[Resolved]  Airtel — Complaint on Airtel 3G Network Service

Address:

Chennai, Tamil Nadu

I have purchased the New Airtel Data card from the referral of my corporate company and I am using the data card from the March of this year 2012. Whenever I connect the data card in home I will get only the EDGE connection (2G). I was managed with that connection and I asked the person who sold the data card to me, and he told that “Airtel in the process of converting the towers from 2G to 3G, so you will receive the 3G connection soon in your area”. So, I started believing his word and waited till the month of August 2012. Up to the month of August 2012 my problem has not resolved, so I made the compliant with Airtel customer care through the Email by sending screen shot of my speed problem. I have received the immediate Auto reply mail saying that “Thank you for writing to us.”
The next day, I have received another mail saying that “airtel has a very robust network and we have a state of the art infrastructure deployed to ensure continued services to our customers. Despite this, issues crop up in some cases due to several reasons: location of a building, topography, climatic conditions, the handset quality, to list a few.” And I replied that “When I using the data card on seating in my balcony also I'm getting the edge connection only. If I want to prove, just send one technical person to confirm the same.” Then there is an immediate Auto reply mail saying that “Thank you for writing to us.” But there is no proper reply from the customer care executive.

And again after some days I sent the follow up mail to Airtel by asking the status on my mail, again I received an immediate Auto reply mail saying that “Thank you for writing to us.” Then only I came to know that Airtel will all ways use to send auto mails and not proper reply.

After sending the lots replies to more than 10 Airtel executives for the same mail “Airtel has a very robust network and we have a state of the art infrastructure deployed to ensure continued services to our customers. Despite this, issues crop up in some cases due to several reasons: location of a building, topography, climatic conditions, the handset quality, to list a few.” I have got worried a lot.

On September month Airtel sent the bill to pay and I have replied that “Should i pay my bill for this type of 2G connection?????????? If you not able to solve the issue.... please send your escalation matrix. I will take this issue with your higher officials.” And I stopped paying the monthly bill.

Then I escalated the issue to nodal and appellate officers by explaining all my problems, but till the date no proper response on my issue or resolution.

Finally I got frustrated and sent the mail to cancel the data card but I got the beautiful reply from the Airtel “we would request you to make the full payment towards the current billed and the unbilled amount on your account, in order for us to initiate action towards closing the account. Details of the amount payable as on 02/10/2012 are as follows: Outstanding amount: Rs. 904.18/-, Unbilled amount: Rs. 116.26/-”
The thing is, my monthly bill itself 699/- rupees only, with the tax it will be around 750/- rupees but I got Rs. 904.18/- Rupees why because of over utilization of free GB’s(3 GB). This update has given by Airtel when I had the discussion with Airtel customer care. My huge doubt is how it’s possible to access more 3 GB of Data with the 2G connection without connecting the Data card in the PC/Laptop. I think it’s possible only in the Airtel Service provider.

So I written back to that mail

“Let me suggest two options,

Please take my problem in high priority basis and complete it with in 1 week of time (I will not go for the cancellation, But you should provide the compensation on my bill for my anguishes).
(Or)
Kindly agree that you can’t able to resolve my problem, I will definitely make my full payment and go for the cancellation.
Keep on sending these types of forward mails, will not solve my problem.”

The Next thing is, The Airtel has closed my compliant twice by saying “Customer not responded to the call” I don’t know how they are closed the compliant like this. But I received 2 to 3 call from Airtel by promising that “your usage is low so will make the appropriate reduction in your bill and will resolve your issue.”
Up to today I am sending the mail to nodal officers, appellate officers, Customer executives but no reply.
And the very very very big thing is, i have escalated this issue to Mr. Sunil Bharti Mittal ([protected]@bharti.com, [protected]@Bharti.in) also but only received the read receipt not resolution.
My last 7 complaint numbers,
47220597, 46757551, 46327707, 46251229, 45806032, 45535953, 45387290
My Airtel Data Card Number: [protected]
Airtel Data Card Account Number: [protected]