[Resolved]  Airtel — Modem faulty

Hi,

I have been a customer of Airtel Broadband services for the last few years.

At the time of taking this connection, it was clearly mentioned that the modem was the property of Airtel, and would be replaced by Airtel, in case of any problems with the same.

I have been facing connectivity issues for the last few weeks, wherein the technician has tried all options but was unable to solve the issue. I have also replaced the cable from my house to the junction box, at my own cost.
Now, the technician says that the problem is with the modem, and I will need to purchase a new modem at my own cost, as the Company does not replace modems.
I have written to the Nodal office, who says that the Policy has changed and Airtel does not replace modems. (Email pasted below)
This is strange and very unprofessional, as I have not been intimated about any change in Policy, till date. It's only now that the modem is faulty, that Airtel calims that they don't have a Policy of replacement.

I suppose that Airtel now does not need to fulfill the promises they made to customers, when they were establishing themselves as Broadband service providers, having a good presence in Mumbai now.

The reply also mentions that the Policy changes from July 22, 2012 and yet they will not replace the modem!!

So much for Customer experience!!


Thanks,
Jeffrey deSouza
+91 [protected]



--- On Sun, 3/18/12, nodal.[protected]@in.airtel.com <nodal.[protected]@in.airtel.com> wrote:

From: nodal.[protected]@in.airtel.com <nodal.[protected]@in.airtel.com>
Subject: Re: ADSL CONNECTION - MODEM FAULTY [|BAL|Qrc[protected]|]
To: [protected]@yahoo.com
Date: Sunday, March 18, 2012, 11:57 PM

Dear Mr. Desouza,


Thank you for writing to airtel and giving us an opportunity to assist you.


Ref: Email dated 17-March-2012, you have expressed your concern regarding the modem replacement of your airtel account number 13240346.


Please accept our sincere apologies for delay in responding to your email and the inconvenience you might have faced.


As per our telephonic conversation on [protected], we regret to inform you that as per the airtel policy, we are unable to process your request for instrument change as one year warranty period has been expired. This policy is being applicable from 22-July-2012.


It is our privilege to have you as our valued customer and would like to thank you for your continued patronage.


We look forward to a long and fruitful association with you.


Please do write in for any further assistance.

Warm Regards,
Shweta Khanna
Nodal Office
Bharti airtel limited

Airtel is really pathetic. THey do not care for the customer. Critical change in Policy not informed to customers and quoted when it suits the Company.