Hi
For the past 3 weeks, I’ve been almost stranded with my outgoing calls on my mobile barred. And please don’t ask why? I’m really sick & tired of explaining it to SEVERAL customer care executives (CCE)/Floor managers (FM).
Let me get things in perspective. This is how my experience with Airtel started (never to end)
.
• I get a new phone connection as I joined WebEx and I decide to go with Airtel.
• I call up 121 to get information on how to activate my STD 99 plan to avail of the Rs.1 per minute STD pack.(March 2/3rd)
• CCE1 asks me to send a SMS to 121 with the subject line STD and I do it dutifully, thinking that my STD calls would be billed at Rs.1 per minute.
• My Bill amount keeps going high and I get a SMS asking me to pay the amount or the calls would be barred.
• Call up 121 – CCE2/3 informs me my STD plan is not activated and I’m in for rude shock!!! My single question was “What did I activate then”? The response was your STD facility? Why would I activate something which I already have!!
• Finally I get to talk to the FM1 (Shashi) who briefs me about the case and requests 48 hrs for her to get back to me as they have to screen the recording and determine whose mistake is it?
o The conclusion was if it was the CCE’s mistake then I get a refund (She refused to send a mail on this. Does Airtel want me to trust the FMs word??)
o If it was my mistake I pay for it. Fair Deal.
• 1, 2, 3 days pass by and no call from Airtel and no updates. The most stressful fact was I wasn’t able to make outgoing calls during the entire phase and me being a sales person, it made the scene worse (Yes! Airtel CCE/FMs had a solution. I had to pay the bill, for which I won’t be assured any refund.).
• Again I make the dreaded call to Airtel. FM2 (Ravi) arrives on the scene and I’m put on hold for totally 30-35 minutes in this call and FM2 admits it was Airtel’s mistake in the form of a miscommunication
(Not before he tried to convince me in saying “you should’ve checked the SMS you got”) and finally FM2 gives me a discount of Rs.250 for the inconvenience caused. I am charged a bill of Rs.3900 and for every STD call I’m charged Rs1.40 more for no mistake of mine!! (I hope Airtel doesn’t want its customers to know everything & validate what the CCE says!!).
• FM2 asks me to send a mail as there’s nothing much he can do about it.
• I wasn’t able to send this mail much earlier and then I decide to make one more call (I’m still not able to comprehend why I made that call?).
• Then CCE4 (Salman) arrives and asks me what’s t problem. (Does Airtel really have a system to track customer’s complaints when it’s well known the call goes to multiple agents??).
I think I’ve described it as explicitly as possible. My questions are when is this going to be resolved?? And who has the power to resolve this??
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