Airtel Broadband — No internal process

I have taken my connection in last week of Dec 2007 and with all struggle, I got the connection laid out and working from 4th Jan'08. Despite of opting for ECS option, my connection was deactivated and when called customer care and lodged the compliant, at first, when I was venting my anger due to poor service and incorrect process internally they have, representative name Anand disconnected by call by putting me on hold for 18 minutes to get a supervisor. here are the compliant numbers: 4036692, 4037074, 4037056. Then Customer care manager Raj John called me and informed me at 11:30 pm that he will make sure that the connection will be activated in next 10 minutes and will send a representative to collect cash next day by 10:30 AM. He told me that as per process, customer should pay the first bill by cash and second bill onwards, ECS will be used for bill payment(this was not communicated to me and neither to my friends to whom I have suggested for taking the connection). The connection was activated after 5:30 AM and the representative came after 2:30 pm. This was the story in Feb'08. I have got the next bill for Feb which I should pay by 20th Mar, in which I was charged for late payment, which I conveyed by calling John that I will not pay for that and he assured that he will waive that money.

Now, again my connection was deactivated and when I called and enquired, they told that ECS was still not activated and I will have to pay cash again and I told all that happened in last month, they disconnected the call, then they called again.

These guys are cheating their own process. Normally, every call which they receive are supposed to be recorded. But, with the help of their supervisors, they disconnect the calls and then call customers to speak with customers as these calls are not recorded.

This all new story just happened today itself. And after telling the supervior to activate my account with immediate effect and send the person to collect cash, here I am with the connection. They do not have a internal process for customer calls handling mechanism, customer escalation process, informing the customer if there is any service problem which happened in my case, that ECS was not yet activated from Bank and they did not inform me of the same and disconnected my connection. This is nothing but a crap to hear from the Airtel customer service desk.

In telugu the meaning for Airtel is "Gaali maatallu" means "talking to air and there is no person to hear". The caption which they are holding now "barriers break when we start talking", may be customers are the only humans who keep on talking but the service providers are not humans to listen and understand and feel the pain in wrong place.

Wait for your bad time when you take the Airtel broadband service.