Airtel DTH Service — Poorest Service from Airtel DTH Service

Address:

Kamrup Metropolitan, Assam

I am writing this mail with utmost dissatisfaction after experiencing the
poorest service provided by Airtel DTH service at Guwahati. Here is my
painful experience:

My customer ID is [protected] and I have shifted my quarter within the campus on 17/4/2011.

On 18th morning, I made a call to [protected] (got this no. after calling
[protected] and informed them about my quarter shifting and request them
to relocate my Airtel DTH connection at my new quarter. They told me that
it will be done by 18th evening. But no one turned up that day.

On 19th morning, I again called [protected] and asked about the time of
engineer's visit. They told that it will be done by 19th evening. But no
one turned up that day too.

On 20th morning, I called tolled free customer care[protected] and
informed them about my relocation request and accordingly I got request
no. 7161360 as "Relocation request". In the 20th afternoon, the engineers
visited my place and did the relocation of Dish and STB. After relocation,
engineers told me that there was some problem with the STB as it was not
getting any signal and it need to be changed. I told them to install the
other STB which they had with them . They told me that they could not give
the new STB to existing customer. They told me that it will take 2-3 days
to replace the STB. They charged Rs. 200 from me as relocation fees and
told me to pay another Rs. 100/- when STB would be changed.

On 21st, I got a call from Airtel DTH about the relocation status and told them about the STB problem.
They gave me a new request no. 7217297 "Video Problem" at 6.40pm.

On 23rd evening, the engineer visited again and replaced my original STB
with an old STB. I paid Rs. 100/- to them as told earlier. They told me
that I have to wait a few hours as it would take time to activate the
account with the swapped STB. I waited till night, but no activation done
as I was getting error code: 14 on my TV.

On 24th morning at 8.30AM, called the customer care[protected] to know
about the activation status of the STB and got a new request id 7306568
for 'Video Problem". At 10.30AM, I got a SMS saying that "service request
7217297 an for 'Video Problem' has been resolved, i[censored]nresolved please
call [protected]". Another SMS at 10.58AM that "service request 7306568 an
for 'Video Problem' has been resolved". But till that time my STB was not
activated. I was shocked to see that how they could close the request nos.
without solving the problem. I tried to call [protected] (obtain from SMS)
and found that the number does not exists.

Then I called [protected] regarding the problem. They told me that they
will activate the STB now and told me to keep the STB on. While I was
trying to ON the STB, it was not getting ON and was going to standby mode
with 'red' light. I informed them about this problem and they told me that
it will be solved by 24th evening.

I again called the customer care[protected] and intimate them about the
problem of local service provider and they gave me a new request id
7312470 for "STB issues" at 12.50PM and told me that it would be done by
evening.

In the 24th evening, the engineer again visited my residence and inspected
the faulty STB and could not rectify the problem. Since he did not brought
any spare STB with him, so he told me to wait for next day. Again I got a
SMS at 4.40PM that "Service request 7312470 for 'STB issues' has been
resolved", that too without solving the problem. I do not know how the
service request got resolved without customer consent.

On 25th morning, again I called[protected] and described the whole
problem. Again got a new request id 7328895 for "STB issuses" and told
that it would be solved by afternoon 1.00 PM. Accordingly, the engineers
visited at 12.30PM and replaced the faulty STB with another one they had
brought. But after 2 min, this STB too stop working. They told me that
they will bring another one by evening. I again insisted them to give a
new one that they had, but no results. But, no one turned up.

But surprisingly got an SMS at 7.58PM that "Service request 7328895 for
'STB issues' has been resolved, i[censored]nresolved please call [protected]".

I do not know who is cheating whom by this kind of service and SMS. But in
all case, we genuine customers are the sufferers. Besides these, my DTH
account balance is also being debited day by day from last Monday.

Sanjib Das
Guwahati, Assam.