[Resolved] Airtel — hd set top upgradation and recharge
My airtel dth customer id is [protected] in name of bharat hemrajani and i had normal sd set top box...on 1st july we bought a new led tv and requested airtel dth customer service for upgradation of set top box. I was informed that there will be charges of rs.1800 and we will get 17 hd channels free for 1 month, after which if we need then can pay the top up charges of 175 every month to continue the hd channels.
I confirmed the same and was told that it will be done within 24 hours....there started the horror, i had never in rarest situation expected that had to go thru this just to install and activate a hd set top box that too with airtel.
there was no news till 2nd july so had to call up again and it was informed that the request was not registered itself on 1st july...so again the request was put and i was told confirmation call will come from TPR which is got on 2nd and was confirmed the details once again & again assured it will be done in 24 hours.
3rd july passed but no response and again as an indian customer dependent on the service called up for follow up and assured it will be done within 24 hours.
4th july passed and the same story was repeated...now i realise it was my mistake, i should have at that time changed my mind and gone with tata sky as the were giving connection in 4 hours but still as a fool i agreed to the assurance of customer care and again it was told will be done within 24 hours.
5th july....finally after repeated follow up with customer care and techincal guy...the hd set top box was bought and techinician took back the sd set top along with 1800 rs. and assured that within 30 mins it will be activated.....i waited till evening and as i had got habit of calling customer care so did the same and was told sharp 8 pm SATELLITE will uplink my relay....i felt like someone is going especially for me to uplink the signal with satellite.....sadly no one went in space and 5th july passed away
6th july....after repeated calls from my wife & myself finally the channels came but not the hd channels....again after follow up finally hd channels also got activated and i confirmed it is free for 1 month which i was assured about & told from next month i will have to pay 175 if need to continue...then our family enjoyed watching tv for 7th and 8th july.
9th july....comes the horror day....morning our account is suspended and showing error code 6 : negative balance...my wife called customer care and they told will resolve in 2 hours which was not done as usual and i even won bet with my wife that u guys will not do it.....then i had to call and it was informed that 175 rs for hd channels has been charged to my balance which is why its gone to negative balance and account is suspended..upon insisting that 175 rs was not to be charged then it was told it is mistake and i was told to talk to floor supervisor mr.prabhakar who spoke to me for 32 mins, put me on hold several times and finally disconnected the call.
again i had to call and this time call landed to chennai office some girl spoke again listened to my story, put on hold and disconnected.
again i had to call and this time some gentleman listened to my story and told have booked a tpr call our back end with get back....no response
again i had to call and one gentleman faisal listened to my story..promised me will resolve in half hour and get 175 rs reversed to balance & channels will get activated....as it is said promises r meant to be broken...no result
during this time i forgot i also have an office and need to go to work so left...later my wife called and she was given a brilliant solution that since account is in zero balance u recharge 150 rs..and then executive will reverse 175 rs.......my wife asked him to uninstall the set top box and return the 1800 rs.
again i had to call and i was assured in 5 mins back end team will call...no response.
again i had to call and i was told manager is not on floor....he will call back but i insisted to be hold and be on line....after long hold promised to call back in 10 mins but no response.
again i had to call and i was told pls give us a last chance definitely supervisor will call back in 5 mins....i insisted to give me manager number or regional head number and mail id so i can address my issue but in vain....i was told i cannot talk to regional head.
finally i took these mail addresses from net and by the time i have been typing this mail my both mobile & landline numbers which r registered with airtel did not ring...i do not know how much 5 mins or 10 mins are for u airtel guys.
all these complaints may sound stupid to u but as a customer i was only looking to get an upgradation and activation of hd box....today i have called 9 times but all in vain & u might probably have all the voice call recordings so u can listen to that....but that also i doubt u do because if it was actually done then definitely the quality guys would have worked on the issue & tried to resolve it.
my only concern for today was that inspite of telling customer that 17 channels r free then why the 175 rs has been charged to my balance....if its done by mistake then why is it not being reversed inspite of repeated requests and calls.....why no manager or supervisor willing to attend the issue & resolve it....why there is such unprofessionalism inspite of we boasting such big talks.
Complaint marked as Resolved Aug 14, 2020