Airtel — No Service, No resolution only Bills

Address:

Pune, Maharashtra

Let me start of by saying, I am not writing to you to get my long pending issue resolved. I have lost all faith in the customer service of Bharti Airtel & all its service offerings.

I would like to highlight that the customer service has reached rock bottom and I do not see any improvement at all.

So let’s get into detail:

I subscribe to multiple airtel services since a few years now. Please find the details below,

Cellular Connections:
1) Postpaid Number: 90xxxxxx2; Account number – [protected]
2) Postpaid Number: 90xxxxxx4; Account number – [protected]

DTH Connections:
1) Customer id – [protected] – Mumbai
2) Customer id – [protected] – Pune

Issue: I had subscribed to 3G services Plan RS250/- for 1GB (30 day) on my phone 90xxxxxx2. It worked great for a few weeks no issues until then. Since past 3 weeks I have not been getting 3G speeds at any time of the day, any location, any handset.

The Maximum speeds I have received all this while has been 0.03 Mbps i.e 3.0 kBps down. I have tried tests at Kharadi, Hadapsar,Shivajinagar, Kalyani Nagar in pune without any luck. My colleagues (airtel subscriber too) have been able to very well cross
3.0 Mbps regulary (which means it’s not a network issue – Good for you until now).

I tried logging complaints with airtel customer care @ 121 (approx. 8 – 10 times) and never got any complaint number for my issue (BAD – I guess flouting TRAI guidelines is in vogue these days).

One fine DAY - One of your customer care executive tells me to go through steps like deleting, recreating APN settings (which I very well knew how to do & had tried it earlier and also informed him about the same, however no issues as he was just doing his job and I politely complied with him – so far so good huh … wait still to come, when nothing works the representative tells me to shutdown my handset & reseat the SIM card and assures it would work …. (yeah as if I don’t understand he wants to get rid of a troubleshooting a customer issue which is not his cup of tea), So I ask him to provide a complaint number before I hangup and reseat the SIM …… Time for a Quiz: What would you expect the customer care executive to do next? Okay let’s not pull our hairs off, let me tell you – HE HANGS UP ON ME (REALLY BADHUH, I should have realized that I do not pay for services, AIRTEL has been providing them to me as a matter of charity)

SO Now I call back again & ask to speak to a supervisor, after explaining the entire episode this representative puts me on hold & then …… ANY GUESSES WHAT’s NEXT? Yeah as anyone who tries to escalate an issue would know – HANGS UP ON ME (IT’s GETTING PATHETIC BY NOW)

I CALL UP AGAIN, Next person says that the manager is busy, puts me on hold for approx. 20 minutes (all this while I put my phone on speaker mode and keep listing to you .. JO TERA HAI WHO MERA HAI , AUR JO MERA HAI WHO SIRF MERA song. Realizing that I would not hangup easily and would stay on all night, this person also DROPS the call.

Exasparated I accept defeat and decide to call some other day.

I call up on AUG 7th and speak to someone who logs a complaint # 45224028 and assures me that the issue would be escalated and the SLA for resolution is until 16th August (10 DAYS for an issue resolution? Back to stone ages it seems) well I decided to wait it out till 16th August before I go all out to vent my anger. Yeah BTW the innocent little female representative who was so very dedicated to her job happened to convince me to fill up the IVR survey which I happily obliged to do :-P.

Now after I punched in my responses regarding the out of the world customer service I received, somebody called me up proactively to understand why I left negative feedback. He hears me out too, promises to get the issue resolved in 2 DAYS FLAT (GREAT SO ATLEAST WE ARE PROGRESSING TO BRONZE AGE NOW ,,,, hahaha give me jiggles)

WELL SO HERE WE ARE ,,,, SO FAR NO RESOLUTION – NO CALLBACKS AND YOU HAVE MISSED MULTIPLE DEADLINES WHICH BTW WERE SET BY YOUR OWN PEOPLE.

NOW WHERE DO WE GO FROM HERE? YOU MAY CHARGE ME FOR THE 3G SERVICE THAT HAS BEEN NON EXISTENT SINCE A MONTH NOW (I don’t care even if I need to pay for some service that never was, maybe it might contribute in funding your transition from Bronze Age to Iron Age).

PLEASE DO ME A FAVOUR IN HELPING ME EITHER DISCONNECT ALL MY AIRTEL NUMBERS & DTH CONNECTIONS OR BETTER STILL DO NOT INTERFERE IN MY ATTEMPT TO PORT MY CELLULAR SERVICES OFF & SWITCH TO TATA FOR DTH.