[Resolved]  Airtel Landline / Broadband — Customer Service

Address:

Chennai, Tamil Nadu

The below is an email whic I had written to AIRTEL customer service.


Am writing this email with utmost disappointment and regret
about the quality of services being offer to me by AIRTEL which is the country¿
s best mobile and communication service. I am an Airtel Mobile subscriber for
the past 6+ years and after being thoroughly satisfied with your service I
thought only about Airtel when I found a necessity to have landline connection
at home with Broadband. All was well un till late July 2010



I had planned to relocate from anna nagar to Vadapalani in
Chennai and had placed a request for the same and the confusions started then,
My phone line was deactivated and then after so much of confusion and after
spending almost rs 60 talking to your customer service from my mobile
(escalations after escalations) my line was reactivated and then the connection
was duly shifted to my new address. This incident caused a lot of discomfort in
my mind and I began losing faith in your customer service.



Then yet again, by last week of August (around 29th) my wife
Gayatri ( in whose name the connection is) made an enquiry regarding
deactivation of Broadband services on the phone, she was informed that if the
broad band is deactivated my monthly rental will be Rs 499/- for land phone
connection only, on hearing this she ended the call saying that we will
continue as it is. I remember accessing internet at home on the 19th
septemeber. Then When I tried accessing internet on 27th September it did not
connect, I immediately dialed 198 ( because 121 services were charged) and
raised a complaint, I was shocked when the representative told me that the
line was deactivated based on a request made by me on 30th July (This was the
earlier issue which I wrote about in the previous paragraph), I clearly
explained to him that the issue with respect to July had been resolved and my
phone is working well and only my BBis not working. The representative tried to
transfer me to the escalation dept and eventually the line was disconnected.



I called back again and got connected to one Mr Moses, who kept
me on hold for almost 20 minutes trying to get my details and again the line
was disconnected. I again called back on 28th sept and spoke to a lady in the
escalations dept ( I did not write down her name) and she guaranteed me that I
will get a call back in about 2 hours time (the time made the call, was about
11.30 AM). As expected I did not get any calls until 19.00 that days and Mr
Lokesh tells me the same story again that my Line was deactivated based on a
request made by me in July ( I real fail to understand why Airtel is so
outdated in having records/data up to date) I clearly informed him that the
issue with July had all been cleared and its only my broadband which is not
working and I assumed that the person who answered the enquiry (around 29th
August) had incorrectly taken a request for cancellation. Mr Lokesh informed me
that the issue would be settled by 01st October.



I received a call from Mr Sandy ( Reactivation Dept) on 28th
Sept around 16.00 and he told me that he was calling me regarding reactivation
of my phone, to which I clearly informed him that it¿s not the phone, but only
my BB. He said he wanted to confirm my address and he started reading out my
old address ( Anna nagar address) which I had changed as of 20th august, the
phone was shifted by AIRTEL and I even submitted a copy of my new address
proof. I did lose my temper and was agitated about the response I had been
getting from Airtel with respect my simple issue of broadband not working, Mr
Sandy seemed to be agitated about my raise in temper than trying to understand
why any customer would be agitated. The last thing I spoke to him was ¿ You
have my updated address, locate it and rectify my problem¿ to which he said he
will do so, but am so sure he is going to close this case saying that the
customer is agitated and abusive



If there is one soul in ARTEL who is truly considerate about
customers, I expect quick solution to my problem, You can reach me on 98409
96461 for any additional information that you would require.

and i get an automated reply.....

Dear Airtel Customer,

Thank you for writing to us.Your request has been registered with us and your unique reference no. is[protected]. Request you to quote your unique reference number for future interactions. We shall get back to you within 24 hours.


As you would have guessed no one called. and teh persistent me the emailed again

To Whomsoever it may concern

The below email said I can expect a solution within 24 hours or at least some one would revert back to me in 24 hours, well it’s almost 4 days since I wrote the source email out to AIRTEL customer service under the assumption that my issue will be looked up on by a customer focused soul in AIRTEL. You guys are proving without doubt that you guys care a DAMN about your customers and all it matters is MONEY.

I WOULD LIKE TO MAKE ONE THING VERY CLEAR TO YOU, I WILL NOT BE MAKING ANY PAYMENTS DUE TO MY AIRTEL LAND PHONE[protected] CONNECTIONS UNTILL MY PROBLEM IS CLEARED.

If the same is not cleared at the earliest I will be disconnecting my AIRTEL mobile connections which am using for the past 6 years and apart from that I will share my plight with my office colleagues who share CUG connections with me and am sure on hearing my plight they will also want to jump in to your competitors eager marketing executives.


And I WAIT to eternity..............