[Resolved]  Bharti Airtel Limited — WORST EVER CUSTOMER CARE

Dear Sir,
I have been paying my AIRTEL dues regularly but have not been provided any connectivity since August'2007 .How terrible is actually BHARATI AIRTEL service you can gauge by kind of treatment they have given me even after payment of all dues from the mail exchange as I have reproduced VERBATIM :

DATED Nov 12 (6days ago)
TO,
nodalofficer.[protected]@airtel.in,

cc [protected]@airtelindia.com,

bcc care.[protected]@airteltelephone.com,
Dear Sir,
I am left with no option but to write to you as the complaints section
in AIRTEL world through which I already registered a complaint failed
to do the needful. I am a executive working in Oil & natural Gas
Corporation(ONGC) at Mumbai and although my company has provided me
with a Dolphin connection(which is mandatory as ONGC is a PSU) I have
also had taken a AIRTEL connection with the subject number and an
last year which was activated on 28/03/2006. Since I had the DOLPHIN connection I rarely used the AIRTEL
connection . However whenever I tried to use the connection I never
got any connectivity and even if I got the same it was poor but as I
had the dolphin connection I thought I would try later. The status has
been the same even as of now. I admit that my payments made were all
delayed payments ,but the point is I made the payments but got no
service at all.Very recently I made a payment of Rs2423 through net
using credit card and presently my account is showing nothing as
outstanding. I did register a complaint on 03.11.2007 and a lady
called up on 06.11.2007 asking as to what was my problem . After
hearing from me the lady said that there was some payment outstanding
against me , after I told her that I had already made payment of all
my dues through net she said she would check up and would revive my
connection. I waited paitently thinking that probably the connection
will be activated ,but that has not materialised .Although my account
on net is showing nothing outstanding and status of my connection as
active yet I have no connectivity . The most ridiculous part is I have
already been billed for the period 08/10/2007 to 08/11/2007 for Rs
845/- without getting any service at all !! . Being the nodal officer
I expect that you will in keeping with the standards of AIRTEL will
check on what went wrong in my case and set things right immediately
so that I can start using the connection by today evening.
Regards
SARADINDU SENGUPTA
[protected]

REPLY FROM AIRTEL NODAL OFFICER:
Nov 13, 2007
Dear Mr. Sengupta,
Your concern regarding the Connectivity problem on your Airtel number [protected].
We wish to inform you that we at Airtel use stringent measurement and control applications to ensure that the service you receive is error-free. We are simultaneously upgrading our cellular network in Mumbai towards making it as extensive as possible. However, given the radio wave frequency limitations, size and topography of the city, it is sometimes very challenging to define the exact extent of coverage. Our network team is however, working on improving outdoor as well as indoor coverage by planning cell sites throughout the city and maximizing the signal strength.

Further, regarding the service request number 14426244, we would like to inform you that the network coverage problem is due to some temporary congestion on our cell site and the same would be rectified soon and we would revert to you once the problem gets resolved.

We understand your concern and will work together to resolve your issue.

Regards,

Rajini Raj. M
Customer care
For Bharti Airtel Limited

MY REPLY
Nov 13, 2007
Dear M'am,
Notwithstanding ur reassuring remarks I still maintain that I have
been given a very raw deal . I can only wait and hope for a better
tommorrow when ""stringent measurement and control applications by
AIRTEL" will come in to force so that I can use my redundant
connection.
Regards
S.Sengupta

REPLY FROM CUSTOMER CARE
Nov 13, 2007
Dear Mr. Sengupta,

Thank you for contacting Airtel.

You have expressed concern over the network coverage for your Airtel Number [protected].

As informed you earlier, according to the service request number 14426244 we are having some temporary congestion with our nearby site which will be resolved soon. And you will not face any problem once the problem resolved.

We understand your concern and will work together to resolve your issue.

Regards,

Vinod M.
Customer Care
For Bharti Airtel Limited

MY REPLY
Nov 14, 2007
Dear M'am,
I would request you not to bill me till the problem is resolved as
otherwise it would amount to payment without service.
Regards
S.Sengupta

REPLY BY AIRTEL
Nov 14, 2007
Dear Mr. Sengupta,
You have expressed concern over the Network problem on your Airtel number [protected].
As informed you earlier, we at Airtel use stringent measurement and control applications to ensure that the service you receive is error-free. We are simultaneously upgrading our cellular network in Mumbai towards making it as extensive as possible. However, given the radio wave frequency limitations, size and topography of the city, it is sometimes very challenging to define the exact extent of coverage. Our network team is however, working on improving outdoor as well as indoor coverage by planning cell sites throughout the city and maximizing the signal strength.

Further, regarding the service request number 14426244, we would like to inform you that the network coverage problem is due to some temporary congestion on our cell site and the same would be rectified soon. We would update you once the problem gets resolved.
We would like to assure you that we shall rectify the same and will revert back soon. At the same time, we would also like to inform you that, the same has already been highlighted to the higher authorities to take necessary disciplinary action in this regards, so that the same nature of incident will not occur in the future.
It has always been our constant endeavor to ensure, that our customers are delighted by our inimitable approach. However, on rare occasions, like the one experienced by you, we fully recognize your concern and take the responsibility of ensuring superior and eminent personalized service always.
It has always been endeavor to provide you with the best customer service and we assure you of our sincere commitment to meeting all your future requirements.

We understand your concern and will work together to resolve your issue.

Regards,

Vinod M.
Customer Care
For Bharti Airtel Limited

MY REPLY
Nov 15, 2007
subject Re: Your Airtel number[protected].
Dear Sir,
Thank u for the necessary actions taken. Yesterday evening I got a
call from AIRTEL from [protected] with a lady executive asking for
payment of my outstanding dues. When I told her that I had already
paid the amount through net the lady said that my outstanding amount
was still showing on her PC and that my net payment was not being
refelected on her PC . On my insistence she said she would check and
come back in 10 mts. That 10 mts never materialised and I had to call
her to know what information she had gathered as I had my information
ready . The lady informed that my payment had been made but did not
know that my connection was non-existent and confirmed that my
connection would soon be revived within 30 mts. However her
confirmation has not materialised in the same way as your confirmation
which was given some 4-5 days back though by a different
officer/executive of AIRTEL through mail. It appears there is truly
some seroius problem with the functioning of your "STRINGENT SYSTEM"
about which you are not aware of . At this point of time at 1235 hhrs
on FRIDAY 16/07/2007 I do not have any connectivity even at BANDRA
area (where I have brought the phone with ur AIRTEL sim as my office
is at BANDRA )& not KANDIVALI where you have mentioned that there is
some temporary congestion.I also I have been billed for Rs845/- for
08/10/2007 to 09/11/2007 . I am proceeding to Delhi on 20.11.2007 & I
would request you please do needful so that My connection which even
as of today at 1235hrs is non-functional (as the signal tower is
still missing) even at non-congestional area may be revived .
Regards
S.Sengupta

[protected]@airtelindia.com wrote:
On Nov 16, 2007 2:50 AM,
Dear Mr. Sengupta, Thank you for contacting Airtel.
You have expressed your concern over the payment confirmation and
Network problem for Airtel mobile number[protected].
We would like to inform you that we have not received your payment ofRs.845/- towards the payment of your Airtel bills. Hence, we are unable to investigate further as the complete details are not available. We request you to kindly provide us with the following details to enable us for further action.
(If Cash)Amount ?
Date of Payment ?
Receipt Number -
(If Cheque) Amount -Cheque Number ?
Cheque Date ?
Bank Name & Branch ?
Further, regarding the network problem, we request you to revert withthe following details to assist us to initiate further action:
1. Full Address with Landmark
2. Floor Number / Basement
3. Number of Signal points
4. Handset model
5. Alternate contact number
6. Type of Complaint (No Signal / Voice Break / Call drop /
Network Busy)
We understand your concern and will work together to resolve your issue.
Regards,
Balaji N.
Customer Care
For Bharti Airtel Limited

On Nov 16, 2007 9:32 AM, MY REPLY
Dear Mr Balaji.N,
It is indeed surprising that you do not seem to have any details on my
case even though AIRTEL claims to have "stringent measurement and
control applications" in your system. However Since you do not have
any details I am enclosing scanned copies of my payment
details(Scan005) as I had made online through www.airtel.in. I have
also enclosed the scanned copies of the recent bill of Rs 845 /-(Scan
003,004) which is payable by 27th November '07 in which you have
billed me for the period 04/11/2007 to 07/11/2007 without providing me
any connectivity even after payment of Rs 2243.42 on 03/11/2007 on
line ref no.361129 Invoice no.[protected] . Now you have asked me that
you have not recd the latest payment and without that you are unable
to process my case and also require my address landmark etc which you
have very well in your records . Initially I had thought that I would
tender the payment of the recent bill of Rs845/- only after having my
connectivity revived , however then I decided to pay up to test how
good your system is in reviving my connection. I have paid Rs 845/-
online Ref No. 273417 and Invoice No. 68386229 today. I enclose the
foll details also even though you have it otherwise how could you know
about my bill :

1. Full Address with Landmark: 5D BLOCK A VICEROY COURT ,OPP
DOMINOS PIZZA, THAKUR VILLAGE , KANDIVALI(EAST),MUMBAI-400101(all
available in your bill )
2. Floor Number :5th
3. Number of Signal points: none
4. Handset model: Blackberry8100
5. Alternate contact number:[protected]

6. Type of Complaint (No Signal / Voice Break / Call drop /

Network Busy): No connectivity since last four months (Since
August'07)

As there was no reply from Mr BALAJI .N I wrote:
Dear MR BALAJI.N ,
Not heard from u since today morning ever since I gave you all the details and more. Does ur silence mean U are unable to solve this connection problem ? It is now nearly a week ever since I wrote to ur nodal officer who promised me a lot but have been unable to do anything at all . Is this what AIRTEL has come to? I have seen helplessness shown by ur people at the Thakur village(Kandivali East)relationship centre as well for other connections. Perhaps your system can only bill people without actually providing service.
Regards
S.Sengupta

On Nov 17, 2007 [protected]@airtelindia.com wrote:
Dear Mr. Sengupta,
You have expressed your concern over the network coverage problem for your Airtel Number [protected].
We wish to inform you that we at Airtel use stringent measurement and control applications to ensure that the service you receive is error-free. We are simultaneously upgrading our cellular network in Mumbai towards making it as extensive as possible. However, given the radio wave frequency limitations, size and topography of the city, it is sometimes very challenging to define the exact extent of coverage. Our network team is however, working on improving outdoor as well as indoor coverage by planning cell sites throughout the city and maximizing the signal strength.
As per the service request number 14426244, we would like to inform you that the network problem would be due to some temporary congestion on our systems and our concerned team is working on the same and we would revert to you once the problem gets resolved.We understand your concern and will work together to resolve your issue.
Regards,
Rajini Raj. M
Customer Care
For Bharti Airtel Limited


MY REPLY
Nov 18, 2007
Re: Airtel number[protected]. [REF:[protected]]
DEAR M'am RAJANI.M ,
I have recd this type of message from your office umpteen number of
times ,and it appears all o[censored] in AIRTEL is simply doing copy & paste
of this message when you cannot solve customers problems :
"You have expressed your concern over the network coverage problem for
your Airtel Number [protected].
We wish to inform you that we at Airtel use stringent measurement and
control applications to ensure that the service you receive is
error-free. We are simultaneously upgrading our cellular network in
Mumbai towards making it as extensive as possible. However, given the
radio wave frequency limitations, size and topography of the city, it
is sometimes very challenging to define the exact extent of coverage.
Our network team is however, working on improving outdoor as well as
indoor coverage by planning cell sites throughout the city and
maximizing the signal strength.
As per the service request number 14426244, we would like to inform
you that the network problem would be due to some temporary congestion
on our systems and our concerned team is working on the same and we
would revert to you once the problem gets resolved.We understand your
concern and will work together to resolve your issue".
How much u are concerned & how much you are resolving my issue I have
very well come to know by now . AIRTEL customer care has literally
done nothing since my first complaint I had made on 12.11.2007 to :
(i).nodalofficer.[protected]@airtel.in,
(ii).[protected]@airtelindia.com,
(iii).care.[protected]@airteltelephone.com,
All the above agencies have been literally toying with my case and
sending the above message without actually doing anything. Even after
the current payment of Rs845/- on 17.11.2007 u have done nothing of
substance. It appears there is literally no control /no review over
the kind of work that the CUSTOMER CARE people are doing at AIRTEL . I
am trying to find out about the Senior Authorities at BHARATI AIRTEL
LIMITED HQ and when I do I will inform them how the MUMBAI division
is functioning.

THIS IS AIRTEL WHICH PRIDES ITSELF AS BEING ABLE TO REACH ANYWHERE & uses SAHARUKH KHAN as their brand ambassador!!!!
S.SENGUPTA