Airtel — No process at Airtel service center

To,
The Airtel Appeallate,

In reference to the aforementioned subject, I Tejas Shah having Airtel postpaid connection (mobile no [protected]) have following grievance:

1. No process/ procedure at the Airtel service centers to give acknowledgement copy / accept written request / complaints
2. Non-conversion of my post paid to prepaid connection, consequence to which my monthly rentals are being levied

Dear Sir / Madam,

I had visited Airtel Goregaon center thrice including today for converting my post paid connection to pre paid connection. During my all visits my request was rejected stating the Airtel systems are down and they would not be able to help me, the only way I have is to visit them again some other day.

On my first visit I took it as genuine problem and hence visited the same center on ---. On such date i.e. ----, I paid my outstanding dues till that date and again requested to convert my postpaid connection to prepaid. However, my request was rejected and I received the same reply to visit again.

Mean while many times I had called ‘121’ customer service number for conversion, on which I was replied that such request could not be done on the phone and I will have to visit Airtel center only.

Today for the third time, I visited the same Goregaon center and I got the same reply that systems are down.

It is very surprising that the collection systems are ‘on’ and only other i.e. service systems are ‘down’. On my questioning this fact to the concerned officer (Mr Arun), he replied there is an IT error and there is some problem in MTNL leased line.

I am common man not an IT expert, but can understand that if there is some problem in lease line then, no systems could get connected “nor even billing systems” (which were working in heir regular course.

Being frustrated and irritated that I have to waste my time again and again visiting the center, I requested to Mr Arun, to accept my written request for conversion of post paid connection to prepaid and a complaint that for petty matters the customer has to visit service center again and again. On this Mr Arun reverted positively and hence I wrote a letter and asked him to acknowledge a copy of the letter. Reading the letter, he denied to acknowledge the letter. Also the Manager denied accepting such written request. They also argued that there is no system / process of accepting written request from the customers.

On my requesting again and again to give me acknowledgment copy, I was also told to speak to the Nodal officer.

From the same place I spoke to the Nodal officer (Ms Shweta), who also initially said that written request would be accepted, however subsequently to having word with Mr Arun, she denied and requested me to give verbal complaint.

During the conversation with Ms Shweta, Mr Arun gave me the option to wait for 15-20 minutes and then they will proceed for the request.

It is very saddening to inform that no adequate service is provided by the Airtel officers either at their service center or through telephonic means. Even the Nodal officer did not respond to the satisfaction answer.

All the officers failed to appreciate that without any mistake or failure on my part I have to bear unnecessary rentals and charges for the mobile. Further, no body os bothered about the customer’s time. The only solution is to visit the center again and again

Moreover, would please take a note that since today i.e. 24 September 2009, I should not be billed for any monthly rentals. (Why should I be burdened with financial losses since Airtels’ system are down???????)

Hope my request / complaint is clear and I would get some positive response.

Thanking you,
Tejas Shah,
[protected]


Also an complaint to be lodged with Airtel Appeallate