Hi,
This is regarding my airtel broadband connection at Chennai bearing account number 7005659939.
I had availed a broadband connection from airtel last week. The connection was working fine till friday (18th May). I was unable to connect to the internet from friday evening onwards. This is what I have gone through from friday evening till now..
1) Called up customer care and created a SR 15959596. I was assured that the connection will be restored by Saturday 1.30 PM at the max i.e on 19th of May
2) Service was not restored on Saturday. I called back the customer care again. Second assurance, that it will be restored by EOD (19th May)
3) As expected it did not happen. I got a call on Sunday (20th May) morning stating that, it will be restored by afternoon 1pm. Same story repeats again and again till Sunday evening. Absolutely of no use.
4) I call back on Sunday night around 10pm and after enormous amount of effort, I got the call transferred to the so called escalation desk. I dont know, why this name is given, when I get the same irresponsible response from here as well. Now the new ETA given was by Monday (21st May) 3-4pm.
5) I got a call @ 3pm. I thought it was a confirmation call for the connection problem being rectified. But, that was the call to extend the ETA till 7-8 pm. I got another call @ 8pm stating that they are still working on it.
6) I call back the customer care again at 10pm, after a long time once again escalation, the same story continues again and again. One person gave me the nodal office number and asked me to contact the people over there.
7) I called the nodal office today morning (22nd May), I get the same response. I wanted to speak to Mr. Jayaraj and the answer I get is "He is not in office". I think they felt pity on me, after I started explaining my frustration. They gave me the appellate service desk number and email id. They also mentioned that the ETA of this issue will be 22nd May 6pm.
8) I thought, "OK let me wait till 6pm and then call the appellate service desk". But after having such a beautiful experience with airtel customer care for the past four days, I did not want to rely on these words. So, I called the appellate service desk and now I get a new ETA of May 23rd afternoon.
What do I do about this? I have never been so much frustrated, I mean it.
Apart from the connection issues, I have the following doubts,
1) What is the escalation desk meant for, when I am getting the same reponse, which I get from the executives?
2) What is the meaning in escalating the issue, if the issue is still not resolved after 3 days? I thought escalation is something serious and need to resolved immediately. Please educate me, If I am wrong in this context.
3) Whenever I ask for a manager, the response I get is "Manager not available. You cant speak right now". Is this what you call 24/7 customer care?
4) I have paid my rent in advance to you people. When I say, I will not pay from 18th of May as the connection was lost from that day, someone tells me that, we will calculate that only from 20th, because that is the ETA we promised. How am I responsible for this? {moreover the ETA promised was 19th of May]
I hope, If some one responsible is reading this, he/she can understand the amount of frustration I have gone through in these 4 days. I have never written such a long mail in my life-time. Thanks for helping me understand my writing-skills.
P.S: Even though my problem is not rectified, I hope you had a good time in reading this.
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