For the past over one month I have been receiving unsolicited Christian Alerts and Devotional alerts and being charged Rs.7/- every week for this unasked for service!
Last week I went to the Customer Care service Centre at Shivaji Park, Mumbai, where I was told by the Customer Service official (after some click click and keying in on the computer in front of him) that the alerts had been deactivated and I would be refunded the Rs21/- that had been deducted till then.
The next day the alerts were back on my screen and I have once again been charged Rs. 7/- for these, with a message 'thanking' me for renewing the service!
Today I was back at the same Customer Care Centre where I waited with my token number. system was not working but prepaid services (like mine), I was told, would be attended. So I waited for well over half an hour. In the meanwhile another customer whose token number was a few digits after mine went up to one of the personnel and sat down to get her work done. Earlier when we were told that only prepaid customers could be attended to I had gone up to one of the personnel who (politely) asked me to wait for my token number to be called out! That was fine for me since I had only gone up to check if my complaint would be considered. If the token numbers are to be followed, I think this shopuld be done uniformly for all the customers by ALL your personnel.
In brief I have the following to state:
1. Airtel should be careful not to send unsolicited alerts
2.Airtel must ensure that no unnecessary charges are deducted from our account.
3. The Personnel at the Customer Care Centres must know their job.
4. There must be no jumping the queque allowed/ tolerated.
The competition in cell phone services is very stiff today and I am sure Airtel is aware of this. The more the dissatisfied customers that collect at your Customer Care centres, the worse is the publicity for your company.
It is not enough for the Personnel to be sweet talking even when a customer is annoyed. They must know their work and must be efficient.
The number of complaints needs to come down drastically. There are enough other players in the market to make business impossible for Airtel.
In my family everyone uses Airtel services, but I am fast coming to the decision to disconnect all these and take to some other service.
I sincerely hope that these matters and others as well, are attended to at the earliest. Kindly do not take your customers' loyalty for granted.
Regards
Malavika Nagarka
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