Subject: An experience of Black Berry Set Bold 9000 and Airtel Service Provider

Sub:-An experience of Black Berry Set Bold 9000.
Service Provider Airtel Mobile No. 9871055119 Dear Sir I had purchased a blackberry set No ETA-153 2008 PCB-17915-001_B Model Bold 9000. in June 2009. My service provider is Airtel. In October 2009 I noticed that ring tone is not coming in incoming calls. Later I noticed alarm is also not ringing and sound is also not coming while playing music. There is no problem in making calls or listening to call if you are alert enough to notice while incoming flash is coming.

1. I called Airtel service call centre (7070) on 24th Oct. They advised me for quick repair to visit Gurgaon Service Centre of BB in Sahara Mall.

2. On 26th October I visited Gurgaon Service Centre of BB in Sahara Mall. He expressed his helplessness to do anything. Pl. see my remarks in visitors book. He advised me to get the complaint lodged at Airtel service call centre (7070). He told me that you are Platinum customer and will get door step service.

3. I lodged the complaint with Airtel service call centre (7070) on 26th Oct. The complaint number is 28996670. Call centre told me that within 24-48 hours the faulty set will be collected and replacement set will be provided.

4. Nothing happened. I again called call centre in the evening of 30th Oct to get it collected on 31st from my residence.

5. On 31st Oct I received an SMS from a engineer technician Mr. Rajesh that he is in Gurgaon and will collect set on 2nd Nov. from Gurgaon (My office). I immediately called call centre on 31st at around 12:30 PM and requested once again call centre including supervisor on duty for fast redressal. He expressed his helplessness stating that Engineers are in Gurgaon. I also SMS Rajesh that 2nd is holiday pl. collect from billing address. He intimated than he would collect on 3rd. I intimated on 3rd I have to go to Vadodra for two days pl. collect on 2nd. He told me than he is closing the call. I have trail of all the SMS exchanged.

A. I do not know what to do. I never imagined such pathetic careless and insensitive approach from either BB or Airtel. I hope BB understands that this costly set is held by high profile people and importance of their time and communication. In the given circumstances and set is not more than five month old can you pl. ask any of your dealer or service provider to replace my set free of cost without any delay. If it is not possible tomorrow can you pl. arrange it in Vadodra for 3rd or 4th.

Thanking you.
Rakesh k Goyal
For Vinita Kathuria
Billing Address
A-201 Shiv Vihar Society Rohtak Road Delhi-110087 India