Bharti Airtel Limited - Airtel Broadband — Advance rental paid but non-operational connection airtel account number [protected]

Address:

Ahmedabad, Gujarat

Hi,

This is Kalpesh Shah. I opted for Airtel Fixed line + Broad Band connection since June 2011. I paid advance rental of INR 10909 for one year in June 2011 for fixed line number:[protected] account number [protected].

Inspite of making full payment in advance, neither I am getting proper service and the connection is non-operational since last Friday and the irony is that I am being charged for this non-functional services. This has happened multiple number of times since I have taken the connection as communicated in my earlier mails.

I have faced outage / poor services for almost a month in last 8 months for which I have been charged by your company. I surrendered my previous landline number thinking to get best services from Airtel, but due to their irresponsible service I am facing huge problem on my professional front.

I want the full rental amount back since the connection is not operative and also a proper clarification from your end why the connection is not being repaired.

FEW MAIL COMMUNICATIONS ARE GIVEN BELOW FOR REFERENCE.

Best Regards,


Kalpesh Shah
[protected]


From: Shah, Kalpesh (NSN - IN/Ahmedabad)
Sent: Monday, January 23, 2012 4:42 PM
To: nodal.[protected]@in.airtel.com; [protected]@airtel.in
Cc: Dawn, Papiya (EXT-Other - IN/Ahmedabad)
Subject: RE: POOR SERVICE - REQUEST FOR PERMANENT RESOLUTION, ELSE SERVICE CANCELLATION. [|BAL|Qrc[protected]|]
Importance: High

Hi Ritika,

Thanks for your kind response. However, your response is not addressing my last mail written to your office. My last communication is attached herewith for your kind perusal.

I am sorry to say this, but I am not happy with this way my complaint is being handled by Airtel.

My connection is non-operational since last Friday and the irony is that I am being charged for this non-functional services. This has happened multiple number of times since I have taken the connection as communicated in my earlier mails.

I have faced outage / poor services for almost a month in last 8 months for which I have been charged by your company (Kindly refer to the attached previous communication mails).

Hope, someone at Airtel understands the importance of the term customer satisfaction and attends to my problem. Else, you can continue using my money without providing the assured services.

Looking forward to an early response for some responsible post at Airtel.



Thanks & Rgds,

Kalpesh Shah
[protected]


From: nodal.[protected]@in.airtel.com [mailto:nodal.[protected]@in.airtel.com]
Sent: Monday, January 23, 2012 3:12 PM
To: Shah, Kalpesh (NSN - IN/Ahmedabad)
Subject: Re: POOR SERVICE - REQUEST FOR PERMANENT RESOLUTION, ELSE SERVICE CANCELLATION. [|BAL|Qrc[protected]|]

Dear Mr. Shah,
Thank you for writing to airtel and giving us an opportunity to assist you.
This is in reference to your email on 20-January-2012 to our nodal office regarding the connection not working for your airtel landline number [protected].
We would like to inform that, your concern related to the connection not working is registered with us vide reference number 10578526 and the same will be resolved on priority.
We seek your co-operation in this regard.
Please accept our sincere apologies for the inconvenience caused.
It is our privilege to have you as our valued customer and would like to thank you for your continued patronage. We look forward to a very warm and fruitful association with you.

Please do write in for any further assistance.


Warm Regards,
Ritika Sinha


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[protected]Original Message[protected]
From: kalpesh.[protected]@nsn.com
To: nodal.[protected]@in.airtel.com
Cc:
Sent: 20/01/2012 10:17:58 AM
Subject: Re: POOR SERVICE - REQUEST FOR PERMANENT RESOLUTION, ELSE SERVICE CANCELLATION. [|BAL|Qrc[protected]|]

Hi,

The connection is again down since today morning. I am hoping for the best.
Request an early resolution as you are unjustly using my money (CHARGING ME)
without providing me the services.

BR// Kalpesh

--- original message ---
From: "nodal.[protected]@in.airtel.com"
Subject: Re: POOR SERVICE - REQUEST FOR PERMANENT RESOLUTION, ELSE SERVICE
CANCELLATION. [|BAL|Qrc[protected]|]
Date: 20th January 2012
Time: 10:00:06 am

Dear Mr. Shah,





Thank you for writing to airtel and giving us an opportunity to assist you.





This is in reference to your email on 18th-January-2012 to our nodal office
regarding the connection for your airtel landline number [protected].





We apologize for the inconvenience caused to you.





As per our telephonic conversation, we would like to inform you that, we will
forward the issue to the concerned department so that the same will be resolved
at the earliest.





It is our privilege to have you as our valued customer and would like to thank
you for your continued patronage. We look forward to a long and fruitful
association with you.





Please do write in for any further assistance.


Warm Regards,
R. Rahul



Your response will help us to enhance your experience with Airtel. Please click
on the link below & provide us your valuable feedback on this interaction
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A6EF147F8FF11C7D8E8D87F2177687EA65F81A7A84868FF012729EFC167697FF 3 4 D
E759C&refno=Qrc[protected]



[protected]Original Message[protected]
From: kalpesh.[protected]@nsn.com
To: nodal.[protected]@in.airtel.com
Cc:
Sent: 18/01/2012 04:23:32 PM
Subject: RE: POOR SERVICE - REQUEST FOR PERMANENT RESOLUTION, ELSE SERVICE
CANCELLATION. [|BAL|Qrc[protected]|]

Hi,



Please note that this is the 4th time in last one month that the service has been affected due to Cabling disconnection / cut issue.

I am not looking forward to such stop gap arrangements and I am sorry to say, but I am not free enough to keep on complaining and tracking the issues every second day.

Further, service outage for 4-5 days in a month is not acceptable by any standards and I am not interested to waste my money on such poor service.

As per my information, the problem is occurring time and again because there is no agreement signed between Airtel and the Society for putting up the infrastructure and ensuring the security of the same. Hence, there is every
probability of the issue occurring repeatedly.

It is surprising as to how a reputed company like Airtel install its infrastructure in a society / private premise without proper agreement / permission? Please note that it is highly unfair to penalize your customers for
your negligence.

If Airtel is not able to bring about a permanent resolution to the chronicle problem at the earliest, I would not like to continue with the services.

Request your kind support to ensure a permanent resolution to the repeatedly poor service problem before 25th Jaunary 2012. Else, kindly cancel my services and refund me my balance amount paid towards advance rental at the earliest.


-----Original Message-----
From: Shah, Kalpesh (NSN - IN/Ahmedabad)
Sent: Friday, January 20, 2012 1:06 PM
To: [protected]@airtel.in; nodal.[protected]@in.airtel.com
Subject: RE: POOR SERVICE - REQUEST FOR PERMANENT RESOLUTION, ELSE SERVICE CANCELLATION. [|BAL|Qrc[protected]|]
Importance: High

Hi,

I have lodged a complaint at your call centre regarding the non-availability of service.

I also got a call from one of your engineers. He told me that he cannot rectify the issue as they do not have permission from the society to work on the infra issue.

I still fail to understand as to how can a company like Airtel lay its infrastructure in a private premise without proper permissions. Further, if at all Airtel as a company has made a blunder of doing so, why should I be penalized as customer?

I have circulated my Fixed line number to the world and now I cannot afford doing away with it. In the eventuality of Airtel not being able to resolve my problem in the next 24 hours, I want all my money paid towards advance rental along with Installation charges refunded.

Also, Airtel has to compensate me for the lose that I am incurring due to non-availability of Fixed line and broad band services as my business is dependent of it.

Request someone senior from your organization to handle this issue and provide me an immediate resolution.


Regards,

Kalpesh Shah

-----Original Message-----
From: Shah, Kalpesh (NSN - IN/Ahmedabad)
Sent: Friday, January 20, 2012 10:20 AM
To: nodal.[protected]@in.airtel.com
Subject: Re: POOR SERVICE - REQUEST FOR PERMANENT RESOLUTION, ELSE SERVICE CANCELLATION. [|BAL|Qrc[protected]|]

Hi,

The connection is again down since today morning. I am hoping for the best.
Request an early resolution as you are unjustly using my money (CHARGING ME) without providing me the services.

BR// Kalpesh

--- original message ---
From: "nodal.[protected]@in.airtel.com" <nodal.[protected]@in.airtel.com>
Subject: Re: POOR SERVICE - REQUEST FOR PERMANENT RESOLUTION, ELSE SERVICE CANCELLATION. [|BAL|Qrc[protected]|]
Date: 20th January 2012
Time: 10:00:06 am

Dear Mr. Shah,





Thank you for writing to airtel and giving us an opportunity to assist you.





This is in reference to your email on 18th-January-2012 to our nodal office regarding the connection for your airtel landline number [protected].





We apologize for the inconvenience caused to you.





As per our telephonic conversation, we would like to inform you that, we will forward the issue to the concerned department so that the same will be resolved at the earliest.





It is our privilege to have you as our valued customer and would like to thank you for your continued patronage. We look forward to a long and fruitful association with you.





Please do write in for any further assistance.


Warm Regards,
R. Rahul



Your response will help us to enhance your experience with Airtel. Please click on the link below & provide us your valuable feedback on this interaction
Click here to provide feedback
https://ispeed.airtel.in/iVoiceFeedback/Search/EFViewerDE.aspx?info=2666ADDA2465A6EF147F8FF11C7D8E8D87F2...⇄ 3 4 D E759C&refno=Qrc[protected]



[protected]Original Message[protected]
From: kalpesh.[protected]@nsn.com
To: nodal.[protected]@in.airtel.com
Cc:
Sent: 18/01/2012 04:23:32 PM
Subject: RE: POOR SERVICE - REQUEST FOR PERMANENT RESOLUTION, ELSE SERVICE CANCELLATION. [|BAL|Qrc[protected]|]

Hi,



Please note that this is the 4th time in last one month that the service has
been affected due to Cabling disconnection / cut issue.



I am not looking forward to such stop gap arrangements and I am sorry to say,
but I am not free enough to keep on complaining and tracking the issues every
second day.



Further, service outage for 4-5 days in a month is not acceptable by any
standards and I am not interested to waste my money on such poor service.



As per my information, the problem is occurring time and again because there is
no agreement signed between Airtel and the Society for putting up the
infrastructure and ensuring the security of the same. Hence, there is every
probability of the issue occurring repeatedly.



It is surprising as to how a reputed company like Airtel install its
infrastructure in a society / private premise without proper agreement /
permission? Please note that it is highly unfair to penalize your customers for
your negligence.



If Airtel is not able to bring about a permanent resolution to the chronicle
problem at the earliest, I would not like to continue with the services.



Request your kind support to ensure a permanent resolution to the repeatedly
poor service problem before 25th Jaunary 2012. Else, kindly cancel my services
and refund me my balance amount paid towards advance rental at the earliest.





Best Regards,



Kalpesh





From: nodal.[protected]@in.airtel.com [mailto:nodal.[protected]@in.airtel.com]
Sent: Wednesday, January 18, 2012 4:07 PM
To: Shah, Kalpesh (NSN - IN/Ahmedabad)
Subject: Re: POOR SERVICE - REQUEST FOR PERMANENT RESOLUTION, ELSE SERVICE
CANCELLATION. [|BAL|Qrc[protected]|]



Dear Mr. Shah,



Thank you for writing to airtel and giving us an opportunity to assist you.



This is in reference to your email on 17th-January-2012 to our nodal office
regarding the connection not working for your airtel landline number
[protected].



We apologize for the inconvenience caused to you.



As per our telephonic conversation, we would like to confirm that, the issue
regarding the connection not working has been resolved. Further, we would like
to inform you that, we will forward the issue regarding the frequent
disconnection to the concerned department so that the same will be resolved at
the earliest.



It is our privilege to have you as our valued customer and would like to thank
you for your continued patronage. We look forward to a long and fruitful
association with you.



Please do write in for any further assistance.


Warm Regards,
R. Rahul



Your response will help us to enhance your experience with Airtel. Please click
on the link below & provide us your valuable feedback on this interaction
Click here to provide feedback
https://ispeed.airtel.in/iVoiceFeedback/Search/EFViewerDE.aspx?info=7A9AF9
77091F21A7A8181838F8EFF 3 D789AFB
160EA7E81838C8E87888B8DF6157E83868CF71A6AAFD439&refno=Qrc[protected]


From: nodal.[protected]@airtel.in [mailto:nodal.[protected]@airtel.in]
Sent: Wednesday, August 10, 2011 10:38 AM
To: Shah, Kalpesh (NSN - IN/Ahmedabad)
Subject: Re: BILL DESCRIPENCY - COMPLAINT ID : 1627898 & 1622150 [|BAL|Qrc[protected]|]

Dear Mr. Shah,

Thank you for writing to airtel telemedia services and giving us an opportunity to assist you.

This is in reference to your email on 08/08/2011 to our nodal office regarding service restoration towards your airtel account number [protected].

We regret the delay in responding to your email.

Please accept our sincere apologies for the inconvenience you might have faced due to the under mentioned episode. May we reiterate that we share your anguish and have taken adequate action to ensure the non-occurrence of the same in future.

Further, to address your concern related to service restoration, we have raised a request with the concerned team with reference number 2069220 and same will be resolved by 10/08/11, 13:30 PM.

It is our privilege to have you as our valued customer and would like to thank you for your continued patronage. We look forward to a long and fruitful association with you.

We hope that we have been able to address your query suitably.

Please do write in for any further assistance.


Warm Regards,
Rashmi Saini
Nodal Office




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[protected]Original Message[protected]
From: kalpesh.[protected]@nsn.com
To: nodal.[protected]@airtel.in
Cc:
Sent: 08/08/2011 05:12:08 PM
Subject: FW: Bill Descripency - Complaint ID : 1627898 & 1622150

Hi,

I really feel sorry for being your customer. I feel that I have made a
criminal mistake by subscribing to Airtel. Despite the trailing mail and
repeated assurances from your Nodal Officer Mr. Deepti Agrawal and your
customer care executives, Ihavnt received any support from your end.

My connection stands barred since past one week and I am constantly receiving
calls from your collection department. I have trieddesperately to get the
connection / services cancelled, but have been informed that the same is not
possible till the connection is de-barred. Ihaven¿t felt so helpless with any
servicesI have subscribed till date.

Today, finally Igot a call from your customer care which happened to amplify my
woes further.As per the call received from Ms. Momitafrom your customer care,
the details of my payment for Rs. 10909 are not available with you in
yourrecords.

Pleasefindattached the details of my Bank Account wherein the said amount of
Rs. 10909 has been paid to¿BhartiAirtelLtd¿ on 21/05/2011.

<>

I feel cheated as I have to prove myself¿Not-Guilty¿ for a crime committed by
your organization.I havnt seen services more pathetic as that of your
organization wherein a customer is severely penalized for your
internalinefficiencies.

The details of my communication with your inefficient system till date is as
listed below :

1) I received dubious bill statement from you (my first bill) stating an
outstanding amount of Rs. 11,141. I tried to lodge complaints several times
since 10th July 2011. However, your executives did not register my complaint
under the pretext that your Customer Care System upgradation was on from 9th to
22nd July 2011.

2) I started getting calls from collection agencies in last week of July,
threatening to Bar my services. They were indifferent to my problem and were
not ready to understand the issue.

3) Finally I was able to get through your customer care and lodged a
complaint vide, Complaint ID : 1622150 to Mr. Prakash on 1st August 2011. He
assured me of his so called best support.

4) I also got in touch with your Nodal Office and lodged a complaint vide
Comlaint ID : 1627898 to Mrs. Deepti Agrawal, Nodal Officer on 1st August
2011. Her courtesy gave me false hope without realizing that more torture was
yet to come.

5) I also wrote a mail to :Nodal.[protected]@in.airtel.in;
Appellate.[protected]@in.airtel.com , on 1st August 2011 explaining my problem in
details. Once again a futile effort from my end. No reprieve / relief from your
criminal services.

6) My services got barred despite assurance from Ms. Deepti Agrawal and
the call from your collection agencies continue till date.

7) I again called up you CC and had interactions with many more
inefficient people at your end. Details of the same are as under :

a. Interaction ID : 10535096 ¿ Mr. Bishwajit Mishra, dated 3rd August 201

b. Interaction ID : 10534796 ¿ Mr. Dinesh Bhat, Manager, dated 3rd
August 2011

8) No revert since then. Today, Call received from Momita, Airtel Telemedia
CC stating that the cheque is not found in their records and I need to make
payment by cash¿.

All I can say is ¿ GOD SAVE AIRTEL !!¿

Request you to kindly help me come out of this mess so that my services get
debarred and I can proceed with CancellationsofServices. I will then have to
againstart the never ending process of getting myadvance payment