[Resolved]  Airtel — Airtel Engineer tried to sell used adaptor for Set-up box

Dear Sir/Madam, I am writing this email to you with utmost regret and disappointment as there has been no resolution to my complaints till date. I logged my first recent complaint on 14th of August 2013. I will try to explain the series of events and how i am forced to believe that corruption extends to well known Indian corporate houses like Airtel. 1) My dad logged a complaint 4 months ago about the set top box not always working correctly. He spoke to customer service and they assured him that his complaint will be dealt with promptly but unfortunately nothing happened till date. I don't have a complaint number as i was not at home and my elderly dad is not good with the technology. 2) As I came to see my dad this month, he requested me to get this set top box rectified as it gives him occasional problems and doesn't start instantly.Set top box is a bit temperamental and is quite annoying when it switches off automatically. 3) I called customer service centre and logged my complaint ( ref no :[protected] on 14th August 2013. I was satisfied with the call and was told that engineer will visit you tomorrow. Engineer came to our house on 16th and asked us several questions about the set top box. 4) Engineer ( sikh guy) did not have any instruments with him to check the settop box. He tried method of elimination and started asked us about the symptoms which is fair enough. He said adapter is a problem and we should replace the adapter. Set top box is fine. We as a family were not convinced but we ultimately respected Airtel engineers competency and decided to buy adapter. He mentioned that this will cost us total amount of INR 475 i.e INR 350+ INR 125( service charge) . 5) we agreed to pay and he bought a used adapter from his bag which was on his bike outside our house. He mentioned that there is no guaranty / warranty for the adapter. He bought in 2 used adapters and asked us to try either . I asked him about airtel seal / logo on the adapter but he said that it comes like this . I became suspicious and decided to check with airtel customer service before buying unsealed and used adapter . I did not share the happy code and the engineer left the house. 6) I called Airtel customer service centre and explained the scenario. Customer advisor congratulated me and said i have done a good thing by not buying the adapter as some engineers sell used adapters and make money. I was stunned to hear this as i never imagined that Mr. Mittal will allow corruption openly in his own company. Anyway i was given a reference number[protected] for incorrect resolution of the query. I was told that engineer will visit me next day before 8 am and get this sorted. Till date engineer has not visited our house. I was talking to Deepika who is a team leader. 7) i got a call from chetan on 18th august asking if my case was resolved and i said no. I asked chetan ( customer service advisor) that i would like to get this engineer dismissed as he tried to sell us a used adaptor by fraud. A legal case of fraud should be lodged against him by the organisation if Airtel is a honest organisation. Later on during the day , i spoke to Abhishek( team leader) and asked about my case. I Ireiterated that i would like an action against the engineer who tried to cheat us especially my elderly parents. Case ref no : 32649081. Abhishek assured me that engineer will visit us on 19th and bring a new adapter but we have not seen engineer till date. A new case was logged on18th because for the previous case engineer had provided incorrect information to the customer service advisors mentioning that we were not ready to pay the amount. This is a lie on top of cheating and fraud. In summary, our case remains unresolved and we have not been made aware what action has been taken against the fraudulent engineer.J&K unfortunately is notorious for cheating and fraud especially the distributors and dealers. I am raising this concern as a citizen of India as i care for my motherland. If we take a strict action against the fradulant engineer , hopefully his friends and your other employees will take a note and we can create corruption free india. I am not hopeful as this is is not worth any money for Mr Mittal but i will fight for honesty till my last breath. Unfortunately i have lost faith in Airtel and respect for the company and the owners. Regards, Robin