I have decided to disconnect my Digital TV connection - however with
Airtel the choice does not rest with the customer, but a bunch of
jokers sitting at your back end.
Without even checking with the customer, they just conveniently update
your fickle systems with "Complaint resolved: Customer does not want
to disconnect"
Can you pls explain to me the sanctity of your processes. What are the
checks, audits, systems put in place to monitor the veracity of these
updates? Noticeably - NONE!!!!
This is how my saga reads:
I have been escalating issues with my Digital TV connection to your
customer care (service request numbers 11598368, 11666534) over the
last 2 weeks. Firstly, I am always shocked by the quality of customer
service personnel at your Digital TV group - when compared with the
impeccable service that I receive from the mobile / landline division,
unfortunately this part of your business seems to have a bunch of
amateurs handling customer queries.
Secondly, I am aghast by the number of call disconnections I've had
while talking to your call centre - clearly, there is something wrong
with your telecom systems there, which is surprising given the nature
of your core business!
Thirdly, out of complete frustration with the service, I applied
thrice for a disconnection of my Digital TV service - and each time, I
got an SMS from customer care saying that my issue has been
'resolved'. When I spoke with your call centre, I was told that
someone had apparently spoken with me and that I didn't want a
disconnection after all (for the sake of clarity, the first time I
spoke with someone, that person offered to resolve my issue, never did
and claimed that the issue was 'resolved'; the second time, I received
no such phone call at all and things magically moved to the
'resolution' stage). I can only conclude that most staff at Digital TV
are liars, and have been 'resolving' customer complaints without
speaking with them.
I only have 1 humble request - can someone please treat my complaint
as genuine, disconnect my service and refund my money please -
effective as of 6Sep11 when I first asked for disconnection. Just to
give you a sense of how responsive your competition is, I called Tata
Sky, had no problems getting through their IVR, they installed their
system at my premises within a few hours. I also have a Tata Sky
connection on my other TV, and have never had any issues with their
service or customer care - unlike Airtel Digital TV.
I continue to remain a loyalist as far as your telecom services are
concerned but I wish you luck in turning around the very sorry state
of affairs at Digital TV.
Very Upset and Frustrated,
Charu Sethi