Airtel — Pathetic Customer Support

Airtel DTH — Wrong information and disgusting Customer Care

Hi,,

This is Abid Syed from Mumbai, I have booked an Airtel Dth service on 20th and on th first day whn i had called the hotlin number the Customer service over there was Discusting including the Supervisor some of the pathetic name are Yatin, Ankur Pareshwaram, Harsha Pawar if this are there real name my number is [protected]

Hi, ,

This is to inform you that we have charged our account with a scheme in which we have to pay the amount for 10 months and get the account fulled for one year.But our DTH service is showing us that our account balance is less then Rs 15. after six months only and we have also received a message on our registered mobile number.

Airtel DTH — Wrong Information given by airtel customer care

I have been an existing customer of Airtel DTH service for the last 6 months. My customer id is [protected]. I had been confident of Airtel services so much so that I wanted everything Airtel, be it broadband , mobile or DTH .But this incident has made a dent in my trust.

I decided to upgrade my normal set top box (STB) to one with Digital Video Recorder (DVR) STB last week. Being in an MNC job doesn’t leave you with the privilege of catching your favorite programs at will. That’s when I thought o[censored]pgrading to Digital video recorder STB. I could then record my favorite programs from anywhere.

So, I called up the Airtel customer care. A lady named Sharie picked up the phone. I told her that I want to upgrade my STB to one with Digital Video Recorder and if it is possible to install by next day. She told me that I would be required to pay Rs 6990 and I will get Rs 1000 as cash back in my digital TV account.

But she was wrong since I had checked Airtel DTH site for upgrade plan. It would have cost me Rs 5490 with Rs 500 as cash back in my digital TV account. I asked her to get her facts right. After a while she returns with a reply that I was correct.

I then asked her if it is possible to make the payment, in this regard, online on Airtel DTH site. She told me that I can pay online for that. That’s when trouble started. I then asked her if she can book the slot for upgrade installation for the next day. She told me that she would be able to so once I make the payment.

So, I went to the Airtel site and recharged my account by Rs 5490.

I called up the customer care again an hour later to book the slot for upgrade. This time, a guy picked up the phone. I told him that I wanted to book the slot for the upgrade installation and I have made the payment for same online. He, then, forwarded my call to sales department. I told the same thing to sales guy.

Now here comes a shocker. The sales guy informed me that I would be required to exchange my normal Airtel STB with Digital Video Recorder STB from any of their DTH dealer and make payment to them only. And he continued that I shouldn’t have recharged my account online for the same.

I was taken aback by surprise.

I told him that it was one of his colleagues who told me to make the payment online, only an hour ago. I had specifically called the customer care earlier enquiring about the payment option. And as such I have made the payment of Rs 5490 online.


I said I want my Rs 5490 back, but was told that it is not possible to revert back the payment. I was struck. I asked him to forward the call to his senior.

A lady named Navlika picked up the phone. She enquired about the name of girl who gave me the wrong information. She promised me to escalate the matter to his senior authorities and come back with some resolution in next 48 hours.

Hadn’t I checked the Airtel site for upgrade plan, I would have paid Rs 6990 instead. I am wondering what’s the point of customer care is when it can’t provide correct information.

But I got no response from their side even after 48 hours. So, I called up the customer care once more enquiring about the progress in my matter

I patiently narrated my whole story to a guy named Shivam. Then, he puts me on hold and after waiting for 5 minutes, finally,I got some pleasant surprise.

I am told that the amount I paid will be refunded back within 24 hours and I will get the confirmation for same.

But, I still got no response or any sort of refund even after 24 hours.


So, I called up the customer care again to inquire about the missed deadline. A guy named Salim picked up the phone. I told him the entire matter and asked why deadline for making the refund has been missed.

And here comes a ­reply ‘Sir, I would like to inform you that there is no customer complaint registered against your account’.

I was amused and shocked. How can you close the complaint without any resolution?

I told him that I registered my complaint to their regional sales head on last Friday and later, I was also promised a refund. It is just that I forgot to take the complaint number.

Before I could say anything, he said ‘Our engineer will visit your place at 4 in the evening today and upgrade your existing set top box’.

I thought my efforts have finally paid.

Just out of curiosity, I asked him if they are making exclusion in my case by accepting online payment for upgrade. He replied ‘No sir, this is always the case. You should have sufficient balance in your account for the upgrade’.

I was left amused again.

I told him that’s what the complaint was about and you are again providing me the wrong information. He assured me that their engineer will pay visit today and there must be some confusion earlier. He even gave me the service request number this time. The number is 3254442.

Are there really two sets of people at airtel customer care: One who believes in accepting online payment for the upgrade and the other believe contrary, I wondered?

Yet again another deadline missed, no engineer came.

So, I again called up the customer care. A guy named Sandeep picked up the phone. I gave him my request number. And I am told the same old story that I have not followed the proper registration process. Instead of paying online, I should have got it exchanged from one of their DTH dealer.

I asked him why was I promised the refund and then later issued the request number. He had no clue about it.

The issue now stands resolved after I approached Delhi region nodal officer.

Sir/mam,
Please noted airtel dth installation

amit srivastav
420, ist floor ghaziabad 201001
[protected]

Airtel DTH — pathetic and disgusting service

I had purchased the ultra pack and i m eligible to watch all the channels. But most of the channels i m not able to view. I registered a complain regarding this on 11/6/2011. I was told that the sattelite of airtel has changed and my dish needs to be realigned. I was assured that within 5 days a technician will visit and solve the problem. Yesterday i.e on 15/06/2011 i called customer care as nobody had visted my house to solve the problem. I was assured that today an engineer will call me in morning and before 12 pm my problem will b solved. But those were just false promises made by irresponsible customer care executives. I called up customer care again n now i m assured that it will b done tommorrow. I dont belive their words now. I askd for your mobile no but i was given your local no. which was continuosly busy for hours altogather suggesting that its meant to harrass customers only. I m very frustrated at the kind of treatment meted out to me.
I want to disconnect the connection and want the refund as i have paid for the whole year in advance. I want to install tatasky as i hav very good reviews about their service. Kindly do the needful to get me my hard earned money back. I would like to add that if my request is not heard this time i will leave no stone unturned to get legal justice. I also want to be compensated for the days i hav not been able to watch the remaining channels.
Also i want this money latest by tommorrow as my family is tv addict and i need to buy other dth service.
Hope to hear from u soon.
My registered mobile no is [protected]

Manoj.

Another victim of Airtel DTH!
http://www.indiabroadband.net/airtel-dth/24040-airtel-dth-problems.html#post355063