Dear Sir
I had purchased a blackberry Curve 8520 in August 2009. My service provider is Airtel. In October 2009, I noticed that instead of Customized ring tone, the default airtel tone is coming in incoming calls and the back panel is very loose. When we removed the Memory card and reinsert it started working fine.
I called Airtel Blackberry support (7070) on the same day. They advised me to visit Service centre of airtel in Divyashree towers BTM Bangalore. After few days I visited Service Centre. There they logged a complaint for DOA and after 2 weeks I got new Handset, again, this time also the panel was very loose and same issue with memory card as well, I called Airtel Blackberry support (7070) on the same day they suggested me to update the SW of the handset and regarding back panel issue they suggested me to visit SC, I visited service centre again and they logged a complaint for DOA again,
I got new handset after couple of weeks and within a month the issue again resurfaced, at that time I was in J&K, I contacted Airtel there and they refused to support my handset and suggested to carry the handset to Chandigarh service centre which is one and a half day journey and was not feasible for me to leave my work and go there, Once I came back to Bangalore I contacted the service centre, explained the situation, and I was suggested to submit handset for a repair.
I never imagined such pathetic careless and insensitive approach from either BB or Airtel. I hope Airtel understands that this costly handset is held by corporate users whose time and communication is important. Under the circumstances, since the new set is not more than five months old and I hardly used this handset because of its memory card issue as I was not able to download any mail or attachment and after every half an hour I had to remove and reinsert the memory card to do my work which was very irritating.
When I asked the service centre for a replacement or refund of money as the issue is ongoing from the day it was purchased, they denied for the same and suggested me to contact Nodal officer for the refund for the handset
When I contacted the above said Nodal officer, they registered a complaint on 2nd march and told that they will get back to me within 24 hours; I waited for a week but did not get any response from them, I called them again to know the status of my complaint and spoke with Salma she told me that she will call me back within 24 hours but again I got no response from them for next couple of weeks. I again called them back and spoke with Salma she told me to carry the handset to service centre for repair and they cannot give any refund or replacement . Salma was not professional on call and was rude and asked me to contact the Appellate officer I contacted him from there also I got the same response
I did not expect this level of service towards a corporate user, I am really disappointed with this service. If this is the case with us who use corporate connections for most of our business requirements, I can only imagine the plight of the common man, I am henceforth requesting you to kindly look into the matter and do what best can be done from your end
My only request now is that Airtel takes back the handset that I had purchased and refund the amount (i.e. Rs 15500) I have paid towards the same. I do not wish to continue with Airtel as far as this handset is concerned. I have already suffered enough harassment from the hands of Airtel and would request you to please bring an end to this. I have been a postpaid customer of Airtel for the past more than 4 years without much hassles - but today cannot wait to get rid of this handset.

I hope you would be able to do something about this at the earliest.


Best Regards,

Sartaj Ganai
+91 9663 033 077
+91 8088 147 143