DONT KNOW HOW TO RESOLVE MY BELOW ISSUE
I had several issues from the day of installation as explained below, I was never able to see any program through the DTH setup:
• INSTALLATION- Never resolved
o The engineer FORCIBILY did the external wiring even after I have internal cabling provision at my home. I had also offered that I ll arrange an electrician for internal cabling but the engineer did this deliberately.- (Engineer Name: Vijay, Oracle ID: FBLR73)
o I called several time, at least for extra cable, I was ready to pay for it but nobody turned up. You can see my existing tickets. If you want I can provide the ticket numbers too.
• VIEW CARD ERR CODE 2- Never resolved
o I made several calls. I was made to do some trial and err method on the phone. Never worked.
o Engineer came twice to resolve the issue and he could not do anything and finally suggested to put some paper piece inside view card slot. Even after that same err. Never worked.
o After that, how many ever I had called, no one turned up, No action being taken. MY DTH BOX IS IDLE
• TERMINATION REQUEST- Never resolved
o After the entire drama, I requested for termination 25 May 2010 WITH THE COMPLETE REFUND OF MY MONEY, but no action yet
o One gentleman and one lady called me on 27th, I have explained the issue and they both agreed that it was complete AIRTEL’s mistake and they assured me to take back the instrument and refund back my MONEY. Nothing Happened
o I called call center meanwhile 3 times about it everyone assured that this refund will happen soon and will be taken care by backend team. BUT NOTHING HAPPENED YET
• EVERY TIME I CREATE A TICKET, THE NEXT DAY THE AUTOMATED TEXT MSG COMES THAT MY REQUEST IS RESOLVED
• MANY A TIME I HAD TO SPEND HOURS TO CONNECT TO A TECH SUPPORT PERSON OR THEY MAKE US ON HOLD

Being an OLD AIRTEL customer, I never expected I would have such a bad experience. I JUST CAN NOT EXPLAIN.

Following are the details of my camplaint raised with airtel Digital TV:

Customer ID :3001274708
Complaint ID :2938573
Complaint Date :4th of June 2010

I have been trying very hard to get it attended but no ways these guys are listening.These are bloody morons ,who has taken customers for a toss.

It takes atleast half an hour ,everytime when we call their customer support to let them understand our problem and in the end they pass it on to some escalation number ,which i am damn sure that these guys are making fool of us, as nobody picks it up .And you are standing like jokers in their mockery play as you cannot do anything (take my word literally).They got your money and you have already recharged for 6 months or year subscription.So in a way you have nothing to respond with.



Even i tried mailing to their complaint email but somebody called and said "We are looking into and will resolve it soon ".But I am finding myself standing at the same cross path.

I am attaching the mail which i have written to them .

Note:-Discard these blood suckers and go for "TATA SKY ", they have far better service .

So to continue the abysmal service from you. I still have not got the HD box and 3 times I called now (6 times total today) and 2 out of 3 times, I was put on hold in hope to connect to a supervisor and had to wait 15 minutes without anyone picking up (NO SUPERVISOR) and hung up the phone. 3rd time when I called, the rep just hung up the phone while I was requesting for a supervisor.



Seriously, it’s the worst, most 3rd rated service I have ever got from any company. This shows that the reps, supervisors & processes there are all working to fail the objective of servicing a customer.

From: Sangar, Karan
Sent: Friday, July 02, 2010 3:08 PM
To: 'digitalTV@airtel.in'
Subject: Customer ID: 3000241662
Importance: High

Hi – I am an existing customer with Airtel digital TV and am completely irritated with the irresponsible, inadequate and absurd customer service from you guys.

My issue is below: All interactions happened on 12150 & 12148

1. I spoke to one of your reps last week and they told me that for existing customers, HD is launching on July 1st.

2. I called up in morning on Thursday, July 1st and asked for the HD box.

3. I was told by the rep to upgrade my account by recharging it by Rs.2250 amount and within 24 hrs. I will get an HD box installed.

4. I recharged with Rs.2250 making my account balance as Rs.2400+ on Thursday July 1st.

5. I called 4-5 times today since 10 AM and every rep told me that I would get a call from the “engineers” in 1 or 2 hrs and it will be installed. It’s been 6 hrs. and I have not received any call, neither has anyone turned up to my place.

6. I have not got the HD installed even after so many requests.

7. I was given yesterday a reference number as 3188776 by a rep yesterday and no one in the call center seems to know what it is. Absurd behaviuor.

It is totally unacceptable, ridiculous and unprofessional service without any ownership from Airtel where you cant even keep your commitment.

Utterly disgusted with your service and wanting to switch to Tata Sky for better service and quick installation.

Experiencing same problems .... mail to customer care below to no avail!!!

Hello,

Unfortunately I thought of upgrading myself to AirtelDigitalTV HD the day before, unable to control my urge to watch Wimbledon and FIFA World Cup unfold in High Definition, but I am sure now that my decision was absolutely wrong.

Inspite of making all the necessary payments, recharge etc., and consistent follow-ups (the whole of Sunday) I am still watching same old SD relay over HDMI port!!

An "SR" (# 3209783) was opened which was supposed to be addressed in 45 mins, and a "refresh" was done too!! But to no avail. When reached the customer care late in the evening yesterday, one more SR got created and the technical problem was supposed to get resolved in the next 24hrs.

Its pathetic to convey that, the HD channel is showing me an "Error code: 4" and your technical folks are unable to resolve it till now.

Worst, I was told yesterday that I will be given a call back as soon as the problem gets resolved, but your customer representatives/managers were not even picking up the calls when dialed to, not even for courtesy sake. Not to mention my umpteen attempts to reach 12150, which on an average take 10 mins before you start speaking to a rep, and when the rep puts me through to their supevisors, the call mysteriously terminates!!!!

Kudos to your customer service!! Keep it up, what more should one expect when in India. How dare, bloody Indians ever think of watching world events in HD .. or expect something at par with International Standards!!!

-Subramanian

Hello,
As you mentioned that you have already registered your complaint with the Airtel Digital TV customer care but still not get any response, so we suggest you to send a written notice via email or registered post, mention all the details in it and ask them for the proper solution with in the mentioned time in the notice, wait for their response and revert us back.
Note: Keep all the copy of Complaint, Notice and the registered post slip, this may help you if you need to knock the consumer forum.
If still have a question Feel free to contact us again.

Visit: Airtel Digital TV Nodal Officer to know the nodal officer details.
For notice reference Visit: Notice before filing consumer complaint

Hope this may solve your problem.
Still have a question feel free to contact us again.

Dear Customer,

This is to inform you that your concern 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

Dear Ajit,

This is to inform you that your concern 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

Dear Subramanian ,

This is to inform you that your concern 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

Dear Karan,

This is to inform you that your concern 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

My Customer id is 3001076095 and i complained 15 times regarding my settop box hardware problem issue . It takes now 2 hour to start settop box . My settop box display panel will show green and red light blinking for these 2 hours . In my warranty period , my settop box was replaced after 6 months. And after 1 year warranty period got over , my settop box started facing the problem in next 2 days . At that time , it blinked for 5 min but now its 2 hours . I have paid the advance rent for 1 year i.e. Rs 1850 . Now i dont trust your settop box life period . If i replace my settop box paying 600 Rs which will give me 6 months warranty , then can u give me assurance that it will not get any other defects after 6 months . Now i cannot bear this settop box maintainance charge each year by paying 600 Rs . I pay money to view channels not for ur any settop box hardware defects . Agar mujhe ye pata hota ki mera settop box warranty period khatm hone ke baad kharab ho jayega , to main uske 4 or 5 din pehle hi change kara diya hota . I want my money back . I do not want to continue for your worst service .

Visit: Airtel Digital TV service to know more.

Dear Customer,

I would like to inform you that your concern listed on 30 May 2010, has been resolved. Should you have any queries please contact Airtel customer service at 121 or write to 121@airtel.in.

Regards,
Ricky
Airtel Customer Service Team

Dear Subramanian,

I would like to inform you that your concern listed on 5 July 2010, has been resolved. Should you have any queries please contact Airtel customer service at 121 or write to 121@airtel.in.

Regards,
Ricky
Airtel Customer Service Team

Dear Customer,

I would like to inform you that your concern listed on 2 July 2010, has been resolved. Should you have any queries please contact Airtel customer service at 121 or write to 121@airtel.in.

Regards,
Ricky
Airtel Customer Service Team