[Resolved]  Airtel — Airtel DTH - A BAd Mistake !

Address:

Bangalore, Karnataka

To whomsoever it may concern, There have been cases of sub-standard service, post payments, but Airtel DTH simply takes the cake, gets the icing and manages to swallow customers whole, it seems. The details of the apathy is documented below with a view to educate consumers regarding the seemingly ‘CHEATING’ modes of conducting business by Airtel DTH. Background /// 1. I have been using Hathway for all 4 LED Televisions at my home and paying Rs. 575 per month. The quality of transmission remaining ‘GOOD’ and constant across all television units. 2. However, since the 1st of October, 2014, the Star Sports Channels (4 numbers), FX and 4 Movie Channels, have remained BLOCKED. Now being the channels that I prefer and with ‘No Response’ from the servicing personnel of Hathway, I decided to change service providers. 3. I decided to use another service provider for 2 Television Units and maintain the Hathway system for the remainder two televisions. THE ISSUE /// 4. On recommendations from my brother-in-law, I decided to have the Airtel DTH system installed at my home. 5. Post discussion with Airtel DTH personnel, on the 7th October, 2014, at around 1pm, at the cabin in my office, I paid out Rs. 3200. Despite my requests to first inspect my home and check feasibility, I was urged / forced to make the full payment even prior to the technician (s) visiting my home. 6. On the 7th of October, 2014, at around 3pm, I made complete payment of Rs. 3200; which was for 2 Airtel DTH Connections at my home, 3B, Jupiter Block, Regency Magnum, Hennur Main Road, Bangalore – 560043. 7. I was informed by the salesperson that, installation would commence within 2 hours’ time 8. I was also informed by Rakesh (Airtel DTH / [protected]), that no additional amount will be charged to me as the two connections come with 20 meters of wire. 9. At 6pm the technician calls and reconfirms my home address and landmark (s) 10. The amazing technician ([protected]) then arrives at 9pm and was restricted from completing the task, as the Regency Magnum maintains strict rules for any form of labour / work, that cannot proceed beyond 9pm. 11. So he leaves his materials, dish and electricals at my flat saying that, he will return and fix the same at 930 am, on the 8th of October, 2014. 12. He arrives at 1045 am, on the 8th October, 2014, and waits for 30 minutes, as my home-keeper was out, having waited till 1015 am. 13. Now I manage to excuse myself from work and get back at 1230 pm, only to find the technician still doing work at my home (3rd floor) and on the terrace (11th floor) 14. The Airtel DTH system was installed at 3pm, a limited and very quick demo that lasted 5 minutes shared to me, by the technician, a form given to me to fill, a further 10 minutes on call for the system’s installation… 15. While the requirement and full payments were for TWO (2) connections, the technician cited some technical problems and informed me that, only 1 connection could be given. 16. I stated that amounts had to be refunded and he said that I should claim the same from the person / party I paid to and that he had no connection with SALES. 17. I spoke to Rakesh (Airtel DTH / [protected]), who said that he will return my call in 2 minutes. It is since an hour and I have not received any call from Rakesh or anyone from Airtel wrt the refund due. The amount to be refunded is Rs. 1600 only. Despite 4 calls made to rakesh and an sms sent, Rakesh failed to call me back or message in return. At 4pm I receive an sms from Rakesh stating that he was in hospital due to someone meeting an accident. I replied that he rather take care of the person and call when free. 18. Then an amount of Rs. 960 claimed from me (This is in addition to the Rs. 3200 already paid). NO RECEIPT GIVEN for the amount collected in cash. 19. In haste and to complete other work (As shared by the technician), the technician left my home. 20. Within 5 minutes of his leaving, after having installed just ONE (1) Airtel DTH box at the master bedroom, I observed cut-wire pieces and a metal connector lying around in the hall-room. On checking the same, I realized that it was the elements installed by Hathway. On turning on the hall-LED-TV, I noticed that the Hathway connection had been disconnected leaving a ‘BLANK’ screen. 21. On calling the technician and requesting that he come back and fix the Hathway Connection that HE is responsible for disconnecting, he tells me that, it must be done by Hathway. 22. Now please be aware that I am paying Hathway too and why would I call Hathway for something an Airtel DTH Technician is responsible for ? This is absolutely NOT acceptable. Imagine me informing Hathway that Airtel DTH had disconnected their system because they had to install an Airtel system in the master bedroom ! 23. At around 4pm the technician calls me and says that he will visit and fix the issue at 530pm on the 8th Oct, 2014. I inform him that I will record this apathy (As I’m doing now) and if he does not come and get the TV in the hall working, then I will go viral with this apathy. 24. This, according to me, amounts to CHEATING and malpractice by Airtel DTH. What is needed now /// Airtel DTH, please do not think I will let this rest. I expect a refund of Rs. 1600 immediately. I expect the TV in the hall to be made functional immediately. I expect people to be more sincere and genuine at their work and maintain that it is customers like us that help build the brand, saliency and positive WOM. I expect Airtel DTH to clarify and show me the 70 meters of wire, that they supposedly used, prior to deployment and making claims for money. Else, ensure the Rs. 960 is also refunded. AND, if this is not possible, then issue a CASH Receipt for the monies collected – This is the law of the land and must be treated accordingly. I expect Airtel DTH to apologize and accept their error / mistakes in writing. Failure to comply and as informed to the technician and Rakesh (Airtel DTH), will result in me going viral vide Facebook, Google, Yahoo Messenger and on Airtel Sites with this very apathy duly documented herein. I represent a media company and I will NOT hesitate to make it known to the world that, companies / corporates cannot and must not take consumers for granted and hope to get away with it… Kindly do oblige and treat as most critical and urgent. Many thanks in advance ! Latest Update: - Rakesh (Airtel DTH) not returned call and / sms - Technician hasn’t bothered to keep his 530pm appointment and has not even had the courtesy to call and inform regarding the same. - Hence this goes viral now ! Warm Regards, Mark David Verghese Group Account Director WINGS BRAND ACTIVATIONS (I) PVT. LTD. PROMOTIONS | EVENTS | TRADE FAIRS | CRM | RETAIL | RURAL | AUDIT Head Office: 'WINGS House', No. 5M-236, 5th Main, 2nd Block, HRBR Layout, Bangalore - 560 043; India Phone:[protected] / 25429533 | Extn.: 305 | Fax:[protected] | Mobile: [protected] Website: www.wings-promos.com E-mail: [protected]@wings-promos.com "In the long term, an honest and fair approach to doing business will always be the most profitable. And the business world holds such an approach in much higher esteem than is generally imagined" ~Robert Bosch