Even as mobile companies have increased their customer base to 60 million, customer service has taken a back seat. Often, customers complain of being overcharged or billed incorrectly.

With such a large customer base, mobile users have to make do with vague explanations given by customer service executives who are trained what to say and are rarely of help.

On most occasions they are unable to provide adequate information and are not in a position to correct wrong bills.

Is the ability of mobile companies to cope with customer complaints and the quality of service deteriorating? Prepaid customers also suffer from problems of validity period expiring without notice, getting less talk time than mentioned, not extending slashed rates to existing plan holders and charging excess on SMS and MMS. The need of the hour is greater transparency in the billing system and better customer service.

Nagesh

e-mail

Letters to the editor and contributions can be sent by e-mail to: bleditor@thehindu.co.in

© Copyright 2000 - 2009 The Hindu Business Line