Over the last year or two, the government owned telecom Co. MTNL, has been constantly improving its service due to some aggressive telecom competition in India. They have become innovative and relatively better customer focussed. I was quite impressed with their customer service centres which I had a chance to visit in the last couple of months. But, what I saw seems just the tip of the iceberg, I guess. I can see that there's a lot to be done, .
I had subscribed for their Fixed wireless service last year called Garuda. First, I had a bill query( read excess billing issues) which their customer service could not solve. I was promised it will be adjusted in my future bills which never happened. I ended-up paying more than what I had used. Since, there was very poor response from their end, I decided to disconnect this service.
The disconnection experience was horrible. First, I had returned the phone and requested for a disconnection. This was not taken-up internally for over 2 months! I was then asked to go to different MTNL offices( accounts and operations are separate) and was made to run around for no fault of mine. The papers had not been forwarded and no one had a clue. Second, my line was not disconnected for over 3 months in spite of my request. Third, the bills kept coming, in the meanwhile. It's still getting resolved at their end!
I think the new services from MTNL may not have been given adequate attention to be customer focussed and it has serious process lapses. The telecom growth in India seems to have affected their operations too.