POOR OPERATION STANDARDS AND HORRIBLE QUALITY OF CUSTOMER CARE
It is submitted that on 18-12-07, a so-called agent from the Airtel office visited our house to collect the amount of bill due on the above date. He, as usual, collected a cash amount of Rs 1942/- and provided receipt numbered 47573 in return which also bore the hologram of Airtel.
Within 3-4 days my phone connection including the broadband services was disconnected. After meeting the concerned in charge at your office situated at Krishna Plaza, Meerut my connection services were resumed. It was there only where I came to know that one of your employees retrenched from airtel was involved in the fraud and absconded after collecting bills in cash from a number of customers in the vicinity of Mangal Pandey Nagar. He is of late said to be in police custody as per the information obtained from your above office.
In spite of the above facts and paying my telephone bill well in time every month, my broadband services have been disconnected every now and then since last December.
Even the past months bill amounting to Rs 1360/- have been paid well in time on 6th of March’2008.
During all these months I have been calling and even meeting your employees at your office for the above restoration of the services but in vain.
I have called and explained the same to at least 50 of your customer care executives. Every time I complaint number is issued to me and I am assured of getting back the services. It has happened that my broadband services have resumed for a few hours and some times even for a couple of days but have been disconnected after each such occasion. The customer care response is that my connection have been barred from “higher levels”. No person, including the customer care executives and office employees, has the clue what are these “higher levels”.
In the above process apart from numerous customer care executives, I have met or spoke to the following persons.
Mr. Ashish, Mr Tejbir, Mr Martini all from Meerut office.
Mr. Manish, Mr. Tarun from Delhi Office.
I am very disappointed over the overall care shown to me by Airtel, despite that I am an Airtel customer since past few years. I wonder that even after paying all bills in time ever since I have your connection I had to encounter the above mental harassment. The funny part is that my ISD, STD, and local telephones services were in place during all this period. The common sense says that if I had been wrong on my part then you should have disconnected all the services all together, why only broadband services. When I bear the original receipt of the disputed bill, what is my fault. If somebody has acted recklessly in your company why should a customer suffer for that. Moreover why no action was taken on all of my complaints and why no body thought about removing grievances of their customer?
The answer is simple in front of me. Nobody at Airtel is bothered.
I too work in a Multinational company and I know how important it is to value the customer. We are taught that a satisfied customer brings two more customers with him but a dissatisfied one takes ten out of the existing ones.
But Airtel seems to be in another pursuit.
If I have done any wrong or any bill is due from my side then I must me told. Your executives are simply registering my complaints till date, even maintaining that my complaint is genuine, but not getting it send across the concerned authorities.
I have decided to call off my Airtel Connection, the application for which I have already put forward one day back. It will be definitely in my interest to end all relations with Airtel and save myself from further mental harassment.
My purpose to write this mail is to get some one at the top in Airtel, who might be just awake, to look into the matter and let not other affected customers to follow suit.
I believe that there is always some one at the top who takes care of any carelessness shown towards the staff at the lower levels. In fact a good corporate is always up to save its customers. I hope Airtel becomes one too.
Thanking You,
Ritesh Kaushik
919997017949
On behalf of Mr Mahendra Kumar Kaushik
919319309727
Airtel No: 0121-4010042
663/2, Mangal Pandey Nagar
University Road, Meerut city
UP - 250004
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