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Very Bad experience with Airtel Digital TV.. Did not install as committed….

This is a discussion on Very Bad experience with Airtel Digital TV.. Did not install as committed…. within the Direct To Home (DTH) forums, part of the Other Services category; I was in search for a DTH service provider in Gugaon for my new home; I have done some research ...

  1. #1
    jinsenkaredath is offline Junior Member
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    Default Very Bad experience with Airtel Digital TV.. Did not install as committed….

    I was in search for a DTH service provider in Gugaon for my new home; I have done some research and found a package with Airtel Digital TV in their website. I have decided to go with South Value Sports pack in which I get 151 Channels for Rs. 165 a month. And they offer 1 year subscription with free connection and installation for Rs. 2190.

    On 15th October 2011, I was about to make the payment, but I thought it is better to inquire whether this package is available in Gurgaon or not, I have called the customer care (extreme bad thing is that they do not have a toll free number, its shame that India’s number 1 telecom company and operating in many countries do not provide a toll free number for customer acquisition, really bad). They told me this pack is available and informed me that if I make the payment through net banking there will not be any follow up, so make the payment either by credit card or cash. I accepted cash option. They said they will send a person for collection and the installation time is 24 hrs to 48 hours, and they assured that I will get it installed on the next day (16th October 2011), since it is Sunday I have asked him whether they are working on Sunday or not, he said yes they are working and will get the connection before 5 pm.

    Within an hour I got a call from Mumbai office mentioning she is calling from Airtel Digital TV and going to send a person and wanted me to give exact address, the executive was also in line (call conference) and I have given my address. He came at around 3 pm and I paid Rs. 2190 cash. When I gave notes of 1000s he have noted down the note numbers on the bill and given me a receipt, the receipt was of Shell Transource Ltd based in Mumbai and its mentioned that they are ‘Authorized distributor for Airtel DTH’. He said people from the company (Airtel) will come for installation.

    At 9.07 pm on the same day I got a message that “DTH Payment: Purchase of 440.00 of DTH successful to 03009029354. 18959274. I could not understand what it is since I have made payment of Rs. 2190

    16th October 2011: since it was Sunday I was at home, waiting for the installation people. At 1.43 pm I got a call from +912241304100 and said he is calling from Airtel DTH office and the opted pack is not available and make a payment of Rs.1600 additional and asked me to be on line. I stayed on line and after some times call got disconnected. Again at 1.51 pm he called me back and informed this pack is not available in Delhi and Mumbai and can go for cancellation. I have asked him to cancel and pay my money back. He said, wait I will do the cancellation and after some moments disconnected the line.

    I have called the Airtel customer care again and inquired about this incident, that person told me to ignore the message and assured I will get the connection in 24-48 hours. I have waited till 5 pm, I did not make a call to customer care, and I thought since its Sunday there could be an off day.

    17th October 2011: at 12.33 pm I got a call from +911244000357 mentioning she is calling from Airtel. She was asking me what about the new mobile connection I have taken, I said I have not taken any mobile connection, and then she said it could be broadband, I said I have not taken either mobile connection or broadband, but paid for a DTH connection. She asked whether someone has come for installation, I said no, she asked me can I send some, I said yes. I waited till 5 pm no one has come. I made a call to customer care at 6.28 pm, I was told that the time frame is 24-48 hours and will get it by tomorrow before 5pm.

    18th October 2011: I was expecting these people to come for installation, till noon no one has come. I have called customer care at 2.05 pm and asked about the status. She said, 48 hours is over and will forward it to installation department. But nothing happened till 5 pm. I called customer care at 5 pm. He said, he can not help in this matter since it comes under installation team and will forward details to installation team.

    Now there are some questions arise:

    1) A group like Bharti who revolutionized the Telecommunication industry, the number 1 telecom provider in India, operating in many countries, are we expecting such low standards from them?
    2) What is wrong in saying the installation time can be somewhere 3 days to 1 week if it takes this much time to do so?
    3) For what customer is paying? For service, if the service cannot be provided, then why they give false commitments?
    4) They are very fast in taking the payment, why no enthusiasm for delivering the service?
    5) Why don’t the executive who took the order take responsibility of installation?
    6) Why there is no follow up by the sales team, in coordination with customer?
    7) If they cannot follow up then why did they say about follow up before I make payment? Just to fill their target?
    8) How can Airtel expect people to be in their home for a week or more than that waiting for a connection, normally all go for work, 1 or 2 days they can take leave and beyond that is it possible to take leave and wait for a DTH connection?

    In conclusion, the standard Airtel shown is not at par with the ethics, customer centric and I think they are not much interested in this business. Instead of spending millions on advertisement and promotion correct some basic measures like timely delivery, better customer care etc. Or, they can take some customers and fool them; no one can fool everyone for a long.

    Now I am waiting for my connection or a refund. Let’s see.

  2. #2
    nitinmishra82 is offline Junior Member
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    These all telecome giant just cheat people and i believe they are making crore of rs on intrest on that money,just multiply ur amount with a number. But cheers u have raisead a complaint its important we make people aware. And believe me these guys are crooks. If ur money is not returned please dont hesitate to go to consumer court personally.

    Regards
    Nitin Mishra

  3. #3
    Dinesh911 is offline Junior Member
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    Dear Jinsenkaredath,
    I can very well empathise with you. I only hope that finally you got the installation done. If so , how long did it take? I am now facing the music!

    The internet is full of reviews, comments, complaints and abuses hurled at the pathetic service of the Airtel DTH. Despite these negative reviews I opted for the Airtel primarily for their promise of 14 HD channels, as opposed to only 8 of TATA Sky. (I understand TATA sky are the best in service).

    Anyway, much reluctantly I finally paid Rs.2890/- through an online transaction with my credit card on the website of Airtel DTH (links not allowed here) on 4th April, 2012. I instantly got an sms about the transaction with my id details: My customer ID is : 3010077223 and transaction ID is 404634245. After their promise of getting it installed in 24 hours, its already more than 100 hours(5th day) and no sign of these airtel morons at my place. I have tried calling customer care no. 0124-4448080 since 5th april at least a 20 times. But never I am able to complete my call and the moment I start inquiring about my new connection, these idiots at customer care hangup the phone. I have already written to them several times at their email ID: digitaltv@in.airtel.com . But I have received only a standard reply that they will get back to me. I have already lost my patience... I hope the sr. mgt of airtel are aware of these nincompoops sitting there at the DTH customer care centre. This is a scam... Airtel DTH guys are luring the people to pay online for the DTH service with tall claims of their products and once the payment is done they wash their hands off! In this modern era, how on earth, such a big branded company like Airtel, take the customers for a ride?? They simply cannot loot the customers' hard earned money and runaway! How can the government allow them to have such a freehand in looting??
    Now I wish to take the Airtel DTH to the consumer court and seek not just my refund but adequate compensation for the mental torture, harassment at the hands of unprofessional customer service executives.

    If this does not get materialsed here, I will go to the real court of law and file a suit against Airtel DTH. They have also employed one guy called Rakesh Ranga. His job is to track down Airtel DTH complaints in consumer court forum and shoot a standard reply from the comfort of his room, that "it will be resolved shortly and then subsequently he will post a reply that 'it is resolved' irrespective of the problem being resolved...!! This is just an online image building technique of Airtel, which we should not allow. If the problem is resolved, I myself will vouch for it here.

    Finally I fully agree with your points:
    If at all Airtel is going to bite dust ever in India, its going to be because of these morons responsible for the DTH service. SO I underline your observation that "One can fool, some , sometimes! But one cannot fool everyone, all the time" . And unfortunatley the Airtel DTH guys are trying to do exactly that!
    On behalf of the 100s of thousands of victims of Airtel DTH, I promise that "We, the harassed, tortured, cheated, looted customers (victims) of airtel DTH service, that we will not sleep in peace until we overthrow the oppressive, exploitative and cowardice company Airtel DTH from the market! They cannot be any longer allowed to hide behind a bunch of nincompoops, school dropouts - alias 'airtel DTH customer care executives' !

    Come on India ...lets kill Airtel DTH and take revenge!!!!

    Dinesh Suna, New Delhi

  4. #4
    Airtel_Presence's Avatar
    Airtel_Presence is offline Senior Member
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    Dear Dinesh ,

    This is to inform you that your concern listed 09 April 2012 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.

    For any queries you may have you can also get intouch with us at airtel: About bharti airtel: Feedback

    Regards
    Rakesh Kumar
    Airtel Presence (Airtel Customer Service Team)
    Bharti Airtel Ltd
    airtelpresence@in.airtel.com
    Connect with us 24X7 and we will be happy to assist you with a swift resolution to your queries on all our products and services
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