[Resolved]  Airtel — Broadband modem upgrade delay

Address:	Bangalore, Karnataka, 560037
Website:	airtel.co.in

Dell - Internal Use - Confidential

From: WM, KURT
Sent: Monday, January 2, 2017 2:36 PM
To: 'nodal.[protected]@in.airtel.com'
Cc: 'appellate.[protected]@in.airtel.com' ; '[protected]@in.airtel.com'
Subject: RE: RE: RE: MODEM INSTALLATION DELAY FOR BROADBAND CONNECTION UPGRADE [protected]_KK

Dell - Internal Use - Confidential
Hi Airtel,

Thank you for getting back, however I would like to point out your follow up below does little to let me know when my modem would be replaced and configured.
I would like to point out that it’s been more than 2 week since I have raised the order, I have not received a single call from Airtel advising me on the reason for the delay or to set an expectation of when the upgrade work take place.
I would assume Airtel as a company respects its customers time as any other competing telecom company out there and should least have the courtesy to keep its customers informed proactively around delays and set expectations in advance.
Honestly speaking in my 10 years relationship with Airtel this has been the most disappointing experience ever.

Awaiting a call to let me know the reason for the delay and when would this order be fulfilled.

Regards,
~Kurt

From: nodal.[protected]@in.airtel.com [mailto:nodal.[protected]@in.airtel.com]
Sent: Monday, January 2, 2017 2:15 PM
To: WM, KURT
Subject: Re: RE: RE: MODEM INSTALLATION DELAY FOR BROADBAND CONNECTION UPGRADE [protected]_KK

Dear Kurt,
This is in reference to your email expressing concern over modem replacement for your airtel fixed line connection bearing account number [protected].
I understand that delay in response to your email has caused inconvenience to you and I thank you for your patience.
I understand the delay in responding to your e-mail has caused inconvenience to you and I thank you for your patience.
Foremost, I would like to share that it is our continuous endeavour to provide high quality service to the satisfaction of all our customers. However, despite our constant efforts we are unable to achieve complete success due to external factors beyond our control.
Basis your email, I would like to inform you that I have highlighted and forwarded your feedback regarding the anguish you are facing due to delay in resolution of the above mentioned issue to the concerned team.
Further, I would like to inform you that post validation it was found the team working on your issue on the priority basis. Please allow us some more time to provide you a resolution up to your satisfaction level.
Inconvenience is deeply regretted and we appreciate your cooperation in this regard.
For further queries, please do email.
Customer touch points:
Level 1: Customer Care: [protected]@in.airtel.com and 121/198, working hours - 24/7.
Level 2: Nodal Team: nodal.[protected]@in.airtel.com and[protected], working hours: 9:30 to 6:30, Monday to Friday.
Level 3: Appellate Authority: appellate.[protected]@in.airtel.com and[protected], working hours: 9:30 to 6:30, Monday to Friday.
Please visit our website www.airtel.in for a range of products and services.
Warm Regards,
Sunil Tamang

bharti airtel limited

[protected]Original Message[protected]
From: Kurt.[protected]@dell.com
To: nodal.[protected]@in.airtel.com
Cc:
Sent: 28/12/2016 02:50:14 PM
Subject: RE: RE: MODEM INSTALLATION DELAY FOR BROADBAND CONNECTION UPGRADE [protected]_KK

Dell - Internal Use - Confidential

Hi Team,

It¿s been 48 hours since I have received this mail, and I have not been contacted by your said department.

Please have them call me.

Regards,

~Kurt.

From: nodal.[protected]@in.airtel.com [mailto:nodal.[protected]@in.airtel.com]

Sent: Monday, December 26, 2016 9:54 AM

To: WM, KURT

Subject: Re: RE: MODEM INSTALLATION DELAY FOR BROADBAND CONNECTION UPGRADE [protected]_KK

Dear Kurt,

Greetings from airtel!

This is in reference to your email expressing concern over modem replacement for your airtel fixedline connection, bearing account no. [protected] & telephone no. [protected].

I understand that delay in response to your email has caused inconvenience to you and I thank you for your patience.

As discussed with you on your mobile number [protected], we have forwarded your complaint regarding modem replacement to the concerned team. Our team will be contacting you with an update on the same within 48 hours.

Inconvenience is deeply regretted and we appreciate your cooperation in this regard.

Customer touch points:

Level 1: Customer Care: HYPERLINK "mailto:[protected]@in.airtel.com"[protected]@in.airtel.com and 121/198, working hours - 24/7.

Level 2: Nodal Team: HYPERLINK "mailto:nodal.[protected]@in.airtel.com"nodal.[protected]@in.airtel.com and[protected], working hours: 9:30 to 6:30, Monday to Friday.

Level 3: Appellate Authority: HYPERLINK "mailto:appellate.[protected]@in.airtel.com"appellate.[protected]@in.airtel.com and[protected], working hours: 9:30 to 6:30, Monday to Friday.

Please visit our website HYPERLINK "http://www.airtel.in"www.airtel.in for a range of products and services.

Best Regards,

Rajkumar Neelakantan.

bharti airtel limited

[protected]Original Message[protected]

From: HYPERLINK "mailto:Kurt.[protected]@dell.com"Kurt.[protected]@dell.com

To: HYPERLINK "mailto:nodal.[protected]@in.airtel.com"nodal.[protected]@in.airtel.com

Cc:

Sent: 23/12/2016 05:04:56 PM

Subject: RE: MODEM INSTALLATION DELAY FOR BROADBAND CONNECTION UPGRADE [protected]_KK

Dell - Internal Use - Confidential

Hi Anand,

Thanks for getting back.

As discussed I would like to know who or what caused the unneeded delay and what is being done as a corrective action for future instances of this?

Regards,

~Kurt.

From: HYPERLINK "mailto:nodal.[protected]@in.airtel.com"nodal.[protected]@in.airtel.com [mailto:nodal.[protected]@in.airtel.com]

Sent: Friday, December 23, 2016 4:28 PM

To: WM, KURT

Subject: Re: MODEM INSTALLATION DELAY FOR BROADBAND CONNECTION UPGRADE [protected]_KK

Dear Kurt,

Greetings from airtel!

This is in reference to your email expressing concern over modem replacement for your airtel fixedline connection, bearing account no. [protected] & telephone no. [protected].