Airtel
Irresponsible behaviour of the staff

I am one of the customer of Airtel, would like to list some horrible experience which I had gone through recently. Inconvenience caused stated as under:

Terrible experienced with customer care executives (Postpaid Dept).

a) I registered a complaint about my bill on 23rd Nov as I am paying really high rates as comparison to the other telecom providers and really unhappy with the plan thus the CCE informed me that I’ll get a call from concerned dept. Thus On 29th Nov, I received a call from shivpratap and he queried if would like to disconnect the number. I explained the problem to him, so he informed me about Rs. 249 monthly rental plan. But he didn’t have adequate information that how much I would save if I’ll get the new plan. Thus I told him to give me 2, 3 days and I’ll check the amount myself.

b) On 1st Dec, my phone services got disconnected without my knowledge. When I raised the complaint about the same and had a word with Rishab (Manager) in CC Dept he assured me that my phone will be reactivated on the next day morning (i.e. 2nd Dec at 7 a.m) and will arrange a call from CC dept for the plan. But I didn’t get any call from the CC Dept and also my phone wasn’t reactivated.

c) Therefore on 2nd Dec late evening, I spoke with Shabhuddin, Yuvraj (in CC dept). They were really rude, ill- mannered. When I asked them to transfer the call to manager or the team leader they refused to do so. And instead of providing any help or information about my account they started hanged up the phone immediately when they heard my voice. I was already upset as my phone was not working but the way my call was handled made me angrier.

d) Then at last on 2nd dec after calling number of times I got a chance to speak with Mr Rohit Sharma (manager), he understood the scenario and was polite and apologized for the mistake of his executives. He assured me that the services will reactivate on 3rd Dec at 8 a.m. and guess what! The services are still not activated. But yes I received a call from airtel person at 7a.m. and that to on my landline number and he told me that I cannot activate the number right now as we need to follow the procedures.

Now I would like to take your attention towards few things –

1. Why my number got disconnected without informing me?? I told Shivpratap to give me 2, 3 days time to calculate the amount and not to close the complaint without my concern, so how dare anyone closed the complaint also disconnected my number without informing me?? If it was really important to close the complaint then you could leave the account as it was. What I believe that you have so many customers that you don’t care even if you loose few customers.

1. The Executives in Customer Care dept are impolite they don’t have understanding, listening and problem solving skills. They aren’t interested to help the customer they don’t care with customer’s problem but they take it as an entertainment for them. I assume they just come to office to earn money without any hard work; however they are good for nothing.

2. Instead of empathizing and understanding the problem, your Cust Care executives were hanging up the phone. IS THIS KIND OF SERVICE WILL YOU PROVIDE TO YOUR VALUABLE CUSTOMERS???

3. When you need payment from the customer then there is no procedure for that not only this you can break all the rules and procedures for the same however to solve the customer problem you are bound with procedures. I am fail to understand one thing that procedures have been made for customer satisfaction or to harass the customers???

4. Also I believe that there is a time limit to call the customer which is 9 a.m to 7 p.m which every company follows then how can anyone call the customer at 7 a.m and moreover on the landline number??

5. There is not even a single person in your company who is taking responsibility of the complaint or taking initiative to solve the complaint. No matter what, they’ll find a way to escape from it, and just hang up the phone..

6. Although being with Airtel, I was paying high call charges comparison to the other provider but still I continued the services with Airtel because of good service. But now this awful incident forced me to consider other providers.

7. This is like a black spot to your organization, offering just inconvenience to the customers. Do you really want to retain the customers???

Well at the end I would just like to say that I am not really happy with the kind of services provided by your executives. How can you take a chance with the reputation of your organization and specially when you know that there are so many competitors in the market?? I think you should first enlighten them that what exactly the customer service is…!!! Your Prompt consideration regarding the complaint would be appreciated.

Regards,

Tarveen Kaur

Mobile no: 9910811449

Company: Airtel
Country: India

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