer is not working.Next day his computer worked ..
    ….After getting my work done i showed him that there is a realm of animal still left in me.. [:)]

  6. Well..must have been an experience..huh!!

    Its the same story across the BSNL offices. Typical government employee.

    But there is an element of improvement as well due to the cut-throat competition in mobile space due to which BSNL was losing a lot. It only started when Airtel and such went live in rural areas where BSNL had a monolpoly.

    But the customer service continues to be poor.
    Reminds me of that serial “Office Office”.!

  7. Yeah, it gets on your nerves!

    You are right, BSNL has changed in respect to technology, products, advertising, online services etc, but customer care remains a sorry state of affairs still!! 🙁

  8. BSNL we had a real tough time getting our lanline connection disconnected when we moved out of Kolkata … now I know why “Customer is precious”…
    Since then I have not even thought of BSNL anymore …

  9. Today also BSNL is having the same situation.

    I visited their office to get new broadband connection.
    i visited 6 times just to submit the form. In my area only BSNL is available so i visited 6 times otherwise i will never take connection from BSNL.

  10. Today also BSNL is having the same situation.

    I visited their office to get new broadband connection.
    i visited 6 times just to submit the form. In my area only BSNL is available so i visited 6 times otherwise i will never take connection from BSNL.

    They even dont know about the available packs and plans,

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