Dear Sir/Madam

I bought AirTel DTH in April. My Services are down since Friday 2nd July 2010. We called Customer Service around 5PM on 2nd July (SR # 3199655). I am writing this email at 9 AM on 4th July 2010, and my services are still not up.

Between 5 PM on 2nd and now, I have not received any update from any AirTel person and no one called me to resolve my issue.

In last 40 Hours, I have called the customer service at least 10 times, and my experience is as below:
· Commitment to get a call back in one hour. I guess, your CSRs don't know the meaning of "commitment", except for one time I never received a call back.
· Two times the servers were down two times and I was asked to call back after an hour
· Two times your CSRs hung-up on me. Your CSRs need to handle the customer better. One of the name is Vinod.
· Once I had a chance to escalate to next level authority (Ashish Pande), that's the time I got a call back. However, neither I had someone calling me to solve the problem nor no one showed up to my house as he promised. He had taken an accountability to solve my problem. However, after the call back he never followed up.
· One more SR was raised making it two SRs for same problem. I don't have the 2nd SR number.

I can't believe what kind of customer service you are offering if you are not able to solve the problem in 40 hours. While I praise the Customer Service for AirTel landline and broadband to everyone (they are 10 on 10), the customer service for AirTel Digital TV is Negative 10 on 10. I had a similar customer service experience at the time of dish installation

Next Steps:
· I want my problem fixed immediately.
· I want an apology letter from AirTel for issues I faced from Customer Service in last 24 Hrs.
· I started my services in April, and I have a free package till Aug/Sept. Please take all your instruments back and give me my refund. You can very well charge me monthly subscription for the months I used your services.


Thanks,

Shriprasad

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