[Resolved]  Bharti Airtel — CRM Practices between loyal (old)customers vs New Customers

Nov 15, 2016

Updated by YCNBABU 2nd Reminder for response

Bharti Airtel — CRM Practices between loyal (old)customers vs New Customers

1 Review
Yc YCNBABU on Nov 13, 2016 Mark as Resolved
Phone/Mobile Number: [protected]

To the Highest officials of Airtel ( Broadband services)
Gurgaon

Sir
I have sent a genuine concern on preferential treatment by your organisation for Old & Loyal vs New customers.

Please look at the reply recd ( Check the mail trail)

Are you satisfied or your Organisation is satisfied with such CRM practices ?
Regards

Narendra Babu
[protected]

Regarding airtel account number 15833195
From: Net on Sat, 12 Nov 2016 08:35:54 Add to address book
To: You | See Details
Dear Mr. Babu,

This is in reference to your email dated 11th November 2016, wherein you complained regarding sales scheme offers for airtel account number 15833195

As per the telephonic conversation with the undersigned dated 11th November 2016, we regret to inform you that the requested offer 100 GB for 3 months is not valid on the above mentioned account.

Further, we request you to write back in case you want to upgrade the maximum bandwidth from 4mbps to 8mbps and also we can provide you with extra 10GB retention top up on the same plan.

If you have any further queries/concerns, please contact us at [protected]@airtel.com . We will make every effort to revert with a resolution as soon as possible.

Regards,

Deepankar Ahuja

Customer Services

bharti airtel limited

________________________________________________________________________________...

From: [protected]@rediffmail.com [mailto:[protected]@rediffmail.com]
Sent: Friday, November 11, 2016 11:47 AM
To: ceodirect; Gopal Vittal
Cc: 121; appellate southabts; appellate ncr; appellate haryana
Subject: Should Loyal customers who are with you beyond 5 years should atleast be treated at par with new customers ?

Dear Mr Gopal Vittal
I profusely apologise for mailing issues directly to you. I am not questioning your CRM practices instead i am asking your goodselves to be fair for loyal customers atleast at par with new customers enrolled for your voice and broad band.

1, My Name is Narendra Babu using airtel for beyond 5 years. My telephone no is[protected]. I am on a plan Rs1099/ every month, which entails 4mps speed and 75gb download and additionally Local & Std calls free.
2, I have seen lot of posters in my street / locality stating that Airtel offers 175gb download for Rs1099/ plan with Local & Std calls free.
3, I called your Customer care 121 at 10.35 am today and spoke to Mr Mohan looking for resolution . He said that was festive offer meant for new customers. When i asked what about loyal customers he transfered the call to perhaps the so called supervisor Ms Durga who repeated the same answer. Very dismal customer service.
4, Vide e mail i had requested Appalette Authority - south to come on line. One Mr Kumar called up from Appellate and number was [protected]. He also gave the same reason as what customer care said.

I fail to understand "What way is Appellate Authorities are one up over Customer care dept in resolving issues" ?

Also i fail to Understand "What way is the new customers are one up over Loyal / Existing Customers ?

You are a large Organisation. Do you think you are fair in your CRM Practices.

Regards

Narendra Babu
[protected]