Airtel
Miserable service, no sales/cust-service coordination

I have following services from Airtel:

a. Landline and Broadband (starting January)

b. Mobile (starting early 2007)

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Following are my concerns on these:

* Sales promotes offers that do not exist

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There seems to be no coordination between sales and cust-service groups as while taking the mobile connection I was told by the agent that I will be getting that as part of combo offer wherein I will be getting 5% discount on my landline bill. When I did not receive any intimation for that and I contacted cust-service I was told that there's no such offer.

* Miserable Cust-Service

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Customer service is really miserable for a company like Airtel. It has happened on number of times that different cust-service reps tell different stories for the same service/product. For instance:

#1 Intl Roaming

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- Agent 1: Intl. roaming will be activated free of charge/deposit within 4 hours.

- Agent 2: There will be deposit required and you can deposit online. It will take 12 hours for activation.

- Agent 3: Deposit has to be done at an Airtel outlet only.

#2 Broadband Plan Change

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- Sales: Plan change will be effective with 8 hours. You will be intimated by cust-service. No intimation.

- Cust Serv Agent 1: Plan change will be effective with take atleast 5 days. You will be intimated. No intimation.

- Cust Serv Agent 2: Plan change will be effective within 48 hours. You will be intimated. No intimation.

#n Long chats with Cust Service

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Everytime I have to chat nearly 30-45 mins with the cust service agents trying to clarify about pending requests/no intimations, et al.

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Please do the needful.

Thanks,

Saurabh

(Mob: 9891006042)

Company: Airtel
Country: India

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