This is Iftekhar Ansari and this is in reference to my cell phone number 9003073982 i.e. an Airtel connection. I got the service in 2nd week of last month i.e. July and was pretty happy with the service until one day I receive a sms from Airtel saying your limit has exceeded so please pay Rs. 1000 to avoid disconnection. I am new to Chennai and because of language barrier it caused me inconvenience to locate a airtel payment center. I called up the customer service and mentioned that they can send an executive to my office and I can provide them with a cheque.The executive mentioned that they cannot send someone out there and said you can just type in CASH and the pincode and SMS it to 121 and you will get a list of the agencies that except cash payment in your area. I did that a day back and I still have not received the SMS. Today taking the pain I went searching for a payment centre and after spending Rs. 200 in an auto, and totally exausted I found a Airtel gallery approximately 4 kilometers from my home. I went there and made a cash payment at around 3.00 pm in the afternoon. After giving the cash payment I confirmed by calling a number to see if the outgoing was working and yes it was and I made the last call for the day at 5.10 IST. Now in the night at around 10.45 pm when I tried to make a call I got a IVR on Airtel customer service that your outgoing has been disconnected due to non payment and the same would be activated within an hour. I tried calling the customer service number and it would not allow me to connect to an executive and the last message it gave me was your line would be activated within an hour and got disconnected. This happened several times and finally I had to get my friend's cell phone to call up the customer service and when I had a word with the executive he mentioned that cash payment takes 24 hours to get updated. (This really zapped me. Vodafone and BPL would update that right away on the spot. I made the payment at the Airtel gallery)
I then told the executive to pass the call to his superior who could help me. The executive placed the call and when he returned he mentioned "Right now there is no superior present" (This is another thing that shocked me. A customer support center without the management.) After mentioning how urgent this was he said he would be able to activate the lines within 2 hours. But that wouldn't work for me. I had to make some urgent phone calls. He finally mentioned that he will activate it within 20 minutes and again at the end mentioned that it's going to take 2 hours and hung up on my face without an acknowledgement.
Here are something I want to point out.
Why should it take 24 hours to make a note of a cash payment when the payment was made at the Airtel gallery.
The SMS sent to customer service never returned with results. Why?
The CSR was not able to help me, didn't escalate the call and hung up without an acknowledgement. Is this called customer service?
It's 08.51 PM 2nd august, in the night almost 24 hours since the line has been deactivated and 29 hours approximately after making the payment and the line has not been activated yet.
The CSR mentioned the line would be active in 20 min, max 2 hours. It's 24 hours and nothing done yet. IS THIS AIRTEL?
I'm totally distressed with Airtel. I never had such a bad experience with any service provider. How do you expect me to recommend Airtel to any one I know. This is really not appreciated and I need a resolution at the earliest.