SERVICE FAILURE AND SERVICE RECOVERY OF BSNL

By,S.ElamVazhuthi

BSNL

• Bharat Sanchar Nigam Limited is an Indian state-owned telecommunications company headquartered in New Delhi, India. It was incorporated on 15 September 2000 and took over the business of providing of telecom services and network management.

• BSNL is India's oldest and largest communication service provider . It had a customer base of 117 million as of 2014.

Services Offered :BSNL

• BSNL Landline • BSNL Mobile• Internet Services• Rural Telecom Services

SERVICE QUALITY

• Service quality is a comparison of expectations with performance.

• A business with high service quality will meet customer needs whilst remaining economically competitive.

• Improved service quality may increase economic competitiveness

Measurement of Service Quality

• SERVQUAL MODEL• Consider your supply and demand• Ask your customer • No of complaints• Identify your weakness• Assess the competition

Service quality of Telephonic company

Service failure

• BSNL consumers have been regularly complaining about call drops, wrong account information, poor connectivity, technical glitches in the network.

Internet service failure complaint

• BSNL - Internet Data eater !!!!!• User Abhilash GC on Feb 3, 2015• Sir, I am using mobile since 8-9yr & regularly using internet -

5-6, I always put my data pack on, but today morning suddenly data was finished, when i checked its shows as 770mb was used @ 8.45am, i didn't even using mob @ that time, its really impossible :(, i am really very upset, every one telling that its my problem, when i did not used mob how can it go like that? ( they are advising to off data when i am not using, this is the 1st time this kind of non-sense thing is happening, i never thought u people also doing like this!)...

Service failure complaint • BSNL - Properly not maintaining all telephone

transaction Q• User Vikas Dada Gosavi on Feb 2, 2015• BSNL Alandi Branch Manager is not given full

fledged service to BSNL customer and also BSNL working staff members not treating the customers in proper way . So please note and make necessary action as earliest. And Original BSNL Telephone documents miss placed every time.

BSNL network failure complaint

• User sam2401 on Jan 26, 2015

• There is no range for BSNL last 4 days. There are no incoming & out going calls processed also no SMS Get worked properly in our area ( Pimpalgaon Baswant). I talking with local officer in BSNL office but there is no responsible complaint category Mobile Service Providers

Service recovery

1. First you need to Book you complains at BSNL Toll Free Number• 198, 1500, 1501, 1503 which can be accessed from

any BSNL phone toll free.

2. If the problem is not resolved within satisfactory Time Period or BSNL Officials are not resolving the problem then there is way to bring your problem to higher level by registering complains at BSNL Public Grievances (PG) Complaints Website.

BSNL online complaint portal