Airtel — failed to stand on their words

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560076

Airtel - the fastest network as well as the high in doing fake promises.

There is no centralized system to track everything.

Payment, network, customer support, configuration support, field support, etc are managed separately such that no body related to any body.

If we register a complaint to customer support, he will just raise a complaint. A network team will contact you again asking for the issue. He will keep that complaint on hold and then transfer to another person. That another person again calls and this process continues till you become serious.

I have a problem with network at my area. For 1 month they have managed to tell that they are working on the issue. Then main story begins.
After one month, i escalated issue to nodal officer, then they started calling and asked for my address. I gave them my address. For a couple of days, i got calls from 15 customer care people, asking for my address and they want to setup the tower and upgrade the signal. They asked me to wait for 72 hrs to get an update. I have waited for 1 week but still no reply. Then i again escalated the same issue and again he asked me the address and stated that, he is sending a team to do a survey. I really don't understand, why they need to do survey again, when there is an approval for server upgradation to setup tower. During 1st month, i was told that, survey is going on, so one month survey is just to fool me and updated some false status.
Again, 10-15 people called me from airtel and ask for address, i have ignored those calls and they simply kept a message that, customer did not co-operate so the process is kept on hold. Immediately i called customer support and explained the same, they said they are not concerned about network issues and asked me to give miss call to another number, which, they will call me back in 2-4hrs.. I gave missed call and got a message that, i have requested for call back and will receive shortly. I have waited for 2 days, but no call.

Then i again escalated to nodal officer, and they again called me and ask for the issue and my address. The same thing repeat.

And again last week, i escalated the same issue to nodal officer, and he called and said that some field work is going and server upgradation process is in middle. I asked him, where field work is going on, he said area name, bangalore.
I asked him again, which lane or cross are they exactly working. He again, told me the same (Area name, bangalore). I asked him, if he knows the correct location, where they are working. He don't know where the field technicians are working and they can't trace them itseems. So, customer support can't help us with network issues and network engineer don't know where his team is working on field. I really don't know how they trace the field technicians.

I have been facing a lot of issues still, and when i ask to compensate for the same, they say that, they are not responsible for payment related things. If i call customer care and explain the same, they say that they don't have any update from network engineers.
So finally, customer care can't explain network issues and status and the one who knows network issues can't trace their team and the network engineer is not responsible for payment things. It shows good team work for making customer fools end of the day. Airtel is growing big due to this team work and going down in terms of customer reputation.

I have 25 emails written to customer support in 2 months out of which only 2-3 emails are replied and that too automated.

I got a call from nodal office today morning and he said that, as i have used my mobile in rest of the time, i need to pay the bill. I told him that, distinguish the calls i do when am at home and outside. So, that i can pay the bill for only calls done outside my home. He said, i should pay full amount irrespective of network issue. Simply in one word, though there is an issue which they are not even trying to fix, i should pay the bill on-time.

If i don't pay the bill, they will disconnect from services, and you can't even call customer care to ask for the reason. When i go to store, they simply say that, they don't have access to check if the number is disconnected. So, until you make a payment, you will not be able to know the reason and even though there is a problem at their end, we first need to pay the bill and then talk to them. And once you pay the bill, when you call customer care, they will just repeat the same words written on answer script what so ever the question you ask, just because they receive the payment, they will ignore us.

Everytime, they keep telling that some work is going on. But no body aware what work is going on. They don't give access to the persons who can really explain the situation. We have access to only dumb fellows whose duty is to study the answer script from top to bottom.

Airtel - shame on you guys that you have grown bigger in terms of money but not in terms of reputation. Come to market and see in bangalore how the network is.

I'm sure this will not help me in any way.. And i even knew that, an automated or polite reply will be given to this for which they are professionally trained.