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The Great Indian Digital Tamasha

Indian Railways

This is an extension to last month’s article/sharing where I had shared the changes that had transpired in the last 2-3 months. Now am in a position to share the kind of issues a user can go through in case he is looking for support from IRCTC to help him/her go cashless. If you a new user to use IRCTC services you wouldn’t go through this trouble.

For those who might have TL;DR issues it’s about how hard it can become to get digital credentials fixed in IRCTC (Indian Railway Catering and Tourism Corporation) –

a. 2 months back Indian Prime Minister gave a call incentivizing people to use digital means to do any commercial activities. One of the big organizations which took/takes part is IRCTC which handles the responsibility for e-ticketing millions of Rail tickets for common people. In India, a massive percentage moves by train as it’s cheaper than going by Air.

A typical fare from say Pune – Delhi (capital of India) by second class sleeper would be INR 645/- for a distance of roughly 1600 odd kms and these are monopoly rates, there are no private trains and I’m not suggesting anything of that sort, just making sure that people know.

An economy class ticket by Air for the same distance would be anywhere between INR 2500-3500/- for a 2 hour flight between different airlines. Last I checked there are around 8 mainstream airlines including flag-carrier Air India.

About 30% of the population live on less than a dollar and a half a day which would come around INR 100/-.

There was a comment some six months back on getting more people out of the poverty line. But as there are lots of manipulations in numbers for who and what denotes above poor and below poor in India and lot of it has to do with politics it’s not something which would be easily fixable.

There are lots to be said in that arena but this article is not an appropriate blog-post for that.

All in all, it’s only 3-5% of the population at the most who can travel via Air if situation demands and around 1-2% who might be frequent, business or leisure travellers.

Now while I can thankfully afford an Air Ticket if the situation so demands, my mother gets motion sickness so while together we can only travel by train.

b. With the above background, I had registered with IRCTC few years ago with another number (dual-SIM) I had purchased and was thinking that I would be using this long-term (seems to my first big mistake, hindsight 50:50) . This was somewhere in 2006/2007.

c. Few months later I found that the other service provider wasn’t giving good service or was not upto mark. I was using IDEA (the main mobile operator) throughout those times.

d. As I didn’t need the service that much, didn’t think to inform them that I want to change to another service provider at that point in time (possibly the biggest mistake, hindsight 50:50)

e. In July 2016 itself IRCTC cut service fees,

f. This was shared as a NEW news item/policy decision at November-end 2016 .

g. While I have done all that has been asked by irctc-care haven’t still got the issues resolved 😦 IRCTC’s e-mail id – care@irctc.co.in

Now in detail –

This is my first e-mail sent to IRCTC in June 2016 –

Dear Customer care,

I had applied and got username and password sometime back . The
number I had used to register with IRCTC was xxxxxxxxxx (BSNL mobile number not used anymore) . My mobile was lost and along with that the number was also lost. I had filed a complaint with the police and stopped that number as well. Now I have an another mobile number but have forgotten both the password and the security answer that I had given when I had registered . I do have all the conversations I had both with the ticketadmn@irctc.co.in as well as care@irctc.co.in if needed to prove my identity.

The new number I want to tie it with is xxxxxxxxxx (IDEA number in-use for last 10 years)

I see two options :-

a. Tie the other number with my e-mail address

b. Take out the e-mail address from the database so that I can fill in
as a new applicant.

Looking forward to hear from you.

There was lot of back and forth with various individuals on IRCTC and after a lot of back and forth, this is the final e-mail I got from them somewhere in August 2016, he writes –

Dear Customer,

We request you to send mobile bill of your mobile number if it is post paid or if it is prepaid then contact to your service provider and they will give you valid proof of your mobile number or they will give you in written on company head letter so that we may update your mobile number to update so that you may reset your password through mobile OTP.
and Kindly inform you that you can update your profile by yourself also.

1.login on IRCTC website
2.after login successfully move courser on “my profile” tab.
3.then click on “update profile”
4.re-enter your password then you can update your profile
5.click on user-profile then email id.
6. click on update.

Still you face any problem related to update profile please revert to us with the screen shots of error message which you will get at the time of update profile .

Thanks & Regards

Parivesh Patel
Executive, Customer Care
care@irctc.co.in
http://www.irctc.co.in
[#3730034]

IRCTC’s response seemed responsible, valid and thought it would be a cake-walk as private providers are supposed to be much more efficient than public ones. The experience proved how wrong was I trust them with doing the right thing –

1. First I tried the twitter handle to see how IDEA uses their twitter handle.

2. The idea customer care twitter handle was mild in its response.

3. After sometime I realized that the only way out of this quagmire would perhaps be to go to a brick-mortar shop and get it resolved face-to-face. I went twice or thrice but each time something or the other would happen.

On the fourth and final time, I was able to get to the big ‘Official’ shop only to be told they can’t do anything about this and I would have to the appellate body to get the reply.

The e-mail address which they shared (and I found it later) was wrong. I sent a somewhat longish e-mail sharing all the details and got bounce-backs. The correct e-mail address for the IDEA Maharashtra appellate body is – appellette.mh@idea.aditybirla.com

I searched online and after a bit of hit and miss finally got the relevant address. Then finally on 30th December, 2016 wrote a short email to the service provider as follows –

Dear Sir,
I have been using prepaid mobile connection –

number – xxxxxxx

taken from IDEA for last 10 odd years.

I want to register myself with IRCTC for online railway booking using
my IDEA mobile number.

Earlier, I was having a BSNL connection which I discontinued 4 years back,

For re-registering myself with IRCTC, I have to fulfill their latest
requirements as shown in the email below .

It is requested that I please be issued a letter confirming my
credentials with your esteemed firm.

I contacted your local office at corner of Law College Road and
Bhandarkar Road, Pune (reference number – Q1 – 84786060793) who
refused to provide me any letter and have advised me to contact on the
above e-mail address, hence this request is being forwarded to you.

Please do the needful at your earliest.

Few days later I got this short e-mail from them –

Dear Customer,

Greetings for the day!

This is with reference to your email regarding services.

Please accept our apologies for the inconvenience caused to you and delay in response.

We regret to inform you that we are unable to provide demographic details from our end as provision for same is not available with us.

Should you need any further assistance, please call our Customer Service help line number 9822012345 or email us at customercare@idea.adityabirla.com by mentioning ten digit Idea mobile number in subject line.

Thanks & Regards,

Javed Khan

Customer Service Team

IDEA Cellular Limited- Maharashtra & Goa Circle.

Now I was at almost my wit’s end. Few days before, I had re-affirmed my e-mail address to IDEA . I went to the IDEA care site, registered with my credentials. While the https connection to the page is weak, but let’s not dwell on that atm.

I logged into the site, I went through all the drop-down menus and came across My Account > Raise a request link which I clicked on . This came to a page where I could raise requests for various things. One of the options given there was Bill Delivery. As I wasn’t a postpaid user but a prepaid user didn’t know if that would work or not I still clicked on it. It said it would take 4 days for that to happen. I absently filed it away as I was somewhat sure that nothing would happen from my previous experience with IDEA. But this time the IDEA support staff came through and shared a toll-free SMS number and message format that I could use to generate call details from the last 6 months.

The toll-free number from IDEA is 12345 and the message format is EBILL MON (short-form for month so if it’s January would be jan, so on and so forth).

After gathering all the required credentials, sent my last mail to IRCTC about a week, 10 days back –

Dear Mr. Parivesh Patel,

I was out-of-town and couldn’t do the needful so sorry for the delay.
Now that I’m back in town, I have been able to put together my prepaid
bills of last 6 months which should make it easy to establish my
identity.

As had shared before, I don’t remember my old password and the old
mobile number (BSNL number) is no longer accessible so can’t go
through that route.

Please let me know the next steps in correcting the existing IRCTC
account (which I haven’t operated ever) so I can start using it to
book my tickets.

Look forward to hearing from you.

Haven’t heard anything them from them, apart from a generated token number, each time you send a reply happens. This time it was #4763548

The whole sequence of events throws a lot of troubling questions –

a. Could IRCTC done a better job of articulating their need to me instead of the run-around I was given ?

b. Shouldn’t there be a time limit to accounts from which no transactions have been done ? I hadn’t done a single transaction since registering. When cell service providers including BSNL takes number out after a year of not using a number, why is that account active for so long ?

c. As that account didn’t have OTP at registration, dunno if it’s being used for illegal activities or something.

Update – This doesn’t seem to be a unique thing at all. Just sampling some of the tweets by people at @IRCTC_LTD https://twitter.com/praveen4al/status/775614978258718721 https://twitter.com/vis_nov25/status/786062572390932480 https://twitter.com/ShubhamDevadiya/status/794241443950948352 https://twitter.com/rajeshhindustan/status/798028633759584256 https://twitter.com/ameetsangita/status/810081624343908352 https://twitter.com/grkisback/status/813733835213078528 https://twitter.com/gbalaji_/status/804230235625394177 https://twitter.com/chandhu_nr/status/800675627384721409 , all of this just goes to show how un-unique the situation really is.

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