Airtel — delayed resolution

Address:

Mumbai Suburban, Maharashtra

Hello,

I have logged a complaint no. 17510596 with the call centre on 3/04/2012 morning regarding STB issues and issues with remote control. I explained that the STB was not receiving signals and some keys of the remote control were not functioning. I was told that the engineer would visit before 10.30 am next morning to resolve the issue. Till this date no one has turned up to resolve my complaint.
I called on the 4th of April morning and was told that the complaint was open and the engineer might come over till evening. I was given a number [protected] to followup with engineer. Despite numerous tries no one answers the number of the engineer. On calling back in the evening on 4th , the executive asked me to speak to his supervisor and put me on hold for about 15 mins. Thereafter the call disconnected without anyone coming online.
I called on the 5th, I was once again asked to speak to the supervisor by the executive and once again after a very long hold, I found myself to be on queue with the next executive again.
Obviously instead of being transferred to a supervisor, I was put on queue again. Was this done at the instance of the floor supervisor, I wonder?
On calling back again, after taking my id no, i was put on hold and the call disconnected again. All this time I have been trying to get through to the engineers number without any answer.
On 6th april, I called and as expected the executive who politely took all my details asked me to speak to his supervisor . put me on hold for 20 mins and finally I found my self to be on queue with another executive named Patibha Kumari. I explained to her that I was supposed to be connected to a supervisor but she said that I had called in to you, which means that I was back in queue. On my being adamant Pratibha organized a call back for me by a senior executive named JayKishore.
When I asked why a supervisor had not called me back, he said that he was in-charge of call outs to client and that he would speak to the engineer and call me back to find out why my complaint was not resolved.
I asked him to give me the name of the Quality Manager as I wanted to highlight the fact about how I was kept on hold for so long and then transferred back to queue and how no supervisor was willing to take responsibility to resolve customer complaints. He refused to give me the name or point me in the right direction.
I recevied two calls the next day on 7th april in response to my email to [protected]@in.airtel.com to find out if the issue was resolved and was told that it will be resolved the same day but no one came.

What I fail to understand is
1.why after the appointed time frame for customer resolution why no one has been appointed to check on complaints still open, follow up and resolve the same so that the customers don't have to call back all the time. Is that too much to ask from the company which makes tall claims about quality service.
2. why no supervisor from your call centre take my call despite being proactively asked to do so by your agents? why was bumped of calls after long waits? is their no quality monitoring? why has the quality manager no responded to my email?
3. Why was resolution provided after 7 days of complaining on the 10th of april? The visiting engineer Solomon said that he had received the complaint just the previous day. Why do I get charged for Nigerien visits and for hardware replacements. How is your service different from MTNL phone who service me free to ensure that the service is working fine so that I can use it for the money I pay you every month? My local cablewala is a lot more efficient and also does not charge for visits.
If you check the records then you will find that this is not the first time that I have suffered due to the inept and inefficient service provided by you.

I intend starting a online group in Yahoo, Google, facebook and Twitter named "Airtel DTH- BEWARE". I can immediately add at least 500 members in these groups.

A most disgusted customer,
William R Pinto
[protected]@gmail.com
[protected]