Hi there,
I applied for new broadband connection at Airtel Showroom, 100 ft Road, Indira Nagar, Bangalore on Feb 04, after making sure that their port is available in my area, Kodihalli. Since it was urgent for me, I insisted for a connection at the earliest and the person in-charge promised that I would get a connection in 4 days max. I got the address verification promptly on Feb 08 and was informed that I would get the connection by the next day. Even after 3 days there was no communication from Airtel. I went to the showroom to check the status and they gave an explanation that there was a 'SP Choke' and they do not know when it would be rectified. It was Thursday and they promised that someone would call by Friday and update me. Again, there was no update till Monday.
When I went back on Monday to check the status, it remained the same. There was no progress. When demanded an explanation, they said SP Choke wont be fixed and I have to wait till another customer cancels his/her connection. this is ridiculous. I could not wait more and they said they would refund the money. But what about my 1 week?? To add the irritation, the refund will be through Cheque and it would take a week.
1) It is very irresponsible on their part not to take an initiative and call me and say that there is a problem and the connection may be delayed. Had I not visited their center, they would have never called me to update the status.
2) Secondly, before checking the availability/issue in their hub, they should not have promised a connection, particularly when I have mentioned it is urgent.
3) When a customer comes in asking for a service, they should maintain a service request. In this issue, i have been to the office for more than four times and they do not have any record of me visiting. When asked, they reply that there is no such procedure at their end. Say if the person i am talking to has quit Airtel, how do the next person know how critical it is for me? I have to explain everything again to the new person in-charge.
From their view, I am just another customer. For me, the internet connection was most important to save my job.
Regards,
Sadagopan
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