Airtel — Consumer care

Address:

Mumbai City, Maharashtra

This company is terminally sick, and the tragedy is the big bosses do not even know what is killing it. And if they know, they are surely not aware of its seriousness.

It’s the management that is killing the company. They have been concentrating only on maximizing profits, by means fair and foul, and that too unsuccessfully. The customer is its last concern; in fact of no concern at all. The sales function has been outsourced to shady agents who are profiting by cheating consumers. The agents also become agents for other shady dealers who are passing on spurious products to the consumers of Airtel. This has gone on for such a long time that the low level officers of the company are now a part of the network. These low level officers can make a customer’s life living hell if he ever crosses their path.

The company has a very elaborate system of ‘customer care’, which is apparently managed by robots. These robots do not understand the problem the consumer is facing, but send out only fifteen digit reference numbers, both by email and SMS. When they cannot sort out the problem they just become deaf and dumb. The company web site is a nightmare to navigate. It does not even provide the services it advertises. The only feature that works properly is the one collecting bills.

The servers of the company are in such a poor shape that even those responsible for running and maintaining them express helplessness when confronted. Even a function such as ‘My Account’ will not work most of the time. It is a frequent problem when servers do not recognize even the usernames of passwords.

If this company gets hold of your email ID or telephone number, it assumes it has a license to send emails and make calls, at the time of its choosing, on matters concerning only the company. And it arrogates to itself the right to collect data from you, at its own convenience, for all services it makes you pay for.

Airtel must be the only company in the whole world that is sure of advancement and growth in the face of vanishing legions of customers. For such an astonishing achievement it manages to sell its products, particularly broadband and TV to only those who do not have any other easy option. I wonder for how long?

Airtel must learn the importance of keeping the consumer happy and satisfied from what the Mahatma said to all businessmen. See the following Quote:

"A Customer is the most important
Visitor on our premise.
He is not dependent on us,
We are dependent on him.
He is not an interruption of our work,
He is the purpose of it.
He is not an outsider to our business,
He is a part of it.
We are not doing him a favor by serving him,
He is doing us a favor by giving us,
An opportunity to do so."

If Mr. Sunil Mittal does not agree with me, I would like to hear from him on this site. (Check just one A/C No. [protected]). If he can visit my home I will show him exactly how the customers of his company are systematically fleeced. I will also show him how his company invariably falls short of fulfilling its promises to the customer. He can contact me, if he has any interest in his clients, in Mumbai on 40151046 or 28576008.

I have written this for the following purposes:
• To save Airtel,
• To inform consumers,
• To make the management pay heed to consumers, and
• To get my legitimate problems with Airtel addressed.