Complaint against Airtel DTH---Worst experience ever!

**dianaswing** · 06-16-2010, 11:23 AM

As per the special offer for Airtel customers (Rs.999/-) I purchased an Airtel DTH connection on 09.06.2010. The Payment was done by credit card through their IVR.

Customer ID no. 3004318794 was assigned to me. As per their Customer Care number, I was was informed that someone would contact me and come and set up the same at my home (in Wakad, Pune). Nobody called, and instead their Customer Care gave me the number of a local dealer and asked me to follow up with them. I had to follow up repeatedly for 4 days till they finally came on 12.06.2010 and installed the dish at my home. They informed me that when they called Customer Care, they were unable to locate my details on their system and therefore unable to activate my connection. On 14.06.2010, to check whether my account was active, I recharged my account for Rs. 100/-

Since then, I have called their Customer Care and spoken to at least about 8 executives, written three mails (for which I have not even received a single response till date) and then called their Nodal Office and spoke 2 more executies, who assured me that the problem would be resolved by 12 p.m. on 15.06.2010. The problem was not resolved, and neither did anyone call me back to update me on the status of the issue. On calling them back all they had to offer me were apologies, but no solution to this issue. They are the worst bunch of customer care executives who are extremely ill-equipped to handle even basic customer queries.

I do not understand –

ð Why is the client supposed to follow up with the Contact Centre and the dealer for installation? When we apply, we assume that Airtel will do the needful with respect to the installation and other requirements. But instead, we are asked to follow up with the dealer/engineer ourselves, who do not respond to calls most of the time and are highly indifferent.

ð How the engineer was allowed to come and install the dish at my home when he had no way of confirming that I had even made the payment to Airtel, or without receiving any confirmation from Airtel?

ð When mail IDs have been given for redressal of complaints, why doesn’t anybody bother to revert to the mails sent? All we get are automated responses.

ð There are no complaint numbers given to the customer, and neither is there an office where the customer can submit a written request and obtain an acknowledgement. All we are told is “Send a mail, we will forward it to the concerned department.” How is the customer supposed to track the status of their request/complaint if they are not given a reference or complaint number?

The height of the ridiculous is that when I asked the executive at the Nodal office who their Nodal Officer was, he put me on hold to check the same, because he didn’t know the name of the NODAL OFFICER!

This has been the worst experience of customer service ever, and something that I did not expect of an Airtel product or service. I am thoroughly shocked and disappointed with the attitude of everyone who has handled this issue. How can the Nodal Office say to a customer “It is a technical problem at our end, Ma’am, but we cannot resolve it because we haven’t received a revert on our mail from the concerned department.” This is unacceptable protocol to handle customer issues.

I have asked Airtel to —

ð Cancel my subscription immediately and refund me Rs. 1099/- without any further delay.

ð Revert on my mail confirming the disconnection/cancellation to me at the earliest.

ð Arrange to have the engineer come and pick up the dish and wiring, etc. from my home as soon as the refund has been received by me. I will not be responsible for the safekeeping of these items.

I will not recommend that anyone takes Airtel's DTH subscription as their services are PATHETIC. Even the mails to the NODAL OFFICER have not been replied to. He is supposed to be the highest authority in the company for redressal of complaints, but I must say that they are seriously lacking in any sincerity towards the resolution of customer issues.

I would like assistance in bringing this issue to light and receiving my refund at the earliest.

Regards,
Diana

dianaswinglohana@hotmail.com

**panreth** · 06-22-2010, 11:51 PM

I applied for new airtel DTH connection through mobile service on Sunday (20 June 2010) and made payment through my credit card.I was promised that within 48-72 hrs at max i will get the installation and activation done. I applied for 1990 pack (that has 3 months free Ultra pack).The CC guy told me that with in 7-8 hours i will get a call/sms from airtel related to payment and connection details.(which never happened ). The executive name was karthik.
I again called on monday evening to remind about the order and to know abt the status. Your executive again told me that by next day morning i will get a call and by next day evening the connection will be ready.(This too never happened)
Finally today (i.e. Tuesday 22 June 2010 ) I first called at 6 PM and yr executive name Ibrahim (as i remember) again asked all the details from me and assured that within 1 hr i will get a call from airtel.(This too never happened).

I called up the Ccare at 7:45 Pm and was online till 9 PM explaining the problem i am facing to all your executives.During this time I talked with executive names Wasim also and he gave me number of some guy Parag (as per him he is airtel installation engg) and asked me to talk to him.All your executives were very incompetitive and trying to make fool of the customer.When i dialed the so called parag number that turned out to be wrong. I got frustrated and again called back to airtel ccare to tall to the guy name waism ,but my bad luck the call was attended by Karthik (his understanding and english both are pathetic). So I requested him to transfer the call to his senior.He tool hell lot of time to undertsand my question and then put my phone on hold i waited for 10-25 minutes and finally was prompted to end the call.
Now as a final measure i am writing this mail to you. Hope you will sort the issue if Yuu are really capable of.(I really doubt )

During the time of connection request i.e. on sunday i had given all me details, including my address,two mobile numbers and same was confirmed by the executive who tool my call.
Now when Airtel promised that within 48-72 hrs i will get the connection but i have not received not even a single sms/mail or call from airtel regarding my connection details (forget about the connection).
I have spend around 3 hrs on mobile calling your customer care that too tolled number wasting my money and time both. And i what that refunded. Your customer care service is pathetic and executives DUMP.
In case you are not able to get the connection by Tomorrow after noon (23rd June 2010) then refund the amount that i have paid asap.
I want a reply to this mail asap and it would be better if you could give me a call tomorrow morning .
In case you are unable to provide the services as you advertise then I will escalate this issue to airtel higher authority and will go to consumer forum.

Here are the details of the payment and plan that i took:

Plan 1990 (ultra pack free for three months)
Payment Reference number : 9400015
Payment mode : Through credit card on Mobile Phone.
Payment Date : 20 June 2010 (around 8:30 PM)
Address:
----------,

Pankaj Rathore
Bangalore
Mobile: ------

**Airtel_Presence** · 07-14-2010, 05:22 PM

Dear Diana,

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

**Airtel_Presence** · 07-14-2010, 05:23 PM

Dear Pankaj ,

This is to inform you that your concern 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 Customer Service Team

**Airtel_Presence** · 08-08-2010, 02:12 PM

Dear Customer,

I would like to inform you that your concern listed on 16 June 2010, has been resolved. Should you have any queries please contact Airtel customer service at 121 or write to 121@airtel.in.

Regards,
Sunil
Airtel Customer Service Team

**Airtel_Presence** · 08-12-2010, 12:07 PM

Dear Customer,

This is to inform you that your concern 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,
Sunil
Airtel Customer Service Team

**Airtel_Presence** · 08-12-2010, 01:03 PM

Dear Customer,

I would like to inform you that your concern listed on 16 June 2010, has been resolved.

Should you have any queries please contact Airtel customer service at 121 or write to 121@airtel.in

Regards,
Sunil
Airtel Customer Service Team

Complaint against Airtel DTH---Worst experience ever!

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