Hi,
I am here to share my very first experience with Airtel. Thank you for your patience to read the complete mail.
I called up Airtel customer care 1800-102-8080 executive (Priyanka) at around 11:00 AM on 20th Feb and requested for a new Airtel DTH connection with Recorder. My request was to get the AIRTEL DTH installed on the same say, the call center executive said she will try to get it done and confirmed to me that otherwise also the installation will be done in maximum of 48 hrs. She then asked me to obtain a security pass code from my bank to perform a telephone transaction and said that she will call me back in 10 mins. As expected, she called me at 11:40 AM and diverted the call to IVR for the payment of Rs 3590.00 and provided me the transaction ID "13657413".
Now, its already been approx 36 hrs. I called up the above mentioned customer care number again at 11:25 PM on 21st Feb to know the status. The representative (Arun) told me that i booked connection through some third party and he doesn't have status on progress. He was not able to provide me any useful information and put phone on long hold (close to 2-3 mins each hold without asking me to stay on call in between) twice. On my special request after speaking to floor supervisor, i got to know that AIRTEL is counting the above specified timelines (hours) as working hours and is working only 6 hrs a day therefore it could take up to 8 days.
What a WOW experience first up. I did not get any follow-up call from Airtel in 36 hrs after the payment of complete amount, and most importantly i was not told in first place that Airtel does work only 6 hrs a day. Also, I have not been provided with any Customer ID therefore it is very difficult for me to get any visibility on progress.
I am sorry to say that i will not be able to continue with a company working 6 hrs a day and want my money back. I will prefer to go for another company which can fulfill its commitment and have a better customer service experience.
Thank you for taking this matter up with Airtel.
Regards
Sachin Jain
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