May 02, 2005 12:29 PM
2633 Views
(Updated May 02, 2005 12:30 PM)
Rarely have I come across a case of reverse mindset happening with reference to a foreign Company.
The Company I am referring to is Iqara Broadband Internet service provider.The service is provided by British Gas. The company taken over by them was called Gujarat Gas, which was jointly owned by Mafatlals & Gujarat Government.
They started their operation of providing broadband services from Surat, where their existing infrastructure of piped gas facility came in handy for launching the broadband facilities.
When I needed a net connection, I did a lot of homework to check out, who would give me better service, to top it all which service provider had the cable network in place to provide me with net connectivity. I found out that Iqara had the existing cable network in place to provide me with the broadband facility.
I did some preliminary inquiries with the computer vendors etc., to check out their services; since they were new I was told they would provide good service, and the net speed was good but a bit expensive.
I opted for the services of Iqara, the service was prompt with an executive coming to my residence, he explained to me about the services and the one time cabling cost that I would have to incur for getting the cable from the terrace to my flat etc., He also promptly gave me his mobile no., to call up in case of any clarification, and he would come down to rectify any problem that I faced.
That was the only time I saw the executive, then the executive never came back to collect renewals or even to check whether I was satisfied with their service.
Now for the list of woes that I have faced after getting Iqara connection
1) Their call center services are based in Surat, and if I have any problem they give me their local office no. to call up
2) Their local office stops functioning after 6pm
3) Unfortunately all my problems had happened on Saturdays and I was given a reply that they do not work on Sundays
4) Most of the time when I have called their office, I have been put on hold, or my line got transferred to some 3 to 4 people, before one person accepting the problem and giving a suitable reply
5) At times the broadband connection does not accept any net address associated with google server.
6) Renewals are not intimated before hand and one fine day you find, you don’t have your net connection
7) Even after getting the intimation for renewals (which has been started by them recently) you have to follow up with them for making payment.
8) After getting your MBs renewed, you have to hope like hell that your free MBs get credited to your account as promised to you within 48 hrs.
9) Any error that occurs on your connection – you have to pray to God that it should be a minor one or else you will be without net connection for days to come ---unless you keep reminding them that your problem has not got rectified.
10) If their connectivity is getting hampered by some technical problem – they do not have the courtesy to call up and let us know, how long it will take to rectify the problem.
For me I had to opt for the service, since there were no service providers having cable network in my area. My sincere advice is do not go for their service unless and until you are driven to the wall. The only saving grace is that their net connectivity speed is good.
Some advice for Iqara :
1) When you are running a broadband service, you should be providing 24hr., service, 7days a week.
2) You should be constantly checking out with your current subscribers, their views on the service.
3) Just by keeping a 24hr call center does not suffice. You need to provide the back up that is required for better service.
4) Renewal connections are outsourced; hence we do not know which executive to call in case of any problem.
5) Your call center keeps giving phone nos., which is not accessible – is it not the responsibility of the call center to forward the complaint to the concerned person – and the concerned person calling me up to check out my problem.
Since British Gas took over a joint sector company, I think it still has the government mindset running in it. Who says we can’t change the thinking in a foreign company.
