Airtel — No response to repeated complaints filed for recent call drops at my home.

Bipin T S

from Bengaluru, Karnataka

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

I am using AIRTEL mobile service ([protected]) from last 15 years. From 20-Oct-2015, the Airtel Mobile signal strength in our area has reduced. Me and many of my layout residents (majority of them are airtel subscribers) are facing sever call drop / call disconnection / call establishment problems. We had FULL signal inside our homes prior to 20-Oct-2015. The signal strength / quality reduced drastically after that. Address of location is as follows: Kaveri Street, Opposite SHELL petrol pump, Basavanagar, Marathalli, Bangalore - 560037. 1) Till 12-Nov, i visited AIRTEL office in Basavanagar many times. I was told to wait till 10-Nov for the problem resolution. However, the problem was not resolved on 10-Nov. 2) On 12-Nov, i raised complained ticket #66246410. I was promised a resolution within 2 working days. On 13-Nov, i got a call from AIRTEL stating that the issue is resolved with some parameter adjustment in our area. I agreed to check. However, there was no change in the problem status. On 14-Nov, i called up airtel and quoted the complaint ID, the call center person told me that the problem was marked as "CLOSED" with my consent. But, i never gave any confirmation to AIRTEL that the problem was resolved. When i mentioned this, the call center person mentioned that he will escalate 66246410 and resolve the problem within 1 day. I waited till 15-Nov, but there was no resolution provided. My airtel connection is a company "Business" connection. I am affected when my clients and company colleages aren't able to reach me. I am losing business. AIRTEL should at least let me know WHEN this issue will be resolved. If this issue cannot be resolved, i need AIRTEL to confirm this so that i can move on with another provider.

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Airtel Customer Care

from Mumbai, Maharashtra

Verified Support

Dear Bipin,

This is with reference to your post dated 16 November 2015.

We would like to acknowledge that we are working to address your concern as soon as possible.

We will connect with you to get additional details, if required, to resolve the concern effectively.

You can also get in touch with us at airtel.[protected]@airtel.com

Regards
Umesh Arora
airtelpresence (airtel customer service team)
bharti airtel ltd
airtel.[protected]@airtel.com
Connect with us 24X7. We will be happy to assist you with a swift resolution to your queries on all our products and services

Twitter - www.twitter.com/airtel_presence
Facebook - www.facebook.com/bhartiairtelltd

Bipin T S

from Bengaluru, Karnataka

I was promised a progress on this issue 1.47 pm on 20 nov. I did not get it. I do know that a representative from airtel visited my premises to check the signal. But the visit happened only yesterday (after your promised resolution time).

We are still facing the call drop issue and day by day i am incurring substantial loss only due to airtel.

Please let me know when this issue can be resolved.

Bipin T S

from Bengaluru, Karnataka

I got a response from AIRTEL nodalofficer.[protected]@in.airtel.com

=============================================================
Greetings from Airtel!

This is in reference to the email regarding Network issue for your Airtel Mobile number [protected].

As per the service request number 66300392 update, I would like to inform you that our network team tried contacting you several times but unable to establish to reach you.

Hence, I request you to please revert the suitable timings to fix an appointment.

Requesting your kind co-operation in this regard.

For any further queries, please do email. I would be delighted to assist you.

Customer touch points:

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

Level 2: Nodal Team: nodalofficer.[protected]@in.airtel.com and ([protected]), working hours: 9:30 AM to 6:30 PM, Monday to Friday.

Level 3: Appellate Authority: appellate.[protected]@in.airtel.com and ([protected]), working hours: 9:30 AM to 6:30 PM, Monday to Friday.

Please visit our website www.airtel.in for a range of products and services.

Yours sincerely
Soumya
bharti airtel limited

================================================================================...⇄

I replied as follows:

Hi Soumya,

This is wrong. please do not mention excuses if you are unable to fix the issue.

Mr. Gowda ([protected]) has visited my house and checked the issue. please check my call records if you need proof. I have spoken to him several times. Mr. Gowda claimed he is from airtel and he is a technician.

For your info:

16 nov : i escalated call to airtel nodal office. promised resolution by 20 nov.

18 nov : mr. gowda from airtel calls me in the morning. i attended the call.we fixed appointment after 6.00 pm. he did not turn up. i called him several times. he did not pick up

20 nov : mr. gowda calls me again. he visited my house and was able to check the issue.

21 nov : no one has called me from airtel and updated status.

please note tht the original problem is call drop. If you call me on my number and you cannot reach me, it is due to bad signal quality from your side. Dont blame customer for this.

Not able to reach me is not an excuse for you. Even if you stand in front of my house... the issue happens.

Also, i had given alternate contact numbers. no one has called on tbose either.

I think i will raise this issue to consumer court