Airtel Broadband
Airtel's way of serving the customer - close complaints in time without solving them!

01-14-2009
317

A copy of mail I have sent to Airtel Customer care(!):

I had logged a complaint (#15656888) on 8th Jan Morning regarding frequent disconnection (every 2-3 minutes). I was assured by your call center officer that some one would contact me by afternoon and the problem will be solved by evening. NOBODY contacted me till noon and I had to again call the customer care and they gave me a contact of Mr Avinash and told me he would get in touch. Nothing happened and I had to call that number to 'request' your person to come to my home and see the problem.

Even by 8th night the problem was NOT rectified and nobody came to my home. When I again called the customer care, they said my request would be taken care by 9th morning. Again nothing happened till 11:30 am on 9th and my connection was stillnot working.

Around noon on 9th the person (presumably Mr. Avinash) cameto my home and since he left my modem has been COMPLETELY offline.

After more than 48 hours (2 DAYS!) I again called today morning and was amused to hear that my original complaint (#15656888) was CLOSED WITHOUT SOLVING THE PROBLEM! In fact your service people made things WORSE as what was frequent disconnection problem, they made it COMPLETE DISCONNECTION!

The call center person then opened a new request (#15734990) for the SAME problem I had reported 2 days back.

Is this the way you serve your customers?

I am also going to publish this mail over internet and probably pursue other means to tackle this ignorance by Airtel and its staff if no appropriate action is taken by the authority.

Fortunately I have other internet connection which (again, fortunately) doesn't belong to Airtel (its a Hathway connection) and i could do my usual work using it. Currently I am sending this mail using that connection only as Airtel broadband is OFFLINE (as has been the case for last few days)!

Rgards,

Hemant