[Resolved]  Aircel — Pathetic CUSTOMER SERVICE!

FHi,

I would like to share my pathetic experience with Aircel Pune last evening 23rd July’09.
As per the advertisements & marketing by Aircel for their Pocket internet, is very famous and a lot o[censored]sers have started using it. I personally purchased a pocket internet card in pune for my close friend so we can stay in touch as I personally stay in Mumbai.

Since 10pm on 22nd July'09, my friend couldn’t connect to the internet and had various error messages coming up, she called customer services to check if there is any issues with their system or if there is a downtime. However their “CUSTOMER SERVICES” team is so pathetic and has no respect for their customers. They just said our systems are working fine and just kept repeating same things our and asked my friends to do some settings which were already done & haven’t worked. A blank statement used by the employee “Try the settings once again and if it doesn’t work then call us back.”

Is that the way a customer is suppose to be treated?

My friend called them 2am in the night asking for help again and still they repeat the same thing again “Try the settings once again and if it doesn’t work then call us back.”
Then she again calls on 23rd afternoon at 1pm for help, if someone could understand her urgency o[censored]sing their services & she was promised a call back at 3pm, stating someone would call her on the alternate number and help her out. When I checked with her after 4pm if someone called, she was upset & said “NO ONE CALLED”

Once again is that the way a customer is suppose to be treated?

Finally she had to call back the contact center again at 5:06pm, to seek for more assistance as they didn’t care to call back. My friend spoke to some girl this time and that girl was rude, when asked for a manager the girl said in a sarcastic manner “What is the reason?” at last after struggling a manager named “Praveen” was connected and when explained him the situation, he said there is no problem from our side “Its your laptop which is not allowing you to connect”. Hence he asked my friend to un-install the PC suite and re-install it and then try connecting to the internet. However after that still the same old thing.
Finally at 6:44pm she had to call back again to check what else can be done about this situation, I had to join in the conference to understand why we were not getting any help. We spoke to an advisor named “Rohit Singh”, asked to get a manager, as none of the advisors were concerned to help and understand where the fault could be. After 5minutes of hold we spoke to supervisor named “Kedar”. When asked for his last name, he refused to help me with that and bluntly said “This information is sufficient for you”. Even after telling him we need to document who we are speaking with as he is not only one “Kedar” in this world or in his contact center. The advisor “Rohit singh” had already helped me with his complete name i.e. “Kedar Sardesai”. I had to almost repeat myself 10 times and ask him how is he going to help me, all he had to say was you will have to give me all the information again. When asked to check his system and check the logs, again a bluntly we were informed “Systems are not working and the screen is hung, hence he cant check anything and we will have to repeat the entire story once again.”

He started asking questions and when done, said “I will be forwarding the details to my technical team & they will get back to us on that in 24 hours”. I just asked him a simple question “When we were promised a call back today afternoon and that was not done, how can we trust him that the matter is going to looked in to & again their system is not working how will he escalate the matter?” He said “I will email my technical team”.
His tone was so rude that I had reached my frustration level and asked for his manager, Kedar placed us on hold for 3 minutes and says “My manager is busy another call and cant attend us.” When asked for another manager on the floor, he says “No one else is there and only his manager is available and is very busy with another customer.” When asked “Could he check with him, how long would he take to speak to us?” he said “It will take really long and he cant give me a time frame.”. I just told him, “if this is the way Aircel treats their customers all the managers will be on calls with the customers complaining about the |Customer Service| is given. Kedar just kept quite and said nothing. When for this manager’s name, said “Its Vishal” again I asked for his complete name and no surprises he says “This information is sufficient for you”. I asked him “Who is he to decide for me if that information sufficient for me?” he just went blank and used that statement again.

I was frustrated as it had been almost 38 minutes talking to him and still no proper assurance given to us. In those 38 minutes he had interrupted me 80% of the time talking over me, even though I asked him to listen and no to interrupt me when I’m talking, however I had to get used to it. Lastly I asked him, I want his manager to call me back in 2 hours as I want to complain about the services, the answer I get was very vague “I will pass your details to my manager and once he is free he will call you.” I told him clearly we have personal life’s and asked him to check with his manager if he will call be back in 2 hours or not. He refused to check with his manager and repeatedly said he is busy on a call and cannot disturb him again and again. Before ending the conversation I just told him that’s how you treat your customers and take “Dhoni” as brand ambassador for the company and have no respect for their customers. Till the end he didn’t check with his manager for a call back and I had to call it a day. When asked for a log number for this conversation that we had, he placed me on hold for 3 minutes and when came back “Said systems are not working, so he can’t give me any number”.

Today is 24th July’09 at 2:50 pm I’m writing this and still there was no callback made by AIRCEL PUNE !!!


--Hope when people read my experience, will never choose Aircel as a internet provider or use any of their services.

Regards,
Naresh Khialani