[Resolved]  Airtel Relationship Centre — Customer service for MNP

Address:

Chennai, Tamil Nadu

This complaint is on the Airtel Relationship Centre in Alwarpet, TTK Road. I submitted a request for MNP to move from my existing Reliance GSM prepaid to Airtel prepaid. Per the process, I submitted the required documents at the centre on June 16th and was told that I would get a response/SMS from Airtel in a week. 2 weeks passed by and I did not hear back. My number continued to be with Reliance. I called up Reliance call center and spoke to the customer service reps for more than an hour. They could not diagnose the issue, they insisted the error was on Airtel's side and that they had not received any communication from Airtel. I called up Airtel call center, and again spoke to multiple reps and managers for over an hour. They were helpless since the number was not registered in their network/database. They suggested that the best way was to go back to the Airtel center where I had submitted the forms.

So, I took some time off work and stopped by at the Airtel center. This time, they said that the UPC code had expired and that they had to re-submit the request. I provided them with the updated UPC code and continued to wait for a week as they assured me it would be sorted out. This time, I noted down the phone number of the rep, Diwakar. 10 days passed by and still no response. I was furious. I complained to Airtel_presence on twitter and called their Nodal office number too. The reps seemed to be clueless about the MNP process and were not helpful. I continued to call Diwakar. After 3 calls in a single day, he responded saying that there was some error in processing the request. It could only be resolved if I went down to the Airtel office personally in Egmore. This was outrageous and I reasoned with him that I don't have the luxury of time to do that and requested the phone number of a personnel who can help at the Egmore office. He said that following up on the phone will not work and also went onto suggest that I should take permission out of office for few hours and go over to the Egmore office.

I really wish I had recorded the conversation so that Airtel understands the kind of customer service they provide. This was disrespectful behavior and I was taken aback. Pursuing this issue further would only result in the waste of my energy and time, so I did not. But I wanted to highlight it to other consumers so that you can be more cautious while dealing with them.