[Resolved]  Airtel — Clueless technical support team

Address:

Chennai, Tamil Nadu

Dear Sir/Madam

I refer to the complaint no: 44496826, Landline no:[protected]

I wish to inform you that i am quite upset with your customer support and a "clueless & incompetent" technical team. Below is the narration of reasons as to why i am forced to describe airtel technical team as one.

I called your customer care on 24th morning regarding "internet not working". they told me that they will be sending an engineer and nobody turned out on 24th. I had to call again on 24th evening to "remind" your customer care. they gave me a commitment that an engineer will be prvoided for rectifying the problem and that he will come to my house in the morning.

Based on the commitment by your customer care, i laid off few important appointments for the sake of attending your field engineer during his visit. The engineer came to my house @ 1.30pm and to my surprise he literally came empty handed, ie without any tools or even a standby modem. To my surprise he did not even have a RJ45 patch cable to test. The engineer came and did some revamping of the modem through router page and it wasn't sucessful. He then said that he would come back after some time talking to his senior and left my home around 2.30. I waited for him to come back and indeed he did come back @ 4.30 again empty handed. I asked him if it was a router/modem problem and he said it could possibly be that only and tried to leave. I stopped him and asked him to install a stand-by modem and he said, his agency does not have any standby modem currently and that he would get it by 25th morning and do the installation (i am skipping the number of commitments made by the engineer on providing a stand by modem, since that would only make this mail lengthy without addressing the issue.) Please be informed that i am not making any complaints against the Field engineer Mr.lokesh who came to my house for rectifying the problem, as he tried his level best and he was competent enough to handle config problems. But the agency for which he works is just "crap"and that you must take the onus of appointing such crappy people as your support agents.

on 25th afternoon he came back with a standby modem (Beetle 110X) which i suppose could have been picked up from trash bin as it looked just like a piece of garbage with so much of dust and scratches) He did all the things that he could do and to his best of his knowledge. But everything failed. I provided him with my laptop, just to check if the LAN port on my desktop had some problem. But the modem did not work on my laptop too. He then tried to connect it with a wi-fi router but that again failed. He went back saying that "thats all he could do" and that he will contact airtel official to test the MUX and Port end.

Right from that time, you guys are trying to figure out where exactly is the problem, but till now neither your technical team nor your customer support has been able to give me a solution. I have spoken to around 10 customer care officers and to Ms.Priyardarshini of the escalation team and to Mr.Amrut, who introduced himself as priyadarshini's boss.

Please be informed that i am sick and tired of calling your customer care and repeatedly repeating my name, telephone number, nature of complaint and the long hours that they put me on hold to get back to my query.

I wish to inform you that i have been with airtel for the last 8 years and that i am a gold subscriber. Good to note that you have given me such a position. But the sad part is that you have completely lost my trust of being a good service provider and a technically competent team of people. Sad that the SLA that you offer has gone for a complete toss and it doesn't bring anymore value to the customer, when not implemented and adhered to. Its even more disgusting to note that your technical team is totally clueless on the problem. It only goes on to say that you have lost valuable people to the competition and that they have grown stronger by offering me a new broadband connection with the same kind of SLA and money back guarantee with free live demo and Zero Entry Cost.

i have been a staunch supporter of airtel and an ardent blogger for a long time. I write reviews read by millions of people and have written so good about airtel (http://www.mouthshut.com/review/Choosing-a-DSL-Provider-slpnppltt) when i truly enjoyed its services in the past

But now, having understood how much airtel has changed from being a value service provider to "just another" service provider is quite hard to digest. I may not want to have business transaction with "just another" service provider and such incompetent technical team.

This is my last request to resolve my issue and i am "Pleased" and generous enough to provide you time till 5pm tomorrow[protected]Sunday). I know its a sunday, but this will prove if you are really a customer's company and truly regret for having "jailed" me inside my house awaiting resolution.

Failing to comply with my final request to resolve the problem, you may receive a disconnection letter for all my airtel services which includes my 5 airtel mobiles, 1 airtel DSL and Landline connection and 2 airtel DTH services, by 11.30 am on[protected].