PROBLEM SUMMARY

I HAVE BEEN A SUBSCRIBER TO AIRTEL MOBILE PREPAID CONNECTION WITH NUMBER 9633113168 IN KERALA CIRCLE IN CITY OF KOCHI. MY PRIMARY AREA IS NAVAL BASE, KOCHI 682004. THIS IS PART OF ERNAKULAM DISTRICT OF KERALA.

SINCE AROUND MARCH 2010 I HAVE HAD NEARLY "ZERO" CONNECTIVITY IN MY OFFICE / RESIDENCE AREA.



On June 23, 2010 I gave my First Email Complaint to Customer Care. Extract of the emails I shared were as follows:-

"I have been a subscriber to Airtel Mobile Prepaid connection with number
9633113168 in Kerala Circle in City of Kochi. My primary area is Naval Base,
Kochi 682004. This is part of Ernakulam District of Kerala.

Since around March 2010 I have had nearly "ZERO" Connectivity in my Office / Residence Area. I had made some generic complaints to Customer Care on "121".

Final Complaint was given on 11-06-2010 vide ref no 0612067424.

There has been no improvement in the situation. Further details are as
follows:-

1. When the connectivity was good, the tower indication was "Naval Base". When it deteriorated I would very rarely get "Naval Base" and occassionally get "W Island" or "Palluruthy".

2. Outside the Naval Base Area the connectivity is fine indicating that my
set and connection are fine. However for record I use a Nokia 3500 Classic
handset. "


Finally on 06 Jul 2010 I raised the issue to the Nodal Officer of Airtel Kerala [nodalofficer@airtel.in]

The reply I received on 07 Jul 2010 was as follows:-

Dear Customer,

Thank you for contacting Airtel.

We understand from your previous interaction dated 07-07-2010, you have
expressed concern over network coverage issue for your Airtel number
9633113168.

We understand your concern and will work towards resolving the same.

We regret for the inconvenience caused due to below mentioned episode. We
would like to inform you that your concern is already under follow up with our
technical team. Survey has already been conducted at your place. Our technical team is working on your concern to improve the coverage. We have also shared your feedback received through this mail, in order to take necessary action at the earliest.

We would like to assure you that we at Airtel use stringent measurement and
control applications to ensure that you receive error-free services. We are
continuously working towards upgrading our network to ensure that the coverage is as extensive as possible.

However, despite our best efforts there are times when it becomes very
difficult to define the exact range of the coverage. We regret to inform you that we would be unable to immediately improve the indoor coverage in your area.

As per the Service Request number 61206742400, we would like to assure you that our network team is working on improving the services by planning cell sites, throughout the city.

The installation of such cell sites would help to improve the radio wave
frequency for both indoor and outdoor coverage. We will revert to you once the new site is installed and request your co-operation till such time.
We would like to inform you that your concern regarding Network issue has been Escalated to Network department we would reply to you with the updated status. We request your co-operation till such time.

Alternatively, you can also know the status of the Service Request number by
dialing *121#.

For further assistance, mail us at 121@airtelindia.com.

We value your association with Airtel.

Warm Regards,

Vijath Kumar

Please Note the Paragraphs for these have a way of repetition.

With nothing happening for a long time I was forced to remind through another email on 25 Oct 2010 to Nodal Officer Kerala.

"Dear Sirs,

I think that 15 weeks is sufficient time to ask why connectivity issues of
your Mobile Telephony Service has not altered for better even one bit in Naval Base Area, Kochi, Kerala?

My airtel connection +91 9633113168 continues to work only when out of Naval Base, Kochi. However in my primary place of residence and work I do not have any connectivity.

Your previous statements of improving network, technology, permissions are
clearly seen now as hollow and unscrupulous. Connectivity tower in or in
vicinity of Naval Base is a simple factor of your meeting the law of the land
as well as a resource for your complete consumer base - not just residents of
naval base Kochi. Why do you remain so thick skinned?

Are you slow in action because "Mobile Number Portability" is not yet in place?

Shall I raise this matter to an apellate level?

Will there be decency of a reply and follow up action?

Johnson O


Sadly this is the reply I get on 26 Oct 2010:

Dear Customer,

We understand from your previous emails regarding network coverage for your Airtel number 9633113168.

We understand your concern and will work towards resolving the same. We regret any inconvenience that your experience has caused you.

We would like to assure you that we at Airtel use stringent measurement and
control applications to ensure that you receive error-free services. We are
continuously working towards upgrading our network to ensure that the coverage is as extensive as possible.

However, despite our best efforts there are times when it becomes very
difficult to define the exact range of the coverage. We regret to inform you that we would be unable to immediately improve the indoor coverage in your area.

As per the service request number 61206742400, we would like to assure you that our network team is working on improving the services by planning cell sites.

The installation of such cell sites would help to improve the radio wave
frequency for both indoor and outdoor coverage. The benefits of the same will be perceptible in approximately, 1 to 3 months. We request your co-operation till such time.

Alternatively, you can also know the status of the service request number by
dialing *121#.

In future too, please feel free to speak to our call center executive on 121
(toll-free) regarding any issue/concern. You can also email us at
121@airtelindia.com.

You can get in touch with the Nodal Officer with your earlier request or
complaint number if it's still unresolved. You may send an email at
nodalofficer.ker@airtel.in or you may call at 9995834865 from 9:30 AM to 6:30 PM Monday to Friday. The Nodal officer will provide a resolution to your
complaint in 10 days.

If you do not receive a satisfactory response from Nodal officer you may send
an email at appellate.ker@airtel.in or you may call at 9995844865 from 9:30 AM to 6:30 PM Monday to Friday.

We value your association with Airtel.

Warm Regards,

Nayeema
Nodal Officer
Bharti Airtel Limited


Please note the above reply. It is a verbatim reply from the Jul 2010 email.

Shocked, I was forced to send another email as follows:

Greetings!

The reply you have sent in response to my email is as per a standard format
with no application of mind to the problem highlighted in my repeated
complaint. It seems that Ms Airtel is too "Thick Skinned" to even bother
reading the complaint. Perhaps you feel that a generic "one reply fit all"
approach will cause the issue to go away.

The following paras in your reply are a repeat and heard by me three times:

"We would like to assure you that we at Airtel use stringent measurement and
control applications to ensure that you receive error-free services. We are
continuously working towards upgrading our network to ensure that the coverage is as extensive as possible.

However, despite our best efforts there are times when it becomes very
difficult to define the exact range of the coverage. We regret to inform you
that we would be unable to immediately improve the indoor coverage in your
area."

The following part of your reply simply defers any action or responsibility by
you:

"As per the service request number 61206742400, we would like to assure you that our network team is working on improving the services by planning cell sites.

The installation of such cell sites would help to improve the radio wave
frequency for both indoor and outdoor coverage. The benefits of the same will be perceptible in approximately, 1 to 3 months. We request your co-operation till such time ."

I continue to remain "Not Connected" through all your bureucracy"

So please allow me to approach the appellate authority and TRAI. Finally I will
constrained to approach the consumer court!

Warm Regards

Johnson Odakkal


The reply by now should not be a surprise. This was received on 29 Oct 2010:-

"Dear Customer,

We understand from your previous emails regarding network coverage for your Airtel number 9633113168.

We understand your concern and will work towards resolving the same. We regret any inconvenience that your experience has caused you.

We would like to assure you that we at Airtel use stringent measurement and control applications to ensure that you receive error-free services. We are continuously working towards upgrading our network to ensure that the coverage is as extensive as possible.

However, despite our best efforts there are times when it becomes very
difficult to define the exact range of the coverage. We regret to inform you that we would be unable to immediately improve the indoor coverage in your area.

As per the service request number 61206742400, we would like to assure you that our network team is working on improving the services by planning cell sites.

The installation of such cell sites would help to improve the radio wave
frequency for both indoor and outdoor coverage . We request your co-operation till such time.

Alternatively, you can also know the status of the service request number by
dialing *121#.

In future too, please feel free to speak to our call center executive on 121
(toll-free) regarding any issue/concern. You can also email us at
121@airtelindia.com.

You can get in touch with the Nodal Officer with your earlier request or
complaint number if it's still unresolved. You may send an email at
nodalofficer.ker@airtel.in or you may call at 9995834865 from 9:30 AM to 6:30 PM Monday to Friday. The Nodal officer will provide a resolution to your
complaint in 10 days.

If you do not receive a satisfactory response from Nodal officer you may send
an email at appellate.ker@airtel.in or you may call at 9995844865 from 9:30 AM to 6:30 PM Monday to Friday.

We value your association with Airtel.

Warm Regards,

Kalpana R
Nodal Officer
Bharti Airtel Limited"


Note the template paragraphs with no application of mind.
So the politest reply I could send on 30 Oct 2010 is as follows:-

Dear Incredibly Inefficient People!

How can you be so pathetic?

The following paragraphs have been repeatedly sent to me three times before.

"We understand your concern and will work towards resolving the same. We regret any inconvenience that your experience has caused you. We would like to assure you that we at Airtel use stringent measurement and control applications to ensure that you receive error-free services. We are continuously working towards upgrading our network to ensure that the coverage is as extensive as possible.

However, despite our best efforts there are times when it becomes very difficult to define the exact range of the coverage. We regret to inform you that we would be unable to immediately improve the indoor coverage in your area.

As per the service request number 61206742400, we would like to assure you that our network team is working on improving the services by planning cell sites. The installation of such cell sites would help to improve the radio wave frequency for both indoor and outdoor coverage. We request your co-operation till such time."

Why dont you have the guts to say that AIRTEL CANNOT DO ANYTHING TO LOOK AFTER SUBSCRIBERS IN NAVAL BASE KOCHI.

Do not ride on past success. I will ensure this entire story is known far and wide. I can assure you your subscriber base will not last come Nov and Mobile Number Portability.

Please have some shame or self respect and pay for installation of a tower in Naval Base. It will help you and your subscribers in the entire area.

Johnson O


TELL ME WHAT MORE CAN I DO?