[Resolved]  Airtel — Airtel DTH pathetic customer care

Address:

Chennai, Tamil Nadu

This is to bring to the concerned notice that we have experienced pathetic service from Airtel DTH even before the conncetion is set up.We have applied for new Airtel DTH connection on 06/05/2013 over the tele marketing call. The executive name is Amit Tiwari(Customer care number # [protected]), the package we opted is South Value and we paid 6 months subscription worth of Rs 4,190(this includes the HD set top box + 6 months subscription). The payment is done via call and mode of payment is Credit Card. The booking ID # 210086, TXN ID #[protected] The executive confirmed us over the call that the installation would be completed with in 48 hours from the payment time. There was no call from the Airtel service until 8th May evening and have made several calls to Customer care and was shocked to understand that they have never created new customer account for the connection, the executives couldn’t even very the details with the given booking & transaction ID) they have provided the local area sales manager number (Vijay) we have contacted him however he is helpless since there is no account details available, he promised that the installation would be completed by next day 9th May morning. We have again called on 9th may morning however there is no account created, they said account will created by afternoon and installation would be completed by end of the day. Finally during afternoon we have received an SMS on the number given that the account is created (Customer ID # [protected]) with the value recharge of Rs 2,600. We have called the customer care again to understand what is this recharge value consists of, for which there is no answer from the executive and they are not sure what is this value for. The concern is this amount is different from what we have paid we are unsure whether they are activating the requested package or activated a random package available. The executive over the call was rude and was not ready to provide any details. He was asking to wait for another 24hrs to find out what the Rs 2,600 recharge value is. Hence we decided not to go any further we requested to cancel the new connection request and pay the money back, for which the turn around time is 7 to 10 working days. The shocking part is the address details mentioned in the account created is incorrect, he is not ready to update the address correctly as well.
We are fed up following up with the customer care and called the Nodal Officer number for Channai region[protected], a person has attended the call we have explained the issue to him, he request us to be on line for few minutes, the waiting period went up to 25 mins however no response and finally the call got auto dropped.on 10/05/2013 when we made the call to customer care to find out the status again they said that the payment was only made on Thursday and as per thier records the first call from our end was only made on Thursday, we really had no clue what they talking about.The response is annoying and very frustrating to us. They said that it will 24hrs time for providing any information relating to this payment details.
This is really frustrating to us, we have never faced this kind of ill treated customer service and never expected from Airtel.
We request for an early action in this regard.