Inconsumercomplaints.com » Telecommunications » Review / complaint: Airtel - Connection disconnected even after submitting the required proof in person | News #67673

Airtel
Connection disconnected even after submitting the required proof in person

It’s a mail which a corporate like Airtel should never receive from a customer. I am writing this mail to explain you about the unorganized way of working of the Airtel Relationship centre, and the other linked services of your firm. It is very unfortunate that a customer is made to run from pillar to post for getting his issues resolved. I am an airtel mobile customer for past 6 years and also using Airtel broadband for almost a year. I was initially an prepaid customer later migrated to post paid and I have a very clean credit records with airtel, it was a smooth experience for me with airtel till then. The moment I switched over again to pre-paid I had really a big time trouble with your service.

For the first time my calls were barred without even informing me the reason, and when I spoke to your customer care executive they informed me that I have not submitted the proof for the connection, I had requested them to activate the connection and also asked for 24 hrs grace time which they have sanctioned (28/12/10) and the very next day I visited your Relationship centre in PORUR, and submitted the required proof (a photograph and my passport copy – LCS No – 39 Dt 29/12/10) and also filled a pre-paid enrollment form, and they informed me that the details will be updated in 48 hrs. Again on 5/01 my calls were barred stating that I have not submitted the proof, it was very surprising for me to receive such message though I have submitted the required proof at your relationship centre promptly. When I spoke to your nodal officer they had informed me about non-receipt of my proof from that relationship centre, which is not under the scope of a customer and since I have confirmed my submission they have reactivated my services.

And again on 10/01 my sim was blocked stating the same reason of non-submission of proof and that week was a very important for me to have mobile for co-ordination with my various stake holders, and AIRTEL has goofed up by deactivating the sim. It’s an failure of your system that, even after 12 days of submitting the proof, the details were not updated and your nodal officers and your appellate officer (Ms Sheila) were blaming the customer for not getting it updated. And the way the relationship centre operates is totally uncultured, getting a details from them over phone is just not possible. They made me to hang on with the phone for more than 25 minutes that is after calling them for 6th time but I couldn’t get the required details.

I was interacting with Mr. Ajay (Appellate officer) and he has suggested me to resubmit the proof and enroll again since they have missed my earlier enrollment form with my proof which is purely the failure of your process and this inefficiency of your representatives is transferred into the customers in the form of disconnecting the connection for about 2 more days (as of now it is 2 days and I have no clue when it will be reactivated). Hope being a leading firm in telecom sector you would understand the difficulty of a customer, who is left without a mobile service for about 2 days.

After all these mess up from your end now I request you to activate my mobile at the earliest by tomorrow ie 13/01 10:00 AM, at least by this you compensate the err and the inconvenience caused to your customer.


Company: Airtel

Country: India   State: Tamil Nadu   City: Chennai

Category: Telecommunications

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