Hello all,
Let me explain the huge harrasement I had to go through with Airtel postpaid customer care for the last 2 days and ongoing.
My request was simple: activate Mobile Office on my phone.
Here is a step-by-step account of what happened:
2nd Dec'08 (5PM): I call Airtel for the first time requesting activation of mobile office on my number. Agent says will take 2 to 4 Hrs.
2nd Dec'08 (11 PM). No service activation. I call again. I'm told to SMS 'MO' to 52567. I do that. I get a reply saying mobile office is not active.
2nd Dec'08 (11:10PM): I call again. Agent says it will only take 1 Hr.
3rd Dec'08 (6 AM): I call Airtel customer care at 121. After waiting in the queue my call is picked up... I hear the voice of a foreigner giving a speech in the background... then the agent disconnects!
3rd Dec'08 (6AM to 8AM): I call in 10-12 times. Every time my call is picked up and dropped instantly.
3rd Dec'08 (8 AM): Now when I call I am told on the IVR to SMS airtel to 121! My friend tells me my number has been blocked! I call from his number and it connects instantly. The agent says my number has been barred from calling 121 because I've called too many time. Also, it has been done by the 'backend team'! It will be blocked for 24 hrs!
3rd Dec'08 (9 AM) : I call (from my friends phone) and demand a manager. I am finally connected to a Lady called Sandeep Kaur (after being on hold for more than 10 mins). She claims to be a manager however her way of talking clearly indiated her to be the agent in the next bay! I vent out. She tells me she will get both the issues (Mobile office and calls to 121) in just 2 hrs. I say I do not trust her. She keeps on promising using usual call center scripts.
3rd Dec'08 (12:36 PM): I get a call from 9871124802. The guy calling claims to be from airtel complaints department. He promises to solve it in 4 hrs. Now where did I hear that before??? I agree to wait.
3rd Dec'08 (6PM): I get a SMS from 121 teling me that my GPRS has been activated.
3rd Dec'08 (7 PM): My number is still barred from reaching an agent. So I calll from another phone and grab an agent. She tells me that one of the 'services' of mobile office has a conflict and hence my Mobile office is not working. I am told to call 12118 option 2.
3rd Dec'08 (11 PM): I call 12118 option 2 and reach a 'technical' guy. He tells me my GPRS is not active and he will send the request and it will be done in 4 Hrs! I agree to wait. He also says the 121 cust care reps have no idea what to do in any case and I should call them (the tech guys) again if I have any issues.
4th Dec'08: My services are still not active. I called 12118 again this morning to be told that the prev tech guy had not sent any request. The lady told me she will send the request and it will take... guess... 4 HRS!!!
Still waiting...
I can call 121 now but the reps there are useless so I have stopped calling them anyways.
Can anyone please give me the contact details of someone very high up at Airtel?
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