Dear Sir,

I am not sure if this is the right place to tell about the worst customer care that I have ever came across. I would be grateful if you can let Mr. Mittal know that all the customer service values and culture that he is trying to promote within Airtel is murdered by a handful of people managing the key positions at your customer contact centers. I have no intention of telling you what/ how customer service is, since being one of the largest service providers in India and achieving so much your key people and senior management understand that. I will simply point out my experience below and let you know the reality on your tall claims of customer service.

I have been using airtel telephony services for last 5 years, last November I decided to add airtel digital TV in addition to Dish TV for my home going by you commercials on good reception, quality and service. It worked pretty well for six months and then the problem started. I raised a complaint with you contact center on 27th of May. For the first complaint itself I had to call 6 times to get through a support person, twice they took an excuse that the system is down and they cannot take the complaint. After a day a local engineer came , who was not able to determine the cause of the issue. I pointed to him myself that the dish antenna might be physically not in line with the satellite position and that was the case. He moved the antenna and I requested him to change the railing and screws since it had all rusted. Ignoring my suggestion, he said that he has tightened the holding screws and it will not have any issues. I got the reception however I was pretty sure that this will happen again since the nuts and bolts holding the antenna are all rusted. There is a Tata sky dish just next to it, and you can clearly see the inferior and low quality parts that you guys use in your installations which can easily rust within months.

As I was afraid the problem returned within few days and since then I am trying to contact the support if someone can fix it. I have called around 15 times to the contact center and you can see my below email to support for which I got 3 calls promising me that the technician will be my place to fix it. But till now no one has came. I have been charged 100 rupees for the first support call and am losing money on my subscription without watching the TV for last two weeks.

At this point I am not sure whom or where to contact in Airtel. Therefore if someone is there who cares that your company has some ethics towards its customers, I would expect a response



Customer ID 3002217352
Complaint Number 2915169