The Sparsh BPO's Intelenet way to defraud BSNL
I've been having DNS issues since last weekend and since my ISP has been happily outsourcing its customer service obligations to Sparsh India, so whenever the DNS conks off (which is once a month at the very least), I get to have interesting conversations very often.
[after our initial conversation when I've tried explaining the DNS problem, in vain.]
ME: I've tried changing the DNS to point to 184.108.40.206, saved and rebooted the router, etc... , can ping "random" server, can use IRC, etc...BUT cannot connect to some websites like "www.zareason.com", which gets redirected to "http://searchportal.information.com/?a_id=92438&domainname=www.zareason.com". Please reboot your DNS server as it does not resolve some domains properly.
CSR: Click on 'start button', click on 'internet explorer', ...
ME: Excuse me ...Sir/M'am, I told you I dont have windows on this machine. I use a Linux-based operating system so if you tell me what information you require to troubleshoot, I can check for it locally.
At this point I'm put on hold, ...CSR returns after a few minutes to ask if I can connect to 'google.com'. I answer in the affirmative and he/she proceeds to say the problem is because I use Linux and there is nothing they can do about it. Simply stunning.
Asking to speak to another person who knows "linux+networking" or a team leader results in them disconnecting your call. That isnt surprising. A Business line article says "Sparsh BPO, which is the domestic arm of Intelenet Global Services, put in a bid at Rs 1.15 a call for providing contact centre services...." -- The higher the number of calls to the BSNL toll-free numbers will result in more income for Sparsh. I'm not aware of the finer points in their SLA but the pattern I have observed is very very common. Calls are always dropped, sometimes mid-way, etc...
Sparshindia is a subsidiary of Intelenetglobal, meant to handle the pan-India BPO business. I am curious to know if Intelenet provides similar poor service to their US clients. Would a CSR disconnect an overseas call mid-way without solving the customers problem? Will they get to bill clients simply on the basis of number of calls handled without actually solving the problem.
http://www.sparshindia.com/opration_quality.html, states they monitor calls and have a good QA process. I beg to differ. If I call back and go through the whole discussion for the N'th time and insist on speaking to a TL, I'll be put on hold, and the same person pretends to be another person. Oh well, it takes more than changing voices and giving a fake name -- the 'trying too hard to fake it' bit that gives them away. Nine out of ten times the conversation has gone downhill when the CSR insists that you are having a DNS issue because you are using Linux.
https://www.zareason.com/ was also unable to connect and dig @220.127.116.11 zareason.com returns the correct IP address. While I grok that every ISP out there uses a transparent proxy to save on bandwidth. Using an anonymous proxy gives me the zareason website but what if its a site you want to order something. How can the user know or trust the site if the ISP has borked DNS which just redirects you to a phishing site?
On multiple occasions I have requested to speak to any technical person who understands "linux + networking" as the DNS issue has a simple solution -- Probably the DNS server used by the proxy is broken and its is caching incorrect data. The backend technical team (whom i've spoken to just once in so many years) can reboot the server and clear the cache. This is all it takes, all of 5 minutes to reboot the appropriate server and solve the DNS issue. BUT its easier to do a shirsasana (head-stand) than get the sparshindia agents to reboot the darn dns server.
UPDATE: I called Sparsh India yet again. This time I refused all the request to give the mobile number so the outbound process would call me. Erm...I would hold on forever until the DNS problem was solved. As of writing this, its been 2 hours that i've been talking to a TL (he claimed so), who finally booked my complaint which I checked here: 'http://bangaloretelecom.com/' --it has no details of the problem. The excuse this guy gives me is 'BSNL must have blocked the site" ...hilarious, why would bsnl want to block one site peddling computers? If it were a p0rn site that argument might atleast make sense. We retraced the steps of changing the routers WAN settings and other tasks which didnt help.
Which part of the sentence "I can access websites and surf online, only some sites like zareason dont work, reboot your DNS server and solve the problem" does a person not grok? He even pretended to not know how to spell "cache" and i could hear his co-worker giggle in the background. So I politely told him that while he was busy 'pretending to not understand basic tech terms', he was not harassing me, rather, he came across as a dumb person with zero technical knowledge. That got his attention real quick and he didnt seem to enjoy harassing me anymore. Oh, the joys of being a sexist troll !!
At the moment it seems that Sparsh India is only interested in increasing their revenue by billing BSNL INR1.15 for each call that customers make --Not solving the problem in one phone call definitely helps Sparsh and Intelenet gain more revenue. Rebooting the server means the problem gets solved, hence less revenue.