Airtel — network & service related issues

Dear Ms. Sarita Singh,

With respect your trailing mail, as requested & suggested by your good self, I have been trying to get my SIM changed, unfortunately I have done this process twice

SR No[protected] Dated 8 Feb 2018
SR No[protected] Dated 12 February 2018

As per your suggestion I went for the process twice but there seems to an issued at your end on processing my request.

Furthermore, As communicated, despite me not willing to pay the Bill due to unsatisfactory services, I had to make a payment due to the fact that my services were stopped.

I also happened to visit your Airtel Store in Sector 10, Bhilai, Chhattisgarh; When I made them aware of the problem regarding the network issues and SIM change, their reply was “Sir Kindly go to the Airtel Store where You got your SIM from, they are the ones who can solve your problem, not us”, As per their suggestion I raised one more request for SIM change this request is pending since last 16 hours
Upon calling 198 which is your customer complaint service, The person who initially spoke to me was rude, unknolwegebale and when pressed for suitable replies, he forwarded the call to Ms. Nisha who is your senior service supervisor. She as well was totally clueless as to why I am facing these issues and I was requested to visit the Airtel Store again (Please bear in mind it will be my 3rd Visit to one of your stores just to get my sim replaced, which according to your company policies and SOP’s is a very simple and hassle free issue and can be completed in 2-6 hours for a postpaid customer)

Given the behaviour, service quality and the complaints I have raised, there has been no reasonable or suitable explanation being provided to me. Furthermore, when I have raised 2 requests for SIM Change (Both of which failed, without any plausible explanation) which have been rejected by your systems for the reasons best known to you.

I would kindly request you to make sure that the problems are resolved within next 48-72 hours after you having a conversation (if the need arises) or on acknowledgement of the mail.

If for some reasons, this matter cannot be resolved by your end, Kindly instruct your Nodal & Appellate Team (Both, not one or either) to speak with me.

Also, I would now like to know that if a customer is facing such issues and even though people of Your Own Company i.e. Bharti Airtel Limited cannot resolve my issue or provide a suitable and logical explantation (Hoping that the logical & cooler minds prevail here), point me in the right direction as I wish to speak to someone who works in the corporate position and has authority to resolve such issues.

Just for sake of clarity I would like to highlight a few points below to ensure that there is no confusion

I’m Facing network related issues in the whole city of Durg & Bhilai (Kindly dont ask me again that from which particular part of the city im facing this problem)
I was told that network is being upgraded, so I can understand that there might be some issues in out going calls, issue I’m facing is - Despite having 4-5 bars of network (HTC U 11) on my phone, when people try to contact me on this number they hear a message “that the phone is switched off or out of coverage area”. Again, this matter is not localised to one part of the city of Durg/Bhilai but is ever-present throughout the whole city and also in the city of Raipur.
I have been raising complaints for my issue since July, 2017; unfortunately no one has an explanation for the reasons best known to them, they cant provide details of someone in your organisation to whom I can speak with to expedite the matter & also not raise a fresh complaint.
your network resolution team is also highly professional, If a customer is not able to pick their call due to some reasons, they dont follow up the same day after a few hours or try calling on the alternate number or alternate time and are giving you false updates
Kindly highlight that if a customer is raising a service request, what is the time prescribed as per your Manuals & SOP’s to attend and resolve such matters based on the severity of the complaint
Your customer services representatives (of service no 198) are highly unprofessional, unethical & rude. Kindly train them to provide replies as per customers questions rather than reading off a script, I hope you guys have paid your trainers well to make sure such issues dont arise but they still do, If you cant resolve this issue or understand customers pulse, Please give my company the contract to train your service representatives.

I hope this paints a very clear picture of the issues I have been facing which I believe can be handled very swiftly and efficiently by an organisation of your size, but your employees and customer representatives dont seem to be willing to do the same

another email dated 19 Jan 2018
Dear Mr. Suresh Kumar B,

I trust you are well.

Sir I¿m an airtel postpaid customer having no (+91 [protected]). I have been facing network related issues in the city of Durg/Bhilai and Raipur for past 6 months. The issues faced by me are given as below :-

Unable to receive calls even though my phone is network coverage area with minimum 4 bars of network
unable to make calls despite having 4-5 network bars
4g service working like 2g

Now, with regards to this matter I have been speaking to your customer service representatives, Nodal officers and all I have been given are false promises for the past 6 months

My complaint[protected]Dated 15 October 2017) is still open as per records on your website
my other complaint no[protected]Dated December 2017) has been closed as per records on your website.

Following are my questions and queries, I hope you are in a position to resolve the same

Why 2 complaints of same nature are still pending and how did my complaint of december is closed while one which was raised in october 2017 is still open. What is the time prescribed as per your manuals to resolve such complaints
Why when i speak to your executives to raise a fresh complaint, they give a response they cant raise a fresh complaint as i still have a complaint open. How did the complaint raised in december got registered and closed in that case.
As per your records you have given serval complaint numbers even though SR no 80308753 was still open, in such case why was my other complaint registered and closed
I have raised 7 complaints in total, no satisfactory reply, service is not upto the mark, then why should i be liable to pay the bill in full if your network cant provide service i.e. service to make calls, receive calls and use mobile internet to the fullest extent, then why am i being charged my bill plan to the fullest extent
Your customer representatives are unprofessional and unrealistic, they cant provide solutions when pressed for answers for such a serious concern which has been ongoing for so many months. Neither your company has given them any authority to provide information to customer where they can take up this matter on a corporate level so resolution of problems can be found
I¿m sure every one in your organisation is aware of new TRAI regulations when it comes to providing network services, if it is not upto the mark and I¿m telling your executives the same, why should i hear automated replies ¿We understand your problem and we will look into it¿
furthermore, why has no one taken the fact seriously that a complaint raised in october is still open and hasn¿t been resolved, why no one from your organisation took the time to call me i.e. the customer to make sure this can be resolved

I hope this highlights the gross negligence on part of your customer service team, nodal team and network team. I hope you look into this matter seriously and someone from your organisation can contact me to resolve this problem at the earliest.

Also, while I was writing you this email, my network services have been stopped for the reasons best known to your orgnization

I¿m also CC¿ing a copy of this mail to TRAI consumer redressal forum, hoping that you guys can now take this matter seriously as i have been an Airtel user since 2000.