[Resolved]  Airtel — Faulty set box provided - twice & refusal for cancellation by airtel

Address:

Bangalore, Karnataka, 560064

STB # [protected]

We had purchased a new HD recording DTH from Airtel in 2015. After 3 months of recording, we saw that the Set Top Box (STB) was not recording most of the set channels, and we launched an official complaint with the Airtel Customer service. When the local field officer contacted us he said that the STB is not available and we have to wait for our replacement. After repeated follow ups and after 8 months of waiting, we were given a replacement by the allocated field officers near our area.

The problem with the second STB was that Airtel failed to issue us a new STB in replacement of our defective one which was still under the warranty period. So after 11 months of waiting on the 12th month the 2nd replaced STB started having software update issues. (attached picture for reference)

We registered a complaint once and it was told that since the warranty had expired we needed to buy a new STB. This was an absolute shocker. We ignored the same and continued with the faulty temporary software update STB since we didn't want to pay another hefty amount.

Now, on 14th April 2017, our STB has stopped working completely and the screen is stuck at zero percent software update. (attached is the picture as of today 25th April 2017.)

We launched a complaint with Airtel customer service agents and I have spoken to so many of them and the names are as below:
Mr. Hari
Mr. Rahul
Mr. Sudarshan
Ms. Priyanka (Twice)
Mr. Arun (Twice)
Mr. Satish
Mr. JayGanesh

Escalation Managers: Mr. AnanthRaj & Ms. Shruthi (Twice)

I have never felt so helpless and disappointed at the customer service agents who kept me on wait for an average of 20 mins each person. I have made non-stop calls from 15th April 2017 till today 25th April 2017 and not even one person has come one to check or rectify the STB issue.

We were given Local field officers name & numbers (Mr. Vishwanath & Mr. Lokesh) and both of them had the audacity to tell us that there is no stock available hence they will not come to our place to even check. The STB needs to be changed and there is no stock, so no use to visit our place. The words they spoke was even more shocking.

Finally on 21st April 2017, I called the customer case and spoke with Mr. JayGanesh to take a cancellation request. After 2 days on the 23rd April 2017, I received a call from Ms. Niveditha stating that since I have asked for a cancellation, the amount paid as an advance to Airtel will not be refunded. I was shocked beyond words at the attitude of this young lady who had no clue why we were cancelling and blaming us for the cancellation.

Immediately we called customer care once again and we spoke with Ms. Priyanka & Escalation manager Ms Shruthi once again to take up this matter seriously and to cancel our Airtel subscription since we had no connection or TV from 14th April 2017 and no one attended us till date - 25th April 2017.

And I have also informed them that we are leaving on a holiday on 26th April 2017 and will return only on 22 May 2017. So the disconnection of the STB has to be done immediately.

Till date (25th April 2017) no one has come to take up the matter. Or we have not even received one call from any person from the Airtel team.

Simply amazed at how Airtel is fleecing its customers and holding them at ransom with defective STB and pathetic customer service.

I need my money back for all the torture we had to go through with Airtel DTH services.