[Resolved]  Airtel Broadband — broadband connection

I fully supplement your views. In fact I am right now undergoing a similar situation too and do not know as to whom I should approach for getting y problem resolved. I am reproducing the mail sent to Airtel Nodal Officer - South yesterday but till now have not even got an acknowledgement mail for the same.

All the more annoying is the same Airtel website mentions in one link that the Nodal Officer would get back with a resolution in 48 hours and another link giving the contact information of Nodal officers, states that they need to given time of atleast 10 days on anmy complaint. Does Airtel really and sincerely mean and understand CUSTOMER SERVICE??????

Dear Mr. Prashant Kumar Goswami,

I would like to introduce myself as Ganesh, a resident of Nanganallur, Chennai.

I had been using a Broadband connection at my home, through BSNL for over the last couple of years. Quite recently, I started running into frequent problems with the same and on enquiries from the market, got very promising feedbacks regarding the services and connectivity of Airtel Broadband. Becoming quite ambitious, I wanted to explore the possibility of getting an Airtel Broadband connection at home.

After lots of initial exploration, I landed up at one of your centres through telephone and on giving my initial details and interests, they took a couple of days of their sweet time in understanding the feasibility of this installation. I was given to understand that formal applications are entertained only after this feasibility study. To my fortune or rather I would like to term it as misfortune for now, they confirmed feasibility and one of the Sales Representatives came into contact.

The Sales representative's name is Mr. Elamurugan[protected].

He came home and got my application filled up on 30th March 2008 vide your Application / Bill No. 699713 and also gave me a receipt for the Rs.500 cash taken towards registration charges vide receipt number ZA 15273. Though the formalities got completed on 30th March, since it commenced with his previous visit on 29th March, these documents are dated 29th March 2008.

When he left after completing his documentation formalities, he assured that he would get the connection installed ASAP - max. 3 days and even committed out of the usual Salesman's anxiety level that he would go all out for getting it installed even before Monday 31st March evening. Nothing actually happened over the last week. Having already paid the money and looking eager to go online, I started following up from last friday. Even last friday evening, when I spoke to Elamurugan, I was assured that latest by the weekend, he would get it installed.

The weekend passed and Monday morning, I spoke to him and again got evasive responses. In a bid to escalate and really understand as to what exactly is going on, I tried reaching your Customer care number. Spoke to a pleasing gentleman by name Mr. Venkat, who registered a complaint on this vide reference 5417324 with an assurance that the installation would happen either on 7th April itself by evening or latest by 10 AM on 8th April. Had to keep waiting because I had no other options.

As usual, nothing happened on 7th / 8th April and finally on the evening of 8th April, I tried reaching Customer care referring to this complain for following up. I spoke to someone whose name I forgot and he was again giving round about replies without any clear commitments. Infact he mentioned that for any complaint lodged, the redressal time was 48 hours for closure and the Technical Team starts actually working on complaints only when the deadline of 48 hours is being approached. PATHETIC WAY OF HANDLING CUSTOMER COMPLAINTS - all the more mysterious was when the service level committed is clear being 48 hours, how did the first gentleman go ahead and promise me that this would be looked into within 24 hours - AS A CUSTOMER, WHEN WE REACH AIRTEL CUSTOMER CARE NUMBER, ALL WE TRUST AND BELIEVE IS THAT WE ARE SPEAKING TO PEOPLE WHO ARE VESTED WITH THE RESPONSIBILITY O[censored]NDERSTANDING AIRTEL's PROCEDURES THOROUGHLY AND BALANCE THE SAME TO THE CUSTOMER NEEDS SO THAT EVEN IN THE EVENTUALITY OF A GRIEVANCE, TEH CUSTOMER IS NOT TOTALLY IN THE DARK - seems all these Customer Satisfaction theories are myths with Airtel.

I wanted to really understand the situation and basically speak to some responsible official from Airtel, who could also understand my plight as a customer. The second gentleman was neither giving me an understanding response nor was he cooperating with my request for putting me across to the concerned person. Yet another excellent advantage of a Call center because the Customer never has the option of talking to the same officer again and the Customer will also not be able to get the phone numbers of responsible and senior officials for any escalation to resolve pending issues. ONLY THE ALMIGHTY KNOWS HOW YOUR INTERNAL METRICS ON TEAM PERFORMANCE REALLY WORKS AND HOW SATISFIED YOUR CUSTOMER BASE IS, IN TERMS OF REALITY.

After a long resistance from my side to be put across to someone else, I was put across to Mr. Bhoopathy, who introduced himself as the Floor Supervisor and as being a responsible person. When I explained him my plight, he again gave me an assurance stating that the complain would certainly be closed by 9th April 2008. But even after these calls, no one from Airtel has even bothered to give me a call back or visit my house for going ahead with the installation proceedings.

Your Sales representative is no more interested in talking to me because he is done with his job of bringing in one application along with the registration fees, basically adding up to the Company revenues and also his incentives.

I am no more interested in speaking to your Customer Care because I feel that no better than me going and wasting my time simply even to get through to someone who will really talk sense corresponding to the reality of the scenario.

One last hope I still carry is that I might get some attention by this mail being addressed to an esteemed Nodal Officer, but do not take me wrong, I am not sure as to what sort of response I will really get from you. Whether this mail gets your attention or just gets into your trash or junk. But without jumping into any conclusions, I am making this last attempt to see if someone in Airtel really cares about a Customer.

All along over the last 10 days, I had been hearing different concoctions / stories / imaginations from various members in the Airtel Team - your Sales guy told me that since from the nearest junction box, my home connection will require laying of 100+ metres of cable and it would be better if I could do some active marketing within my apartment complex to have someone also subscribe for an Airtel connection - I would have lost face with my neighbours too had I really gone into some stupid activities based on this. Without getting a responsible answer from Airtel, I would also have ended up squeezed to provide a reply to my neighbour who would have got into this proposal based on my advise. I THANK THE ALMIGHTY FOR SAVING ME FROM THIS.

One day the Sales guy says 100+ metres cable laying needs to happen - but the other day, he comes up and says that he is waiting for approval from ICICI Bank or the apartment behind ICICI Bank but in reality my apartment is road facing and is just on the other side of a 40ft road which houses both ICICI Bank and my apartment. NOT SURE IF HE HIMSELF FINDS ANY SENSE IN SUCH MISLEADING STATEMENTS TO A CUSTOMER, JUST FOR THE HECK OF SAVING HIS SKIN FOR AN UNJUSTIFIED DELAY IN INSTALATTION OF A NEW CONNECTION.

Can I look forward to any responsible person jumping into the fray to address my plight????????

To,
The Authorised Incharge
Airtel Office

sub. : cancellation of connection and refund of security

sir,
Please disconnect my number[protected] which is in the name of Nitin Agarwal and please refund of Rs.500/- as a security as soon as possible.
Thanking you

Nitin Agarwal Advocate
shop No.-108, Block-28,
opp. speed post office,
Sanjay Place, Agra-2

Hi,

I have applied for new broadband connection on 1st week of Feb 08.
the person who came to me for collecting cash and documents told that your connection will be ready by 7 days.
there is no response from them yet (till 25 Apr.08).

When I call the person who came to me for documents he replied that the system shows your connection as faulty and your will get refund very soon. and I am still waiting.

I am reall bery satisfied wit the kind of service Airtel has provided. I called their customer care for a new broadband connection and the very next day, person came to collect money...but after that ...horrible experience...almost 5 days ...everyday they tell me today it will be installed...I am losing lot of money because I dont have internet connection...they dont understand...I want to goto consumer court now ...

Hello sir,
iam using airtel broad band with 64kpbs speed.now the connection speed is not nice sir.actually my plan name is rs.499 with 24 hrs free download connection. iam from salem.(tamilnadu).. i got this connection from one of your salesman. i met that salesman in my college.. i feel very slow speed. now iam deciding to change this to reliance.. please care me..
thanking you..
regards,
asarudeen

Hi,
I receiveed a call from Airtell executive for broadband conenction though I was using Sify at that time . Being Airtell a brand i thought to try it, Since, then it has been mental harrasment. An executive visited my place, he took Rs 1100 from me and i was promised to have a connection in 3 days. My form number is DL1572850 that was on 14th March, Since then there is no response from them, the worst part is this is a 3rd party Airtell franchisse named "Vandana Communication". Once they took money they don't respond. Sometimes they don't even pick the phone too. I want to alarm all those who wants to use airtell make sure you enquire about these things because i was not told by them that this is a 3rd party franchissee and spoilling name of a Brand. What was more frustrating is now when I call airtell Customer care they apologize to me and promise that i will have connection in 2 days and then there is no response from there side too. I feel like loosing this battle and want my money back. I will surely advice by friends to think 2wice before going for this connection.

They took documents and said its fine later they fool around by saying doc. are incomplete.. I told representaitve when he came to my place take money only when you are sure about document...It has been like sheer mental torture. I have decided not to take connection even if they provide for free. Let's see if this form can resolve my issue ...

Thanks
Rohit Dixit

i want to know about dma of airtel but dont know where i get this information.kindly suggest me.

phono no

[protected]

house no=25
sector 23 a
chandgarh.

i've registered by paying 500 rs. on June/10/09.Sales Officer Mr.Amrish kumar from guindy office informed me that i will get the connection within 3 days.on 3rd day from day of registration some guy came to provide cabling but overhead not underground cabling, he promised me that i will get broadband connection on 14th June.Days passed by nobody provided me neither connection for phone or broadband connection.i enquired the call center and they simply place on hold then they disconnects the phone.this is what airtel customer center does.i'm frustated that i paid 500 rs without proper service at the time of installation.no proper information from ur customer care center or neither people wont inform.still i dont have connection till now...
I think this complaint details will resolve the problem and take necessary action for the people who dont know how to talk with call center.
I had a good opinion abt airtel, unfortunately i've to tell all my collegues and friends that it is very poor service even at the begginging of service.

We are complaint to several times net problem. net connection is sometimes disconnected.
Already we are complaint to your office but no response. still the big problem is disconnect to the
net. So you help to this problem.

Requested Sir





My name is Sk.Akkas Ali & My Pospaid Airtel no.
is [protected] which running on my id
Add-vill.Bhangel BegamPur Oppsit Jai Durga Sector 49 Noida-201304
But I want to transfer this no. on another id&adders which
Name is Mohd Mahfuse because I am giving this number
To him. So please Sir I request to you that you will transfer
This no. to Mohd Mahfuse's ID proof & Address



Thank You



Name - Sk.Akkas Ali
Father’s Name – Sk.Jabbar
Address - Bhangel, BagemPur
Oppsit Jai Durga
Sector, 49 Noida
Pin no. 201304





New Add - Jay Market Bhangel BagemPur
Noida, G.B.Nager, Pin no. 201304
Near Of Nasir Stor & Dr. j S Mavi

hi,

reciently i gave a request to disconnect my broadband connection on 4th of November and i had a followup on 6th of November regarding that request and some one from airtel backend team convences me to keep the line and they will give some chearper plan and i strongly denied it. then the very next day i got a conformation call from airtel stating my plan will be changed in 3 business days and i said i did not give any request to change the plan. Finally i escalated and spoke to Thulsi a lady from escalations team and she didnot want to listen to me at any cost and she was very rude and hungup on me. immediately i called and spoke to another supervisor and said i did not give any request for plan change and he said he will send a technitian to my home to fix the problem that i have for the last 2 months for which i decided to disconnect. the tech came to my home as promised and he did some thing and no help. still same issue. later when i called cust care for help they told me that my plan was changed and things should be ok for me surprised and trying to escalate but no proper response need help. My plan was changed without my knowledge and now i am ignored thouth I OWN THIS CONNECTION FROM THE YEAR OF 2007. THIS IS THE STEP THEY TAKE TO RETAIN CUSTOMERS. AIRTEL SUPPORT SUCKS

sir, my account no is 14078116 airtell broad band connection is not avalable lots of broblems very urgent pls... s.muruganandam
no.6 TT rode
worraiyor, trichy-3

I have applied for broadband connection on 27th march-2010, through customer care Gurgaon.
Accordingly i have received a request no 8017214.Subsequently i have received a SMS on 30th march-2010 saying : Airtel sales executive
will meeting me within 48 hrs.
Sales person named Kasim came on 1st april, has duly filled the form and took a cheque of Rs 1000 in name of
Bharti Airtel. Cheque details are as bellow:
Payto: Bharti Airtel
Payee: Abhinav bhardwaj
Amount: Rs1000/-
Cheque no:772017
Payee account Details: [protected], Citi Bank, New Delhi.

Person named kasim has collected the duly filled form and cheque, on 1stApril-2010.
This person is not picking the call. the mobile no given by him is:[protected]
Also, every time i call the customer care, they have only one answer: Their system is down and they can't fetch the data.
There was an attempt for a bribe by the Airtel ppl, I have received calls telling me , that They can't provide a connection inorder to have a connection under "special provision" which required extra charges!! which are unaccounted.

Please look into this matter urgently