[Resolved]  Airtel — Deficiency in service in providing incoming calls

Sirs,

I append below the previous complaint against M/s. AIRTEL and their response thereto, stating that the issue has been resolved.

I regret to state that the issue has not yet been resolved.

I got a call from Mobile No.[protected] on[protected] at 12:01:27 p.m. from a person said to be from Airtel that the incoming calls would have not been delivered due to congestion and assured that he would solve the problem, the same day. He did not prefer to identify himself, despite calling for his name and designation.

1) This transpires that Airtel is failing because of their inability to handle congestion.

2) Their assurances are just face saving.

3) Mr. Kamal Singh's response for the complaint lodged through this platform is not valid, since the state of affairs remains the same till now.

4) I list out hereunder the messages sent/received to/from Airtel to the extent I could preserve on my mobile phone with regard to Miss Call Alerts.

a) Our message to No.54321 reading, 'Mca start' delivered to Airtel on 08-10-09 at 14:57:50 (This is to get Miss Call Alert Service activated).

b) Response from 54321 (Airtel Message Centre[protected] received on 08-10-09 at 14:57:51, reads, "Your Request for Activation is under process. Thank you."

c) Airtel Message from 54321 Airtel Message Centre[protected] received on 08-10-09 at 15:22:56 reads, "Welcome to Airtel Missed
Call Alert Service, your service will get activated in 24 hours. You will be charged Rs.15/Month. To deactivate dial *321*883#"

d) I continued to get the miss call alerts and therefore approached the nearest Airtel Office near Karkhana (Picket / Secunderabad Club), who tried to resolve the issue by contacting their supporting office elsewhere
and in the process sent three SMS messages (MCA ACTIVATE) from my own Mobile to 52212 and 52121 on 20-10-09 at 17:11:51 p.m., 17:12:07 p.m. and 17:13:09 respectively. I was then assured of resolving my problem within 24 hours again. (This is the second such assurance).

e) I am listing out hereunder the No. of Missed Calls as per Airtel Messages to the extent I could preserve on my mobile phone:

Message Date Time of Message No. of Missed Calls

[protected] 19:09:10 1
[protected] 18:45:39 3
[protected] 18:31:28 1
[protected] 20:28:05 3
[protected] 21:09:34 3
[protected] 18:30:28 3
[protected] 18:29:21 3
[protected] 17:58:39 1
[protected] 15:16:27 1
[protected] 12:49:46 1
[protected] 13:44:32 2
[protected] 12:55:37 1
[protected] 14:27:27 2
[protected] 13:38:01 2
[protected] 12:07:14 3
[protected] 20:04:07 3
[protected] 18:20:20 3
[protected] 16:47:09 3

(The message reads as, "You missed ___ calls. Never miss a call again. Activate Missed Call Alert Service at just Rs.15/month. SMS <MCA START> to 54321 or Dial *321*881#")

5) Airtel is deficient in providing professional service, not caring for the
customer complaints and also trying to exploit public by charging Rs.15/- to give details of missed calls, instead of giving the calls directly. Why should a customer be penalised if there is congestion in Airtel's network. Let them improve.

6) I have kept Bharati Airtel in high esteem all these years, and now the situation is different.

Let prudence prevail with Airtel.

V N V Radha
Dt.[protected]:41 p.m.


AIRTEL-PREPAID-[protected] Complaints - AIRTEL IS GIVING MISCALL ALERTS INSTEAD OF PROVIDING CONNECTION
View all AIRTEL-PREPAID-[protected] complaints
AIRTEL-PREPAID-[protected]
Posted:[protected] by V N V Radha Send email

AIRTEL IS GIVING MISCALL ALERTS INSTEAD OF PROVIDING CONNECTION
I reproduce copy of my e-mail sent to [protected]@airtelindia.com the contents of which are explicit. I had on[protected], approached your Airtel Office at Karkhana, Secunderabad, also, who in turn contacted your local office and assured that the service sought for would get activated within 24 hours, but of no avail till now, even after 3 days. In this connection, I received an SMS from you with reference No.[protected] dated 20-oct-2009 at 22:29 hrs.

If you verify your records, I am subscribing to my Airtel Connection No. [protected] for about 10 years and the attention you are showing to such an old customer is ridiculous.

I quote my earlier e-mail here:

"--- On Sat, 17/10/09, V N V RADHA <[protected]@yahoo.co.in> wrote:


From: V N V RADHA <[protected]@yahoo.co.in>
Subject: [protected]
To: [protected]@airtelindia.com
Date: Saturday, 17 October, 2009, 8:08 PM

Sirs,

I have opted to send missed call list as far back as on[protected] and have been informed through your SMS stating "Wlcome to AIRTEL Missed Call Alert Service. Your service will get activated in 24 hours. You will be charged Rs.15 per month. To deactivate dial *321*883# - Message Centre [protected]" sent : 08-oct-2009 15:22:56 hours.

2. I deeply regret to state that you have not so far initiated the service opted for. Further I continue to receive your missed call prompts.

3. One more most objectionable thing I have noticed is that, instead of giving me the required connection to the caller, you have resorted to this unwarranted practice.

4. How can you expect me to be happy with your service?

V N V Radha (Insurance Agent)
`Ramchandra Sadan', Plot no.2,
Indraprastha, Transport road,
Secunderabad-500 009-A.P.
INDIA"

Please look into the matter urgently.

Your unethical practice of giving false missed call alerts every day instead of providing necessary connection promptly is viewed as harassment. You may appreciate that as an insurance agent, the calls are very important for me and not giving connection at the appropriate time will result in financial loss and loss of reputation for me. This prompts me to take up the matter to Consumer Forum / legal action.

Awaiting immediate response,

Yours sincerely,
V N V Radha
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Comments
8 days ago by V N V Radha [send email]
Sirs,

I intended the complaint should get addressed to M/s. Airtel but sent the same inadvertently.

As I had opened too many windows, I did not notice that I was addressing to Indian Consumer Complaints Forum.

But my grouse against M/s. Airtel stands unaltered. I, therefore, request the Forum to please appreciate the difficulties faced by me due to poor response from M/s Airtel.

With due respects,

V N V Radha (Compalinant)
8 days ago by Airtel_presence [send email]
Dear Customer,


This is to inform you that your concern has been noted and our team is working on a resolution. At the outset, we apologies for the inconvenience faced by you. We will get in touch with you for further details of your concern as the need arises.


Regards,


Kamal Singh
Airtel Customer Service Team
3 days ago by Airtel_presence [send email]
Dear Customer,


I would like to inform you that your concern listed on 23th October, 2009 has been resolved.

Should you have any queries please contact Airtel customer service at 121 or write to [protected]@airtel.in


Regards,


Kamal Singh
Airtel Customer Service Team