Airtel Broadband — Advance rental paid but non-operational connection airtel account number [protected]

Address:

Ahmedabad, Gujarat

Inspite of paying the entire annual rental in advance for airtel landline number [protected], the line has been disconnected since last 45 days which is creating a very bad image of airtel. The customer care team along with “Appellate”, “Esupport” and “Nodal” is purposely avoiding this issue and not replying.

No reply to mails, no action taken.

As per customer care executive, the permission for this connection is not there in the society. Our simple question is, how the rental charged in advance and connection given if not permission is there? How the connection stood active for 5 months without any trouble?

If Airtel is not in a condition to provide support, we have requested a refund of the balance rental paid for the period ever since the connection has become inactive.

We expect a call to the user Kalpesh Shah at [protected] with a proper solution. To mention, so far many junior officials have called to give new new ticket numbers, without any solution. We do not have much time and patience to entertain useless calls now.

PARTIAL mail communications are enclosed for reference.

From: Shah, Kalpesh (NSN - IN/Ahmedabad)
Sent: Wednesday, February 15, 2012 4:56 PM
To: [protected]@airtel.in
Cc: [protected]@airtel.in; Dawn, Papiya (EXT-Other - IN/Ahmedabad); nodal.[protected]@airtel.in; Appellate.[protected]@in.airtel.com
Subject: FW: Regarding Your Airtel broadband Number [protected]

Hi,

Request your immediate and serious intervention…… If this is your customer service all I can say is GOD save Airtel

It pains me to tell you that my fixed line and Broad band services are non functional since past one month now with no response from your side.

I have to bear the pain because despite repeated mails and complaints to your customer care in this regards, nobody from your esteem organization has taken the pain to resolve the issue.

What surprises me is the kind of responses I receive from your end. Some communicate that the issue is resolved as discussed, without any discussion or resolution. The other day a gentleman called me and tells me that there is some issue with society permission and as per Airtel policy I should talk to society and provide the requirements and details to Airtel for resolution.

Do you guys think that I am a big time . Did you ask me to provide permission and all this nonsense while I paid one year advance rental and you gave me this connection? As an end user, how am I suppose to get permissions for you for an old connection that was working since months. Please stop this nonsense as it does not befit a company like Airtel.

I am surprised by the comfort zone in which your staff has been hatching my complains. Somebody please show the responsibility and own this issue.

The trailing mail is only tip of the iceberg. Your account of your pathetic services is as attached herewith for you kind perusal.

This is the final mail from my end to your department. My next mail will be now be addressed your top management and the Consumer Forum.


Regards,

Kalpesh Shah
[protected]

From: Shah, Kalpesh (NSN - IN/Ahmedabad)
Sent: Friday, February 03, 2012 9:37 PM
To: 'ext [protected]@in.airtel.com'
Cc: Dawn, Papiya (EXT-Other - IN/Ahmedabad)
Subject: RE: Regarding Your Airtel broadband Number [protected]

Hi,

Is this some kind of a Joke?

I havn’t received any call from the undersigned and no engineer has visited me.

Also, the Broadband services as well as the fixed line services are non-functional since the past 15 days.

Please note that I have taken enough of nonsense from your highly irresponsible organization.

Its high time someone owns responsibility towards my grievances. Airtel as an organization should show some character and stops draining my advance rental without providing services.

If my issue isn’t resolved in next 72 hours, I will be compelled to go the CONSUMER FORUM or take appropriate measures to safeguard my money paid towards advance rental.

Best Regards,

Kalpesh Shah


From: ext [protected]@in.airtel.com [mailto:[protected]@in.airtel.com]
Sent: Friday, February 03, 2012 3:45 PM
To: Shah, Kalpesh (NSN - IN/Ahmedabad)
Subject: Regarding Your Airtel broadband Number [protected]


Dear Customer,

Thank you for contacting Airtel.

This is with reference to your e-mail dated 23rd January 2011, regarding the non-functioning of services towards your Airtel broadband connection [protected].

As per your telephonic discussion with the undersigned, we are in receipt of a confirmation from your part that subsequent to an engineer’s visit the services are working fine towards the abovementioned Airtel account.

Should you require any further assistance, please feel free to contact us directly at our e-mail address [protected]@in.airtel.com and we shall make every effort to revert with resolution at the earliest.

Regards,
Vikash Prakash
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
[protected]@in.airtel.com


From: Dawn, Papiya (EXT-Other - IN/Ahmedabad)
Sent: Wednesday, February 29, 2012 10:01 PM
To: 'appellate.[protected]@in.airtel.com'; '[protected]@airtel.in'; '[protected]@in.airtel.com'; '[protected]@in.airtel.com'; 'nodal.[protected]@in.airtel.com'; 'nodalofficer.[protected]@in.airtel.com'; '[protected]@airtel.in'; 'nodalofficer.[protected]@in.airtel.com'
Cc: Shah, Kalpesh (NSN - IN/Ahmedabad)
Subject: RE: REFERENCE NUMBER[protected] POOR SERVICE - REQUEST FOR PERMANENT RESOLUTION, ELSE SERVICE CANCELLATION. [|BAL|Qrc[protected]|]

Hi,

Still waiting for solution.

Please update status to Kalpesh Shah at [protected].


Regards,

Papiya Dawn

From: Dawn, Papiya (EXT-Other - IN/Ahmedabad)
Sent: Tuesday, February 28, 2012 9:29 PM
To: 'appellate.[protected]@in.airtel.com'; '[protected]@airtel.in'; '[protected]@in.airtel.com'; '[protected]@in.airtel.com'; 'nodal.[protected]@in.airtel.com'; 'nodalofficer.[protected]@in.airtel.com'; '[protected]@airtel.in'; 'nodalofficer.[protected]@in.airtel.com'
Cc: Shah, Kalpesh (NSN - IN/Ahmedabad)
Subject: RE: REFERENCE NUMBER[protected] POOR SERVICE - REQUEST FOR PERMANENT RESOLUTION, ELSE SERVICE CANCELLATION. [|BAL|Qrc[protected]|]


Hi,

Still waiting for solution.

Please update status to Kalpesh Shah at [protected].


Regards,

Papiya Dawn

From: Dawn, Papiya (EXT-Other - IN/Ahmedabad)
Sent: Monday, February 27, 2012 10:32 AM
To: 'appellate.[protected]@in.airtel.com'; '[protected]@airtel.in'; '[protected]@in.airtel.com'; '[protected]@in.airtel.com'; 'nodal.[protected]@in.airtel.com'; 'nodalofficer.[protected]@in.airtel.com'; '[protected]@airtel.in'; 'nodalofficer.[protected]@in.airtel.com'
Cc: Shah, Kalpesh (NSN - IN/Ahmedabad)
Subject: RE: REFERENCE NUMBER[protected] POOR SERVICE - REQUEST FOR PERMANENT RESOLUTION, ELSE SERVICE CANCELLATION. [|BAL|Qrc[protected]|]
Importance: High

Hi,

Still waiting for solution.

Please update status to Kalpesh Shah at [protected].


Regards,

Papiya Dawn

From: Dawn, Papiya (EXT-Other - IN/Ahmedabad)
Sent: Friday, February 24, 2012 11:27 AM
To: 'appellate.[protected]@in.airtel.com'
Cc: '[protected]@airtel.in'; '[protected]@in.airtel.com'; '[protected]@in.airtel.com'; 'nodal.[protected]@in.airtel.com'; 'nodalofficer.[protected]@in.airtel.com'; 'nodalofficer.[protected]@in.airtel.com'; Shah, Kalpesh (NSN - IN/Ahmedabad)
Subject: RE: REFERENCE NUMBER[protected] POOR SERVICE - REQUEST FOR PERMANENT RESOLUTION, ELSE SERVICE CANCELLATION. [|BAL|Qrc[protected]|]

Hi,

48 hours over and no solution.

Please update status to Kalpesh Shah at [protected].


Regards,

Papiya Dawn

From: Dawn, Papiya (EXT-Other - IN/Ahmedabad)
Sent: Wednesday, February 22, 2012 11:05 AM
To: 'appellate.[protected]@in.airtel.com'
Cc: '[protected]@airtel.in'; '[protected]@in.airtel.com'; '[protected]@in.airtel.com'; 'nodal.[protected]@in.airtel.com'; 'nodalofficer.[protected]@in.airtel.com'; 'nodalofficer.[protected]@in.airtel.com'; Shah, Kalpesh (NSN - IN/Ahmedabad)
Subject: RE: REFERENCE NUMBER[protected] POOR SERVICE - REQUEST FOR PERMANENT RESOLUTION, ELSE SERVICE CANCELLATION. [|BAL|Qrc[protected]|]
Importance: High

Hi,

Thanks for replying so early…you took only 2 weeks and 2 days just to provide a new ticket and zero solution!!

May we know why you are assigning a new ticket no 11902884 again when the below ticket no 11090826 is not closed? Are your all departments including so called “Appellate”, “Esupport” and “Nodal” equally efficient as your customer care department?

Check all enclosed mails…all are replying to solve this “shortly” since last one month! Please update status to Kalpesh Shah at [protected].

And what is the timeline for shortly means? You are dragging this issue since 20th January 2012, ie more than a month!! Please try to improve your service…there are many operators in the market to provide good service and atleast a better customer care than yours.

Regards,

Papiya Dawn

From: appellate.[protected]@in.airtel.com [mailto:appellate.[protected]@in.airtel.com]
Sent: Wednesday, February 22, 2012 6:37 AM
To: Dawn, Papiya (EXT-Other - IN/Ahmedabad)
Subject: Re: REFERENCE NUMBER[protected] POOR SERVICE - REQUEST FOR PERMANENT RESOLUTION, ELSE SERVICE CANCELLATION. [|BAL|Qrc[protected]|]

Dear Mr. Dawn,

Thank you for writing to airtel and giving us an opportunity to assist you.

Ref: Email dated 06-February-2012, regarding the connection not working for your airtel account number [protected].

We would like to inform that your above mention concern has been registered with us vide reference number 11902884 and same will be resolved shortly.
.
Please accept our sincere apologies for the inconvenience you might have faced due to the above mentioned episode.

Please do write in for any further assistance.



Warm Regards,
Shweta Khanna
Appellate Office
Bharti airtel limited




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[protected]Original Message[protected]
From: papiya.dawn.[protected]@nsn.com
To: appellate.[protected]@in.airtel.com
Cc: kalpesh.[protected]@nsn.com
Sent: 06/02/2012 12:39:25 PM
Subject: Reference number[protected] POOR SERVICE - REQUEST FOR PERMANENT RESOLUTION, ELSE SERVICE CANCELLATION. [|BAL|Qrc[protected]|]

Hi,



Kindly confirm how long defines your ¿Earliest¿ action.



No action taken and your customer care is just sending a mail stating issue is
solved!!

Please note, the executive has never spoken to the customer and no engineer
visited as well.



You must have recorded the Conversation (With Vikash Prakash of Airtel Customer
Service Team as claimed in the enclosed mail) and there must be a proof of your
claimed engineer¿s visit! Can you please show the same to us? Or you have made
this a common practice of writing nonsense mails?



Also kindly do not waste our time by involving your junior officers to call the
customer and take more time by issuing new ticket numbers.



Regards,



Papiya Dawn



From: appellate.[protected]@in.airtel.com [mailto:appellate.[protected]@in.airtel.com]
Sent: Wednesday, February 01, 2012 11:38 AM
To: Dawn, Papiya (EXT-Other - IN/Ahmedabad)
Subject: Re: POOR SERVICE - REQUEST FOR PERMANENT RESOLUTION, ELSE SERVICE
CANCELLATION. [|BAL|Qrc[protected]|]



Dear Mr. Dawn,



Thank you for writing to airtel and giving us an opportunity to assist you.



This is in reference to your email on 30-January-2012 to our appellate office
regarding the connection not working for your airtel landline number
[protected].



We would like to inform you that request regarding connection not working has
been registered with us vide reference number 11090826 and the same will be
resolved at the earliest.



Please accept our sincere apologies for the inconvenience you might have faced.



It is our privilege to have you as our valued customer and would like to thank
you for your continued patronage. We look forward to a long and fruitful
association with you.



Please do write in for any further assistance.



Assuring you the best of our services.


Warm Regards
Shweta Khanna


Your response will help us to enhance your experience with Airtel. Please click
on the link below & provide us your valuable feedback on this interaction
Click here to provide feedback
https://ispeed.airtel.in/iVoiceFeedback/Search/EFViewerDE.aspx?info=BFC1C0C91374
96FF 1 A79808A8BF0107A858988F575DF7394F611739CFD 1 3 0 2 B B
C729EE42D56BADC&refno=Qrc[protected]



[protected]Original Message[protected]
From: papiya.dawn.[protected]@nsn.com
To: appellate.[protected]@in.airtel.com
Cc: kalpesh.[protected]@nsn.com
Sent: 30/01/2012 01:52:08 PM
Subject: FW: POOR SERVICE - REQUEST FOR PERMANENT RESOLUTION, ELSE SERVICE
CANCELLATION. [|BAL|Qrc[protected]|]

Hi,



The below mail is for your kind attention and immediate action please. May we
know the SLA you are following for providing a solution to a particular
ticket? We have so far raised 4-5 tickets in last 10 days for a single problem,
and all of them are lying unresolved!!



Inspite of paying the entire rental in advance the line has been disconnected
since last 10 days which is creating a very bad image of airtel. Kindly note,
your customer care team is purposely avoiding this issue and not replying since
the full rental is being claimed by the customer. We expct a call to the user
Kalpesh Shah at [protected] with a proper solution.