[Resolved]  Airtel Broadband Services — Irresponsible Managers and Technicians

Address:

Bangalore, Karnataka

Sir,
This is Anubhab Tripathy, residing at Kaikondrahalli, Sarjapur Road, Bangalore,560035. My Airtel broadband connection was activated on 15th June,2011 and on 12th July,2011 the connection was down. I called up the Customer Care Executive on 13th afternoon and logged a complaint regarding "Broadband not working" and addressed the issue is urgent and hence has to be solved soon. As per the company policy, they need to resolve the issue in 12 working hours. But, instead, since 13th afternoon I had to call twice a day to the customer care executives, requesting them to send a technician to resolve the issue. Then, finally on escalating to the Nodal officer, one technician turned up, checked the connection and said that the DB box to which my connection is made has to replaced, as the port to which my connection has been made is faulty and all other ports are preoccupied. He said, he would come the next day and change the DB box and fix the issue. Since, then there has been no sign of any technician to address the issue, till now. I have called 19 times to the customer care executives and have talked to half a dozen of their tower managers, the nodal officer and the appellate officer. Everyone had only one thing in common, "We are sorry for the inconvenience and we shall fix the issue soon." All words no action. Like always I had to follow-up from side, by calling atleast twice everyday, yet no action. On 20th July I was told that, there is trenching work going on in my area, due to which the whole network is down in my area, and they had been trying several times to contact me, but I was unreachable. I receive almost 15 calls everyday and I answer to all of them. Even if I miss any, I call them back to inquire about the thing. I wonder when was I unreachable only to these guys. Moreover, my neighbours and the net cafe in my area are happily able to access the same network that I am using. So, does that mean that the trenching work was going on for only my connection. Again after reopening the ticket logged, they said they would resolve the issue soon. On 21st July I was informed that the issue is resolved and the link is up. I got it verified from home that, the issue is not resolved yet and no-one had come to address the issue. This meant that the technicians simply close the issues, whenever they feel like, just to save themselves from being escalated to their management. What can one expect form such a unprofessional and irresponsible organization? Every single employee is a cheat and wants to turn their face off the issues. Since last 8 days, these people have been fooling me and have been literally harassing me like anything. Kindly look into the issue and take as much strict action as possible against these cheats.

Regards,
Anubhab Tripathy,
tripathy.[protected]@gmail.com