I have been an Airtel customer for the past 5 years (Number - 9849755475). But never before have I found the customer service as pathetic as I find it now. I have been in CUG 249 for the past 9 months. In January I had raised a request through an Airtel representative in Computer Associates for a change to Plan 149. I was asked to send a mail to the Airtel office and I got a mail saying that the plan change is possible. However the mail failed to give further details. I sent about 8 mails to Airtel asking for clarifications but I got none. Then I was told that the Plan 149 had been discontinued. I also made about 50 calls to Airtel Customer care. However the executives acted dumb and I was asked to repeat the issue every time I called. I wonder what sort of information sits in the Customer profile database of Airtel. What is the customer service you provide when you ask put the customer through the same misery every time he calls?
All the trouble started because of the mail from Airtel which said that the change to Plan 149 was possible.
My main reason for the plan change has been to reduce my bill amount as my outgoing number of calls are pretty low. However the bills kept coming on CUG 249 in spite of my repeated requests. Finally recently Deepika from Airtel suggested that I change to Plan 999 as that was similar to Plan 149 in the sense that the rental was low and the phone was conducive for people who make less outgoing calls. She assured me that I would be given a complimentary talk time of Rs 250 as an apology note. Finally yesterday the Plan change was complete. However when I called up Deepika in order to ask her to add the complimentary talk time, another shock lay waiting for me. I was told that I need to utilize the talk time within 1 month as that was the validity the talk time held. Now this is adding insult to the numerous injuries Airtel has already inflicted. If I calculate the amount I have lost because of the delayed plan change (delayed by 4 months), I found the amount runs to about 700 Rs. Now first I get a complimentary talk time of only rs 250. Next I am given an ultimatum to utilize it within 1 month. Is this the way Airtel apologizes for its shoddy customer care?
I have requested Airtel to do one of two things:
1) Make the plan change as of January - when I had originally asked for the plan change. Once done - recalculate all my bills from January as of Plan 999
2) Let the plan change remain as of May. However refund me the amount I have lost because of the delay
I have planned to approach the CONSUMER COURT with this issue if it is not solved ASAP. I also plan to publish this complaint in the leading news papers in my city.
PS: The complaint form is not accepting a 'Request Date' before May. Either Airtel is too optimistic that they have taken care of all requests before May or it is another bug in its software
Thanks and Regards,
Subramanian S
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