Hi Sunil,
I have been a customer with Airtel for the past 7 years and I am absolutely horrified by the abysmally pathetic service Airtel offers me in terms of quality of service (mobile), and the sheer incompetence and lack of professionalism of its customer care department. The past 3 months have been a horrendous experience for me and I would like to bring to your attention the same.
It all started with my network related complaint that I raised on the 18th of May. Due to the poor network, I am having to spend late nights at office for calls with my customers located in the US. All this when I could get to the comfort of my house and receive the same. Your team has not bothered to action this complaint for over two and a half months and every time I call them they inform me that they are escalating to the technical, which I now know is a farce. Finally, during the week of august 15th a technician visit my home and took some readings and only to not hear back from Airtel again.
I have escalated the matter with your nodal and appellate authorities in the customer "dont" care department but to no avail. Everybody within your appellate office (Leo Arvind, Anil, Ramesh) makes false promises of call backs with updates on the issue but none what-so-ever came from them. These are my issues with Airtel:
1. Airtel's customer "dont" care department lacks any professionalism and commitment to resolving customer issues. The escalation authorities are also just as impotent.
2. The appellate officers (Leo Arvind, Anil and Ramesh) refuse to bring their manager Sharath Damani on the call saying they will not do it. So I cannot escalate to the next higher level authority.
3. Because of Airtel's poor network and lack of commitment to resolve it, I've had to spend sleepless night at my workplace, while I could be spending time with my family.
4. Because of Airtel's poor network, I've had to make 4-5 extra calls for every call because of calls drops and poor voice quality.
5. Airtel disconnected my mobile connection without informing about the same.
My Position:
1. 70% of my calls are made from home, as I have a fixed line desk connection at office which I use while I am at office. I am ready to pay for good service which I have received 30% of the time which translates to 30% of my bill value.
2. If customers are charged a fine for late payment of bills, then Airtel should also pay a fine for non-actioning a customer complaint. It is only but fair.
I have had a horrid 2 months with airtel and need a resolution to this issue.
I look forward to some action at least from your side.
Regards,
Upendra Thayi
Working partner, Thulsi n Thyme.
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