I have taken my connection in last week of Dec 2007 and with all struggle, I got the connection laid out and working from 4th Jan'08. Despite of opting for ECS option, my connection was deactivated and when called customer care and lodged the compliant, at first, when I was venting my anger due to poor service and incorrect process internally they have, representative name Anand disconnected by call by putting me on hold for 18 minutes to get a supervisor. here are the compliant numbers: 4036692, 4037074, 4037056. Then Customer care manager Raj John called me and informed me at 11:30 pm that he will make sure that the connection will be activated in next 10 minutes and will send a representative to collect cash next day by 10:30 AM. He told me that as per process, customer should pay the first bill by cash and second bill onwards, ECS will be used for bill payment(this was not communicated to me and neither to my friends to whom I have suggested for taking the connection). The connection was activated after 5:30 AM and the representative came after 2:30 pm. This was the story in Feb'08. I have got the next bill for Feb which I should pay by 20th Mar, in which I was charged for late payment, which I conveyed by calling John that I will not pay for that and he assured that he will waive that money.
Now, again my connection was deactivated and when I called and enquired, they told that ECS was still not activated and I will have to pay cash again and I told all that happened in last month, they disconnected the call, then they called again.
These guys are cheating their own process. Normally, every call which they receive are supposed to be recorded. But, with the help of their supervisors, they disconnect the calls and then call customers to speak with customers as these calls are not recorded.
This all new story just happened today itself. And after telling the supervior to activate my account with immediate effect and send the person to collect cash, here I am with the connection. They do not have a internal process for customer calls handling mechanism, customer escalation process, informing the customer if there is any service problem which happened in my case, that ECS was not yet activated from Bank and they did not inform me of the same and disconnected my connection. This is nothing but a crap to hear from the Airtel customer service desk.
In telugu the meaning for Airtel is "Gaali maatallu" means "talking to air and there is no person to hear". The caption which they are holding now "barriers break when we start talking", may be customers are the only humans who keep on talking but the service providers are not humans to listen and understand and feel the pain in wrong place.
Wait for your bad time when you take the Airtel broadband service.
Again on 22/3/08 I got a message that gprs is activated as per my request whereas I informed to deactivate the gprs service.
On 30/03/08 I called and informed that activiate gprs service on mobile but I got a message saying that net on phone is activates on my mobile, when I sent a message i also spoke to one of the customer care executive and I clearly told him to activate the gprs service on mobile. Then again I called and informed the customer executive to deactive all the service from my account whether it is gprs or net on phone, I dont want the service of airtel at all.
On 17/4/08 at 00.45.10 I sent a message to 121 to activate gprs on mobile, i got a receipt mentioning that service will be activiate in 4 hours. at 9.7.5 I called customer exuection he told that still gprs service is not activiated on my mobile, when i request him to transfer the call to the supervisor he said supervisor is bussy on another line and he will back after 0.5 hours and service will also be activiated in 0.5 hour.
Till 18/4/08 time 11.36.10 the service was not activated on my mobile I called customer care execution and spoke to Mr. Jadhav he also told me that the service will be activiate within 2 hours, I told him to transfer the call to the supervisor, he first declined when I shouted on him he transferred the call to Ms. Smita. She was so roude and she does not know how to talk with the customer, she does not have any right to sit at supervisory level if she dont know the meaning of customer care. After a huge argument I told her to give me the details of my bills about the gprs charges, we was telling me to check on the web site, I told her that I am requesting you to give me gprs service you are not giving me the service then how can I check my bell on net. I told to take request to provide me the detail report of all the charges leived on me because of gprs & net on phone and from when to when the charges applied.
She was not ready to leson to my request she was just repeting that you have to check on web or I have to pay Rs. 50/- for the same. After a huge argument she kept my phone on hold for more than 1 & 5 hour.
I would like to request you to check the case throughly and take the necessary action, because I dont thing that I am wrong at any point.
And also I would like to have all details that how many time I contacted 121 for assistance, what was the communication.
Irfan Shaikh