[Resolved]  Airtel — Poor Customer Service by Airtel Helpdesk

Address:

Delhi

Wrote email to Ombudsman but unable to sent the email address isnt working viz. [protected]@airtel.in and [protected]@bharti.in. I am wondering weather it even exists or not.

The Ombudsman DATE: 12th Sep’2011
Bharti Airtel Limited
Unitech World Cyber Park
Tower-A, 4th Floor, Sector-39
Gurgaon-122001, Haryana
India.

Subject : Poorest Customer Service Airtel Fixed line DSL.

I, Rohit Saini, have been a pleased customer with Airtel Mobility, DTH and Broadband for past 10 years. My account details with Airtel Service are as follows:

Fixed Line No. –[protected]

Account No.[protected]

Airtel Mobile No. – [protected]

Airtel DTH - [protected]

I am writing this letter following a spate o[censored]npleasant incidents which can be described as at best poor customer service possibly in the Telecom sector and thus, resulting in my disillusionment in Airtel customer service.

The Airtel Internet service helpdesk should rather change its name to Airtel Service Trouble-desk. For the past five days now I have been troubled by the internet services provided by Airtel. And to make me more aggravated there is no Manager present in Customer Care Centre who can be approached to get this issue resolved. What disturbs more is that the psychological abuse I have been facing in the past 5-6 days is caused by service provided by India’s one of the so called TELECOM MAJOR ‘AIRTEL”. Probably “Shame” is the right word for the Customer Service I have received from Airtel HELPDESK. Few are the details below which describes my agony:

· Called up “24 X 7 Airtel helpdesk” three days in row but was unable to lodge a complaint as the service representative would end up disconnecting the call.

· Estimated time to correct the issue is revised a number of times because no service engineer could visit in three days. At first the time to repair was “01:30 PM” Saturday which was changed to “08:00 PM” Saturday. Again the Help-desk supervisor promised and changed the time to “04:00 PM Sunday”. But I pity the poor and false commitments made by Airtel supervisors as nobody showed up in two odd days. And nothing has been done as of now but a few fake commitments more. The time revised to “4:30 PM” Monday.

· A number of times the Customer Service Representatives, who, failed to deal with a little aggravated difficult customers disconnected my call and hung upon me by saying they are helpless because of lack of authority to send the engineers.

· One of the engineers named “Gagan” finally called up but never wanted to visit the place and forwarded the complaint to the phone department. I am glad that the Gagan was so courteous that his literal words were “AAP CHAR DIN SE PARESHAAN HAIN TOH MAIN KYA KARUN”. I would consider this as one of the best example of exemplary poor customer service at its best.

· The ordeal did not end here and I called the Helpdesk again but the agent refused to transfer the call to supervisor and said they are not allowed to. The irony is that the poor agent did not know that in the past three days I have got to the Call procedures of Airtel customer service better than any of the agents in Airtel Helpdesk.

· Rude behavior of Agents is what I am least Bothered as that should be the concern of Service Provider but not the consumer. Probably there was no Manager to check out the agents’ behavior as there were multiple agents who disconnected my calls and behaved rudely.

· Incorrect data logging. Somebody made a log that “Engineer visited and rectified the issue” whereas, nobody visited.

Being one of the Telecom Major in India Airtel shouldn’t be least bothered about the customer service. It is unacceptable to be treated in this manner and this is not a first -time experience. I will probably have to take the complete business to elsewhere and the case to consumer court. But being in business with Airtel for so long I am making this last attemt so please respond with how you have handled this issue and if I can be sure this will never happen to me again.