Airtel — Unprofessional and shocking treatment

Address:

Chandigarh, Chandigarh

6th August 2015 T0 WHOM IT MAY CONCERN Dear Sir / Madam, This is in regard to the ASTONISHINGLY POOR and EXTREMELY RUDE customer service I have received from your Airtel store in Sector 27, Chandigarh. The reason for my visit there was to change ownership of three (3) phone numbers that my family members own to my name. I was getting this done in order to consolidate my family bills into one bill and avail your new My Plan for Families. Which my family thought is a great initiative on Airtel's behalf. My agonizing experience with your firms Sector 27, Chandigarh store is detailed below: 1.) First I rang the customer care number (121) and enquired on how to go about getting the change to My Plan for Families made. 2.) Your customer service agent informed me that I need to take No Objections Certificates (NOC's) from each mobile number owner and their ID's along with my ID (address proof), PAN card and three (3) Passport size photographs to any Airtel store and the same will be taken care of within 30 hours of my request being lodged. 3.) I decided to go to your store that was nearest to me, namely SCF 8, Sector 27, Chandigarh. 4.) I went there on the 4th of August at approximately 4pm. Handed over all the required documents. Signed all the required paperwork and was given three (3) SIM cards and told that within 30 hours my current SIM cards will stop working and when this happens I am to insert the new SIM cards and dial 59059 for a verification call and everything will be sorted. So far so good. 5.) Now, come the next day (5th of August) the services on two (2) out of the three (3) phone numbers were disconnected. I thought well and good, I should now insert the new SIM and make that verification phone call and I will be good to go. OH BOY!!! WAS I WRONG!!! 6.) I made numerous attempts to dial that number (59059). However, each time I tried doing this my phone kept saying "no network coverage". I must have dialed that STU**D number at least 100 times over the course of the day and the next day (6th of August) but my services never resumed. And YES!!! I DID SWITH ON AND OFF MY PHONE about 30 times as well. STILL NO NETWORK COVERAGE. 7.) Now it is the evening of the 6th of August, more than 52 hours since I first walked into your Airtel store in Sector 27, Chandigarh and my phone is still not working??? Neither is my old SIM nor the new one working. So I have been without phone services for the entire day today and yesterday evening. In short, my situation is now WORSE than it was before I walked into the store!!! 8.) Due to the situation that I found myself in I was extremely pissed off, therefore I sent a txt message to the Airtel employee I was dealing with at the Sector 27 store. Her name is Roopjeet. The EXACT contents of my message were "What is the status of my ownership change??? It has now been 48 hrs since I put in the request??? Why is it taking so long??? I spoke to Airtel customer care and they said that it should not take so long??? Wtf is going on???" Roopjeet replied to my txt message with "C how rubbish language csts use" 9.) Now, keeping in mind the low level of education that your customer service representatives usually possess, I can understand the rather poor grasp on the English language. However, it doesn’t take a genius to figure out what she was trying her best to imply: That now see how your bad language is going to cost you. 10.) At this point, I am ABSOLUTELY FLABBERGASTED with the AUDACITY of the woman. ARE ALL AIRTEL EMPLOYEES TRAINED TO BE SO RUDE AND VINDICTIVE TO CUSTOMERS??? 11.) THAT’S IT!!! NO [censored]ING EXPLANATION… JUST TELL YOUR CUSTOMER THAT BECAUSE HE/SHE USED "rubbish language" THEY ARE GOING TO MAKE THEM SUFFER BECAUSE YOU AS AN AIRTEL EMPLOYEE HAVE CONTROL OVER THEIR PHONE CONNECTION AND YOU WILL NOT ACTIVATE THEIR PHONE FOR AS LONG AS F"""ING POSSIBLE. What is Airtel trying to portray to the country??? That their employees can be rude and vindictive just because they sit behind a ST***D computer screen that controls your mobile network??? 12.) Upon receiving this txt message I decided to ring her and find out what the problem was and why she was offended when If there is anyone who should be offended / angry it should clearly be me. I spoke to her on the phone and she told me that nothing can be done about my ownership change and that I would have to wait. I asked her how much longer do I have to wait? It has already been two days. To this she replied that she doesn't know and that "unfortunately our head office is sealed today due to which the activation can not be done". To this I protested, saying surely it can be done from another office because it is a systems based task and not a physical location based one. She said "NO" and said I should talk to her superiors. Now I was put onto someone called Mr. Jagpal who is the DU for that store. I am sorry to say, but I went from talking to one mindless person to an even worse one. I made absolutely no headway in the matter with Mr. Jagpal either and by then had had enough of dealing with low intelligence human beings so I said ok thank you and hung up the phone. 13.) Now, can someone with slightly more intelligence explain to me what the F""K is that supposed to mean??? What do you mean by your head office is SEALED??? Why have an office if it is going to be SEALED??? I mean you claim to be an IT and TELECOMMUNICATIONS company. Surely if one of your offices is SEALED (for whatever reasons) you can RING / SMS / MAIL one of your other offices to get the job done. I REFUSE to believe that ALL of Airtel's phone connection activations happen at just this ONE F"""ING office which gets SEALED when an employee with the IQ of less than a donkey is dealing with me. Was she really thinking that I would buy her story that because this office is sealed NOTHING CAN BE DONE!!! I MEAN FOR F""K SAKE!!! Are you guys running India's leading mobile phone service or a F"""ING CIRCUS??? Because it sure seems like your organization is FULL OF CLOWNS. Now, I have LOST ONE FULL DAYS WORTH OF BUSINESS PHONE CALLS BECAUSE OF YOUR EMPLOYEE'S VINDICTIVENESS. AND ALL THIS JUST BECAUSE MY FAMILY WANTED TO CHANGE THEIR MOBILE PLAN TO A CONSOLIDATED ONE FOR THE ENTIRE FAMILY!!! WHICH, INCIDENTALLY HAS STILL NOT BEEN DONE!!! WHY DO YOU GUYS AT AIRTEL MAKE IT SO F"""ING HARD TO DO THE SIMPLEST OF THINGS??? WHY??? Why couldn't I have just walked into the Airtel store and told them "Hey, here are my family's four (4) postpaid mobile phone connections with the SAME ADDRESS, and SAME LAST NAME. Can you please merge them into one so that we can avail your new My Plan for Families". Why do you guys have to make it SOOOOO F"""ING hard to do such simple things. I mean what is the need to change ownership??? Isn't it F"""ING CLEAR the these four people LIVE ON THE SAME PROPERTY AND SHARE THE SAME LAST NAME so it is fairly reasonable to assume that they are part of ONE FAMILY therefore lets just click a few buttons and consolidate their phone bills so they can avail this new plan and continue to be happy customers??? Why do you guys have to make your customers jump through multiple hoops just to get SUCH A F"""ING SIMPLE THING DONE??? WHY??? SURELY THERE MUST BE A SIMPLER WAY TO RUN YOUR ORGANIZATION… SURELY… Please forward a copy of this letter to Mr. Gopal Vittal AND Mr. Sunil B Mittal. They need to know the kind of nincompoops they are employing. I trust this will be done without hesitation AND that my concern will be escalated to the highest authority in your firm.