Hi,

This is w.r.t a complaint that I had raised with Airtel customer care on 21/11/2010 (Sunday) about my Telephone line and broadband not working.

I called the Customer desk by Sunday afternoon and they informed me that the issue would be resolved by 14:30 IST on Monday (22/11/2010). The person whom I spoke to was Nataraj.

On seeing no response,I called the customer care again at 13:45 on Monday and then I was informed that the ticket had been resolved with updates that there was an outage. The complaint was in resolved status and none of the representatives had bothered to check the status with me.He told me that the issue will definately be resolved by 14:30

I called customer care again on monday evening. They provided me with the number of the person who is looking at the issue. His name was Kishore (Contact Number: 9972913394).He explained to me that some equipment has been damaged due to the demolition work that had taken place in the neighborhood. He told me that he has requested the other department for the equipment and they would fix it on tuesday morning.

On Tuesday (23/11/2010) morning, I received a call from Mr Dayanand (9880605507). He is supposed to be the technical team incharge of my area. He told me that he has informed Kishore about the groundwork to be done and they would restore the connection by 6 PM. Kishore came along with another technician with some wires and other necessary items in the afternoon. he said that they were making arrangements to get me a connection from another house besides mine. And said that it would be done after 5:00 PM.

At 6:00 PM, I got a call from customer care (08041523274).The person on phone gladly informed that my connection has been restored and the complaint has been closed at 4:00 PM. I checked again at home and found no change in the status. Kishore assured that the wiring work was underway and it would be finished in some 30 minutes time.
At around 7:30 PM in the evening, Kishore visted my house to check for the connection and then left. Another person came in some time and informed that the number provided to them was wrong and they would not be able to restore the connection till Wednesday morning. I called Dayanand again and again for an explanation on the issue but his cell number was out of reach. Kishore could only laugh sarcastically whenever I asked for the reason on phone.

This is the first time in my life that I have seen such pathetic service from Airtel broadband.Airtel has not been able to keep upto the timelines.

I connect to my office network from home everyday and I have lost 2 days of work due to the kind of service provided to me. There has been no clear update and the replies that I have obtained are vague. There is no clear answer as to when the connection will be restored.

I do share trading online on a daily basis and have lost an enormous amount of money because of Airtel broadband .Had Airtel given me a clear information then I would have made alternate arrangements.

My association with Airtel broadband is almost 2.5 years old and I was always very happy and proud with the quality of service they provided.

This matter needs to be investigated with the highest priority.

I have decided to do away with Airtel now and get it disconnected.Airtel really doesn’t deserve to have customers like me who make the payment on time.