Jul 14, 2004 09:09 PM
5594 Views
(Updated Jul 14, 2004 09:09 PM)
I have been using Dishnet DSL in Chennai since late 1991. At that time the company was owned by the Sterling group. The sign up charges were hefty (I paid close to Rs. 30,000 for the initial set up). Though the initial charges are lower now, I enjoy a better monthly usage plan (1 GB traffic for Rs. 995). Since I use 1 GB or slightly more every month, I think the plan is alright.
I had extremely poor service from Dishnet DSL for nearly two years. There would be constant service interruptions due to cable cuts, DSLAM problems or server problems. There would be days when the service would be out. It would be almost every other day I had to call the customer service to register complaints. They had just a few customer service lines that would be engaged all the time. Originally, they had a customer service policy that if you had an interruption of service for more than 4 hours, you get a credit in your bill.
Then they increased it to 8 hours. Then they said that it is applicable only if you had service interruptions longer than 8 hours during THEIR business hours!!! On top of all of this, the speed was horrible. Upload, download rates were worse than dial-up rates on a 56K modem. The customer service flatly refused to admit any fault on their side and treated customers like dirt. The only consolation was the technical service guys who really slogged it out in the field. They were quite prompt in addressing issues. Though the problems resurfaced time and again, their earnestness in attending to problems was appreciable.
When I moved from one location (Besant Nagar) to another (Velachery) within Chennai last year, I visited the DSL office to express my dissatisfaction with the service. I was met by an arrogant lady, whose name I don't remember, who flatly rejected all service problems and indicated that they are doing the best they can and I either take it or leave it. Determined to leave it, I came out of the building.
I happened to meet the engineer who had serviced the Besant Nagar area. His name is Antony. Seeing me quite upset, he asked me about the problem. I explained the issues. He assured that he would look into them and make sure that I would have good service in my new location. He kept his word. Ever since I moved to Velachery, the service has improved a lot. We had a few problems that were solved within hours.
The service has become even better after VSNL's acquisition. I am quite happy with the present service -- almost no service interruptions and the speed is really good.
An area that still needs improvement is e-mail. You cannot rely on their e-mail. There are constant server problems and service issues. I don't rely on their e-mail anymore.
