[Resolved] Airtel — Outgoing Service Activation
TAT - Turn Around Time
CC - Customer Care
EOD - End of the Day
I am Vidhya here from Bangalore, I can claim to be one of the "highly" & extremely dissatisfied customers with Airtel. Its been hardly 6 months since I'v taken the CUG connection and I have been a victim of intolerable services from Airtel beginning from the corporate agent who provided me with the account . The list from day 1 just goes on starting from account activation, ISD, incorrect email address, call drops, false commitments, delay in responding to complaints ( web ), ECS activation and now has landed up in my outgoing calls getting barred for no particular reason . So here goes my story ...
26th January 11.30 pm - Post a business conference call I was on, I realize I am not even able to send messages . Considering it to be some network issue, I stay calm for the moment . Try after say 3 hours unable to call anyone, call up the CC at 11.30 pm, they claim to be an issue with the server . TAT for resolution - 8 hours Assuming its for all cutomers, I decide to wait .
27th January 1.30 pm - Realize the fact that the issue is just with my number . Call up CC way after their specified 8 hours time, again claim its a glitch from their technical end and applications upgradation and assures the issue will get resolved at the earliest .
28th January 2.30 pm - Speak to a manager by name Prashanth, again gives me a TAT of 8 hours and claims issue has been escalated .
30th January 1.30 pm - Called up the CC, speak to a different manager Pradeep, call gets disconnected in 10 mins . Call again asking for Prashanth, call gets disconnected in 10 mins !!! ( Wonder if the call got dropped or was forcefully disconnected ...Pathetic that they do not even have the courtesy of giving callbacks - claims to be only an inbound centre ... phew )Speak again to the same manager Prasanth, after 40 + hours of the specified TAT, asked him to give the explanation in technical terms as their template of "technical problem & applications upgradation" had become so redundant . Gives me an explanation - fair enough !!! Stated that my number had been accidently deleted from the outgoing server end, so request needs to be placed for the complete deactivation & activation of the service which ideally happens in a short span but unfortunately the resolution period had been extended owing to their application upgradation which was initiated from the 23rd of January !!! He guaranteed the request was escalated and gave me the present status that - the service had been initiated from the server end and was only pending for activation from the SIM card which in normal cases happen in 10 - 15 mins . Gave me the assurance, it "will" be resolved in 4 hours .
31st January 5.00 pm - Way beyond all the time provided by Prashanth, 4 hours had become 24 hours ( Phew ... I wonder if they even understand the customer !!!) I get to speak to a new manager Sathish, he was a victim of all the brunt I bore towards the services and commitments of Airtel !!! I wonder how such people claim to be managers when they hardly take the stance to convince the customers in a polite and assertive manner ... really really ridiculous ! ) Now this guy claims the resolution window has been extended to probably a few more days ...and assures me by EOD I will get it reactivated .There is a limit to my patience ... ( even Gandhiji would have lost his cool . Trust me !!!)
The WAIT continues and today ...
1st February 8.30 am - Speak again to Prashanth, the so called convincing manager, gives the raw status that the activation is still in "Pending " from the 30th ... the time I had spoken to him & that the resolution time frame will certainly be extended as the technical Departement apparently needs to take a nap over the weekend ! In his terms, they do not work madam !!!
Aaaaaaargh ... this is roughly the most worst and irresponsible answer I had ever received ... Customers have been kept holding their services and there lies a department who takes their own sweet time to work on any issue ...
Why can't things be changed . ????? Ideally the Technical department should have been attending to the issue, if it was placed as a high priority from a couple of managers . So where do you think is the flaw, the complete system which they operate or the resources who take onus of the system . I have NEVER been rude ... and looks like Airtel has literally damaged my nature too ... and yes the WAIT GOES ON ... is there anyone who can really attend to these kind of wretched services ...
I AM TOTALLY EXHAUSTED, FRUSTRATED ... CAN I GET HELP FROM SOMEONE PLEASE ...
Complaint marked as Resolved Aug 14, 2020
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