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Poor Service Level by Airtel - Broadband & Customer Care
This is a discussion on Poor Service Level by Airtel - Broadband & Customer Care within the Broadband forums, part of the Internet Services category; Hi, I had requested for the Deactivation of my Airtel Broadband connection on the 12th of November 2010 as Airtel ...
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About LinkBacks- 12-05-2010, 12:03 PM #1
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Poor Service Level by Airtel - Broadband & Customer Care Hi,
I had requested for the Deactivation of my Airtel Broadband connection on the 12th of November 2010 as Airtel suddenly changed my plan after the introduction of the FUP. Thereafter I received a an intimation from the Retention Department of Airtel promising me a waiver of 40% as a discount for the following 6months. Based on this commitment I agreed to retain the connection. But to my utter dismay, I noticed that the connection is not working from the 29th of November 2010. On checking with the Customer Service Agent on your 198 toll free number, it was brought to my notice that the connection had been deactivated. After talks and after the entire scenario was explained to the stupid agent the connection still was not activated. Thereafter i again tried reaching 198 to speak to an agent but unfortunately the IVR never connected me to the customer care department. Finally after struggling for 4 days to reach the customer service department, I finally decided to go to a relationship centre to speak to someone concerned. But unfortuantely there was no one to address my concern and I was directed to the hotline to speak to the customer care department. My first call was answered by MrSunil and when he failed to give me any resoultion, I requested him to connect me to his supervisor. After 10minutes of wait the call was abruptly disconnected. I again had to call and this time I was connected to MrKamlesh who actually helped me in understanding the reasons for the deactivation of the connection. As informed by him, he firstly pointed out that the connection was deactivated because a cheque of Rs1750 was revoked in the month of August. Now, this cheque was issued for the IPTV connection, which was promised to be installed in 2days but when this promise made by Airtel was dishonoured, we were forced to block the cheque. I dont see any connection between this and my broadnband connection. Then Kamlesh pointed out that customer had reuquested for the deactivation of the connection on 12th November hence it should have been deactivated in 7 days. Just fyi, the connection was deactivated on 29th of November 2010 which makes it 17days!!!! I requested Kamlesh for the connection to be reactivated asap...and he intimated that this issue will be resolved by the 13th of december 2010!!!!!!! Kamlesh provided me the SR # 40525902. On enquiring Kamlesh it was noticed that the complaint logged on 29th November 2010 (SR# not provided by the agent who handled the call), the customer service agent had logged in the issue as a technical fault and not for the reactivation of account. I requested Kamlesh to connect to the floor supervisor where I was connected to Payank. To my surprise, even he could not be of much help to me. Being a supervisor, he should have provided solution that his team members were not able to but it was a disappointment after speaking to them for 40mins!!! Now kindly note down my concerns as numbered below:
1. Why was the connection deactivated?
2. Why is the Retention department not in sync?
3. Why the toll free number never connects to the customer service agent?
4. Why do Airtel uses terminologies as "customer care" and "customer service" when they dont really know what it is and how it works?
5. Why does a relationship centre is called a relationship centre where there is provision only for getting new customers and billings and lacks skilled customer service personnel to address our queries and build relations?
6. Why should any customer wait for 10days for getting a resolution to the problems of their existing connection when any new connection by any damn service provider is available only in 2days???
7. Why is Airtel just concerned about increasing the business numbers and not servicing the existing customers?
8. How will Airtel compensate the trouble I had to undergo and the time wasted because of their poor service level?
Hope I will get a redressal to all my issues urgently.
Regards
Suman Shagufta / sumanshagufta@gmail.com
- 12-09-2010, 04:22 PM #2
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Dear Suman ,
This is to inform you that your concern listed 5 Dec 2010 has been noted and our team is working on a resolution. At the outset, we apologize for the inconvenience faced by you. We will get in touch with you for further details of your concern as the need arises.
Regards,
Rakesh Kumar
Airtel Customer Service Team
- 12-10-2010, 09:54 PM #3
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Dear Suman Shagufta,
This is to inform you that your concern listed 5 Dec. 2010 has been noted and our team is eager to resolve it. In order to get to the resolution, we need to get in touch with you and gather more details about the concern. However as your contact number is non contactable, we have sent a sms for the same. Please do write to us at airtelpresence@airtel.in with your contact details (address and landline or mobile phone number).
We assure you that we are committed to resolving the issue to your satisfaction.
Regards,
Rakesh Ranga
Airtel Customer Service Team
- 12-14-2010, 06:53 AM #4
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Dear Suman Shagufta,
We were waiting to hear back from you. Since you haven’t written in yet, we trust your issue has been resolved. If you still need assistance, we request you to please drop us an email at airtelpresence@airtel.in and we will be happy to be of assistance.
Regards,
Rakesh Ranga
Airtel Customer Service Team
- 01-20-2011, 04:12 PM #5Unregistered Guest No response from Airtel Broadband customer service
I live in Western Mumbai. I have taken connection of Airtel brodband in the month of Dec-2010. After activation of first few days, internet availability is a big problem, as the availabilty is fluctuating continuously.
I have been trying to contact the customer service for at least a week now, but there is no response from them.
For past 3 days internet is completely unavailable. Whenever called to customer service either the call is kept on hold for long time and then abruptly cut off the call or even if any executive takes the call, he/she simply gives another number.
I'm literally fed up with this and dont know whom i should contact in order to restore the connection.
- 01-21-2011, 04:03 PM #6
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Dear Customer (No response from Airtel Broadband customer service ),
This is to inform you that your concern listed 20 Jan. 2011 has been noted and our team is eager to resolve it. In order to get to the resolution, we need to get in touch with you and gather more details about the concern. However, we are restricted by the absence of your contact details in your original complaint. Please do write to us at airtelpresence@airtel.in with your contact details (address and landline or mobile phone number).
We assure you that we are committed to resolving the issue to your satisfaction.
Regards
Rakesh Kumar
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
airtelpresence@airtel.in
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- 01-25-2011, 10:40 PM #7
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Dear Customer (No response from Airtel Broadband customer service ),
We were waiting to hear back from you. Since you haven’t written in yet, we trust your issue has been resolved. If you still need assistance, we request you to please drop us an email at airtelpresence@airtel.in and we will be happy to be of assistance.
Regards
Rakesh Kumar
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
airtelpresence@airtel.in
Connect with us 24X7 and we will be happy to assist you with a swift resolution to your queries on all our products and services
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- 11-08-2012, 07:29 PM #8sumit LITTLE Guest Airtel bastard
My 3G no is 9958265104.
There is speed issue. And if u call customer care , they will make false promises that the issue would be resolved within two days as the abckened team is looking into the problem but the issue is never resolved.
And AIRTEL people just know to say sorry for the inconvenience and they will ask for few more days to resolve the issue...
I am going to move to vodafone or TATA PHOTON..
fUCKER AIRRTEL...
- 12-11-2012, 02:00 PM #9Unregistered Guest Horrendous experience. Never switching back to Airtel Broadband again
i had raised a request for disconnection of My number 02041205287 on 29th September and was given a timeline of 7days for to be in effect. I received atleast 5-6 calls from airtel retention department and i stuck to stance of getting it disconnected. On 27th of October (almost a month after disconnect request), a complete month usage bill was generated. After this i have repeatedly received bill payment calls from airtel on 10 different occasions. Everytime i explained that my account has been disconnected so I need a final settlement bill, not the complete month usage bill. Still no action was taken.
Now i have received a threatening email from airtel saying legal action would be taken against me for a bill which was generated wrong in the first place. The collection agent is rude and claims that he would send a legal notice from his department if I dont pay up. This is downright gundagardi and I am contemplating making a payment of the amount than fighting them in court.
Feeling helpless due to the pathetic customer care service.
Would definitely never subscribe to airtel ever and would definitely ask relatives and friends to boycott airtel too.
Hope Sunil Mittal is listening...
- 12-17-2012, 12:43 PM #10
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Namaste (02041205287 ),
This is to inform you that your concern listed on 11 Dec. 2012 has been noted and our team is working on a resolution. At the outset, we apologize for the inconvenience faced by you. We will get in touch with you for further details of your concern as the need arises.
For any queries you may have you can also get in touch with us at airtel: About bharti airtel: Feedback
Regards
Rakesh Ranga
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
airtelpresence@in.airtel.com
Connect with us 24X7 and we will be happy to assist you with a swift resolution to your queries on all our products and services
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- 12-17-2012, 04:38 PM #11
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Namaste (9958265104),
This is to inform you that your concern listed on 08 Dec. 2012 has been noted and our team is working on a resolution. At the outset, we apologize for the inconvenience faced by you. We will get in touch with you for further details of your concern as the need arises.
For any queries you may have you can also get in touch with us at airtel: About bharti airtel: Feedback
Regards
Rakesh Ranga
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
airtelpresence@in.airtel.com
Connect with us 24X7 and we will be happy to assist you with a swift resolution to your queries on all our products and services
Twitter - www.twitter.com/airtel_presence
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Linked- Airtel Presence (Bharti Airtel LTD) - India | LinkedIn
- 12-19-2012, 09:06 AM #12
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Namaste (02041205287 ),
Further to our discussion dated 11 Dec. 2012, your concern is being worked upon. We would require some more time to resolve it and shall keep you updated of the progress.
We assure you that we are committed to resolving the issue to your satisfaction.
For any queries you may have you can also get in touch with us at www.airtel.in/airtelpresence
Regards
Rakesh Ranga
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
airtelpresence@in.airtel.com
Connect with us 24X7 and we will be happy to assist you with a swift resolution to your queries on all our products and services
Twitter - www.twitter.com/airtel_presence
Facebook - www.facebook.com/bhartiairtelltd
Linked- Airtel Presence (Bharti Airtel LTD) - India | LinkedIn
- 12-21-2012, 02:19 AM #13
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Namaste(02041205287),
We would like to inform you that your concern listed 11 Dec 2012 has been resolved. Should you have any queries please contact Airtel customer service at airtel: About bharti airtel: Feedback
Regards
Rakesh Ranga
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
airtelpresence@in.airtel.com
Connect with us 24X7 and we will be happy to assist you with a swift resolution to your queries on all our products and services
Twitter - www.twitter.com/airtel_presence
Facebook - www.facebook.com/bhartiairtelltd
Linked- Airtel Presence (Bharti Airtel LTD) - India | LinkedIn
- 12-21-2012, 11:00 PM #14Unregistered17 Guest Airtel Broadband Delhi has frequent disconnects
Refer to my Airtel complaints vide reference nos 26379718, 26330730 and 25768240
Despite repeated calls and assurances, and with lot of frustration and anger I write this. My broadband connections keeps disconnecting every few minutes to every few hours and this problem has been persisting for a month. I have had to call multiple times to even get an engineer over and they seem to close the call on their accord and we continue to suffer. It seems that Airtel is aware of the issues at hand a problem at their local DP/Switch and has been stalling it as they possibly do NOT wish to spend any money to solve the issue??? A request for call back never materializes and delaying tactics persist. Very very disappointing indeed.
Sincerely,
R Luthra
- 12-24-2012, 03:49 PM #15
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Namaste Mr. Luthra,
This is to inform you that your concern listed on 22 Dec. 2012 has been noted and our team is working on a resolution. At the outset, we apologize for the inconvenience faced by you. We will get in touch with you for further details of your concern as the need arises.
For any queries you may have you can also get in touch with us at www.airtel.in/airtelpresence
Regards
Rakesh Ranga
Airtel Presence (Airtel Customer Service Team)
Bharti Airtel Ltd
airtelpresence@in.airtel.com
Connect with us 24X7 and we will be happy to assist you with a swift resolution to your queries on all our products and services
Twitter - www.twitter.com/airtel_presence
Facebook - www.facebook.com/bhartiairtelltd
Linked- Airtel Presence (Bharti Airtel LTD) - India | LinkedIn
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