[Resolved]  Airtel Digital DTH — Cheating Customer rather than Giving Resolution

Address:

Ghaziabad, Uttar Pradesh

Dear Concerned,

This is to bring into your notice about your employees attitude towards resolving customer problems.

We have put up the first request to airtel on 8th of september Request number-(pls refer to our calls)

Engineer came up at our place and we have realised that there is main wiring missing in our apartment and we have requested engineers to go back.
Post that we have been informed by customer services people that we have to put in request again to get our set reallocated.We have taken their advice and did so.

We have put in request on 17th again Request number[protected] .Engineer by the name Aman visited our place .Post checking the requirements first he refused to install the same and given us information that airtel has given strict instructions that they will not be doing installation wherein internal wiring is there in flats in multi-story buildings. They would install the DTH dish in the balconies only.

As per the Society Rules, any flat owner can not get the DTH installed in balconies and the same can be done on the Top floor and all the necessary arrangements have been done by the society. I went to the TOP FLOOR where 20-25 dishes are already installed on the top floor of other DTH vendors.

In the meantime, Aman was in constant touch with us and despite of giving promises to visit our place he never used to visit.On 20th morning Aman has called up and confirmed airtel has given me instructions not to install but still I would visit at your place on my holiday and see what could be done. He has visited our place at 5:30 in the evening and given us budget of 800 Rs for the installation since there would be lot jointers & connecters would be needed. We called up customer service and asked for the prescribed rate list, Customer care exec. refused to share with us and claimed that customer services people do not hold actual information regarding the connectors and jointers.

Aman did half of the work till 20;00 hrs and DTH was still not in operational mode.He kept junction box and the pointers opened and went back. When we have told to rectify it properly he refused as he said he would visit again next day and do rest of the work.He asked us to pay 500 Rs immediately and rest to pay next day. We trusted on him and paid him 500 Rs.

We were surprised at that time that is why he was trying to misguide us by giving us wrong information that airtel has given them instructions not to reinstall in flats where internal main wiring is there.

At the same time, we have never put in request to close our request but without our confirmation request has been closed.We believe this all is being taken care by Aman and he is getting our complain closed by his own ways as there was not even single call which has been made from customer services pre closing our complaints.Customer services was in constant touch with us till the time Aman was not into picture.It clearly shows that employees have access to all screens and controls wherein they can manipulate and close customer complaints.

I called up again Customer Care on 21st Sept'12 and asked the reason of closing the request however nothing has been done. Explained everything to customer care executives once again. Executive promised to resolve the problem in 4 hours but nothing was done on 21st Sept. I called up again on 21st Sept evening and asked for the resolution and put me on hold and disconnected the call. Then Called up the customer service number several times but everytime the call was put on HOLD.

I again called up on 22nd September Morning, it was confirmed by the executive that the problem is not resolved from Airtel end. they would get back to us with in 4 hours. It's been 2 hours now, no call has been made as of now.

Would again like to highlight the employees attitude towards customers.

1)Engineers are more interested in making their own money despite of resolving issues.

2)Customer services people have their own access to close complaints request without checking customers.

3)Despite of complaining again and again nobody takes initiative to actually resolve issue.

4)How can Airtel give this access to employees that they can use their knowledge and cheat people for their personal benefit.

Would please insist to take strict action against Service Engineers as they are not interested in resolving issues rather more interested to make their own money.

Regards,
Sanjeev - [protected]
Customer ID - [protected]