[Resolved]  Airtel — Selling product by wrong information

Re: Complaint regarding account ID:14072845

Dear Sir/Madam

I am forced to approach this forum as I witnessed the highest level o[censored]nprofessionalism and arrogance today from the customer service department of airtel. By the way this is my second email to you guys

The whole process started in april when I received a flier in my bill promoting a scheme on Wi Fi connection. I called up the customer care and talked to Upasana. INTERACTION ID 71944566. I am quoting the exact words we discussed that day “ Upasana told me that I will be provided by a Wi Fi modem at a cost of Rs 1000/-. I need to activate speed on demand(Rs 25/- per hour) for at least 1 hour in a month for 4 months to get a cash back of Rs 250/- every month.”

I got the wi fi installed and used the speed on demand for 1 hour the following month. My bill did not reflect the cash back of 250 Rs, though they charged the cost of Wi Fi 1000 Rs. I called up the customer care and I was told that the scheme does not gives you the cash back. Instead I can use the speed on demand for upto 250 Rs for free. When I protested that I was told something different, my call was passed on to floor supervisor Neeru Bakshi. The date was 09th of May. Interaction ID 7744144. She told me that she will audit the original call with upasana and will get back to me by 13th of may. She never got back to me. I called up again on 14th of May and talked to floor supervisor Deepak Sharma. Interaction ID 78157983. My bill was already due by that time. He advised me to pay the whole amount and told me that neerubakshi is still in the process of auditing the call and will call me back in 2-3 days time. She never called back.

I called up again on 20th of may and talked to Nitin joshi. Interaction ID 79162666. I asked him the procedure of taking my complaint further. I asked him the address of ombudsman. He was clueless. He did not know anything about how to take the complaint further and he did know that there is an agency called obudsman. He gave me an email id care.[protected]@airtel.in. I wrote an email to the above email. I got a reply back that someone will call me back in 7 days time. No one did call back.

I called up again on 23rd of may and talked to Aashish. Interaction ID 79529459. He said to me that Neeru bakshi will call me back with in half an hour. I did not receive any call back from her. I called back again today i.e 09th of may and talked to yogesh ( int ID[protected]. He conveyed to me that neeru will call be back immediately. I did receive a call back from neeru bakshi at 10.18 am. She told me that she did audit the original call and there has been a mistake on upasana’s part. Upasana indeed gave me a wrong information about the cash back. “ But she cant do anything about it.” This came back as shock to me. I was shocked at the statement. There has been mistake at airtel’s end and they will not do anything about it. I again asked her the procedure of taking my complaint further and give me the interaction ID for the conversation. I also asked her to document all the information she gave to me. I also asked her to provide me in writing that the mistake has been on their part but nothing can be done about it. Initially she refused to give anything in writing. But on my insistence she requested on screen to email me all the conversations. She also gave me an email ID nodal.[protected]@airtel.in for further complaint. I kept on asking for the interaction ID but she said she will call me back in 5 minutes and disconnected the phone. I never got a call back from her. That is when I sent you my first email. I called back 121 on the same day and talked to Neeru Bakshi again. This time she came out with a solution that she will take back my Wi Fi modem and refund the money charged for it. I agreed for it.

After that I received a call from the ombudsman office and I told them that the matter has been resolved. Next day the Wi Fi modem was taken back from me with a promise that 1000/- rupees will be adjusted in the next bill. I received my next bill without any adjustment. I contacted Neeru Bakshi again and she said she is not sure if I will get back my money or not. She contacted her seniors and they refused for the waiver. I got a call from the senior team leader Mr Ajit singh. Interaction ID for that call is 85783827. This call was today 03/07/09 at 3.25 pm. He told me that there is no way that they can refund the money. the only offer he had was that he will return my Wi Fi modem and give me a refund of 500/- Rs. I was not happy with the solution. I want my whole money back. When I asked him guide me how to take my complaint further then he was clueless. He did not know what an ombudsman agency means. He gave me a number [protected] to get my complaint further. No one picks up the phone. When I asked him for the things in writing he said he cannot provide them in writing as then the matter becomes legal. Later he agreed to discuss with the correspondence team and get back to me.

I am shocked at the unprofessionalism and the hooliganism at everyone’s part. This the first time in my life that the agency says that they did a mistake but they can’t do anything about it. Why should I pay for the mistake done by airtel . So I request you to look into the matter and refund me the 1000/- rupees I was promised as per the original conversation. This is my last attempt to resolve the matter with in the agency. If my money is not refunded I will not hesitate to take the matter to the consumer court. I am also using a mobile phone from airtel [protected] and a land line at home[protected]. I will not hesitate to disconnect all my services and provide a negative feedback to any person known to me. I hope that we will reach an amicable resolution before I need to take any step further. I would also like to know how to contact the ceo and the chairman of the company

Thanks

Your sincerely

Dr Sanjeev Gupta
Tower 8, Flat 1201
Vipul Green
Sohna Road
Gurgaon
122001
Email: [protected]@yahoo.co.uk 03/07/2009

Dr. Sanjeev Gupta
Consultant Neonatologist and NICU Incharge
Sir Gangaram Heelers Hospital
Gurgaon
India
Mob: +91 [protected]