A/C: ANVITI SHIROMANY MOBILE NO-9910178306


i have sent 2 mails to the nodalofficer.del@airtel.in and still there is no response from their side.this has been the limit of ignorance and lack of customer satisfaction and even any kind of customer satisfaction.


if this kind of a attitude is continued i will be forced to take further rigid actions.


I had bought an N8 handset on 21/8/2011 from Croma, and was told that I would get 6 months of internet service free on the handset, from Airtel.


This service was started on my handset but withdrawn subsequently and amount towards usage started to be deducted out of my prepaid balance.

I called customer care on 03.11.2011and they registered my complaint under Ref. No CGIFT31103879493.
on 7.11.2011 their Supervisor Mr. AMIT SHARMA called me in response to my complaint No quoted above, and informed me that since I had changed my sim card and put it in another handset, the scheme was discontinued forthwith. He also said that it is the duty of the dealer to have informed me of the conditions such as this for the facility to be provided by Airtel.

I wish to bring the following facts to your notice that I had changed my handset for some time on the 22.8.2011 due to empty battery and I needed my contacts urgently and after charging my phone replaced my sim card back into my Nokia N8.and after that on the same day I called up customer care to confirm the starting of the internet pack but even then they did not tell me about any such condition that if I change my handset the scheme will be discontinued and only confirmed the starting of the internet pack.

The matter of whose responsibility it is to inform the customer at point of sale of handset, is a matter to be sorted out between Airtel and dealer of handset selling the scheme of Airtel along with the handset.

As a customer of Airtel, entitled to a facility on Airtel connection, it is expected that conditions regarding usage are clearly informed. In any case, the sim was changed for a very brief period for charging the battery, due to battery problem in the original handset on which this facility was sanctioned. The sim continues to be on the sanctioned handset.


As a customer of Airtel, the responsibility of informing adequately conditions of use cannot be absolved by Airtel.It is the responsibility of Airtel to inform your customers about the schemes and the do and don’ts about it in clear manner. In fact, I even called on 22/8/11 to confirm about the scheme but even then I was not informed of this unreasonable condition. Even today the courtesy expected from your staff, to a customer in distress was sadly missing.


On 9.11.2011 i received a call from the nodal office and they told me a new story all together. according to them the said scheme had been withdrawn from june and i should not have been given this scheme in the first place.upon my insisting on clarifying the issue n restarting my pack the concerned officer said that she will talk to her seniors and contact me again till now i have not received any call relating to this issue.and also sent me the ref no CGIFT31111207491


I have been a loyal customer of Airtel for the past several years and the least expectation is a courteous and sympathetic attitude towards clients who have been loyal. An attitude of empathy and consideration is all that would have been necessary to resolve the issue amicably.
I trust that the facility shall be resumed shortly. It may be appreciated that in the circumstance explained above, it was necessary for me to switch the phone to use the sim card and continue mobile service.

I request you to look into the issue and restart my internet pack. Whilst on the subject, I am reminded of another instance where Airtel had unreasonably charged me wrongly for internet services, which was refunded to me upon pointing out to Airtel.
Such incidents are unwarranted and detrimental to customer satisfaction.

I am confident that an appropriate action is taken quickly so that I am not forced to take further rigid actions against the company or file a suit in the consumer forum to assert my right and protest against deficiency in services which is evident in this case.

I look forward to your immediate confirmation on resumption of internet facility.


ANVITI SHIROMANY


12.11.2011