[Resolved]  Airtel — Set top box issue resolved even after two weeks

Airtel — Issue not resolved even after two weeks.....

Sir,
I am not sure whether you would have time to read such a long letter for a very small issue.
I am writing this for the first time in 7 years after going through a great deal of fake commitments for the undermentioned small issue for my Broadband connection. No Payment is due towards me and i am regularly paying bills well in time for last seven to eight years.

i would like to bring to your notice that my Wi - Fi router is not working correctly for many weeks.It was told to me by Airtel staff that it needs a replacement since there is a technical issue with it. Further it was told to me at my place that i would get a repaired router as per the company policy. i objected to that and told them to replace the same with a new one since for the last eight years i have not asked anything from AIRTEL being a very very old & loyal customer. I then was told to talk to customer-care for the issue so i started the process and repeated the same many times but nothing happened.

I was told to wait for three days then 72 hours after i got a call from Mr. Dig Vijay (Retention agent) that my router can be changed against payment only. i was already disappointed so i told him to cancel my eight year old connection, thereafter he told me to hold the call and then after dicussing the matter with the seniors he called up after half an hour and said that my router would be replaced free of cost. so i waited again for 72 hrs, but unfortunately nothing happened.

then i again got a call from Rajouri garden office from Mr.Manjit he repeated the same and said that they would send a new router only if i am ready to pay, he also said that he did not get any sanction to replace it free of cost as Mr. digvijay has not mentioned any such thing in his request, so i did not get the router. i again called the customer.care and started the process again because Mr. Digvijay vanished and became untraceable.

With high degree of disappointment i started the process again for the last time and repeated the same story as a criminal repeats in a police-station to everyone. As a result i got a call from Mr. Kundan ( landline executive) and promised me again for a new router and also apologised whatever happend. As I was not very hopeful i was again waited for another 72 Hrs. NOTHING HAPPENED.

During this process i was given many ticket numbers and i was made to repeat the story to everybody from call center to retention Deptt. to landline deptt.

I felt harassed and lost all hopes so i am now writing this to you. Your staff made me feel that they are playing some game with me and i ultimately stopped calling to AIRTEL. I thought that they are keeping higher authorities uninformed about what's happening at this level.
Following ticket number were given to me:-

37376396 , 37405322 ,[protected]Mr. Kundan) , 37561646, Mr. Dig vijay did not provide any T. No. to me.

Sir, i have lost all hopes. Kindly keep yourself in my place and feel. i feel that am being forced to say GOOD - BYE to the company

Hi...just have a suggestion to everyone reading this message and has a problem with Airtel's service - lets try to spread facts of Airtel DTH's pathetic service as much as possible - lets mention it on twitter/ facebook and every other place possible. Let us do our best to alert as much potential customers of Airtel DTH as possible so that they also do not end up wasting their hard earned money and time.

I think if people who have been victims of poor service from Airtel DTH form a group that would possible be one of the largest groups in India.

Hi...just have a suggestion to everyone reading this message and has a problem with Airtel's service - lets try to spread facts of Airtel DTH's pathetic service as much as possible - lets mention it on twitter/ facebook and every other place possible. Let us do our best to alert as much potential customers of Airtel DTH as possible so that they also do not end up wasting their hard earned money and time.

I think if people who have been victims of poor service from Airtel DTH form a group that would possible be one of the largest groups in India.

Count me with your and lets spread this work

Dear Mr Rakesh Ranga,

Just a superficial line saying you apologize for the inconvenience caused means nothing for a customer who has been denied his right to watch TV with his family at home for 8 full days after paying Airtel in advance. I can understand 2-3 days, but 8 days and still counting, is utterly ridiculous to put it mildly. Its been like an hour spent every day trying to write mails/ contact people ever day for the last seven days, and you add to that the mental hangover feeling that you are left with when treated so poorly by Airtel. What do you mean by you apologize for inconvenience?? Can you explain pls. On top of it every alternate day someone from customer care calls me and wastes my time asksing what is the problem and whether my connection is working???? On what basis are they asking whether my connection is working? How can it work unless some service engineer comes home and rectifies the defect? And when I communicate this to them they say they will send a person the next day and NO body turns up the next day. And when I call back the same customer care executive the next day he does not pick the call and does not respond to messages (the same thing happened yesterday with a customer care executive with the number[protected]. If you really mean your 'apology' explain to me clearly why even after 8 days my connection is still not working? Explain to me what action will you take against irresponsible customer care executives like the one with the number[protected], who calls one day and says he will sort out the problem next day and is so arrogant to not respond when the customer calls or messages the next day?? What action will you take against the local service engineer who came to my home on 14th April and said he will get some extra cables the next day and re-install my dish at a different location to receive signal and just vanished after that and does not respond to customer calls the next day.
In absence of you addressing the above issues, your 'apology' means absolutely NOTHING.
My customer ID [protected], hope that is sufficient for you to get my contact details if you want to get in touch with me.
In my 30 years of existence in India, my last 8 days experience with AIRTEL HAS BEEN THE WORST EXPERIENCE EVER AS A CUSTOMER.
Hari

The sweetest thing about these Airtel folks is that even after they have been contacted numerous times regarding a complaint is that they would call you to inquire (1) what the issue is, (2) if it has been already resolved. They would keep on bluffing you by maintaining that they would resolve it pretty soon, which actually never happens.

If one looks at it from the point of view of the company, then its not hard to figure that it doesn't make much sense to invest in customer service for a variety of reasons: (1) the customer has already paid in advance for the service (remember it works on prepaid basis), (2) there were (significant) costs associated with subscribing to the service (Rs. 1500 to Rs. 2000 as setup/installation costs), (3) inertial of a consumer to move over to another service provider (given that most are alike when it comes to service).

I'm still waiting for the issue to be resolved, and paying for services that aren't being offered. What else could Mr. Mittal and the rest of the gang ask for?

Bang on target...arrogance in service levels driven by the facts that it is pre-paid, customer has already paid for installation. However the day is not far off when most customers would prefer their dignity and self esteem over accepting the disgusting services of Airtel DTH and ditch it for a better option and be willing to forgo the upfront money paid.
This is what happened in the case of DISH Network Corporation USA - In the US there are 2 DTH companies DISH Network Corporation and DirecTV, since 4th Quarter of 2007 DISH Network USA has lost significant number of subscribers and has ceded significant market share to DirecTV - the main reason for this happening was poor customer service by Dish Network USA, with many calls to customer care not being attended to. And hence a lot of DISH Network subscribers shifted to DirecTV. Finally in the middle of 2008 the CEO of DISH Network Mr Charles Ergen personally apologized to customers for the poor responsibility. The time is not far off when Mr Mittal will find himself in situation similar to Charles Ergen - by then it would be too late to make amends. I have absolutely no doubt that Airtel DTH will face the consequences of their disgusting treatment of customers when they star loosing subscribers.

I just got a call from Airtel telling me that they can replace the set top box and it'll cost me Rs. 350/= plus Rs. 100/= as visiting charges! This guy was out-rightly threatening me to continue with the services, else there will be a *RECOVERY*. I asked him whether the agreement at the time of taking the connection stated that the set top box etc. was on lease and belonged to Airtel. To which he replied, "NO, but aisa hi hota hai". I further asked him whether he was calling from the support division or the extortion division to which he hung up without saying anything.

Kudos, Mr. Mittal.