Airtel DTH Service — Grievance & Harassment Notice
Delhi, Delhi, India
Airtel Digital TV
Bharti Telemedia Ltd.
1, Nelson Mandela Road,
Vasant Kunj, Phase – 2,
New Delhi - 110070
Subject: Grievance & Harassment Notice
I have been the customer of Airtel Digital Tv for more than a year now. Keeping my faith in Airtel I even got the subscription of another connection for my 2nd Television.
I want to bring to your kind notice that on November 8th 2010 morning, I noticed that one of the setup boxes provided by you has stopped working & there is no display on the television screen. Apprehending that this could be a problem of hardware & for quick resolution I immediately decided to log a complaint with the customer care.
Details of the first complaint:
Date - Nov-8-2010 (Service request number = 4386626) for Video problem
It was conveyed to me by your customer care that the Airtel Digital TV engineer would visit my place & Video problem would be resolved by the morning of Nov 9 2010. It was also conveyed to me, I will receive a call from the engineer 30 mins prior to the visit. I also got one sms from your side mentioning above request no and for further assistance I can contact at [protected]. Now, this number always remains switched off.
I would like to inform you that nothing of that sort happened to resolve any of the issues above. Neither any engineer turned up as per the allotted time provided by the customer care nor anyone from Airtel Digital Tv customer care bothered to call me to confirm if the issue is resolved.
So without losing patience, on Nov-9-2010 morning, I decided to again contact your customer care to enquire about my service request. Now I was updated by your customer care executive that the engineer has missed the morning slot on Nov-9-2010, allocated to visit my place, but no reason was provided to me as to why engineer missed the slot. This time again I was assured by your customer care executive that the engineer will reach my place within 2 hours & she is writing a direct request to the concerned authority to do the needful. So I was not provided another service request number.
With full faith I accepted the assurances given by your customer care executive & waited for the engineer to arrive at my place. But to add to the pain no one from your side either visited my place nor anyone from digital TV customer care tried to enquire about it.
Completely shocked by now, I again decided to call up the customer care myself to enquire about my service request of Video problem. I made another call on Nov-9-2010 evening, to enquire about the complaint status. To my horror, this time again your customer care executive repeated exactly the same lines to me that, engineer has missed the slot allocated to visit my place. Again no reason was provided to me as to why engineer missed the slot. I was given another service request number 4406862 during this call.
After this call 72 hours passed by & no one from Airtel digital Tv customer care has bothered to resolve my grievance. Testing my patience again, I decided to give another call to your customer care, so I made a call on Nov-10-2010 evening & notified the executive about all the past events. But can you believe what reply I got from the customer care executive, I think by now it must have become clear to you that what reply we can expect from your customer care executives. I received the similar reply, Sir sorry for all this botheration; engineer has missed the slot that was allocated to visit my place. Again no reason was provided to me as to why engineer missed the slot.
Since my first complaint, 4 days have passed by & today it is Nov-13-2010, we are feeling harassed by the attitude shown by Airtel digital TV towards us as a customer. I also called your helpline number numerous times but all in vein. I’ve even used your Online Query / Request / Complaint Registration Form for complaint but nothing happened as usual.
I have subscribed to your Mega Plus plan & paid Rs. which is valid till Dec-2-2010. I would like the Airtel digital TV to compensate my loss due to this negligence shown by your customer care. I may inform you that this act of complete ignorance, fooling the customer, negative attitude & discomfort thrust upon me & my family is causing us a great mental & physical strain.
Please take notice that in case your persistent rash/negligent act as aforesaid results in any damage to my health, Airtel digital TV will be fully responsible for the same. If you fail to take necessary action, I shall be constrained to take legal action against you before a competent court/forum, and in such as eventuality, you will be responsible for all costs & incidental expenses that I may have to incur.
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