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 apologies for the inconvenience faced by you. We will get in touch with you for further details of your concern as the need arises.


Regards,

Mohsin Khan
Airtel Customer Service Team

Dear Customer,


I would like to inform you that your concern listed on 15th April, 2009 has been resolved.

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


Regards,

Mohsin Khan
Airtel Customer Service Team

This is a really messed up organization;!! The customer service reeks and their outbound call center for collection is run by a group of morons- all a great setup for customer harrassment and Mr Bharti is clusless on how his people hang up on customker phones when they provide indeqate servive

Here is my saga

I am calling about account number 14953937 and paid a check for Rs1493 on 1/9 by check 139673 to the bill collection person from Airtel who came to my home and got a receipt from him

For some reason the check is invalid- No reasons were stated in your system.

Since Friday ie 15th early morning I I have been getting calls from CS/airtel agents asking EACH time 'Have you paid the bill?'
I asked the first one to explain why the check is invalid, the airtel agent did not know the answer.She told me she will confirm that someone will collect it end of Friday -SHE never called

Then someone calls on Saturday 16th Exactly same saga as above repeated.I told him that send some one on Monday before 12 PM. He said he will make a note of it and confirmed the collection guy will pick up before 12.

Then someone called Gaurav called on Saturday evening again (dont know exact time) - Same saga as above repeated and I told him that send some one on Monday before 12 PM. He said he will make a note of it and confirmed the collection guy will pick up before 12.

Again on Sunday 17th- another airtel agent calls nd repeats the same exact question I slammed the phone down- and a little later I get another call that the service will get disconnected

WHAT THE HELL do you people think you are doing- What kind a of a ridiculous system do you have setup- One hand does not know what the other is doing and because of that you are harrassing the customer . WHY ARE YOU NOT UPDATING CUSTOMER conversation in the notes WHY!!!!

What a shoddy customer service setup.!!!???!!

Then I called 121 and spoke to supervisor Rupa Rathi- Ref# 117563806 - She told me she fdoes not know anything about the outbound calls- Why are your systems so choc-o-block- One system has no clue about what the other system information is!!
I asked her to get me information on outbound call center and she tells me I dont have any so I asked her to have her manager Rama Shankar Singh callemme back- She said she CANNOT confirm that he will. Is that you customer service's stated stated response to a customer problem

I need some Manager from outbound/collection to call me and explain what is going on with you guys- Dont waste my time.



Today when I tried to contact the reception4thfloor2irtel.in , she refused to give me adequate information , then hung up on me and then refused to take my calls- She was the reception lady

Mona Kumbhat

VERY ANGRY CUSTOMER
0124 4252036

Greetings!

I have been a loyal Airtel mobile corporate post-paid customer for the last 6 years with the Rs 250 plan. In fact, I have ignored every other service provider and have being with Airtel for their excellent coverage and honest customer services - until now.

A few months ago, I got a new smartphone and went on browsing the Net on the it. To my shock, the subsequent Airtel mobile bill (month of March 22, 2011) showed that I have a bill of Rs 1,962.35! I called Airtel customer support, and they said the charge is 20 paise for 100 kb of internet usage, and if I am interested I can go for the Rs 98 internet connection plan. I did not ask any more questions and promptly paid that huge bill, and also opted for the Rs 98 internet connection (has a net traffic and download limit of 2GB)

And now, when I get the Airtel mobile bill (April-May 2001), I was shocked to see a bill of Rs.1618.10. I called up customer support again, and this what they have to say:

When you insert an Airtel SIM card into your smart phone the DEFAULT internet service is "Airtel Live", which DOES NOT fall into the Rs 98 plan. So even if you are browsing the net happily on your smartphone, you are still using the "Airtel Live" services which is 20 paise for 100 KB (or what ever the exact charge), and NOT the Rs 98 plan you have already paid for. This "Airtel Live" services is obviously far, far expensive than your Rs 98 plan.

I would ask Airtel to please note that:

* No warning/sms from Airtel that says that a DEFAULT service called "Airtel Live", (which has been activated on my new smartphone upon inserting the SIM card on it) incurs a charge of 20 paise for 100 kb (or whatever the exact charge) for net usage.

* No warning/sms from Airtel that says that I am using the DEFAULT Live services, and my Rs 98 plan is NOT being unused (most important perhaps).

* While opting for the Rs 98 plan, NO customer service execute mentioned that the DEFAULT net access is through "Airtel Live", which will override the Rs 98 plan, and that "Airtel Live" is much more expensive.

My question was simple: Why did not Airtel let us know that the "Airtel Live" service is expensive, and how can they make it a DEFAULT service on my smartphone without my authorization?

I have been consistently writing the word "default" in uppercase since this whole Live services thing has been done without the customer's knowledge, and without the customer's authorization. Airtel simply cannot deploy a service on your cell phone and charge indiscriminately for that. I believe the customer has the right to know if Airtel is almost 'imposing' a service on the customer by calling it a DEFAULT service and not letting the customer know about its consequences.

And here is the funny part. Predictably, the Airtel customer support could not answer these questions (they were polite though), and she directed me to her manager. The manager simply said that my net charges are high because I had accessed Facebook on my smartphone! It's like paying more to the state electricity board for watching IPL cricket matches on my TV! This is most ridiculous, and when I protested this with the Airtel manager, she did not have anymore to say (she was very polite though) and opened a complaint for me instead (number 37735100). Now my question to Airtel is:

* Does we have to pay more if we have to access Facebook even though I have the Rs 98 plan? (This simply does not make sense). Airtel did not warn me in any way that accessing Facebook on my smartphone will incur more charges.

* Are there any other websites that we have to pay more if we access them on smartphone using an Airtel connection? Is it not only ethical that at least Airtel inform us or warn us through their websites, or sms or any other medium that such "expensive" websites exist?

* Shouldn't Airtel educate and train their customer support executives to tell the gullible customers that there is a nasty thing called "Airtel Live" that lives like a parasite on our smartphones, comes to life automatically by DEFAULT when we insert an Airtel SIM into our phones, and continues to eat our money without our knowledge even though we have legally purchased another cost-effective, and economical net plan (Rs 98 plan in my case)?

*Why will a customer continue to use an expensive service (Airtel Live here) when I have an economical plan available?

All I ask Airtel is to remove all charges incurred through the DEFAULT settings of "Airtel Live" services, and issue a fresh bill. Please note that at this time of writing this email, I have not received the ebill, and only received an SMS from 121 mentioning my bill amount. If Airtel does not reverse these indiscriminate changers, I have no option to discontinue and boycott all Airtel services and products. I will never buy an Airtel product or service ever again. Airtel should also remember that the world is much more closely connected now than ever, and there are mediums like Facebook, blogs, websites, (and the plain old word-of-mouth), on which consumers can broadcast their bad experiences.

My account number is 105-101018609.

Airtel, could you please look into this and reverse ALL charges incurred via "Airtel Live"? If you need more information, please contact me.

Thank you,

-Nagaraj

PS:
And by the way, before I leave, I am wondering weather Indian conglomerates can ever learn a bit of the culture of honest customer sales some blessed countries in the West have.