Most of the times I deal with Airtel Customer Service, I have faced issues. The most recent issue is related to our efforts to upgrade our Broadband plan from Rs. 799 to Rs. 1099. Below is a recap of events:
1) I called Airtel Broadband customer service on July 30 to upgrade our broadband connection from Rs 799 to Rs 1099 plan based on our usage pattern of the last couple of months.
2) My service request number was 1531868. I was told that the upgrade would happen as of Aug 12 as it was the start of new billing cycle for my account.
3) I called on Aug 14 to find out if my plan was changed to the one I requested. I was told I was still on my old plan (the upgrade did not happen due to "technical issues"). Of course, nobody bothered to call me back to keep me posted. I had a long chat with the rep. I told her that I will go to Consumer Court I was charged in August based on 799 plan. She said she will ask the concerned department to "look into" the matter.
4) I called again on Aug 31 (Wednesday) as I did not hear back from Aug 14 discussions! I insisted I should talk to a manager. While I was on hold to talk to the manager, my connection was dropped. I again called and asked for a manager, I was connected to Moses, the floor manager. He listened to my complaint. He said, he needs some time to talk to the concerned department. He promised someone would get back to me by Friday (Sep 2) evening.
5) As of Sep 6, nobody came back to me. Another billing cycle is coming to end (Sep 11). It is not fair to ask the customer to pay for Airtel's mistakes of not migrating to the requested plan, even after multiple calls.
I do hope Airtel will focus on customer service and customer retention, instead of just looking to add new customers and leaving them high and dry later.
Is someone from Airtel listening?
Prakash
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