Airtel / Digital TV — Missed Relocation Appointment

Address:

Hyderabad, Andhra Pradesh

Hi,

This is Kamal Sharma, my customer ID is [protected]. I have raised a service request with Airtel Customer Care ([protected]) on May 30, 2011 around 05:00 PM for de-installation (removing) of my DTH. I have requested to get it done sometime on May 31, 2011, but I have been informed that slots are not available during the requested time, so customer care executive booked a slot for the same on June 1, 2011 and I have been told that it should happen before June 01, 2011 11:00 AM. I have raised my concern that as I am moving out so please make sure that this should happen within this time frame, then I have been assured that it should happen.

On June 01, 2011, I have waited for the engineer till 12:00 PM and then I moved out from the appartment with the wire and set top box. No one has turned up this morning and surprising thing is that I got a message saying "Dear Customer, your service request reference no. is 8529045 for relocation request has been resolved. If the issue is unresolved please call [protected]. From AD-DTH".

I called up Airtel Customer Care ([protected]) today (June 02, 2011 08:40 AM) asking for the status then I have been informed that I will happen today before 04:00 PM but no one has turned up till 12:00 PM, I called up the number ([protected]) given in the SMS then I have been advised to call on [protected], I have called on [protected] and asked him about the request, so the person told me he is the area manager for Pin Code 500048 and he assured me that Engineer will call me to get it done today.

So as per the process of relocation, engineer will remove the dish and handover that to the customer, but in my case I have already moved out from that place and Airtel Engineer has missed the timeline to resolve this request.

Why should I go back to collect the dish from engineer when engineer missed the appointment which was June 01, 2011 before 11 AM. It's not my fault, Airtel should bear it now, I need re installation of Airtel DTH at my new address.

The worst thing: I have spoken to Customer Care Executive asking that de install it from there and ask your engineer to carry dish to my new address and install it, she is constantly saying 'sorry for the inconvenience caused' but as per the process you would have to carry the dish now I ask her to connect me to her manager and repeated the same thing, I asked her for a workaround like de install that dish from there and keep that in that service area and provide me a new/ used dish in my service area but she is not ready and was telling me the same process, I asked her to connect me to her manager then after a good waiting time of 10 - 15 min I was able to talk to Priya and she was repeating the same thing "Sir as per the process you would have to collect that dish from there".

All these guys are telling me the process but one of the process which is follow the timeline given to the customer they are not ensuring.

What kind of service is it ??

I am made to believe that I have done a big mistake by trusting Airtel over various other DTH service providers. Now I want my re-installation to be done very urgently.

Also I would like some one very responsible to call me from AIRTEL AND NOT FROM AGENCY CALL CENTRE who is sensitive about the customer's problem & "can get the things done". Its already been 24 hours and no future action has been taken to my satisfaction, I am thinking of to initiate a legal action in this regards.
Regards,
-Kamal Sharma