Hi,
This is Nilesh Engineer. I must say that you have done your website very well. Also Airtel takes a lot of care in its advertising and boasts about great customer care. There are 24 helplines and of course you can always send emails regarding complaints.
I think if you would have spent some more money on training people how to respect deadlines rather than spending money on advertising and websites, you would have had more customers. NONE of your customer care staff knows how to tackle problems forget solving them. There is no follow up whatsoever and everytime a person calls in he has to verify himself. I dont know if you do the same when a person doesnt pay the bill. His number gets deactivated immediately and he starts receiving calls ASAP.
Well about the problem -
4th Aug (7:00pm) - I got a new Airtel post paid connection from your residency road outlet. I was told it will get activated the next day.
5th Aug (11:00am) - A man came to my residence for verification. He told me the connection will be active by evening.
6th Aug (1:00pm) - Since the connection was not activated till next morning I called up (your so called) customer care. I was told that there was a mismatch in the RECEIPT number. The number and SIM will be activated by evening. - Call duration - 15mins approx.
7th Aug (6:15pm) - Number and SIM donot get activated, so I call up customer care again. This time I speak to a floor manager. I was told there is a mismatch in the SIM CARD NUMBER. The number and SIM will be activated by 10:15pm. - Call duration - 35mins approx.
7th Aug (10:30pm) - Number and SIM donot get activated, so I call up customer care again. This time I speak to another floor manager - Rajesh. He tells me its in process and will get activated any minute. I ask for a deadline he says he cant give me one. But ensures that it will get activated.- Call duration - 20mins approx.
8th Aug (10:00am) - Number and SIM donot get activated, so I call up customer care again. This time I speak to another floor manager - Shashi. She tells me it will get activated within 1 hour.???- Call duration - 15mins approx.
8th Aug (4:15pm) - Finally I decide to visit the same Airtel outlet from where I got the card. That guy cooly tells me that if I would have come there he would have gt it done in 1 hour's time. Amazing.
8th Aug (10:15pm) - But unfortunately the job is still not done. So as usual I call customer care again. This time new floor manager - Venkatesh Ramanna. I guess this guy deserves an award cause he is your best employee, cause he didnt divulge with any names of his superiors. And he was the one to tell me that I need to change my SIM card. When I told him that I dont need this connection any more and I want to cancel it - he coolly gave me the number of the concerned department. He doesnt want more customers!!! Too many calls to be handled.
While I am typing this email the connection is still inactive and sick and tired of calling customer care and visiting your galleries. So if you wish to retain me as a customer please do something about this situation, cause nobody is giving me an honest answer.
Thanks
Nilesh Engineer
P.S. I am a Reliance customer wanting to switch to Airtel. But on second thoughts...
Well I must tell you though that your BROADBAND customer service is much much better that the rest.
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