[Resolved]  Airtel — Re installation not done for more than 10 days !!!

Address:

Bangalore, Karnataka

Name : Satheesh Sugumaran
Airtel DTH Cust Id : [protected]

I Have applied for Airtel DTH relocation service as i wa moving from Mumbai to Bangalore.

10th April 2011 : Called the Airtel DTH customer support in Mumbai and requested them to Uninstall my DTH and Install it in my New address at Bnagalore. requested to do the uninstallation before 15th as my Movers will move the good on 15th. ( Sevice request ID : 6803059 ). 18th April was fixed as the reinstallation date in bangalore.

11th - 13th : No calls from Airtel DTH on uninstallation so, i called them and asked for appointment to un install the Dish, the customer service agent assured that it will be done before 15th, so that i can carry the dish with me to Banaglore and get it re installed in Bangalore.

15th April 2011 : No uodates from Airtel, I got the dish un installed with t he help of the packers & Movers as i have ship the Dish to bangalore

18th April 2011 : Called the Airtel DTH customer support in banaglore and asked for confirmation on re installation time. The support executive mentioned that i have to log a seperate service request for this and she can send some one the next day to get it re installed. I agreed and the new SR created ( SR Number : 7088793). appointment was fixed for 20th evening 4-5 PM.

20th April 2011 : No one showed up at my residence to re install the dish , so i had to wait at the home cancelling all my plans of going out for dinner, another sad day becaues of Airtel's ir responsible behaviour.
Called the Airtel DTH support again and mentioned that no body called or visited my house to do the re installation. The suport lady escalated my called to the Escalation Department ( The worst bunch of the DTH team ). A guys identified him self as the supervisor has put meon hold for more than 20 mins and confirmed that the re installation will be done the next day ( 21st between 9 - 10 am).

21st April 2011 : Waited at home till 10:30 am and no body showed up for re installtion, called Airtel DTH support team and a support executive has apologies sever time for the in convenience caused and assured that the service engineer will call me in 10 mins. No calls till evening !!!! called the support again and got escalted to the escalation department, here comes the best escalation manager of airtel DTH, she asked me to be on hold and not to disconnect and vanished for 40 min, i was on hold for 40 Mins...yes 40 Mins, i guess that will be the higest of the hold time in any call center. i called the customer support from my mobile and asked the support guy on what should i do with the call on Hold, showld i continue, he as usual apologized and asked me to disconnect that call and mention that he will take care of the issue. He said that appointment for the reinstallation was schedule for 24th 4:30 pm. One more schedule, and lot of apologies......

24th April 2011 : No calls or SMS from the service engineer to come and re install, so i called the support again and asked for the details, an arogant support guy said i have to wait till 4:30 and the engineer will show up ( miraculously ) i asked to put me through any senior guy so that i can talk and get assurance...on hold for sometime and got disconnected...fantastic....waited at home till 4:30 pm nobody showed up and i have called the support team again, a very polite gentleman from teh support aplogised several time for thein convenience caused and promised he wil take personal care and get this resolved and promised that there will be call from the service team within 2 hours. 6:30 pm - No calls , so a s usual i have called support and same story of appointment for anothe rdat etc.... as usual i asked for escalation and as usual i was on hold and the call gets disconnected for no reason...

So what shoud i do now........ This as caused me lot of stress and time and i'm pushed to the space where i started feeling that Airtel DTH is being run by bunch of incompetent peaople who acnnot even get a dish re installed for their customer.

Common issue with Airtel support :

Even afterpressing 1 for call in English, we land up with some Hindhi speaking lady / men.

You ask them to cmmunicate in English, with no excuse, the call will get disconnected abruptly.

Luckily you get through support guys, 50 % of them dont know what is happening with the case.

After explaining them the history, simply aplogy and they ask us to understand the issue ( How logical !!! ) and promise on the issue tp be solved next working day

Finally the ultimate Comedy,the ESCALATION department, who puts you on hold for more than 40 mins and still wont respond to you.

Top of all , I guess the engineers ( the guy who installs the dish ) in Airtel are in more demand then any Rocket scientist, because you can never have them in your home completing their Job...

Is AIRTEL DTH interested to solve my issue and take the relationship forward ????

Is there any high priority email adress that i can write my complaints to ???

Regards
Satheesh