We are having 2 phone connections, 2 broadband of airtel since 2007. Last September we had a couple of unresolved issues with 1 broadband and we decided to terminate it.
When we gave request for termination, there was a proper response and they offered us a retention plan of 2mbps with unlimited usage. We accepted the offer and till 3 days back Jan 24th it was perfect.
Suddenly my speed was dropped down to 1mbps. Upon calling customer care, I got a response that my plan has only 1mbps speed and its like that. To get a written confirmation, I emailed Airtel customer care,
Their reply cutting out the automated part
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We would like to inform that currently your line is active under Combo
499 unlimited plan with effect from 13/01 as per our records. The
broadband speed under this plan is 1Mbps up to 5 GB usage per month.
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They are saying I am in that plan since 13/1, but as a fact I was put into retention ONLY on October. That itself is wrong
Again I emailed nodal and a lady called up. She heard the whole story, she said she would call back after somtime.
After few hours, she called up and said, I was on a 1mbps plan and I am still on 1mbps plan and I was getting 2mbps because of a topup which they have cancelled now.
This is truly pathetic, how can they cancel like that. First of all the person who called me and gave the retention offer never told me it was a topup and the validity was limited.
Hoping for a resolution, I sent an email to appellate authority after the resolution time of nodal officers desk.
A guy called up (not sure if it was a response to nodal team again or the appellate itself)
He repeated the same words as the other lady said. That we have cancelled the offer and that I cannot give you the 2mbps plan / topup and If you want go and take the other plans in website.
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So far this is the worst customer service I have got, as a customer and from a customers point of view, retention plan which has no details on the website, I have no ways to confirm the details of it. So i believed what the airtel executive committed to me
In fact I got the plan properly without any billing issues for 3 and half month. All of a sudden, without any intimation, not even an email or sms, Airtel cancelled offer. Even on calling customer care, they have no information.
I have over a couple of mobile lines, phone lines and 2 broadband connections with airtel. I informed them that I would be moving my mobiles through MNP and shift the broadband if this is the way airtel treats its customers. The reply the guys gave was, "YES YOU CAN GO AHEAD AND TERMINATE"
Heights of pathetic customer service. I just hope this remains an isolated incident for other customers, but I would not recommend anybody to go for airtel broadband in my region alone. In chennai and pune, my offices having Airtel are far better than this.
Regards
Ashok
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