Airtel — not satisfied from services and customer care department : 7-8 months (your 14-15 years old customer)[protected]

Address:	110070
Website:	www.airtel.in

To Airtel Company,

Here by this mail, I would like to apprise you with few realistic facts that your valued old customers are facing, today while customers are having ample options from various service providers and numerous luring offers from other telecom companies, we have always decided to stay with oldest well known company “Airtel”. The real problem starts like this : from last almost 7-8 months we started facing issues related to signal and connectivity, majorly call drops and time again we called customer care department and informed them about our issues . Many times our problems get solved but connectivity issues was always a problem . One of our old complaint was not closed even after months passed (January, 2018 onwards and still unresolved).

Finally after various complaints last week my wife’s phone, started showing “no service” and she called up customer care, nothing happened . On 20.09.2018, I was on tour and unable to contact my family so I called up customer care myself and registered complaint for my wife’s number, the executive explained that “micro sim” is no longer working and we have to change it . Important to note here we were never provided any complaints number nor any message came for complaints we registered many times (5-6 months ).

On 24.09.2018 besides busy, I visited many company’s outlets and surprised to see, none of the outlet seems serious in attending customers . I visited Nangal Raya center at 2.45 pm they told me to come after 45 minutes as they were having lunch that time . I then visited Masoodpur, Vasant Kunj branch where I was told that I can’t get the micro sim as my wife has to be present there ( I was carrying adhaar and other proofs ) . My wife and son is suffering from fever ( 102-103 C) unable to come I told them and they refused, I callled up customer care at 5.00 Pm and some Mr.Sohail picked up with whom I discussed the issues and my problem, he assured that by 7.00 Pm I will get sim delivered at home . I was really happy to hear this and was thinking that Airtel value old customers and Going to help me out . He even gave me lead numbers : [protected].

I waited but no message or person came to deliever the sim, finally I again called customer care ( you have to try various complicated options to speak to executives ) and this time wish to speak to some senior so my problem get resolved, after waiting for 25 minutes I was told that senior person named “Mr. Promod Kumar” will be online, finally Mr.Promod came on, one and resolved all my issues (8 months old ) by suggesting me to port out of Airtel . He seems angry, he was unkind and bit harsh . He refused about any option of sim card being delivered at home . I was totally shocked and again asked him if there is any possibility of sim if can be delivered at home as my wife is unwell he bluntly said NO .

My 15 years of association with Airtel, my so called status of “old and sincere customer” status ( in my mind only ) all came to and end .

Today I then requested for port to TRAI, thinking who’s fault is it ? Should we have people like Mr.Promod Kumar on such senior position . His mere few kind words, his few extra step ( Delievering of micro sim at home if he understood my family was ill ) could have forced me to stay with Airtel .

This just could be one story for all of you, a customer with just 2 connection today you may lose . Believe me like me many are there who are not happy with Airtel anymore . Numbers then could be in million - “it’s not competitor who is strong, it is we who are weak”.

Regards,

Deepak Agarwal
New Delhi