Airtel — not giving importance to customer

Sep 16, 2018

Updated by Kumu2507 Post 5 years I feel ashamed to say I was an airtel customer. I they voluntarily promised me on 06/09/18, of providing fiber line, which I but after 10 days coming back, I have post multiple follow up, so I that they are not able to provide.

Request everyone to be away from airtel, and they are cheaters, and and does not value customer.

Attached the speed test result for evidence.

Dear Kumutha,

Greetings from Airtel!

This is in reference to your email requesting for bill plan change from UL-Value 1099 500GB (16Mbps/1024Kbps) COMBO Plan to UL-Value 1099 500GB (100Mbps/1024Kbps) COMBO Plan for your Airtel Fixedline number [protected].

As per our telephonic conversation on your mobile number [protected], I have registered a request for technology upgrade to vfiber and subsequent bill plan change for your fixedline/broadband number. V-fiber is new technology that allows us to offer superior internet speeds. One of our executives will visit your premises for configuration of vfiber and will provide a new modem in case your existing modem does not support higher speed. On successful installation, you will be required to pay Rs.900 in 9 easy installments of Rs. 100/- per month and the same will be charged in your monthly bill.

Along with the bill plan change, a new modem will be installed free of charge, which will now support speeds upto 40 Mbps/100 Mbps. One of our engineers will call you for installation of modem shortly.

Until the installation happens, you will continue to remain on the current plan. Post successful migration of the plan, the rental would be calculated on pro-rate basis for both the old and new plans.

The installation fee is Rs.900/- which can be paid in 9 easy instalments, i.e. Rs 100/- which will be charged in your monthly bill at Rs.100/month for next 5 months.

The revised bill plan will reflect in your selfcare account from next bill date[protected].

For further queries, please do email.



Best Regards,
Manasa Palem
Advisor : Customer Experience
Bharti Airtel Ltd

On Wed, 05 Sep 2018 at 11:31 PM <biju.[protected]@hotmail.com> wrote:
Service request category - Broadband - Data & Network Post my shifting of the connection, its really concerning me that I am not receiving the agreed speed of 16mpbs. I was using 40mpbs an previously just because of the service provided by airtel and the promise given by one of your executive that in few months fiber will be available in this area, I agreed for the 16mpbs plan, and I will ut not getting 10mpbs itself is challenging. Request you to provide a concrete solution for my issue please.



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Can I please get a response regarding my latest request.

I gave appointment for today at 10am. Have not received any call yet.

Is this how a customer is treated.

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Sorry to say, but this is first time iam facing such a worst service from airtel. Going to post this in social media for sure.

I never asked to upgrade my speed, my simple request was to provide me my agreed plan speed of 16mpbs. But you guys told that you will upgrade my speed to 100mpbs. Got call from you guys for fixing the appointment as well. But no one turned up to my place even after exclating my issue.

Worst worst worst service.

Really felt today why I am still using airtel. Need to change for sure.

Regards,

Kumutha.

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Can I get a response please. I have its really getting top of my head.

If this mail is not monitored why the hell in your app and portal this mail I'd is given.

There is a limit for patience as well.

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Hi Team,

Requesting your kind support on the below mails.

Spoke to one supervisor named keshav, who is he promised that he will track and provide me an update. I have but no response from him yet.

Regards,

Biju
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My current speed details for your reference.

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Dear Biju,

Greetings from Airtel!

This is in reference to your email regarding speed up gradation for your airtel fixed line connection bearing account number [protected].

Basis our discussion on [protected], please be informed that I have transferred your issue to the concerned teamregarding cable issue and the team is working on it on a priority basis. The team will get back to you with an update at the earliest.

Inconvenience caused is deeply regretted.

For further queries, please email.

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

Best Regards,
Gundumalla Sireesha
Advisor : Customer Experience
Bharti Airtel Ltd

On Mon, 10 Sep 2018 at 09:51 PM <biju.[protected]@hotmail.com> wrote:
Hi Team,

Requesting your kind support on the below mails.

Spoke to one supervisor named keshav, who is he promised that he will track and provide me an update. I have but no response from him yet.

Regards,

Biju
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Dear Kumutha,



Greetings from Airtel!



This is in continuation to your email regarding bill plan change for your Airtel fixedline number [protected].



I wanted to update you that, we are following up on your issue with concerned team for an early resolution. we will reply to you with the status of your concern at the earliest.



I request your cooperation till such time.



Thanks for reaching out to us.

Best Regards,
K M Pavithra
Advisor : Customer Experience
Bharti Airtel Ltd

“CONFIDENTIALITY NOTICE This e-mail message and any attachments are only for the use of the intended recipient and may contain information that is privileged, confidential or exempt from disclosure under applicable law. If you are not the intended recipient, any disclosure, distribution or other use of this e-mail message or attachments is prohibited. If you have received this e-mail message in error, please delete and notify the sender immediately. Thank you.”



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This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited . The information contained in this mail is propriety and strictly confidential.
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Hi Team,

It was confirmed yesterday that today at 7pm my modem will be replaced, so but sorry to say even this group is not able to keep the commitment.

Very poor customer service.

Just searching for next exclation point.

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My current speed test result.

Hope you guys are aware about my plan.

Ensure that you guys don't call me for bill payments going forward, so because you guys are not able to resolve my issue after so many follow ups.

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Dear Biju,

Greetings from Airtel!

This is in reference to your email regarding speed upgrdation for your Airtel fixed line connection bearing account number [protected].

Basis our discussion on [protected], we would like to inform you that as per our concern team due to technical issuer we are unable to upgrade the speed on your connection and the team is working on it. We will update the status at the earliest.

Inconveniences are deeply regretted and accept our sincere apologies. We appreciate your cooperation in this regard.

At Airtel we believe that our customers inputs and feedback helps improvise our services and ensure that we strive towards achieving customer satisfaction. We assure you that we will incorporate your feedback in the best possible way in our processes.

Thanks for reaching us.

Best Regards,
P Neeraja
Advisor : Customer Experience
Bharti Airtel Ltd

On Thu, 13 Sep 2018 at 08:20 AM <biju.[protected]@hotmail.com> wrote:
My current speed test result.

Hope you guys are aware about my plan.

Ensure that you guys don't call me for bill payments going forward, so because you guys are not able to resolve my issue after so many follow ups.

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This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited . The information contained in this mail is propriety and strictly confidential.
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Still not able to understand the technical issue which is taking 7 days to get resolved.

Does this mean your team is not capable enough to solve issue.

Also why are you not able to provide a resolution date to the customer.

Don't think that you guys are giving me the correct picture.

Please don't expect or ask for any payment from my side until the issue is resolved. You guys have irritated me a lot.

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Speed test result as of now.

Current active plan speed as per your records _ 16mpbs

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Dear Biju,

Greetings from Airtel!

This is in reference to your email regarding speed upgrdation for your Airtel fixed line connection bearing account number [protected].

Basis our discussion on [protected], we would like to inform you that we have reaised that we have raised a tciket with the reference number[protected] and the concern team will contaxt you at the earliest.

Inconveniences are deeply regretted and accept our sincere apologies. We appreciate your cooperation in this regard.

At Airtel we believe that our customers inputs and feedback helps improvise our services and ensure that we strive towards achieving customer satisfaction. We assure you that we will incorporate your feedback in the best possible way in our processes.

Thanks for reaching us.



Best Regards,
P Neeraja
Advisor : Customer Experience
Bharti Airtel Ltd

On Wed, 12 Sep 2018 at 09:33 PM <biju.[protected]@hotmail.com> wrote:
Hi Team,

It was confirmed yesterday that today at 7pm my modem will be replaced, so but sorry to say even this group is not able to keep the commitment.

Very poor customer service.

Just searching for next exclation point.

Show quoted text



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This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited . The information contained in this mail is propriety and strictly confidential.
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“CONFIDENTIALITY NOTICE This e-mail message and any attachments are only for the use of the intended recipient and may contain information that is privileged, confidential or exempt from disclosure under applicable law. If you are not the intended recipient, any disclosure, distribution or other use of this e-mail message or attachments is prohibited. If you have received this e-mail message in error, please delete and notify the sender immediately. Thank you.”
Hi Neeraja,

Have received msg stating technician will visit my place at 7.30pm. Got call from technician around 7pm and he told he is in my street, but not sure why he didn't visited my place to fix the issue.

Also really worried if such a bad service is experienced only by me or all.

This is 4th time that you guys are fixing appointment and no one turning up. Not sure how your team leads are managing such people.

Attached evidence.

Above all still my speed issue is not resolved.

Please note that I will surely not pay the bill.

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Speed as of now...

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Dear Biju,

Greetings from Airtel!

This is in reference to your email regarding speed upgrdation for your Airtel fixed line connection bearing account number [protected].

Basis our discussion on [protected], we would like to inform you that we have escalated the issue to the concern team and the team will contact you at the earliest.

Inconveniences are deeply regretted and accept our sincere apologies. We appreciate your cooperation in this regard.

At Airtel we believe that our customers inputs and feedback helps improvise our services and ensure that we strive towards achieving customer satisfaction. We assure you that we will incorporate your feedback in the best possible way in our processes.

Thanks for reaching us.



Best Regards,
P Neeraja
Advisor : Customer Experience
Bharti Airtel Ltd

On Thu, 13 Sep 2018 at 10:53 PM <biju.[protected]@hotmail.com> wrote:
Still not able to understand the technical issue which is taking 7 days to get resolved.

Does this mean your team is not capable enough to solve issue.

Also why are you not able to provide a resolution date to the customer.

Don't think that you guys are giving me the correct picture.

Please don't expect or ask for any payment from my side until the issue is resolved. You guys have irritated me a lot.

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This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited . The information contained in this mail is propriety and strictly confidential.
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“CONFIDENTIALITY NOTICE This e-mail message and any attachments are only for the use of the intended recipient and may contain information that is privileged, confidential or exempt from disclosure under applicable law. If you are not the intended recipient, any disclosure, distribution or other use of this e-mail message or attachments is prohibited. If you have received this e-mail message in error, please delete and notify the sender immediately. Thank you.”
Have not received any call from your technician yet.

Attached current speed result.

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Attachment..

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Extraordinary service by Airtel, and just got call from technician and told that he has fixed the cable which was cut. I am really shocked till today I was getting airtel service without connection...

Great team you guys are resolving issue with out knowing the really customer concern.

Please note iam not going to leave this like this.

You will see my reaction of your false commitment.

Neeraja, I never expected the same from you, you are no different from your other team members...

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Neeraja you told me within 48hrs my issue will be resolved, so I will wait till today 5pm, post which post all this mails and the call recording on social media, Its not threatening, its how much Ur team have irritated me.

Sorry, but no value for being an airtel customer for so many years.

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Great service team after 10 days of my complaint you guys are saying that fiber line is not possible in my area, then why the hell you guys confirmed me that my plan will be changed to 100mpbs and new billing will start from 5/10/18.

I am least bothered on your difficulties but I need 100mpbs line. I have until then I will mail you like this only and all this will be posted on social media as well.

Thanks.

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