I have been using Airtel as my mobile service provider for the last five months or so. I switched over from one of its competing network providers in the hope of getting better services. Unfortunately, airtel has not been able to live up to its big brand name.
I have been making calls to UK very frequently in the past few days and therefore required a cheaper tariff plan. I called the airtel customer care in the hope of getting some help regarding the same.
Airtel customer care gave me a plan of getting a recharge of Rs. 47 (no talk time). This was supposed to reduce my call rates to UK (mobile) to Rs 2.99/min as specified by the customer care executive. On getting the recharge done, I discovered that my call rates were the same as earlier (Rs 9.2/min). I called the customer care again just to discover that the recharge was meant for UK landlines and not cell phones. I very well remember my first call to the customer care during which I was specifically told that my call rates to UK mobiles will be reduced to Rs 2.99/min. No heed was paid to my previous call and my memory as well. The customer care executive gave me a new plan- recharge with Rs 79 and call rates to UK mobiles will be Rs2.99/min. The next day I went to the market again and got a recharge of Rs 79. I made my next call to UK after a gap of 15b mins and discovered that the call rates hadn’t changed. I called the customer care again. After a long argument I was told that I made the call before getting the recharge done. Assuming that there was some kind of a delay in the recharge I thanked the executive and hung up, satisfied that my new tariff has now been activated. After half an hour or so I made another call to a UK mobile just to discover that my call rates are still the same. Once again I called the customer care. After a series of ‘may I put your call on hold’ I was told that the services would be activated in four hours. I waited for four hours, made my next call to a UK mobile. Nothing had changed. The call rates were the same. Yet again I called the customer care just to discover that my call didn’t get through. I used a friend’s phone and called the customer care, gave them my query and my call was put on hold for 5-8 mins after which the call got disconnected. I tried calling again but didn’t get through. After trying the customer care a number of times I gave up. Next, I used another friends number and the next piece of information I got was that this recharge was also meant for UK mobiles. At the end of all this, I just have three major concerns-
1) Why does airtel have 2 recharges Rs47 and Rs 79 (both without talk time) for the same purpose i.e. to reduce call rates to UK landlines??
2) Why arent the customer care executives trained properly trained??
3) Why arent the customer’s problems being taken care of??
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