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Delivery of duplicate sim for prepaid connection
W had harrowing experience we have at the hands of #bharti_airtel staff including nodal appellate authority mumbai, #avinash, #gowthami, #danish, #suresh, #saritha, #mazhar, #sangeetha, #shaik_shabaz_hussain advisor_customer_experience
For more than 4 weeks, they bluffed & kept dishing out outright lies and did nothing to address our concerns.
Even #nodal_appellate_officer_mumbai kept lying again and again for more than 19 days without moving at all in the matter.
On 25th july we recharged our prepaid airtel number 9136829xxx, but it did not activate. We lodged a complaint on airtel_presence.
On 28 july, #avinash asked for our address details for sending new sim.
Gowthami asked for sim holders address proof. We sent the required proof.
On 30 july we asked them for the status
1 aug : our team is working on it #suresh
2 aug :working on it #danish
3 aug #sharmila_wankhede called and assured dilivery by 4th aug
4 aug, #sharmila_wankhed called - could not deliver sim as staff was on leave.
On 4 aug, we wrote to #airtel_nodal_appellate_officer_mumbai
On 6 aug, #airtel_nodal_appellate_officer_mumbai: revert us with complete address details along with pin code
On 7 aug, #airtel_nodal_appellate_officer_mumbai responded: team is working on your request on priority and will update status within 24-48 hs.
On 12 aug, shaik shabaz hussain wrote on behalf of #airtel_nodal_appellate_officer_mumbai: your request is still in progress. Will revert to you very soon with a resolution.
On 12 august 2020, we wrote: mr. Jain, i have appealed to you and request you to respond directly instead of your juniors. Pl do so at the earliest.
On 16 aug nodal officer wrote: our team is working on this issue on priority and we will update you once it is done. we request your cooperation till such time.
On 21 august 2020 nodal officer wrote:our team is working on this issue on priority and we will update you once it is done.
The end result is that on 18 august 2020, despite being senior citizens, we went to the airtel gallery and obtained the duplicate sim.
Still even as late as 21 august 2020, the nodal officer wrote to us that: “ our team is working on this issue on priority and we will update you once it is done”.
wonder what #nodal_appellate _authority_mumbai, #avinash, #gowthami, #danish, #suresh, #saritha #mazhar #sangeetha, #shaik_shabaz_hussain have been doing for all the previous 4 weeks since 25th july 2020.
and how much money has been spent on their salary for not working on this issue. Will #bharti_aitel enquire into their #non_working, #incompetence, #inefficiency, #unethical_behaviour #false_assurances and #bluffing_customer and tarnishing the image and reputation of the company in the eyes of its more than 32 crore subscribers.
i wonder what type of training #bharti_airtel has imparted to its field staff that without doing anything in the matter they keep on shelling out heaps o[censored]ntruth repeatedly to hapless customers.
they do not seem to have any consumer service protocol in place, no escalation of pending complaints, no staff accountability and no surveillance at senior level.
wonder how they handle bulk of the complaints they receive or whether the customers keep suffering due to false promises and assurances.
i think, the senior management is not at all involved in the management of customer experience delivery or quality by its middle and lower rung staff.
Trai may conduct a special customer service audit of telcos to arrive at the pathetic condition of indifference, couldnt-care-less attitude of telcos and their senior management.
We lost rs.171 of prepaid amount without using it. We are senior citizens and as per covid conditions are advised to move out in hired transport.
Airtel customer support has been notified about the posted complaint.
Aug 30, 2020
Updated by baalkeeg I have mailed my complaint to Appellate officer Airtel Mumbai also. appellate.[protected]@in.airtel.com
Also to
PGPORTAL [protected]@nic.in via nic.in
My grievance has been registered successfully in Public Grievances Portal.
Registration No. : DOTEL/E/2020/31861.
For more details visit https://pgportal.gov.in/.
