Airtel 4G — 4G USB modem never works!!!!

Address:

Pune, Maharashtra

I think the below email will throw light on my plight with Airtel 4G in Pune. The joke is it says Platinum Customer Care. As a reply to the below email, they sent me the latest bill!!! Yeah right!!!
[protected][protected][protected][protected][protected]--

[protected] Forwarded message[protected]
From: Anup K <[protected]@gmail.com>
Date: Fri, Dec 21, 2012 at 3:49 PM
Subject: Airtel Mobile 4G SIM#[protected] Account #10324XXXXX
To: platinum.[protected]@in.airtel.com
Cc: [protected]@airtelmail.info




Hello Abhilasha,




I subscribed to the Airtel 4G (USB modem) as soon as it launched in Pune in Nov 2012. I was very happy and expected and was promised a wonderful browsing experience at lightning speeds and great connectivity. Instead what I got was a product that has barely worked for 10 days in the last 8 weeks and a customer service team that is hardly reachable and creates service request numbers when I reach them only to auto-close the requests without any action on the same.



The service was tested by your sales guy and service engineer prior to my buying the product and was told that there is excellent 4G coverage in my area and that connectivity would not be an issue. On the recommendation of the sales rep (Mr. Shekhar) I purchased the 4G USB modem along with a TP-Link 4G Wi-Fi router totaling to Rs. 7500/-. I paid in cash on request since I was told that paying by cheque would delay activation.



The problem started two days after I bought the product with the USB modem not responding and zero connectivity. I tried contacting the customer service helpline @ [protected] and was unable to get anybody to take down a service request. I tried all options on the IVR and everybody who picked up said that the IVR had not been setup for 4G yet and someone would call me back. I was not even given a service request number. After a week I was able to reach someone who told me that somebody had notated my account with the remarks "Customer requested deactivation" and that my account had been disabled. This was when I had paid the first bill sent to me ahead of time. When I contested this, I was told that there was some error and that the account would be reinstated. The same day the service was resumed and worked for a couple of days.



Since then, the device has again stopped working and I have been chasing the customer service helpline ([protected]) and the sales rep @ +91-98602XXXXX but to no avail. Both the devices sit on my desk without any use to me. However I am getting the bills for the service on time. I have been able to get some service request numbers; however they have been auto-closed as before without any resolution. (Complaint #47503115 dated Dec 9 2012, #47541762 dated Dec 11 2012, #47596027 etc.). In the interim I am forced to use a Reliance Netconnect+ USB modem which may not be a 4G but does the simple job of keeping me connected really well!!!



I am clueless on how to proceed further on this and then I get the below email telling me that I am a valued customer and your favorite. I really do not know whether to laugh or cry.



Please tell me how I can return these devices to your office. Looking them lie on my desk without use keeps reminding me of my folly.



Yours sincerely,



Anup K



(One of your valued customers and a favorite of course!!!)








[protected] Forwarded message[protected]
From: airtel <[protected]@airtelmail.info>
Date: Fri, Dec 21, 2012 at 12:15 PM
Subject: You are our favourite
To: [protected]@gmail.com






Dear Anup K airtel mobile : [protected]

You’re one of our most valued customers. You mean the world to us. You are our favourite.

airtel favourites is our way of thanking you for choosing airtel and our commitment to do everything possible to enhance your experience with us.

We’re always here for you
We have revamped our 121 hotline, ensuring you have rapid access to our service executives at all times, should you wish to speak to them. Alternatively, you could write to us at platinum.[protected]@in.airtel.com. So please feel free to call or write to us; we promise to respond to you within 4 working hours.

We’ll lend a hand to you
We understand you keep very busy and are often pressed for time. If you like, we can come to your doorstep to pick up payments or documents, to deliver SIM cards and even to optimize your data settings, for a small fee. We’ll also help transfer your airtel connection, when you relocate. Along with a similar number and zero activation charge, you’ll receive a special roaming plan while you move cities. Please just call us at 121.

We’ll go the extra mile for you
The next time you travel abroad with international roaming, you’ll get the special benefit of zero security deposit. In case you’re away longer, we can keep your number locked, for a small fee, so you can continue using it once you’re back. We’ll also be glad to enhance your credit limit if you so desire.

Our endeavour will be to continually enhance your airtel experience in many more ways. We’d also love to hear from you on any suggestions or comments that you may have. Please do write in to us.

Once again, thank you for choosing airtel.

You’re our favourite, and we’re here for you.

Warm regards,

Abhilasha Hans
Chief Service Officer
Bharti Airtel Ltd.