[Resolved]  Airtel Digital — NON TRANSPARENT ACCOUNTING AND DELAY IN SERVICE

Address:

Maharashtra

Fw: NON TRANSPARENT ACCOUNTING SYSTEM: CUSTOMER ID [protected]


Ms. Rashmi,

1. The statements you have sent to me are in respect of only the second connection. The charges of Rs. 500 on account of "Service Charge for replacing STB" are unjustified and uncalled for. The settop box has been provided by you and you are responmsible for its proper functioning. Only if it has been dropped or tampered with by us you can charge us for Service Charge.

Please, therefore, arrange to afford credit for the same without further delay.
Repleacement of a defective STB sourced and supplied by you within one year of its supply can not be charged to the customer.

2. You have not forwarded the details of the first connection where i paid Rs. 4000 in August 2010.

3. You are also silent about the reasons for inordinate delay in reponding to my emails and numerous calls to various call centres of Airtel.

4. You have also not mentioned reasons foer sending incomeptent unskilled people to reorient the antenna.

5. There is no mention of the reasons for adding a channel after 14 days of request and why the customer had to waste 10s of hours of his valuable time for getting just just channel added to the services.

6.
The address mentioned on the statement is as under:
Mr Pk Gupta
6043/2 SAMIRI
Mumbai

Where as the correct address mentioned by me while acquiring the connection in Sept 2009 was:

B K Gupta, 604-B2, Samriddhi, Near VVF Ltd.
Sion East Mumbai-400022
[protected], [protected]


7. Does one need say anything else about the efficiency of your people manning the systems?


8. It needs to be explained why a customer had to go through the ordeal of three weeks to get as simple a thing as statement of account of his two connections?

9. Even after so much wastage of time, I have been provided with only one statement about the secondary connection. The statement about the primary connection is yet to be provided by you.

10. Who were the people in your Customer Response (email deptt who were sleeping over the emails sent by me for solong and what actuiioon has been taken against them. did they repons to any email at all during the periond beginning 4th may 2011 till 18th May 2011.

11. Why did the Food Food channel again go off the air from my STB on 18th May 2011? who goofed up the matter. i had to spend two days and many hours tin talking to your help centre people to get it back. every time I talked to them they gave a different response.

On 18th May 2011, from 8.40 pm till 10 pm, I contacted your help centre [protected] so many times:
Rahul disconnected midway without giving solution
Anshu said there were techniccal reasons for FOODFOOD not being telecast presently and it was for all viewers.
She asked me to send HR message to 54325. I did that nothiing happened.

9.15 pm I talked with Abhishek (Interaction ID[protected] Kanhaiya Kumar(Hindi) and Anshu. One of them told me to contact Airtel's Customer Relations Centre at Vasai, Mumbai. When I asked for their tele. number they replied that they did not have the number and you have to go personally there.

On my mobile I received a message contact [protected]@12149. When I asked the Help centre people how do I contact them they said "you dial this number through your Airtel number". Is it obligatory for subscribers of Airtel Digital to take Airtel mobile connection as well?

9.42 Mukesh picked up the line and asked me to wait for 30 minutes to restore the channel. He was one person who was polite and couteous of the lot mentioned above.

The Food Food channel was not restored that night.

On 19th may, 2011
At 6.405 am I again contacted the Call Centre. Rishu picked up the call. She said STB ID was not found on their system. gave complaint number 8102874.

At 2.50 pm Neha from Airtel called and said that STB ID was not matching. I asked her that if this was the case how was the channel live for last four days. She advised that airtel was giving a free demo of the chnannel for 5 days.

At 3.10 my wife dialled helpcentre again. One Taufiq picked up the call. aagin told us to SMS HR to 54325. Nothing happened.

At 4.30 pm my wife again called the helpcentre and then the channel was restored.

Does a customer have to go through so many motions to get a service with so many hassles.

I have wasted so much of my time in putting this in writing because I feel that if this sort of ordeal has to be gone through by a literate metro customer at thte hands of Airtel staff what will be the case in rspect of ordinary customers?

12. I am forwarding a copy of this letter to your CEO Mr. Ajai Puri so that he wakes up the slumbering work force being presided over by him.

I feel that what I suffered was not a one off case, it must be happening to a large number of your customers. please set your hous in order in order togrow your business by improving customer service and technical support.


BAL KRISHNA GUPTA
[protected]@gmail.com
+[protected]

604-B2, Samriddhi, Near VVF Ltd.Sion East, Mumbai[protected], [protected]


Dear Mr. Gupta,

Thank you for writing to airtel digital TV.

This is with reference to your e-mail regarding account information.

We sincerely regret for the delay in responding to your mail and
inconvenience caused to you.

We would like to inform you that as per our telephonic conversation with
you on mobile number [protected] dated: 20th May 2011, kindly find the
attached monthly statement below.

It is our privilege to have you as our valued customer and we look forward
to a long and fruitful association with you.

Regards,
Rashmi Verma
airtel digital TV


(See attached file: All Monthly statements.zip)










bal gupta To
<[protected]@gmail.c [protected]@airtel.in,
om> dthnodal.[protected]@airtel.in,
dthnodal.[protected]@airtel.in, Prasad
05/18/2011 12:52 Routray <[protected]@yahoo.com>
PM cc

Subject
Fwd: NON TRANSPARENT ACCOUNTING
SYSTEM: CUSTOMER ID [protected]
P Please do not print this e-mail
unless it is absolutely necessary P

It is a matter of regret that despite my repated efforts through telephone and email you have niot yet provided me the sdetailed statement of my accounts.

2. Does your customer service come to a halt after collecting annual subscription?

3. Yours is a very customer unfriendly company. Even emails sent to your senior people have not elicited any reply.

How inefficient can a leading telecom company of india, having
international presence become and what kind of image are you presenting to
your customers by remaining non communicative and unconcerned about
customers' queries?

Please pass this message on to Sh. Sunil Mittal s/o Late Sh. Sat Pal Mittal, MP owner of Airtel so that he can for himself judhge the inefficiency and non responsiveness of his officers and Customer Service
Department.

------
From: <bal.[protected]@sbi.co.in>
Date: Wed, May 4, 2011 at 5:27 PM
Subject: NON TRANSPARENT ACCOUNTING SYSTEM: CUSTOMER ID [protected]
To: [protected]@airtel.in
Cc: [protected]@gmail.com


Dear Sir,

MY AIRTEL DIGITAL TV ID NO [protected]

I have two TV connections.

1. On 02/05/2011, I received a message on my mobile No. [protected] reading
as under:

"Dear Customer, the validity of your Airtel digital TV ID [protected] will
expire in 2 days on 06 may.
Please recharge today to avoid disconnection."

2. I contacted your call centre at[protected] to know the reason for this
call because I had paid the following amounts as under:

1. 31.08.2010 Rs. 4000 being more than one year's subscription of Rs.
3640 (12+2 months) valid till 31.10.2011
2. 01.11.2010 Rs. 2000 being more than one year's subscription @
Rs.163/-pm. valid till 01.11.11.

3. Your call centre person mr. guilshan could not furnish any details of
the accounts. he said their systems were being upgraded. every time we call
the Call Centre this is the standard reply we get. On my request he asked
me to hold on to talk to his senior. I kept on holding for more than 5
minutes, but nobdoy came on line.

4. Therefore, I am writing to you. pleas egive me a complete statement of
both the accounts for my two connections.

5. as a matter of precaustion i have recharged my account with Rs. 1000.
but that is under protest as i am not clear how my subscription has ended
six months in advance.

6. I had requested for addition of channel no. 327 Food Food on[protected]
which has not been effected so far.

7. I shall expect point wise reply to all my queries which are genuine and
a cause of concern to me.

Yours faithfully,


Bal Krishna Gupta
AGM, First Floor
State Bank of India
Coporate Centre, Madame Cama road,
Mumbai-400021. Ph: [protected],[protected],[protected]F)




-
Bal Krishna Gupta
B. Tech. (IIT Kanpur)
[protected]

Dear Sir,

You have been unable to solve the issues memnetioned below despite my repeated calls to your helpcentre and emails.

I qoute below the efforts made by me to get it solved :

On 05.05.2010 an unskilled person named Mazid was sent for relocation of antenna to add Food Food Channel No327. He spent more than two hours but miserably failed to anything. He carried no idenity Card from Airtel.

One Amol, reportedly your vendor for relocation, at [protected] was contacted. he said he will send another "engineer" . Nobody has come so far.

8.05.2011 From 2.00 pm till 5.00 pm I contacted your helpline [protected] repeatedly to get the issu resolved.
There was no positive response. Helpline agents who attended the calls are: Mr. Rajesh, Ms. Alka and Ms. Karuna. They said that the system was being upgraeded so we cant access your complaint.

Ms Karuna told me that we are collecting the desired information and will come back to you. But they never returned the call.

At about 5.00 pm the response to clal centre changed to: SMS CALL to 54235. I sent an SMS which was acknowledged but nobody called.

I again sent an SMS on 9.05.11 to 54235. A person called after 4 hours listen to my issues and told me that he would call back. he never came back.

One of the agents gave me the number of Mr. K Rao Nodal Officer for Maharashtra[protected]. I tried this number many times but nobody picked up the same.

On 10.05.11
bal gupta to Prasad, Digitaltv

show details 4:04 PM (19 hours ago)

Mr Prasad,

The problems and issues still persist.

If you are unable to solve them, kindly pass on to the hgher ups.

After all, one needs to resolve the problems of a customer.

B K Gupta
Customer No. [protected]
Mob. no. +91 [protected]
email: [protected]@gmail.com
Res. Address:

604-B2, Samriddhi,
opp sion Fort, near VVF Ltd.Sion East, Mumbai-400022 land line:[protected]



On Mon, May 9, 2011 at 7:27 PM, Prasad Routray via LinkedIn <[protected]@linkedin.com> wrote:
LinkedIn

INMAIL: YOU HAVE A NEW MESSAGE

From: Prasad Routray

Date: May 9, 2011

Subject Re: non transparent accounting and bad customer serivce
Dear Mr.Gupta
Can u give ur contact details pls..

Or can u call on [protected].


bal gupta to Digitaltv, Prasad

show details 6:30 PM (17 hours ago)

How early is your earliest.
The problem has been pending since 30.04.2011.


On Thu, May 12, 2011 at 6:21 PM, <[protected]@in.airtel.com> wrote:
Dear Customer,


Thank you for writing to us at Airtel DTH Services.

We have received your email and we shall revert to you at the earliest.

Please note that this is a computer generated auto response.


Warm Regards,
Airtel Customer Care
www.airtel.in


-----Forwarded by Bal Gupta 2/LHO/SBI/SBG on 05/13/2011 11:24AM -----

To: [protected]@airtel.in
From: Bal Gupta 2/LHO/SBI/SBG
Date: 05/04/2011 05:27PM
Cc: [protected]@gmail.com
Subject: NON TRANSPARENT ACCOUNTING SYSTEM: CUSTOMER ID [protected]

Dear Sir,

MY AIRTEL DIGITAL TV ID NO [protected]

I have two TV connections.

1. On 02/05/2011, I received a message on my mobile No. [protected] reading as under:

"Dear Customer, the validity of your Airtel digital TV ID [protected] will expire in 2 days on 06 May.
Please recharge today to avoid disconnection."

2. I contacted your call centre at[protected] to know the reason for this call because I had paid the following amounts as under:

1. 31.08.2010 Rs. 4000 being more than one year's subscription of Rs. 3640 (12+2 months) valid till 31.10.2011
2. 01.11.2010 Rs. 2000 being more than one year's subscription @ Rs.163/-pm. valid till 01.11.11.

3. Your call centre person Mr. guilshan could not furnish any details of the accounts. he said their systems were being upgraded. every time we call the Call Centre this is the standard reply we get. On my request he asked me to hold on to talk to his senior. I kept on holding for more than 5 minutes, but nobdoy came on line.

4. Therefore, I am writing to you. pleas egive me a complete statement of both the accounts for my two connections.

5. as a matter of precaustion i have recharged my account with Rs. 1000. but that is under protest as i am not clear how my subscription has ended six months in advance.

6. I had requested for addition of channel no. 327 Food Food on[protected] which has not been effected so far.

7. I shall expect point wise reply to all my queries which are genuine and a cause of concern to me.


Bal Krishna Gupta AGM, First Floor State Bank of India

Coporate Centre, Madame Cama road,
Mumbai-400021. Ph: [protected],[protected],[protected]F)