[Resolved]  Airtel — Calling prepaid customer care is absolutely a waste. Google will help you better.

Address:

560068

I have been an Airtel customer for many years now. I have 4G postpaid router, landline, broadband, 2 DTH and 2 prepaid cellphone accounts with Airtel. I must say their quality of service isn't bad BUT the quality of customer service sucks big time. One of the worst I have encountered in my life, that's pathetic considering Airtel is one of the leading service providers in the country.

Fortunately, until today I never had to contact their prepaid customer service. I had to today (31st August 2016) and the experience was nothing short of hell.

I called to ask why a data recharge I had done on that day was not reflecting on my account and why the data balance isn't being carried over even though I recharged prior to expiry - simple question I think

1st call with agent
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I can hear the agent speak to his colleague and he is blasting some other colleague of his. I hear this for 20 seconds and the he says hello to me. Next 10 seconds he cannot hear me (calling from my Airtel phone). Finally he hears me and I explain my issue.

His first solution after analyzing my problem is - the data recharge I have done is for night data only and that's why it isn't reflecting on my account - WRONG ANSWER and I know its wrong so I confront him.

His second solution is that the current data balance I have is night data only but the recharge was for day data - WRONG ANSWER AGAIN so I confront him.

His third solution is that I have to recharge a DAY BEFORE expiry to carry over data. Recharging 20 hours before expiry means it won't get carried over. I believed him and fell for it but later realized its was the wrong answer after googling.

2nd call with agent
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First 10 seconds he cannot hear me again and believe me I am talking loud. I explain my issue again.

His first solution is that data will not carry over if I recharge for different amounts each time. According to him I should recharge for the same amount each time and then it will carry over. WRONG ANSWER, because I have recharged for different amounts in the past and it has worked fine.

His second solution is that I should recharge for Rs. 154 to carry over data and he is in a hurry to get my confirmation to recharge to that amount. He tells me this is special offer from him because I am a special customer.

When I asked him about the various recharge options offers showing up on MyAirtel mobile app he tells me he doesn't have any app in front of him so he doesn't know about it. Then I tell him he is from Airtel and how come he doesn't know about MyAirtel App to which he tells me his system is slow and hence he is not able to check anything. Based on his memory of recharge options he is suggesting me recharge for Rs. 154.

At this point I really lost it but politely asked him to transfer my call to a supervisor. He insisted not to do that but instead he will try and resolve my issue. I tried him again [I know, i'm cray!] and he started giving me utter non-sense for answers. At this point I adamantly asked him to transfer me to the supervisor. Now he tells me the supervisor is busy and he cant take calls. I tell him I can wait. He says supervisor cannot come on call. I insist and then he did something unbelievable, see below -

He asked me "Is there anything else I can help you with, sir?", I asked to transfer my call to supervisor.

He again asked me "Is there anything else I can help you with, sir?", I repeated the request to transfer.

He asked me the same thing (anything else?) once more and then cut my call ... woow!!

Airtel sends me an SMS with the reference number for this amazing call - RMOAC[protected]

3rd call with agent
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This time I ask for a supervisor straight away. The agent pleads that he can resolve my issue and I explain my issue again.

His solution is that I have enabled family sharing so things aren't working properly. I realize there is no point talking and I ask him to transfer the call. He keeps me on hold for few minutes and comes back to tell me they are all busy. I agree to wait and he puts me on hold for more mins and then I am transferred to the main menu of automated IVR ... OMG!!!

After spending 2 hours on calls, I didn't have the energy to make another call to 121, I thought it may be easier to call up VODAFONE or IDEA and start on number portability procedure. The timing of this call was kinda strange because I was contemplating if I should switch to Reliance Jio and now the inclination is more towards it. I don't know if the customer service there is any better but I guess it can't be this bad.

Few pointers to Airtel management:
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1. Do you guys train your employees at all? I am really startled at the conversations I had today so this question is not rhetorical.

2. Do you record or monitor any of these calls at all? Seems like the agent can do as he pleases, cut the call, put the call on long hold, put us back on IVR. Any quality metrics?

3. You charge 50 paisa per call for prepaid customer care. I really don't mind paying 50 rupees if you can hire better service desk agents who are capable of resolving issues.

4. If you believe bad customer service is better than 'no customer service' then you are WRONG. If you declare "no customer service" then it will spare us from calling up 121 and save ourselves some frustration.

Word of advice to Airtel customers - Google for answers before contacting Airtel prepaid customer service, success rate of getting an answer is exponentially higher in google.

Unfortunately for me I still have no solution.

Peace.