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Notes on tech

Notes on technology, business, enterpreneurship, economy, markets along with interesting general tidbits.

Why should I pay for dial-up?

3/01/2006 10:16:00 AM, posted by anand

Here is my letter to customerservice@vsnl.co.in. Lets see what their response is.
I am an 256K unlimited DSL Indicom subscriber. My username is xxxxxxx@xxx.xxx.

A couple of days ago, I received the bill for the month of March. While going through the bill, I noticed that I have been billed for "value-add" dial-up service. My "always-on" DSL connection has gone offline for about 5-6 times (for atleast 7-8 daytime hours each time) due to technical and billing related issues on our end. Each time my DSL got knocked off, I have registered a complaint and was told to use the dial-up service until the DSL was restored, by the customer support representative.

Inspite of having a DSL connection, the only reason for using the dial-up was because of a broken connection from your end. Why do I need to pay for the dial-up "value-add"? It doesnt add any value to my DSL connection. Infact it causes a degradation of my connectivity speed, blocks my phone line, besides I have to incur phone charges. Is there a minimum guaranteed uptime that you offer to your subscribers?

In this competitive world, there is always someone who can provide better service at cheaper cost with a good customer experience. I wouldnt hesitate to consider my alternatives if I dont get satisfactory level of service from your end.

I request you to remove the dial-up charges from my bill and strive to make your services better so that DSL users dont have to go through the hassle of using the dial-up Internet. I am also posting a copy of this letter on my blog, located at: http://ypjain-notesontech.blogspot.com/. I will also post your response or the lack of it.

Looking forward to your response.

Regards,
Anand Jain
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