Dear Sirs,
I have no option but to submit my complaint about the casual and indifferent attitude shown by Aircel helpline executives and the following mail trails would convey the distinctly painful experience I am going through. I would be grateful and much obliged if serious action is taken against Aircel as they seem to work without SLA's and with their casual attitude of deactivating my personal and main mobile number instead of what was requested by me:
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From: chandan0106 [mailto: [email protected]]
Sent: Monday, May 03 11:31 AM
To: Corporatecare; [email protected]; corpcare
Subject: Customer complaint..
Dear Sir / Madam,
This is KS Ramachandran from Chennai. I have been using aircel mobile since 1998 with my mobile number 9841071388. However, for the past many years I have been charged the monthly rentals of Rs 175 per month on the add on number 9841271387 when I had requested to deactivate this 9841271387 from my statement and not to charge any amount, as this mobile was lost almost in the same month as it was started using by my son. I had made several requests on this but with no action from your end.
I was shocked and surprised to see this amount of Rs 175 per month monthly charge continuously all these years for this mobile 9841271387, when this mobile was lost and not used at all from the first month itself (as mobile was lost within few days of its activation). You may very well verify this from my previous several years statement with the usage is shown as "zero" for this mobile 9841271387.
Please therefore de-activate this mobile 98412 71387 with immediate effect and also reverse all the amounts charged on this mobile 98412 71387 for all these years and confirm immediately per return.
I spoke to your helpline executive Ms. Bhanu this morning Monday the 3rd May on this and I am sure she must have registered my complaint.
I await your immediate response on the de-activation and reversal of monthly charges debited so far to my account on this mobile 98412 71387.
Regards
KS Ramachandran
98410 71388
On Thu, May 20 at 4:48 PM, Corporatecare wrote:
Dear Subscriber,
With reference to your e-mail dated 03/05, we acknowledge your request for the disconnection against your Aircel mobile connection 9841271387, we thank you for using our services. Further, we would like to confirm that, your Aircel connection has been disconnected with effect from 20/05. Please also note that you will be receiving the final bill of your above mentioned connection as per your bill cycle. You are requested to make the payment as per the final invoice so that we can close your account and stop further generation of the bills.
We haven’t received any prior request for deactivating the above mentioned cellular number, hence we will be unable to reverse the charge as requested.
Your service request number : 1-2057312721
We cherish your association with us and look forward to serve you again.
Please do send your feedback or suggestions to help us meet your expectations in future.
Thanking you and looking forward to have your patronage again.
Warm Regards,
Sairam
AIRCEL
Customer Service Delivery
PS: Incase you require any further assistance, please
> Call our toll free number 9841012345 available only from your local Aircel mobile.
> Mail us at [email protected]
> Fax us at 044-25323131
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From: chandan0106
Date: Mon, Jun 28 at 10:45 AM
Subject: Re: Reply to your e-mail dt: 03-05-10 / Ref: Mobile Number.9841271387
To: Corporatecare
Dear Sir
I was shocked and surprised to learn from your helpline officer that you are continuing to charge the monthly rentals (I dont know if you are charging any other amount) even in the current month for the mobile 9841271387, although I have not yet received the bill from Aircel. If you are charging anything on this mobile anymore, I will have to take it up seriuosly with higher authorities for this indofferent attitude by your organisation to a valued customer, despite my repeated requests.
Pls make sure that there are no more further charges for this mobile 9841271387 with effect from 20th May as confirmd by you in your below-mentioned mail, failing which I would have no option but to take this up for serious further and immediate action.
KS Ramachandran (Chandan), Amritha Apartments, 2nd Floor, E58A, 21st Cross Street, Besant Nagar, Chennai 600 090 Mobile: 91 98410 71388
On Tue, Jun 29 at 9:01 PM, chandan0106 wrote:
Dear Sir
It is disgusting to note that your helpline executives do not even understand the normal English language!
I referred to the following subject and told your executive as to why I am charged the monthly rentals on mobile 9841271387 and you should reverse all charges on this mobile wef 20th May as confirmed by your following mail.
It is so funny that instead of doing this you have de-activated my exiting mobile 9841071388 which I am using for the last 15 yrs! Is it not funny? I am now not bale to make any calls from 9841071388!!!
How do I communicate with your helpline? Can you please let me know?
I would like to see activation of my mobile 9841071388 immediately..
Can anyone pls help???
On Wed, Jul 7 at 12:23 PM, chandan0106 wrote:
After all that happened as per my mail below, I am shocked to realise this morning once again that I am unable to call out or send sms out as these services have been de-activated, as per what I hear, when I attempt to do either of them, for reasons totally unknown.
1. Why are you all doing this to me?
2. Is it because I am your most faithful customer for more than 10 years?
3. Is it because I pay my bills regularly?
4. Should I go through this pain regularly by your casual and illiterate acts?
5. Do you have anyone in your organisation who will understand these customer complaints, especially when I have been more than careful about my compliance with your service expectations?
6. I am wondering if I should write to consumer forum and also arrange to publish my article in all leading newspapers for the agony and pain that I have to go through every time these sort of things happen with Aircel.
7. Your customer care confirms that all are ok in my account and he does not understand as to why this is happening! He says my connection would be restored in half an hour's time and every time your customer care executive says a nice "Sorry" without attaching any seriousness to it.
8. This is not the first time it is happening.
I am losing and have already lost unexplainable business time, because of your casual attitude and I would therefore demand penal charges of Rs 1000, from your organisation for these painful experiences and making me totally out of communication, for the second time. After all, everything has to work both ways...
KS Ramachandran (Chandan), Amritha Apartments, 2nd Floor, E58A, 21st Cross Street, Besant Nagar, Chennai 600 090 Mobile: 91 98410 71388
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from chandan0106
to [email protected]
date Thu, Jul 8 at 8:52 AM
subject Re: WHO GAVE YOU THE AUTHORITY TO DEACTIVATE MY OUTGOING CALL AND SMS FACILITY???
mailed-by gmail.com
hide details Jul 8
Dear Sirs,
1. Please read the mail trails below very carefully.
2. Yesterday, the 7th July was a "BLACK DAY" for me. For the entire day, literally, my mobile no 9841071388 was totally de-activated by your services.
3. During the day, I had spoken to many of your customer care executives who very easily said "SORRY" and promised to restore and activate my mobile within an hour or two hours, without attaching any seriousness to it.
4. I was totally out of communication for the entire day and I realised that my mobile was activated again only as late as 10PM or so.
5. I have been using Aircel mobile service for more than 10 years and this is the treatment for an age old customer like me!
6. There has been no communication from your end for my below-mentioned mail of yester date.
7. I would like to take it up to higher authorities unless you choose to reply with reasons as to why my mobile was deactivated. One of your customer care executives mentioned and apologized that there was a mistake in deactivating my mobile (you had wrongly deactivated my mobile 98410 71388 instead of 98412 71387.
8. Surprisingly, this mistake has happened from your end for the second time and therefore I would like to be compensated for the total loss of one days communication.
9. Unless the rule works both ways, customers and the service provider cannot work together qualitatively. In as much as you charge penal and late fees for late payment by a customer, you should also bear the pain the customer experiences due to your repeated mistakes.
10. I would appreciate if you would please reply to this mail immediately and credit my account with Rs 1000 as penal charges for this serious lapse from your end. As explained above, please read the following mail trails to understand the sequence of events in this regard.
KS Ramachandran (Chandan), Amritha Apartments, 2nd Floor, E58A, 21st Cross Street, Besant Nagar, Chennai 600 090 Mobile: 91 98410 71388
On Wed, Jul 21 at 2:54 PM, chandan0106 wrote:
Further to my agonizing experience with Aircel, since this morning (21st July) I am not able to use my mobile 9841071388 with the message " SIM card registration failed" and "No network coverage"
I have a strong feeling that you have still not made any permanent rectification to the instructions I have given (please read my below -mentioned mails very carefully) and every time in your monthly billing cycle time, you keep de-activating my mobile 9841071388 for no fault of mine.
Please show cause notice as to why I should not take this matter up to the higher authorities and seek compensation for the loss of business during my busy and important time, for no fault of mine. No amount of "sorry" or apology by anyone would satisfy me...
Interestingly, no one from Aircel has shown any interest to even reply to my below mail of 7th July till date...
If I do not get nay reply with suitable and permanent rectification to my painful issue and experience that I am facing, I will have no option but to take this up and make sure that Aircel will regret very much to their casual attitude to a 12 year old customer..
KS Ramachandran (Chandan), Amritha Apartments, 2nd Floor, E58A, 21st Cross Street, Besant Nagar, Chennai 600 090 Mobile: 91 98410 71388
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from chandan0106
to [email protected]
date Thu, Jul 22 at 3:42 PM
subject Re: WHO GAVE YOU THE AUTHORITY TO DEACTIVATE MY OUTGOING CALL AND SMS FACILITY???
mailed-by gmail.com
hide details Jul 22 (2 days ago)
1. After almost a full day of torture by your customer care services, I now find that I can make only local calls while STD, ISD and roaming facilities have been totally de-activated..
2. WHY ARE YOU DOING THIS TO ME? IS THIS HOW TO TREAT A 12 YR OLD CUSTOMER?
3. I HAD TO ONCE AGAIN TALK TO YOUR HELPLINE TO LODGE A COMPLAINT AND MY COMPLAINT NUMBER IS 1 - 235876119
4. YOUR HELPLINE SAYS ONCE AGAIN "SORRY" AND SAYS THIS WILL BE RECTIFIED WITHIN 24 HOURS..!!!
5. HOW MANY 24 HOURS I HAVE TO GO THROUGH LIKE THIS?
6. DONT YOU PEOPLE HAVE A CHECK LIST OF WHAT FACILITIES ARE BEING ENJOYED BY A PREMIUM CUSTOMER LIKE ME?
7. DONT YOU UPDATE YOUR SYSTEM WITH THE FACILITIES THAT ARE BEING ENJOYED BY A CUSTOMER LIKE ME?
8. THE PAIN THAT I AM GOING THROUGH BECAUSE OF YOUR WORST SERVICES CANNOT BE EXPLAINED FURTHER..
9. PLEASE CALL ME OR WRITE TO ME IMMEDIATELY ON RECEIPT OF THIS MAIL.
10. NO ONE - I REPEAT - NO ONE IN AIRCEL SEEMS TO BOTHER ABOUT MY COMPLAINT AND I HAVE NOT YET RECEIVED ANY CALL FROM ANYONE FROM YOUR END ON THIS ..
KS Ramachandran (Chandan), Amritha Apartments, 2nd Floor, E58A, 21st Cross Street, Besant Nagar, Chennai 600 090 Mobile: 91 98410 71388
from chandan0106
to [email protected]
cc [email protected]
date Sat, Jul 24 at 5:51 PM
subject Re: NO ONE IN AIRCEL HELPLINE MEAN
WHAT THEY SAY..WILL ANYONE FOR HEAVENSAKE ACT ON MY COMPLAINT URGENTLY???
mailed-by gmail.com
hide details 5:51 PM (0 minutes ago)
1. I am spending more time than is necessary with Aircel and my complaint mail dated 22nd July as below is still unanswered.
2. I have spoken to as many as 15 helpline executives since yesterday and everyone says "sorry" and promises to restore my STD, ISD and National roaming facility within 24 hours and I have now gone through many 24 hrs and nothing has been done to my mobile, in this regard.
3. Unfortunately, every time I dial Aircel helpline (9841012345) a totally new executive picks up the phone and asks me to repeat my compliant story all over again. Is there any system of storing customer complaints against their mobile number in your database; or your customer care executives just listen to the story and forgets it..??
4. I have lost considerable amount of business time and would demand Aircel to credit my account with a nominal amount of Rs 3000, if not more...
5. Customer care is saying sorry without a definitive time to resolve issues. There has to be SLA's for every service. In as much as Aircel levies penalty charges for late payment of bills, Aircel in the same way should compensate the customer for their inefficiencies and casual attitude to customers.
6. I am a 12 yrs old customer with Aircel and am now wondering if I should lodge a complaint in the Indian Consumer Forum for an appropriate action for a common citizen of India like me and others who are pained like this every day.
7. Depressingly, there has been not even a single mail from you to convey your concern or an apology for your indifferent attitude that is being shown by you to me.
KS Ramachandran (Chandan), Amritha Apartments, 2nd Floor, E58A, 21st Cross Street, Besant Nagar, Chennai 600 090 Mobile: 91 98410 71388
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