Date 15/10
Sub: Airtel Customer Care (With No CARE)
Dear Sir,
The Most Ideal Abbreviation would be Customer Harassment Depts. There is a General Complaint of AIRTEL Executives being RUDE and ARROGANT and the fact is well known to the AIRTEL Customers. The New/Latest Attitude is misbehaving with the customer.
The episode goes like this :
Day 1 (13th October) : My Nokia E 71 got stolen from my office Cabin by some unknown visitors at around 07.30 PM the matter was reported to PCR and then to Police Station Moti Nagar, the entire process was unhindered and smooth. The trouble started when I thought of blocking the SIM, I dialed 9810012345 from landline and ignited the frustration. The IVRS and the music followed by disconnection and not reaching the Customer Care (No care is given to customers though) Executive. After trying for about ½ hrs and not reaching to anyone but music and advertisements even though I opted to block the SIM I almost collapsed with frustration Delhi Police was faster.
I borrowed someone’s Airtel phone and tried 121 even through this and this time I was lucky to get the staff (you term them as Customer Care Executives) in just less than 10min and requested to Block the SIM. I did ask about the process to get the new SIM Issued, and I was informed to visit one of the Airtel offices with ID and apply for duplicate SIM while the activation will take 3-4hrs. I would have appreciated a better service but Airtel is Airtel no Investment made on 24hrs service In spite of largest customer Base.
Day 2 (14th October) : I enquired about the Airtel’s nearest office and reached there at exactly 10.25AM. There were three Computers / Executive Chairs I sat in front of the 1st Executive who guided me to next since the next chair was empty so I went to 3rd who again guided me to 2nd one all this was too Informal courtesy was a miss. I waited for the 2nd Executive. Now this man was again a surprise he could not speak or understand English language. So I told him my purpose of visit and also showed him the papers which he snatched from me even before I could unfold the Photocopies I had carried. He was discourteous since my experience with Airtel is even worst I ignored it at that point of time.
I filed up the forms and attached the copies of my Election I Card and Driving Licence duly attested. The boy provided me a SIM and asked for Rs.75/- towards the cost, I requested him for a waiver since I am one of the Oldest customers and at 121 I was not told about this charge. My connection was sold to me against security of Rs.3, 000.00. To this this boy showed me the Card where cost was printed as ‘Maximum Service Charge Rs.75.00’, So I offered to pay through Credit Card which the 3rd Executive refused (he actually Interfered in our discussion). The reason for not swiping the card was his phone line was not working. I could see that it was nothing but a white lie so I offered cash. I was not provided any receipt for this payment since the price is printed (although it’s the service charge). I was told that Sim will get activated in 3-4 hrs.
Day 2 (14th October 3.00PM) : Since more than 4 hrs had passed I called through the same 10-20 min process of calling / reaching out to executive only to be shocked by Informed that no request for SIM activation was sent by the center. I felt like so frustrated since I during Diwali I lost my phone worth about Rs.20, 000.00 and now lost peak time Business too without phone. My Buyers / customers could not reach me.
Once again the request was placed to activate the NEW SIM . The same 10-20 min process was followed at around 9PM again to be surprised that request was recorded at 5 PM and not 3. Again the system failure was blamed on the systems.
at the 12.10 am 15/10 I WAS yet to see life in my Phone. One full day of Business lost?
Will someone call It ‘ Customer Care ‘?
Airtel’s
Our Vision & promise
By 2010 Airtel will be the most admired brand in India:
Loved by more customers
Targeted by top talent
Benchmarked by more businesses
We at Airtel always think in fresh and innovative ways about the needs of our customers and how we want them to feel. We deliver what we promise and go out of our way to delight the customer with a little bit more
Come Jan 1’2009 I want to shift.
Rgds
SANJEEV K GULATI
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