[Resolved]  Airtel Blackberry Services — Fraudulent services

Address:

Bangalore, Karnataka

I am extremely dis-satisfied with the blackberry services as provided by Airtel. I requested for a new Blackberry plan and was advised that the most economical plan would be the 499 plan. On contacting the technical support help desk, I was advised that I should upgrade to the 899 plan, which I did. I was out of town for over two weeks, during which my phone was switched off. On returning back I received a huge bill, when I was clearly advised that the 899 plan would be limited to just that amount, 899.
As if the experience of being cheated by a service provider was'nt bad enough, than began the ordeal of "poor customer service". One would belive that the congolmerate that Airtel claims to be, would atleast be sensitive to the feelings of long and loyal customer of over 10 years. I contacted the help desk and raised a compliant. A customer rep with poor communication skills and zero customer service skills assured me that my complaint would be resolved in 48 hours. I patiently waited for a phone call, convincing myself that this was an error and could easily be rectfied. Not only did I not receive a call back, I received a message confirming that "my issue was now resolved". I called back the second time to register a complaint, to face the same "sheild of policy" issues. This time, after 24 hours I recieve a "voice of customer" survey asking me if I am satisfied with the resolution received to my complaint. No phone call, no inquiry on my complaint, yet they have the audacity to ask me to rate the quality of service received. Infuriated with the entire experience, I decide to contact their nodal officer. After a 15 min wait I am discoonected with an IVR message stating just how busy their officers are. One would think with the level of customer service provided, they should be putting in overtime! I finally managed to get a hold of an officer, "Tripti" who cannot be identified by any other form (emp code, etc) again due to the "policy sheild". I can honestly say that in all my years (over 10) of customer service i have never met another representative with such poor customer service skills. One would think that the front face of a company when dealing with complaints would be more understanding and honest. She made the unfortunate mistake of confirming that my 899 plan wa activated and deactivated at 5:15 pm on the day that i set up the BB services, the same thing that I have been stating and re-stating through the last week! She then tried a hasty recovery to cover up, to which I insisted that I will cancel my services and refuse to clear the bill, unless by some miracle/ hand of God, she can pull up the recording of my interaction with the agent on the said date and prove that I did not accept the agents offer for an 899 plan. I am still awaiting a resolution.One would think that a brand name like airtel would atleast have a forum for formal registration of complaints. However. post this ordeal I think they just dont care about the "Customer".