Dear All,
I got Airtel DIGITAL TV with my Samsung LCD as free gift. I applied for installation of the same on 4th August, From That date biggest nightmare of my life started. Complete detail is mentioned herewith.
This email i sent to AIRTEL people:
Dear Airtel,
First of all thanks a lot for your Airtel Digital TV, India’s most pathetic DTH service provider.
Now your first question is why you got this appreciation from your just 10 days old customer?
For your understanding I hereby describing whole story one by one:
1. FOR INSTALLATION: I got this DIGITAL TV free with my Samsung LCD TV. As per AIRTEL voucher, for installation I have to contact on your toll free no[protected] or toll no[protected]. But your call centre executives says that since RAIPUR is tier 3 town as per your classification so on phone they will not help me out, I have to talk to nearest dealer for installation, and dealers say that since this is not bought from there so they are not helping me for installation. After doing lots of effort from my TV vendor (Lotus Electronics) I got my customer ID [protected] on 4th August 2009. From that day one of worst nightmare of my life started.
2. Since installation (i.e. on 06th which was promised on SMS was 05th) I raised 7 customer complaints for not able to view channel on DTH. Each and every query get closed in AIRTEL system with prescribed TAT but without any information to customer. All time I got the SMS that your so and so request has been successfully resolved. And when I raised the issue with call centre than they put lots of technical jargons like:
(a) Every call having 2 level of closure, when we raised the call to engineer they close the call that they will resolve the issue, and 2nd level when they actually resolve the issue- MOST interesting fact of this is that customer is getting SMS on 1st level of closure but he haven’t get any message for 2nd level resolution. ONE more interesting fact is that AIRTEL every compliant close well within TAT. Suppose your raise the issue, call centre executive will gives your one call reference no that will also comes on your mobile through SMS with expected time at which call has been resolve. And just 5 or 10 minute before the schedule time of closure you will get the SMS that your call has been successfully resolved. As per call centre executive, this SMS is generated when engineer take a appointment from customer. But believe me and you can check my mobile’s incoming call details that not a single time I got a call from AIRTEL DIGITAL TV for my concern before the closure SMS.
(b) Raipur-492001 is tier 3 city, so we are not having any access over the technical support team over their. And if you fell that your complaint is not resolved properly than you have to raise the issue with AIRTEL dealer. – SO from this we can say that, since we are leaving in one of state capital of India, even though AIRTEL people will not serve. We have to chase them for resolutions. And nearest dealer says that this system is not buy from us than why should we serve you? So final resolution if your lives in tier 3 city don’t buy AIRTEL since they will not serve you.
3. Final and most interesting information about local engineers of AIRTEL who serve you. They are most unprofessional link in entire AIRTEL structure. When they come to your home you can not indentify them since they are not carrying any Identity card. When you ask about this they say you need installation or card? All engineers and service coordinators provide you their personal number for future issue. And when you called them they just do not want to talk to you. They will talk when they want. Their local centre in-charge MR ABHIJEET (PHONE[protected] threaten you that you should talk to their engineers with care else they will do what they want, since they are not CALL CETRE EXECUTIIVE, they are the person who serve us they can do with you (in other words Local AIRTEL people hired rowdy people like local cablewalas) so its better to take cable connection rather to opt for new edge DTH from AIRTEL.
So I think what I want to say is laud and clear to you all guys. I need following clarification if you people can provide me:
1. Since installation I am not at all satisfy with AIRTEL since all channel are not showing properly. So are you going to extent my package validity by 16 days. Since finally they change one spare part on 22nd itself, after that I can see the channels.
2. What type of actions you are going to take against your local Team (includes Manager Mr Abhijeet, Co-coordinator Mr Raghvendra Sharma, both engineers Mr Bolendra and Mr Vinay Singh) for misbehaving with me. If these people will there in system in future than I will not continue my relationship with AIRTEL any more.
3. For mental tension of 16 days that given by you to me, by what manner you are going to compensate to me.
4. What type of technical and system changes you are going to take for not repeating these types of incidence.
5. I am very surprise that only one level of escalation is available in your system. That is NODAL officer, who doesn’t reply and your call centre executive also not having any phone no of him (Mr. Manish Kumar).
Note: If you want to check all facts and figure than I hereby authorized you to please check my Mobile call detail of no [protected], how many times I raise the issue with your call centre team and how many times your people respond to me.
My various service request details are hereunder:
1. 959992 – dated 22/08 (for this I haven’t receive any resolution SMS)
2. 958024 – dated 21/08 ( as per SMS resolved at 9.25AM on 22/08)
3. 950649 – dated 19/08 ( as per SMS resolved at 20/08)
4. 939776 – dated 16/08 ( as per SMS resolved at 16/08 itself)
5. 923606 – dated 11/08 ( as per SMS resolved at 11/08)
6. 918281 – dated 09/08 ( as per SMS resolved at 09/08)
7. 911573 – dated 07/08 ( as per SMS resolved at 07/08)
8. 907712 – dated 06/08 this is call for late installation (This was also closed in system much prior to actual installation.
Finally last time waiting for your some concrete steps and positive reply.
I will wait till this week end else I will surrender you DTH by crushing hardware and put the video of the same on You-tube with complete story.
Thanks and Regards
Vikalp Johri
Garnet-103, Green Meadows,
Daldal Sivni Road, MOVA,
Raipur – 492 001
Ph:[protected] or[protected]
vikalp.[protected]@gmail.com
Was this information helpful?
