[Resolved]  Airtel Prepaid — Airtel not providing service register / reference / docket number for the complaints lodged to them through 121 / 198

Address:

Chennai, Tamil Nadu

I’m Dr. Sunil, from Chennai. I have a prepaid mobile connection with Airtel. I have activated 3G data share pack & it was confirmed with the following message from Airtel 121 “Data Share Rs.1001 Free 5 GB Plan is successfully activated, validiity 30 days/bill cycle. To add number, SMS Data Share ADD to 121″.

I composed a message ‘Data Share ADD XXXXXXXXXX’ and sent it to 121. I received the following error message from 58109 “Sorry! Your request to add/delete airtel mobile XXXXXXXXXX for sharing 3G data could not be processed due to It is not a valid parent number”. I tried with other number but the same error message returned. So i called up the 121 and informed my problem, they asked for the format in which the sms was sent and what error message received and later they also collected the number to which i tried to add. They informed that they arranged me a call back to resolve the problem. But no one called me. I called 121 few more times they informed that they will arrange a call back, but with no result. Attempted to do this through www.airtel.in website, but the same error message came to mobile.

On 29th April, 2013 i spoke to a team lead in 121 after asking the executive to connect me to a higher official, he also promised me a call back but this was also with no result. he also said that he can arrange a refund. I told him i want the service instead. He gave me an applet number [protected] and asked me to speak to Mr. Balakrishnan about this issue. When i tried the number it requested me to key in the SR number. So on 1st May, 2013 i called 121 again and requested them to give me the SR number for the complaints that i have been placing for 5 days. But they said they have no provision to generate it. So i insisted to speak to a higher official and i was connected to Mr. Dev, Team Lead, 121. He denied to give me a SR number as this issue doesn’t come in the scope of giving SR number.

When i can’t escalate to a higher level without SR number and i’m not provide one to do so what kind of a customer service is run by Airtel. So i gave a compliant that i was promised of call back and it was not done for three consecutive attempts (even by team lead) and asked them to give a SR number for this compliant atleast. Which again was refused. So for what level of complaints do a customer get a SR number.

What is the escalation matrix of Bharati Airtel and whether the SR number not be given is a rightful claim of Airtel. I have been facing so many similar issues with Airtel, jus because they give a better service. But when there is an issue Airtel behaves the worst in resolving it.

For all many such previous incidents i had to go to the level of appellate to resolve issue with much difficulty. Now the appellate is not accessible without a SR number, which the customer care is denying me to give one.

As a long term loyal customer i demand a better services from them including the speedy activation of 3G data share and the days adjusted according to the day of enabling of sharing services. What will be the answers for the difficulty i’ve faced for resolving so many issues with Airtel. Aren’t they suppose to give me a better service without much effort from my side.