[Resolved] Airtel — Lack of Technical Assistance for [protected] From the Best Service provider

[Resolved] Airtel — Lack of Technical Assistance for [protected] From the Best Service provider

M M.Dinesh from Bilaspur, Chhattisgarh

Dear Sir/Madam This is Dinesh - Escalation Manager and Case Specialist For Dell International, India ...this complaint regards to the improper service i got from Airtel tech team and still the prob is not resolved and now im help less.. i have 3 Corporate postpaid lines with airtel and one prepaid for my family ...All chennai Lines [protected], [protected], [protected] are the post paids and [protected] is the prepaid one ... now im in a very important occation for my lifetime where my marriage engagement is happening in a Andrapradesh and problem happened in this situation where im not able to make any single landline calls in Andrapradesh since last 3 days.Initially i thought i could be of network congession, but later after many hours of waiting, approached Airtel Cus service, where the cus service nos 121-Any time service helpline is not accepting the option 1 for english where im not able to get any assistance or register complaint with airtel about the prob im facing ...hence i called [protected] Tamilnadu Aitel helpline for assistance, call landed in perpaid dept and they are helpless ...but they gave the [protected] helpline and im able to reach cus service dept where i spoke with MALLIKA the first rep who helped in understanding the situation ... First contact for help after several hours of waiting happened 19th june 2009 Morning arround 10.17am ..and after that called chennai cus service for help again where no help received. got a call from [protected] Tech dept VIJAYAWADA they said they are gonna do some changes, did trace of the call where the call getting terminated but still not submitted any feedback to the cus service and never informed of the status to me either, , , this is the second day and when i try to reach the tech dept they are not at all of the cus situation where MY WHOLE FAMILY IS HELPLESS NOT ABLE TO CONTACT THE PARTICULAR PERSON IN A.P SINCE THEY HAVE ONLY LANDLINE. THE SITUATION SCREWED AND FULL OF MENTAL TORTURE IN A VERY HAPPY OCAATION BECAUSE OF THE LACK OF TECH ASSISTACE .THIS IS THE 3RD DAY AND PROB STILL NOT RESOLVED . I HAVE RECORDED SERIES OF CONVERSTATIONS WITH AIRTEL INFORMING THE CONCERED SERIVCE DEPT..MY LAST CONVERSATION WITH GOPI -REP, CUS SERVICE AND THATS HELPLESS...CALLED BACK AGAIN LAST NIGHT AFTER LONG HOLD IN THYAGU A REP IN CHENNAI, ARROUND 9.10 PM 19TH JUNE 09 CALL WAS ESCALATED AND SPOKE WITH A SUPERVISOR SARANYA AND INFORMED ABOUT THE SITUATION AND SHE ASKED FOR 24HRS TIME TO RESOLVED WHERE THIS MORNING RECEIVED A CALL THAT CUS SERVICE IS WAITING FOR THE FEEDBACK FROM THE TECH DEPT STILL AGAIN EXCUSE ... MEANWHILE AS THEY ARE WORKING ON MY MOBILE ACCOUNT, I NEED TO CONTACT THE PARTICULAR PEOPLE IN A.P, , HENCE I BOUGHT AN OTHER MOBILE OF A DIFF SERVICE PROVIDER JUST TO CONTACT THE PEOPLE AS ALL MY AIRTEL LINE WERE NOT WORKING, NO OUT GOING FOR ANY LANDLINES IN ANDRA PRADESH...STILL THE ISSUE IS NOT RESOLVED... THE FOLLING ARE THE REFF NOS I RECEIVED SO FAR FROM AIRTEL F[protected]th jun 10.19 AM, [protected]th jun 10.25 AM giving estimated time to resolve the prob by 22n jun 09, 15.28.29 hrs, F[protected]th jun - 8.33 PM, F[protected]th jun - 9.11 PM, F[protected]th jun - 11.41 AM.. YESTERDAY the 19th eve i got info from VIJAYAWADA tech team in [protected] Srinivas a rep, that there is not tech team working after 6.30pm and next assistance will be on monday ..so my prob will not be resolved for an two days and i have to be in road looking for other's phone beside having 4 airtel connections sitting idle only to talk with cus care regarding prob...besides they disconnected my call several times ... Totally, my prob is not resolved so far and still in middle of road looking for local phones and recharge centres for the new mobile i bought spending RS-6000 for the mobile alone ...beside having 4 airtel connections sitting idle and waiting for the prob to be resolved ... all my conversations with the cus service are of chargeable since in roaming... im gonna file in the Consumer court for the lack of service provided for customers and the frustration of my family members... REQUESTING HELP Regards Dinesh M Escalation Manager & Case specialist India Dell SSR. CELL- 0- [protected] Was this information helpful? No (0) Yes (0)
Aug 14, 2020 Complaint marked as Resolved
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C.H.ArunPrabu

from Mumbai, Maharashtra

These kind of complaints are quite common place with Airtel. Their outsource partner HTMT has some issues with the attitude of associates dealing with customers. The people manning Airtel's customer care have a bureaucratic attitude that they're superior in knowledge of their service and products than the callers, while they forget the fact that when everyone gets the same level of knowledge about their products and services they would not have the job. The prime reason for employing them is to talk to the customers and convince them to be proud of being associated with Airtel in spite of hiccups in services. But the people with imperious attitude on getting a job treat customers with scant respect and ruin the scope of happily doing business with Airtel.

Bharti needs to fix this issue at the earliest or they would face serious escalations to their corporate offices, as I did with their company secretary and director for unreasonably disconnecting my father's phone connection. In my case my father lost his mobile and we asked them to disable the SIM until we get a new one. After we got a new SIM and a new mobile my father was using the mobile without any issues for three month. After that the connection was disconnected. The reason given was our request to disable SIM some three months ago. When asked why the request given 3 months ago was acted upon after 3 months, they simply told me to put up another request to reactivate the SIM and they would get it back in order in 7 working days. Who requested the disconnection now, was not answered. It is done. To get it back wait for 7 days, that is the procedure. I wrote to the nodal officer, which was of no use. Finally I got a mail id of the company secretary and director of Bharti and wrote to him. Then I was flooded with calls from Airtel Chennai, Customer service manager, Senior manager, Chief manager, Nodal officer and on and on. The connection was back within minutes. So, for a simple mistake of theirs, I had to move the Director of the company. Their customer service rings in a world of coy not joy.