This is a continuation of my previous Blog of an lost Indian passport replacement service provided by Indian embassy in Houston. I went to embassy after 2 Months even though i was told to contact after 1.5 months.

My visit to the new building of Indian embassy in Houston. The new building has a parking lot which is securely locked with a gate to make visitor life miserable of no place to park the car, then followed I saw a 70-80 year old lady walking down a 30 steps steep staircase as the office is in second floor and they don’t have a lift. The most horrible part is the customer support window with two holes through which a person has to communicate through with the person in the other end. Literally two holes in a wall- round hole to peep in to see the persons face in the other side and a square hole to send in the form. Never seen this style of a customer service window in the whole world unless they want to hide behind a wall to prevent people see what they are doing in the other end as most of the time they don’t do anything. Cant they afford to put a secure glass if security is a concern? they are not making any money here?

My turn came and i was excited to pick my passport as all my business trips to India has been postponed due to this. I am from south India and the lady behind wanted to talk with me in Hindi and since i don’t know this language i was replying her in English but looks like she was not in a mood to speak in English. Well she said it is not ready….. I told her my concern as it is 2 months already but she doesn’t want to provide me more details on when i could get. I asked her if it is possible I could contact someone regards to this but unfortunately there is no one responsible for this delay.

I was told to provide a request letter and they will do their best. I am sure that if the money i paid to get this done did not work then my letter will end in trash.

With so much globalization happening and India being a major player in so many BPO’s why is India not able to fix this worst customer support provided in their own embassy and very stubborn about it? worst part is if this is the case of a BPO business owner providing business to India for the past 11 years whats the fate of other people? Sometimes makes me feel maybe the people who gets this job here in this embassy is not by expertise but maybe by recommendation and hence their involvement to the job to provide the best support to the Indians who need help is absent.