Airtel — Airtel 4G - internet was not at all working - Service Requests get closed automatically, without contacting customer to maintain their SLA.

Address:

Pune, Maharashtra

I brought Airtel 4G internet connection ([protected]) on 19-March-2015. Sales guy scheduled multiple demos for me so as to get satisfied with the speed. They were regularly contacting me and service was quite promt. A CPE (booster) was installed on my apartment's window, which has a SIM card. This was connected to a WiFi router (TP-LINK). It was working fine and speed was quite good. Since 28-June-2015, all of a sudden internet stopped working. I was using internet till 10-11 am on 28-June-2015. I called customer care on 121 and told them about this, however, complaint was not logged. I got new customer care number for logging data card related complaints, which is[protected]. I logged a complaint on 29-June-2015 and got service request no: 62210769. It got closed without resolving this issue and without contacting me. I again logged a complaint on 29-June-2015 with service request no: 62364586, which was also closed without contacting me. On 03-July-2015 I logged another complaint with service request no: 62959173, and this was surprisingly marked RESOLVED within 2-3 days automatically. On 04-July-2015 I logged another complaint with service request no: 62988988. I went to Airtel outlet in my area on 04-July-2015 at 6PM and told them about all this. One of the senior guy asked me to forward the last SMS of service request[protected] to his mobile no and he will look into this on urgent basis and will send someone. I waited till 7:30-45PM and then tried calling him. No one picked my call. 05-July-2015 was a Sunday. On Monday, 06-July-2015, it got resolved without informing and I never received a single call from technical team to visit my place or to resolve this issue. On 06-July-2015 morning I wrote an email to [protected]@in.airtel.com and explained them all my details once again and asked to escalate this issue and resolve this as soon as possible. But no reply since evening. I escalated this issue to Level-2 support on nodaloffice.[protected]@in.airtel.com, and surprisingly I received a funny scripted reply with scripted questionnares asking - handset name, signal strength on my mobile, issue is in specific area or all areas, imei no, error message, application name and all. I gave all the required details (dont know why they are required), and what I got was another complaint no: 63037023. On 07-July-2015 I took a leave from my work and angrily went to the same Airtel outlet and that time while sitting with another senior personnel I came to know that they can see only last service request no, and the SLA for resolving the same. And then I got to know why all of my service requests are getting resolved or closed automatically. This is to maintain their SLA (Service Level Agreement) and maintain good track record, and let the customer log another new request if the issue still persists, and let him shout and get frustrated. On 07-July-2015, that senior guy at the Airtel outel sent an email to his technical team to visit my place, and finally on the same day someone visited my place at 4:00PM. They said that the CPE installed on my apartment's window has some issue and need a software update. This is the kind of issue I am facing from Airtel since more than 10 days now. Horrible after sales service. Now, I have a plan for 10GB with monthly rental of Rs. 999. What about the same, when I have not used it for more than 10 days now.