Airtel Broadband — Hopeless customer service by Airtel Broadband, Delhi NCR

Address:

Gurgaon, Haryana

I was using Airtel Broadband and Fixed Line service in Gurgaon, Delhi NCR region. On 19th Oct'12, I requested them to shift my services to my my new address in Gurgaon. The fixed line service was shifted on time but in spite to repeated follow-up Airtel was unable to shift the Broadband service. There employee' (not naming them here) made repeated promise but did not turn up at the designated time. They often did not leave any message and also did not take phone calls. This happened 2-3 times and lead to frustration.

Frustrated by their behavior, I send a request to disconnect my Airtel Broadband service on 28th Oct 2012. This request was send thru their website www.Airtel.in and they gave me a reference number LB[protected] acknowledging my request.

I received the bill for Dec'12 and was shocked to see a charge of 854/- for Broadband in spite of my cancellation request which was acknowledged by them. There was also NIL usage.

On receiving the bill, I called on their customer care number and explained the episode. I also gave them the above reference number as a proof of my cancellation request. Surprisingly, the customer care team was unable to locate their own reference and requested me to go to the nearest Airtel shop and lodge another request for Broadband cancellation. I went to the Airtel shop in Galaria market Gurgaon and submitted the request for cancellation and for waive-off of the excess charges of 854/-. They gave me a service request 26416430 with a promise to resolve the query in next 72 hours.

I waited for 3 days but did not hear from the Airtel team, I tried reaching the customer care on 07.01.13 and they made me repeat the entire story all over again to 2 different people (a executive and his manager with call duration of over 22 minutes wherein they kept me on hold for over 5-7 min). Again another service request number 27070264 was handed over to me with the promise of a callback in 24 hours. Since I did not hear from again, I called the next day and again with the pain of explaining the whole story all over again (again 2 people who wasted over 20 min).

At the end of the call on 8th I was requested to call the nodal office (as the scope of my complain was beyond the powers of customer care team). Sounds funny but it is correct. I called the Nodal office[protected] on 21.01.13 and was made to describe the entire episode again and handed over another reference number[protected]. My complain is still unresolved and I have decided not to pursue it any longer. It is a complete waste of my time and I feel the effort is not worth the amount.

Overall I feel, it is pointless to break your head with Airtel as their executives are not-empowered to make any decision and the seniors are not willing to resolve customer queries. I have now requested them to terminate my landline connection as well.

If you are using Airtel, prey to god not to make you interact with their customer care.