Airtel customer service and support has become very pathetic.
Resolution of a problem is a distant story, they do not even bother to respond.
I had requested for a change of broadband scheme change in June, which increased my bandwidth and also usage limit (actually unlimited). As a matter of fact, Airtel sales representative had called me with the new scheme and I agreed to the change.
Existing scheme - 2 MPBS with 4GB free usage and per MB usage after that.
New sceme - 4 MBPS with 10GB and above 10GB the speed would reduce with no extra charge and this usage would be unlimited.
But after few days we noticed no change in speed so I called up customer care (got line afte 4-5 tries), the representative said that they had not received any such request but if I want they can take my change request and that it would be effective in the next billing cycle. With nothing to do I accepted (It was around middle June and the next cycle was from 27th June).
But to our surprise even after 27th June there was no change. Meanwhile Airtel was havning problem with their IT system and I could never speak to any customer support person for a long period of time (20 days or more). How can a Telco give an excuse that there system is undergoing upgrade and that there would be minimal customer support.
Anyway more time passed and I expected that Airtel would definitely take care of this issue and resolve it and accepted that since it was a technical problem and co-operated.
But the surprise was an email and SMS which informed that my usage limit of 4GB had exceeded and that I would be charged. I started calling customer care and again after lot of effort got their line and informed of this issue. They said my scheme had not changed, to which I told them that it was supposed to be done a long time back, to which they could only say 'sorry sir our system is upgrading and any change cannot be done'. I told her that in that case I should not be penalised and she said that it would be taken care of I need not worry. In the end of billing cycle, there was a huge bill sent to me. Again I tried customer support and finally got to speak to them in end of August around 26th, and the representative told me that my change request was in the queue and it would be effective in October. I was very upset by this time and told them to disconnect my line and I was routed to the cancellation department. There another lady persuaded me with lots of excuses and that their IT system upgradation had created some problem etc. She promised that my scheme would be changed by Aug 27th and charges for my last bills would also be taken care of as it was their fault that they could not change the scheme. I would need to pay only the amount as per my scheme. She further said that if the change does not happen by 27th then I could disconnect the line. I was hopful this time as the representative sounded good.
But to my surprise nothing happened so I finally sent them an email to disconnect my line to [email protected] on 27th August.
These support guys did not even bother to acknowledge and today (2nd Septemnber) these shameless people have sent and SMS with a another big bill amount for internet usage. I sent them a second reminder for disconnection through email today and also mentioned that I would not be responsible for any payment for the said account.
Please advise as I believe their would be many others who may be suffering a similar experience with Airtel. Airtel has grown in a big way but if they are unable to provide their services in a proper way, then very soon their downfall would start.
Thank you,
Jivendu
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