Mr. Mttal
I would like to share my wonderful and unforgettable experience with your customer care team. After few surveys in the market on Friday (16th March) finally i decided to call up Airtel DTH support and order for a HD DTH Connection. My Call was answered by your sales Rep named: Krishna. I specifically informed him in advance that i am only available during weekends and if installation can be done on the weekends and for which the obvious answer was yes and promised that it would be done on this weekend. I called 3 times on Saturday and each time i was informed that the installation would be done on Saturday itself before 5 PM, but as not expected from Airel the installation never happened and i somehow gave up and was waiting for Sunday. Now here the funday starts. I called up your Care team around 12 and spoke to a Rep named: Yogesh who confidently told me that there some technical issues because of which the installation has not happened so far but he has confirmed with the installation team and they are nearby my house and they would be coming to place within 1 hour. I again waited and as usual nobody turned up so again i called up and spoke to a 1 more rep who again informed the same old story and when asked me connect the call to the supervisor and he said there no supervisor available during Sunday but when i insisted he informed that he has gone for lunch (1:10 PM). So decided to call you up after 45 minutes thinking a normal human being takes 30 minutes to consume his lunch. But to my surprise when i called again around 3 i was informed the same that the supervisor is still having lunch. So i decided to wait again and called at 3:30 and annoyingly the same story was repeated that the supervisor is having lunch. I asked the young lady to check the status of the installation for which she told me that the installation team does not work on Sundays. You can imagine after this episode entire how I would have felt. Politely i asked the lady if possible can i speak to Mr. Yogesh again and she connected the call after 15 minutes of hold. Mr. Yogesh again gave me lame excuses and said that do not worry the installation would be done before 5 PM. I asked him to connect this line to some senior, and he connected his call to his senior Rani (She is the only 1 rep who actually was able to understand the problem), Rani informed me that the supervisor is gone for lunch and she would arrange a call back as soon as he comes back. Around 4:30 i received a call from her and she connected the call to her supervisor named: Anik. After explaining everything to him that he is escalating the case to the higher level and within 1 hour i would be receiving a call back from the installation team and before 7 i would get the installation done. To my surprise he offered me his direct number (9920919186) and said if the installation is not done i could directly called him. I again waited and finally @ 6 called Mr. Anek who picked the call and as soon as heard my name disconnected the call and then switched off his phone. I again called 12148 and asked for Anik and i was informed that he is busy in a meeting and would call me back within 15 minutes. As expected i again did not get any call-backs.
Because of which today i had to take an off from office and the time is 2 and the installation is still not done.
I am working with Dell International as a Senior Manager and i have a loyal Airtel Customer for at least 8-9 years. Had some issues with the Broadband also because of which i had to switch to MTNL, but even after that i decided to go with Airtel. Just an FYI before i called Airtel i spoke to guy friends of mine and everyone told me the same thing that do not go for Airtel as it has the worst customer service and i should opt for Tata Sky but i went against their advice and decided for Aitel, now if i look back i think it was my biggest blunder.
After this incident i am sure that i would not like to be associated with Airtel in anyways.
Some Facts:
Total number of calls made: 120
Total Number of hours spent: 5 hours
Total Disconnected calls: 100
Total Days: wasted: 3 days
Name: Balaji Seshadri
Customer ID: 3009991013
Would request you to kindly look into how your customer care team is working so that you can maintain your reputation in the market.
A very very dissatisfied customer.
Balaji Seshadri
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