[Resolved]  Airtel — Service at Adyar

Address:

Chennai, Tamil Nadu

Iam Sahul ,one your customer having Airtel connection last 3yrs with #[protected].Out going servie was barred due to delay in bill payment.I payed the bill on 27th April 2011 post which my Out going was not activated till now.

Background:
Since mobile was not activated till 30th April, I visited airtel showroom at Adyar on 30th April .I met satish from help desk and requested him to lodge a complaint and provide complaint number he was not ready to do so.later he told me that we will replace the SIM card but need documents + 25Rs and Since Iam able to send and receive SMS and receiving coming calls then why new SIM card is required he siad that he suspected SIM card issue then I replied then why I need to prvovide the documents since service was barred by airtel and was not reactivciated.(Mobile status shows service unavailable till now).

I was given Nithayananad mobile # for escalation whom I contacted and found no response called him 6 times on 30th April he didn't pick the line.Finally asked Sathish to send a email on this issue.(please refer to tailed email)

on May 2nd I sent below email and called up nodal and Appellete officer from [protected] around 2Pm approximatly no one picked up the line.I received acknowledgement for my email from 121.

Later on 4th may I received call from [protected] around 1:46PM who stated that I need to change the SIM card, I replied I will not share any documents since its not my fault then I was told to collect the SIM card with out any document.

Current Status:

I went to Adyar Aitel showroom at 7:50PM , met Sathish and asked him for the SIm card who replied that he has not received any communication and will not be able to provide SIM card without document.
Not sure why I was told to collect and same was not communicated to Airtel.
then I seeked help from next level met Nithyananda who in turn gave the same message, I then contacted Anitha, Showroom manager spoke to her breifed the issue who's line got disconnected and I received message service was unavailable.Unfortunatly she did not have coutesy to call me back I was in the showroom for 1hr 10mins.
I was made to wait by Nithyananda who mentioned that he has sent an SMS to Anitha showroom manager and waiting for reponse.
I requested him to go to next level since I cannot wait for so long
Nithayananda contacted Vijayakumar and briefed the issue who in turn guided him to contact Chandramouli
Nithayananda contacted Chandramouli then gave the mobile to me for to share the concern.I shared all the details whats written above, he interrupted me and I was worried badly that even he was not able to listen the challenge I went through all the while.
chandramouli told me that he cannot provide any SIM card with out document and when I asked him then why I was asked to collect the SIM card from Airtel with out document he had no answer.
I told him that I much concerned that all the other customer also will be impacted with this kind of service who replied me not to worry about that.
Finally I was also told to reach out to CEO of Airtel for getting the card without document.I know Iam a common man but it doesn't mean I need to go through all these .

Here are my concern
Why customer relationship center do not provide complaint # to the customer ?
why CRC do not have help desk queuing sysytem whixh was there before ?
Why responsoble person like Nithyananada did not respond for 6 calls from me and don't have courtesy to call me when he is available ?
Why I need to provide my document when the service was barred and Airtel was unable to restore ?
How did airtel diagnosis this as SIM card issue when SMS incoming / outgoing and Voice incoming is working fine ?
Why I did not get any reply from Anitha for the email send by Sathish on this issue ?
Why I was instructed to collect SIM card without document ? why the same was not communicated to CRC ?
Why Showroom manager did not have coutesy to call me back after the line was disconnected ?
Why I was made to wait for an hour just to reply back the same answer ?
why issue was closed in the system as resolved and who confirmed issue is resolved.?
I truly regret iam your customer for last 3 yrs in chennai and 7 yrs in Mumbai , I also feel bad that I gave good feedback about airtel last 2 yrs.
I really don't feel like using Airtel any more but Iam talking time to send this email is to make you realize about the service your offering to your Customer.

Thank you.......

Regards,
Sahul Hameed