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Atrocious Service Of BPL Mobile
2nd Dec 1998 Sanjiv Shah @hotmail.com
Hello, I am New on this List and this is my first posting out here, I have been a BPL Mobile Subcriber in Mumbai for the 20 months, and now I am facing a problem with them. I am sending a copy of the letter which i have sent to the CMD of bpl Mobile. If I could have the feed back or suggestions from any of you'll I shall be Highly Obliged Rgds Sanjiv Shah Email: [email protected] This is the copy of the letter BY HAND DELIVERY Date: 2nd December 1998 Ref: BPL Mobile No. 98210 52389, Of Sanjiv N. Shah To, Mr. Rajiv Chandrashekar Chairman & M. Director, BPL Mobile Communications Ltd., Post Box No. 9190, Mahim, Bombay 400 016 Subject: Atrocious Behavior Of BPL Mobile & It’s Customer Care Department. Dear Mr. Chandrashekar, Due To The Fallout & After-Effects Of My Experience Of Dealing With Your Customer Care Department Specifically Mr. Peter D’Silva And Your So Called Manager Of That Department Mr. Rajesh Bhatia, Who Presumes Himself To Be Load Almighty. (I Have Left Numerous Messages For Him But Have Not Yet Received Any Calls From Him). I Have Been Following Up On A Very Small Problem With My Billing From The 27/6/98 To Date. And From What I Have Heard Understood Clearly From The Mouth Of Your Assistant Ms. Christine. Quote. 1. Lets Close This Loop Now Itself. 2. Enforcing Me To Take One Of The Two Options, Where As Mr. D’Silva Had Verbally Confirmed Me Both The Options On 30/11/98 Evening At Hrs 1600 & 1/12/98 At Hrs 1230. And Then In The Evening He Backs Out And Sends Me A Fax At Hrs 1614 Which Is Herein Enclosed Along With The Set Of Documents Of My Correspondence With You Company. 3. Lastly What Made Me Take This Decision Is Ms. Christine Telling Me “TO STOP BUGGING ME” This Morning In Final Telephonic Statement To Me. Any Respectful Human Being Would Feel Degraded By Listening To The Remarks & Statements Of Your Customer Care Dept. And The Employees Of BPL Mobile. Do You Think That Your Company Is Above The Law, My Dear Sir? Taking Into Consideration All The Above, I Have Finally Made Up My Mind Not To Avail Of The Options Your Employee’s Have Offered Me Nor If You Plan To Offer Me Any Other. My Principals & Ethics Do Not Permit Me To Have Any Links Or Relations With A Person Or An Organization That Have No Ethics, Moral & Genuine Business Attitude & Policies. I Hereby Formally Request You Too Kindly Deactivate My Mobile No. With Your Company With Immediate Effect And Close This Chapter Once & For All. Also Would Like To Inform You That Fearing The Wrath Of Your Company & It’s Famous & Notorious Bill Collection Agency, I Am Filling An NC With My Nearest Police Station And Also Asking For Police Protection From Them. Thanking You And Hope Never To Hear From You Or Your Company Again. Yours Truly, Sanjiv N. Shah. CC: The Editor, Times Of India, Mumbai The Editor, Midday Publications Ltd., Mumbai The Editor, Indian Express, Mumbai The Sr. Inspector, V. P. Road Police Station. Enclosed: 1. The Full Set Of Documents Relating To The Correspondence With BPL Mobile. 2. Sim Card No. 8991 2196 1200 0042 490 CUT IN TWO PIECES.
2nd Dec 1998
CUSTOMER CARE CENTRE @bom2.vsnl.net.in
Dear Mr Sanjiv Shah, This is to share your bad experience with BPL Mobile on their style and arrogance in handling customers. There are several shortcomings in their method and style of working: 1. When a subscriber calls BPL Assistance on 800 or 98210 99800, your identity is known to the operator at the BPL end due to their system support and the operator or BPL Assistant never discloses the identity even with a code or some name. Hence, its impossible to relate the communication or information to any next meeting you may have with BPL authorities. Also, the incompetence or wrong guidance of the BPL Assistant can never be referred to for support of any customer complaint. This according to me is a major gap in BPL customer service system design. 2. I am told that BPL records all conversations with 800/98210 99800 and they would monitor their Assistants' performance interms of politeness, accuracy of info, etc. This, according to me is detrimental to the subscribers privacy and Im sure any subsriber can sue for recording his conversation WITHOUT his/her prior knowledge. Any lawyer in IINN-L is invited to guide us on the appropriate laws and remedies relating to this infringement of privacy. 3. On BPL Attitude : There is an absolute lack of maturity of all front end staff for customer interface. On any week end, the Customer Care lounge of BPL in Mahim is like a fish market. There is absolute chaos and most of the staff are well qualified for their western style of talking than the content and depth of customer understanding. A recent experience : One of my friends(not a BPL subscriber) went alongwith me and another friend (BPL subscriber) to BPL Mahim office for seeking subsription to my friend who's not a subsriber and obtaining a SIM card. The counter staff went about the enrolment formalities. My friend, who's a subscriber asked if there would be any rebate/concession to the new member as he himself is an old subscriber. We were then surprised to learn that there was a scheme which is in operation which gives handsome gifts/discounts to both the new subscriber and the old one who introduces the potential. The point I wish to make is that the counter girl ought to have mentioned the scheme and advantages to the old and potential subscriber even before filling in the form. Also its noticed that the whold scheme was explained after a lot of probing and definitely NOT voluntarily. Our guess was the the staff wanted to enlist the new member as one introduced by the counter staff herself and seek the benefits of the scheme with also an intention to deprive the old member of complete information. This is petty. With a whole lot of schemes/changes/promotional info being mailed to the members,its impossible for the member to know even his own status vis a vis a particular scheme/ applicable tariff plan at any point of time. Is it not obligatory of the company to seek the approval of individual member for any change in his status as a result of alteration of the scheme thereby effecting the member ? Any lawyer on this list is welcome to comment. 4. On BPL rudeness : BPL Mobile has engaged notorious criminals as their collection agents in Bombay. The management is proud of their hard and at times fearful methods of collection. With the unemployed and wasteful youth available aplenty, some political parties, wayside addas have given way to BPL Mobile's collection business. These goons gain respectability with BPL Mobile backing and run amuck on the subsribers. The subscribers can be classified as a) defaulters with all intentions and track record of earlier payments b) defaulters who definitely pay but payments are delayed c) defaulters to abscond. The a and b of above constitute more than 60-70 % of any consumer billing population. After all the fact that they need the service and continue to be members is fact enough of their intention to pay. Why then does BPL charge delayed payment charges without stating the permissible delayed period for effecting payment ? Under any circustances, BPL Mobile or anybody else should not use criminals, criminal behaviour, and encourage the criminality in society and yet project to BELIEVE IN THE BEST and be model corporate citizens. Mr Rajeev Chandrasekhar, the CEO, lives in an ivory tower. His only concern is the subscriber base and collections. Does a subscriber have a right to demand service facilities such as transmission sites, collection centres, from an ESSENTIAL SERVICE as mobile companies and more so when they are monopolised by just 2 service providers ? Any lawyer on iinn-l should enlighten us on this aspect. 5. Consumer Protection : What are the legal remedies and forums to address difficulties with BPL Mobile ? Any interest in building a BPL Mobile Consumer Forum ? We need leaders and not only hapless victims of BPL Mobile. Sorry for this long letter. Regards R.R.Kumar
2nd Dec 1998
super impex @bom3.vsnl.net.in
The best way to handle bpl matter is to approach mumbai grahak panchayat at vileparle with detail complaint.they are very good at handling company's problem. regards
3rd Dec 1998
Krish @bcmfax.net
>> This is to share your bad experience with BPL Mobile on their style >>and arrogance in handling customers. << Mr. Kumar and others, I read the following in Telcomine (http://www.infozech.com/telcomine.html) sometime back. May be you want to emulate their idea for a better service. Some of the questions asked below might sound relevant in your case too! "This is one of the few industries where customers pay a bill without understanding what they're paying for," says Paul Fegan, director of Telecommunications Manager Association's billing special interest group. "What we need is a change of attitude from suppliers. The bill is a product and you should be able to choose it at point of purchase." (Please visit http://www.infozech.com/telcomine.html for the rest of the article) Hope that helps. Best regards Krishnan J iyer bcmfax.net Integrated Solutions to Internet Faxing [email protected] http://www.bcmfax.net
