Below is the mail which i had to finally write to the highest escalation authority in airtel but still these guys didn’t respond:
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First of all, it is very disappointing that i need to reach out highest escalation authority. But this situatuoon has occurred because of very unprofessional behaviour out of airtel perssonnels of different stature.
I believe, by this you may have already been informed by your internal teams, but if not, then here is the brief what has happened as part of pathetic service is have received from airtel.
Because of very high urgency, i discussed and booked airtel high speed broadband service yesterday. It was committed by sales representative-‘venkatesh puvvada’ that i will get my active connection yesterday itself by evening 5:00 pm. I cross-confirmed multiple times with him and he mentioned that as it is closing of july month, so definitely i will get connection lately by 9:30 or 10:00 pm. He was very eager to collect in collecting documents and advance money from me. I did whatever he asked me to do. Even though i had doctors appointment at 5, if met doctor earlier only and made myself available by 5:30 pm and informed venkatesh regarding my availability, half an hour early, at 5:00 pm himself, exactly what he asked me to do. No one contacted me around 5:30 pm. I messaged him between 5:30 and 6:00 pm regarding status update but didn’t respond anything else that saying his is in meeting and confirematon to get the connection done. I have record of this conversation. Then i talked to venkatesh again at 6:15 pm and he said he will get this done in few hours and update me by 7:15 pm. I kept on waiting for him till 9:00 pm but no response. Because of no internet i missed my super urgent meeting which has caused me loss of rs. 5000/-. I messaged venkatesh at around 9:00 pm itself to stop processing my request because i already have missed the meeting. And asked him to refund my money by 11:00 am next day. As usual, there was no response from him. Then i called him around 9:15 pm last night to inform the same. Initially he didn’t respond but later he said he can get the connection done in few mins. I was waiting for his response till 10:30 pm but nothing happend and when finally he answered my call, he mentioned to call at airtel customer care for money refund.
With this fraud, i tried calling last night but couldn’t succeed. Today, at around 9:30 am, i was finally able to connect with airtel support. After going through round of multiple long hold, i was connected with ms. Hinduja, floor supervisor. I asked her for immediate refund so that i get internet connection with other providers. I don’t have other budget for internet connection and i have to use this money, stuck at airtel, for internet connection. She mentioned about long list of policies and it appeared that airtel is not going to return my money. After long discussion with her, it was finally committed by her that she will share an update regarding my connection by 12:00 pm. For this update and get connection, i had to postpone my office login because i am in super urgent need of internet connection because tonight again i have meeting and failing to attend it will cause me loss of another rs. 5000/-. Again, because of airtel personnel failing to keep their commitment, i only had to call them back. This time i was connected with mr. Gautam gopinath, floor manager and escalation manager. After great rounds of holds, mr. Gautam presents a completely new story. So far there were some technical issues because of which the committed internet connection was not provided to me. This time mr. Gautam mentions that some regional manager had informed him that the security at my apartment complex are not allowing airtel technicians to get the connection done. This theory emerged after such long periods and i was not even informed that some from my apartment security is preventing them from anything. Also, during the call it appeared that someone is calling me. They could be airtel technicians, i am not sure, but they didn’t call me in the agreed time frame of 10:00 am to 12:00 pm. I was waiting asking to mr. Gautam while i was on my way to office. At times he was saying to give him 20-30 mins to get regional manager in call and get the problem solved and other times he was saying it is not possible to get it done today. Finally, i informed him that if i can be compensated of loss which o had yesterday and which i will have today, i can wait for tomorrow but he couldn’t validate it.
Why there is no value of time and money at airtel. Didn’t we learn that in professional world, if we give words and commit something, we have responsibility of that. These all are missing at airtel and i don’t want go with such unprofessional service provider.
I expect at least the personnel at this highest escalation level will have some decency and value towards their work, word and commitment. You will revert back to me at the earliest.
You may do needful,
1. Compensate for my loss and return my money immediately so that i go with other vendor
2. Compensate for my loss and get the connection done at the earliest
3. Let me know about other options like online forums, consumer court, etc. To get a proper and timely resolution
You should listen to conversation i had with airtel representatives and take necessary actions to rectify these issues.
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Airtel customer support has been notified about the posted complaint.
