Apr 18, 2002 11:37 AM
8033 Views
(Updated Apr 18, 2002 11:37 AM)
Dolphin is one service of which I get both positive and negative feedbacks. I am still at sea when it comes to judge the service. As for me I don’t use their service, so I wouldn’t know. But I would like to share the experience of one of my colleagues.
A colleague of mine uses Dolphin and was very happy with it and used to tell all of us about their good service. Last month, he was to go out of station on official work. So he applied for roaming facility some 10 days before the departure (getting ten days advance information of an official trip itself is a god given gift).
MTNL promised activation of roaming facility within a week’s time. As it did not get activated within a week, he got frantic and started calling them every two – three hours reminding them about it. Everytime he was informed that the concerned person has been advised and it shall be done at the earliest.
When he tried to contact the concerned person, the concerned person’s telephone number gave a message ‘this telephone number does not exist’. When informed about it, the service executive said that was the only number she had and that was the correct number.
The day before the trip, my colleague literally was on the telephone line full time calling MTNL till he boarded the flight. Ultimately from the airport, he left a message with the service executive to forget about the roaming service. I guess he would have spent atleast 100 man-hours calling MTNL and worrying about the roaming. Even some of us were also chasing about the service with MTNL.
After his departure, none of us bothered to enquire about it. Well, he attended to his work and returned to Mumbai after three days.
Then to all of our surprise and amusement, he gets a message from MTNL saying as per his request the roaming service is activated. He did call the helpline and blast the executive who answered. But what more can one say or do about such service. We just could only laugh and try to forget the whole affair.
Well with this kind of service up their sleeve, I think all private operators need not feel threatened of Dolphin eating into their market share. Though one has to admit they have done well to cross the 1 lakh customer mark. But that could be more due to the penetration of the cellular market than their brand value.
Can you imagine the plight of these 1 lakh people? Just imagine….
