[Resolved]  Airtel — Unresolved complaints and wrong guidance

Address:	560001
Website:	airtel.in

Unresolved complaints and wrong guidance I have been using Airtel DTH for more than four years. Customer id is [protected] I have a DVR setup box and it is connected to a dish antenna. Since few months, we noticed issues with video, some times there is no video while the audio continues uninterrupted. Logged complaints with Airtel support and everytime the technician would visit my home, do nothing and assure that everything is working fine. He would charge 150 Rs for each visit. This has happened four times over the last six months. Since the issue was intermittent we didnt bother. Since July end, the issue started increasing, video would stop suddenly for a period of 20 seconds and would resume on its own. So again we logged a complaint 45709137 on 31 July 2015. The technician said that the setup box has to be replaced with a new one. He was not able to speak in english or hindi and told us to pay 600 rs for a HD setup box (recording option) with external recording in USB or pay 2500 rs for a HD setup (with recording option) with internal storage 500 GB. He was not able to explain properly when I asked him a few details about file format, file size for recording. He said 600 Rs setup box will with a minimum 4GB USB drive. We paid him the money, he installed and left. I have two separate cables from the antenna, one for recording and the other for Live watching. When I asked him why he is using only one cable, he couldnt answer and only said that the setup box would work. While watching we realized the limitations - it would not allow us to watch a different program than what we are recording. This defeats the very purpose of a DVR setup box. Next day we called this guy and he tells it is not possible to change the setup box and we need to pay 4000 rs for an equivalent of the one we were having previously. During all this the technician took our old setup box without informing us and now they are not returning the setup box. They took it without our permission and downgraded the entire setup. I must have called (several ( may be 20 times, need to check mobile bill for call records) to airtel customer support and everytime I would need to repeat the story. Everytime they would say we would escalate to the escalation department and they would call you in the evening ( if we call in morning) or morning (if I call in the evening). In the last call, I told the customer support guy to put me across to escalation department and spoke with one escalation lead. He conferenced me with the technician and that fellow was in complete denial mode, rude and argumentative. Sometime during the call, airtel customer support guy dropped off. I called back and asked for a senior rank to speak to. Details I was given are - Nodal officer, Ramkumar, phone number[protected] to speak with. Since it was 8.30 PM in the night, I was told to speak with the Nodal officer next day and this phone number does not work at all when we tried next day. This is cheating and extremely painful. I need my money and setup box returned. Further, I am using airtel app and the DTH connection is also linked. The airtel customer support are not registering the complaints also, I only see two complaints 46016628, 46054046 logged for the several calls I have made to airtel support. Further the resolution notes mentioned on the tickets are irrelevant and false.