Telephone Services
Tufail
(Querist) 18 November 2010
This query is : Resolved
We were using PRI Landline service since more than one year at my office premises 2nd and 4th floor both having separate PRI lines. Since starting of February 2010 we were facing the problem of line disruption, we informed concerned person Mr. ABC and intern he referred us to Mr. XYZ and he send Mr. 123 for the resolution of the issue, Mr. 123 informed us that wiring is faulty after that we got in touch with our maintenance people they came and looked into the system and reported to us that we have checked and verified the fault is not with the wiring as that person have put a reasonable point where in he mentioned that if wiring is faulty the telephone lines will not work the issue is that the calls are getting disconnected after that we gave same feedback to the service provider people in the meanwhile we lost the focus from this issue as we were looking into expansion and also relocation. During that time service provider was also not able to resolve the issue, once again we got in touch with service provider people and they started looking into the issue this time Mr. 123 reported that EPBX is not configured properly and also earthling is not proper, for the resolution of the issue we got in touch with the EPBX maintenance people once again and they came and looked into the system and reported back to us that EPBX is working properly but at the same time we informed them that the service provider people has advised us for the EPBX configuration change and rectification of earthling, the EPBX maintenance person reported that EPBX configuration is having no problem but how can they blame the earthling, we are using the same earthling at the 2nd floor for the other PRI line from service provider how can service provider people give such an excuse during all this process we have lost lot of time after all this we registered a formal complaint with the Appellate Authority they created the ticket at their end under the docket number 34981244 but to my dismay that also did not proved to be fruitful for the resolution of our issue we lost lot of time. After requesting everyone for almost 10 days someone from technical department of service provider visited our office during the night hours accompanying him was Mr. XYZ and he suggested certain things to Mr. XYZ the first and last thing he suggested was to replace the main wire coming from service provider Box on the road, after some days they replaced the wire and the issue got resolved even though we were not satisfied first but in fact that resolved the issue. It is not out of place to mention here that on 13-07-2010 the same lines got barred due to not payment of the bill for the account already deactivated in the month of December 2009. We got panicked and we got in touch with Mr.456 but rather than making us understand he reported that lines will be unbarred only once payment for that account will be released, also he forwarded us the mobile number of Mr. H after that we got in touch with Mr. H he reported to us that he will visit our office next day with all the necessary documents for the same, when he reported to our office he was not carrying any documents nor he forwarded us any documents instead he convinced us for the release of the payments for the same account ID and also committed/informed us that he will be sending us the documents in shape of NOC’s for all the numbers which we have used from time to time and he also reported that there is no outstanding on any of the previous numbers or deactivated numbers nor is there any bill pending for archiving, after that we got convinced and we released the payment for the line used in December 2009 also at the same time we make an advance payment of Rs. 4463 for the current PRI, also we release advance payment of Rs. 9228 for the other PRI line but that cheque was stopped when we came to know that we are paying Rs.10000 instead of Rs. 772 after that we received the call from service provider regarding the same and updated us that you need to clear that cheque because one of our PRI line was disconnected due to NDNC violation that number is carrying some outstanding that is the reason we immediately released Rs. 10000 through credit card. Then on 9th of August 2010 our lines got disconnected when we got in touch with customer care they reported that lines have not been disconnected nor they have been barred it may be a technical fault in the process we got in touch with Mr. S for early resolution. After sometime Mr. S informed us that lines have been barred due to not payment and also high usage we issued the cash payment of Rs. 33000 to service provider but our lines were not restored then we tried to contact Mr. S but he did not responded to our calls in such a desperate situation we visited service provider office at Pratap Bhawan ITO New Delhi there someone informed us that lines are not barred due to non payment the lines are disturbed due to technical issue service provider is in the process of resolving the issue we stayed in the service provider office for almost 8 hours for the resolution of the issue at about 9:30 PM the issue was resolved but no one at service provider office supported us during that period of time even we had been left alone with security. Then on 13th of August 2010 I visited same service provider office for the understanding of the bill for other PRI line I was told to get in touch with nodal office at service provider Okhla office when I visited Okhla office I was being told that nodal officer is operating from service provider gurgaon office, afterwards I have send mails on everyday basis to service provider but no response from service provider.
It is not out of place to mention that in the process of understanding and verifying the bills we came to know about grave irregularities in the bills from service provider for an example in the month of November, December 2009 and in the month of January February the call charges for all the outgoing calls were charged using different call charges which we have not agreed upon.
All the above information is registered with service provider with the following interaction ID’s as being provided to us from service provider Customer Care, Nodal Officer and Appellate Authority the ID’s are 33181910, 32898998, 34752700, 34959754, 34568728 , 34981244 (AA Ticket), 34848700, 34870372, 34786324, 34855126.
I need your suggestions regarding the same, how much should i demand as compensasation, what are the plus points in this case.
Your feedback will be greately appreciated.
REGARDS
