I can say from personal experience, it can be hard at times to talk to the right customer support representative or even reach a technical support analyst, for basic mobile phone questions and troubleshooting, respectively. There are long waits on the phone, and sometimes the connection just goes dead.
In other situations, I've been able to talk to a representative on the phone, but was sent in an endless loop of other representatives, so I gave up. My biggest issue was that even though I had selected for support in English, I simply was not able to understand the person on the other end. Even if I spoke slowly and clearly, it didn't help, as it appeared to be a race on the phone to find a resolution in the quickest time possible. Sure, that's the aim and mandate for the representatives, but for Indian mobile consumers, this can be a very frustrating process. Especially when you're placed on hold and can hear others laughing in the background. Not impressed to say the least.
Now, Indian mobile phone users will be able to send complaints and grievances, which include issues such as poor network coverage or inflated bills, via text message, e-mail, regular post, and couriers, reports The Times of India. The aim of India's TRAI is to make the process simpler and easier for consumers to lodge complaints. As it is, all Indian mobile telecom operators are required to have complaint centers, along with toll free consumer numbers and even web-based complaint systems. Furthermore, calls to respective complaint centers are free of charge.
It's interesting that its taken this long for something as simple as decent customer care and service to become readily available in India. What's even more interesting is that most consumers aren’t aware of Web portals that can be used to lodge complaints.
In fact, I wasn't until now as I've always called in or visited a customer care center in person. Unfortunately, not only the Indian telecom operators fail to adequately promote how and where to reach customer care, their websites can be confusing in itself, be it a novice or advanced user. Finding the right number to call depends on your calling circle, as the regions are known in India.
As for Web-based portals to lodge and track complaints, it's never been suggested to me in the past from customer care or technical support representatives either. That being said, perhaps this new directive will educate and inform both consumers and those who work within customer care and technical support, at the same time.