Airtel — Upgrade to HD DVR

Kartic Ramesh

from Chennai, Tamil Nadu

Address:

Tamil Nadu

Hi

On the afternoon of 22nd April 2012, something came over me and I decided to upgrade my existing Airtel DTH STB to HD DVR. So I call Airtel DTH customer care and some lady picks up the call and explains all the plans and says that I have to pay INR 4990 for the HD DVR. Alright, so I pay the amount over the phone only using OTP from HDFC bank via IVR. Once the payment has been received and I get an HDFC sms saying that my card has been charged, that person immediately says that they dont have the DVR in stock and it will take 7 days. Since I was planning a vacation anyways, I say OK and once their field agent calls me a couple days later, I ask him to install it at my place on 3rd May 2012.

Diligently, I call that installation guy back on 3rd May only to find that he is busy. Finally after a lot of cajoling, he installs the new HD DVR at my place by 5.30 pm on 4th May 2012, packs up and leaves with the old STB and promises that everything will be activated within 30 minutes. Thats when the nightmare starts.

From around about 6pm on 4th May up until now (6th may 1am midnight) I have made at least 20 phone calls to the Airtel DTH customer care 12150 only to be snubbed saying that my upgrade payment of INR 4990 that I had made on 22nd April 2012 has not been updated in their system. I spoke with at least 10 different junior executives, 4 different senior executives and even 1 back office team lead (Mr Deepak) who was so confident that my system would be up and running in the next few hours volunteered his phone number ([protected] which he is not supposed to divulge) to me. Now, when I am trying to call him up regarding his false promises, he just picks up the phone and says that he is hanging out with his friends and cant help me on a saturday night.

The most frustrating part is even after so many calls to their customer care and a verbal confirmation from the back office team lead Mr Deepak that that amount has been received by Airtel DTH with only the problem o[censored]pdating in their system pending, there has been absolutely no action taken by the team to resolve this issue. With the money safely pocketed they seem to be absolutely not worried about the fact that they are taking their customers for granted.

I either request immediate activation of my new HD DVR or a full refund of the charges made on my card so that I can make alternative arrangements from other DTH operators that provide better service to their customers

Customer Name: Kartic Ramesh
Customer ID: [protected]

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Comments

biswa271

from Mumbai, Maharashtra

Airtel DTH — HD DVR UPGRADE

My airtel cust id is [protected] from bangalore(pin:560037). I had booked for HD DVR upgrade from normal set-top box on MAY-6-2011(req no. 7684407). And it is very sad to say that still INSTALLATION NOT YET DONE(Today:JUN-6-2011). I had transferred the amount Rs3990/- on their customer executive confirmation that box is available. Iam fed up writing to [protected]@airtel.in; [protected]@airtel.in; dthnodal.[protected]@airtel.in;. I have also lodged complain with their customer care (req no. 8679766 for Wrong Resolution). Where customer care assured for getting it fixed by saturday. On saturday i did get a call asking what is my problem, he said i will forward your request to concerned person and dropped the call. Still nothing has been done.
It is absolutely hell situation dealing with airtel digital TV, I have asked for money refund or immediate installation. no one is bother for either of them. Iam seriously thinking of filing a complaint against them, if this thing keeps on like this.