By Our Reporter
SHILLONG: The local directory enquiry has become a source of headache for the customers of BSNL.
These customers complained that they are unable to get the desired number when enquired in 197 – the local directory enquiry number for the state owned landline and mobile telephone service provider.
A customer enquired for the number of an official posted in Nongpoh, recently. “When I asked for the number, the agent asked where Nongpoh is. I told him that it is in Meghalaya’s Ri Bhoi District. Then he asked me the pin code which I could not provide. The agent then told me that the number of the official is not showing in the machine,” said the customer adding that it has been a frustrating experience for him.
He also said that he wanted the number of the GM, BSNL to which he said that the customer has to dial the local exchange to get the number, which he termed as ridiculous.
The customer also said that when he enquired about the agent’s destination, he was told that he is sitting in Agartala and is catering to the calls of Meghalaya.
This is not just the case as similar frustrating experiences were also faced by other customers. Another such customer said that once he enquired the phone number of a renowned company’s branch in Shillong, which the executive could not provide.
Echoing these customers, an elderly resident of the town said that though there was a local customer service of 197 stationed before in the city but of late that is no longer seen. “My experience with 197, when it was stationed locally, was much better. But after it was relocated from here the service has affected drastically,” he said adding that the customer service executives are not well versed with the local names in the state and have difficulties in conversing in English, too.
Meanwhile, a BSNL source said that the entire northeastern region is presently catered to by a call centre stationed in Guwahati.
He has also clarified that when a dialer calls 197 it automatically goes to 1500, which is the common merged number for the entire region.
On customers’ allegation that customer service executive are not well conversant with a particular state and its places, the source said, “When a dialer calls 197 or 1500 it depends whether he/she is calling from a landline or mobile number and the service provider. If a person is calling from a BSNL landline number than the call lands on an agent who is from the same state from where the call is made depending upon the STD code as it is systematized in that way.”
Further clarifying he said that if a customer calls from a BSNL landline number from Meghalaya then he will be replied by an agent which is from Meghalaya.