Hello @ Core.
Greetings..
Respected designated Authorities...
TO THE OFFICER AT AIRCEL:&-
THE GENEROSITY OF NATION IS GAUGED BY ..HOW IT TREATS IT OFFENDERS..THE SAME WITH ANY ORGANISATION, SERVICE PROVIDERS..THE GREATNESS OF YOUR SERVICES IS GAUGED NOT BY WHAT BENEFITS YOU OFFER TO THE CUSTOMER (TO MAKE CUSTOMER BASE FORCIBLY) BUT HOW YOU RESOLVE THEIR COMPLAINTS, CONCERNS...
I am in very much confusion about my addressal regarding complaints, inspite of having wonderful organisation, quarters, desk LIKE CORE..(A department of Ministry of Consumer Affairs), the service providers are turning negligence eye to all our addressal, concerns, complaints.
Sir, i am very shameful to write that. WE INSPITE OF LIVING IN liberated, CONSTITUTIONAL AMENDED REPUBLIC INDEPENDENT COUNTRY WITH ALL WONDERFUL GUIDELINES, RESOURCES, DEPARTMENT, FUNCTIONARY DESKS.. we still long, crave, kneel TO DEMAND OUR RIGHTS.. and above all CORE'S PUNCH LINES BEING... JAGO GRAHAK JAGO... AND THEIR CONSTANT, UNTIRING EFFORT TO AWAKEN CONSUMERS AND FIGHT ON BEHALF OF THE POOR, PITY, PATHETIC TIRED CONSUMER, CUSTOMER... THE ORGANISATION's CONTINUE TO BETRAY, TAKE LIGHTER, TAKE GRANTED INSPITE OF REPRESENTING THROUGH YOUR CHANNELLED MEDIUM TO ADDRESS OUR CONCERN...
HOW LONG CAN WE (CONSUMER, CUSTOMER) FALL PREY TO SUCH NEGLIGENT, IRRESPONSIBLE, RECKLESS BEHAVIOUR of service providers. WHEN WILL WE ALL INDIVIDUAL GROW?? WHEN WILL WE GROW MIGHTER, UNLESS WE PRACTICE WHAT WE PREACH?
Sir, my only hope is CORE..i am proud of YOUR desk for customers rescue, help... WORDS CERTAINLY FELL SHORT TO WRITE THAT CORE HAS BEEN MY INSPIRATION TO FIGHT ELSE I WOULD HAVE GAVE UP VERY EASILY OF MY CONCERN UNHEARD, NEGLECTED, TURN DOWN NEGLIGENTLY, NON-CHALLENCING TURNING NELSON'S EYE.
I am ashamed about the whole system functioning at my complaint THE organisation. being i.e., AIRCEL..
with great pain, sadness, embarrassment deep sense of tiredness, i write the following lines..
sir, i am hereby submitting few lines and minute to minute chronological events since i lodge my concern with AIRCEL TELCOM SERVICES..
1. I POSSESSED A NEW ACTIVATION No.88010-69173 ON 25TH MARCH..I CALLED THE CUSTOMER CARE FOR NECESSARY GUIDELINES AND INFORMATION, SCHEMES ASSOCIATED WITH NEW ACTIVATED SIM.
2. I REQUESTED THEM INFORMATION ABOUT INTERNET AND ITS USAGE.
3. MR.SURESH WAS THE CUSTOMER CARE EXECUTIVE WHO SPOKE TO ME FIRST TIME AND EXPLAINED ME AND PROVIDED INFORMATION ABOUT PROCESS OF GETTING INTERNET AND ACTIVATION ETC.ETC.THIS WAS INFORMATION WHICH WAS PART OF THE SCRIPT DICTATED, WHICH HE WAS SUPPOSE TO READ (AS PER Mr. SRINIVAS MANAGER AIRCEL CUSTOMER COMPLAINT DEPARTMENT)
4. Mr. SURESH HELPED ME WITH NECESSARY INFORMATION, WHICH WAS DEFINATELY ASKED, REQUIRED AND HE WAS BIT OVER HELPFUL IN PASSING ME THE INFORMATION ABOUT VARIOUS PROCESS, AND TOOK REQUEST FOR INTERNET ACTIVATION ON HIS OWN, BEFORE I REQUEST HIM TO ACTIVATE AND WAS LITTLE CAUTIOUS AND EXPLAINED ME ABOUT VARIOUS MODES OF DOING THE SAME SO AS TO AVOID UNNECESSARY REDUNDANCY.
5. THE MOST IMPORTANT INFORMATION ABOUT TIME PERIOD CLASSIFIED TIME INTERVAL WAS UNCLEAR AND NOT EXPLAINED TO ME AS I AM ACTIVATING, USING THE INTERNET FOR THE FIRST TIME. IT WAS UNCLEAR REGARDING THE DURATION.
6. EARLIER AIRCEL UPON RECHARGING WITH NECESSARY DENOMINATION, THE INTERNET WAS PROVIDED FOR 72 HROUS (i.e., 3 days in complete cycle of 24hrs) right from time of activation of internet.
7. As my service for internet was initiated through registering, requesting at customer care desk and not through any other mode of Recharge at retail counter, the appropriate balance was deducated, but the MOST IMPORTANT INFORMATION ABOUT THE INTERNET USAGE CYCLE WAS MISSING FLAT... The executive happened to state that.. it is 3 days of validity.. i got activated my internet through request on 25th march, thursday at 9:10 p.m. (approx).
8. Now as it was said about 3 days of validity i presumed that it would be of 72 hrs of service.since i used aircel internet services earlier too, it was for 72 hrs duration from the time of activation. i was in same assumption.
9. As per aircel, the customer conversation it was strongly told that customer has to understand that 3 days means 3 calender days..and it is no in their script to explain the minute, but important information about how the 3 days structure is being calcuated.
10. sir, if i was to recharge through retail point of sale or through retailer i would have definately taken care and not rise this concern about shortage of information because there necessary guidelines & details is published and in case we would definately not rised this concern as it would been our duty to get informed, but i have set activation of internet through customer care and moreover i was using it for 1 st time with new activation SIM WITH new number as my earlier AIR SUBSCRIPTION WAS BARRED WITH NO PROPER REASONS INSPITE OF HAVING LIFE TIME VALIDITY (THE COMPLAIN WAS REGISTERED WITH CORE BEARING NO.11258/4), the necessary important information was anticipated.
11. As there was shortage of information, i started using internet and located remotely with aircel being my only communication media as there were few very very important jobs to be done.. like
1. Official mails to reply
2. Income Tax payment, downloading the necessary information.
3. i was administering medicine guidelines through internet.
4. Bank Transaction were important part of days activities, clearance of bills etc etc..
12. sir, to my amaze the internet got disconnected on saturday 9:10pm. But as i had extra balance of 86 rupees were forefited, digested, exhausted as i was using internet in notion that there is still validity till 28thmarch 9:10 pm.(as it is to be 72nd hour of the cycle) but what i see is my remaining balance of 86 Rupees were exhausted as i was using the internet at charge per kb or general scheme of internet and not into the scheme of RC14 internet which is for 3 days as of now and earlier it was for 72hours from the time of activation.
13. Asi was not aware of new guidelines, changed scheme, newly introduced scheme of 3 calender days and moreover as i was using THE SAME AIRCEL SINCE SPETEMBER 09, i was in knowledge that the same process is continued and in no means or through no knowledge IT WAS INFORMED ABOUT THE CHANGED PROCESS, CHANGED SCHEME, NEWLY INTRODUCED SCHEME. AS IT HAS TO WELL INFORMED TO CUSTOMERS SO AS TO AVOID CONFUSION, DEBACLES.
14. During this as i was located off the town and carrying out the above important functions of the day, month.suddenly my internet connection was expired as there is no amount left into my account.
15. I immediately called to the customer care and reported about .i spoke to SHAILAJA (CCex) PRATIBHA (SENIOR DESIGNATED) AND registered complaints with ID.180-7904794 & 1-180-789-5806. As per the complaint registration the issue has to be resolved in 24 hrs i.e., 1 calender day from the time of lodging, registering the complaint and they didnot term 24 working hours. (i am stunned).
16. on 29th march ie., on monday i awaited patiently for resolution. inspite of lapsing, expiration of the said duration the complaint was not resolved nor none of the aircel people come to answer or acknowledge me the resolution. After long session of conversation they (aircel) were trying to mislead me with confusion lines about the script and i said to them clearly that, the extra information from suresh was welcome sign as i was new CUSTOMER not in knowledge about various process, scheme but THE VERY VERY IMPORTANT INFORMATION ABOUT 3 DAYS WOULD HAVE DEFINATE AVOIDED ALL THE DEBACLE. THE FOOD SERVED WAS REALLY BETTER BUT WITH NO SALT, SALTLESS ..OF WHICH THE ENTIRE COURSE OF MEAL WOULD HAVE BEEN BEST.. THEY WERE ADMITTING THAT THERE WAS SHORTAGE OF INFORMATION BUT, IT IS NOT ON THE SCRIPT TO EXPLAIN THE CUSTOMER BY THE EXECUTIVE ABOUT THE HIDDEN SCHEME OR TOTAL INFORMATION. AIRCEL AUTHORITIES WERE ADMITTINNG THAT IT WAS ACCIDENTAL AND WOULD BE TAKE CARE OF.. BUT ALREADY DAMAGED HAS BEEN DONE.
17. i called back the aircel to know the status of the registered complaint and spoke to couple of teamleaders pratibha, shrujana (who was utterly reckless, irresponsible, in human, unprofession, bad temperment, bad language, ill mannered, outspoken about nature of case, status, DISCONNECTED THE CALL)
18. Since 28th march, i have calling all the people named.shailaja, pratibha (TL), shrujana (TL), madhavi, divya, mamta, anjaneyulu, suresh, sai, arvind, charan, nagalaxmi, venakateshwarulu (TL), Radhika (TL), ali (supervisor), Srinivasan (manager complaints department).
19. As per the call conversation, all the above Team leader promised me professionally and on humatarian grounds to call back and acknowledge me the which is still awaited till date, till time.
20. Now whenever i am calling them back to know the status, the call is truncated by customer care executive stating the issue is closed and resolved and the remarks of the resolution is not acknowledge to me and there by not forwarding the calls to superiors.
21. As per the recorded conversation with Ali (team leader) on 30th march, he clearly tried to defend AIRCEL as he was talking to me very rudelyirresponsible, in human, unprofession, bad temperment, bad language, ill mannered, outspoken about nature of case, status, DISCONNECTED THE CALL) and said that it is the duty of the customer to get information and ask for clarification about any doubts, shortage of information and said IN CLEAR TERMS IT WAS Your MISTAKE THAT I PRESUMED ABOUT 3 DAYS AS 72 HRS AND AS PER aircel it is 3 calender days..STATING THIS... he said that the issue is closed and cannot be escalated to higher authorities and nothing can be done and remarked it as RESOLVED.
22. Sir, it was 46th call till today and the complaint is still in floating state, none of the authorities replied me and falsely stated that they tried to get connect to me but i was not rechable, i provided them 4 alternative number in advance as i was cautious about all the gimmicks. aircel authorities never bothered to call me and acknowledge me the status of the complaint.
23. Every individual named above promised to resolve the complaint in next few hours after the initial 24 hrs of asked time has not bothered to call nor me the same as i was untiringly trying to make calls and requesting them for status and resolution.
24. Now aircel people are not forwarding my calls at all and truncating at customer care level and keeping on long hold for about 20 minutes and then by default it is getting disconnected or else i m disconnecting in annoyed state.
25. SHORTAGE OF INFORMATION BUT, IT IS NOT ON THE SCRIPT TO EXPLAIN THE CUSTOMER BY THE EXECUTIVE ABOUT THE HIDDEN SCHEME OR TOTAL INFORMATION. AIRCEL AUTHORITIES WERE ADMITTINNG THAT IT WAS ACCIDENTAL AND WOULD BE TAKE CARE OF.. BUT ALREADY DAMAGED HAS BEEN DONE. NOW AIRCEL STARTED ADMITTING THAT THEY WOULD BE CAREFUL FROM HEREON AND TAKEN INTO ACCOUNT, BUT WHAT ABOUT THE DAMAGED CAUSED, AS I HAVE TO RELOCATE, DRIVE TO OFFICE ON THE SAME DAY TO FINISH OF THE JOBS PENDING, WHICH WAS DELAYED FOR 13 HOURS AND THE RECEIPINTS WERE UNITIRINGLY WAITING FOR MY MAILS, TRANSACTION, OPERATIONS.
26. AS SAID BY AIRCEL, THAT THEY WOULD BE CAREFUL FROM HERE ON AND TAKE IT AS FEEDBACK, (THIS WAS SAID BY THE HIGHEST AUTHORITY Mr. SRINIVAS AND EVERY INDIVIDUAL AT SUPERVISORY LEVEL) I ASK IN DISMAY, IS AIRCEL A NEW BORN? DONT AIRCEL KNOW ABOUT THE CUSTOMERS AGONY, CONCERN, COMPLAIN, PAIN, TROUBLES. DOES IT HAS TO TAKE EVERY CUSTOMER TO SPOON FEED THEM ABOUT THE HAPPENINGS.
27. SIR, ANY NOVICE USER, ANY NEW CUSTOMER, CONSUMER HAS DEFINATELY RIGHT TO KNOWLEDGE THEM WITH ALL PRELIMINARY INFORMATION CLEARLY WITH NO HIDDEN CONCEPTS, CONFUSION.
28. AS PROMISED NONE OF THE AIRCEL AUTHORITIES RESOLVED THE COMPLAINT IN SAID TIME. NONE CALLED ME, IT IS 10TH DAY TODAY STILL THERE IS NO CALL FROM AUTHORITIES. IT WAS MY UNITIRING EFFORT TO REACH THEM BUT NOW, THEY STARTED TRUNCATING MY CALLS KEEPING ON LONG HOLD AND FALSE PROMISES.
29. IN THIS CONSTANT EFFORT I REQUEST THE KIND AUTHORITIES TO PLEASE LOOK INTO THIS ASPECT IN TOTAL AND ON GENERAL GROUNDS OF REALITY AND NOT JUST NOT TO TAKE THIS WHOLE ISSUE AS A VERY NORMAL STRUCTURE OF DAILY ROUTINE. AS SUBSTANTIAL EFFORT HAS BEEN DONE FROM MY POINT (CUSTOMER), THE AIRCEL DIDNOT BOTHER TO EVEN INVESTIGATE AND RESOLVE AND ACKNOWLEDGE THE SAME TO CUSTOMER.
30. THERE HAS BEEN A TOTAL OF 50 HRS (APPROX) OF CONVERSATION IN THE WHOLE PROCESS FROM MY TERMINAL AND THERE WAS NOT EVEN AN OUNCE OF GRATITUDE, RESPONSIBILITY BY AIRCEL TO CALL BACK AND UNDERSTAND THE WHOLE PROCESS. SOMETIMES, THE EXECUTIVES PUT ON LONG HOLD AND STATE THAT THE CONCERNED AUTHORITIES ASKED IS NOT ON THE DESK OR OUT OF OFFICE, OFF THE OFFICE, ABSENT, IN MEETING ETC ETC. THIS HAPPENED MOST OF THE TIME.
31. WHY THERE IS NO SINGLE POINT OF CONTACT AND WHY THERE ARE NEW SUPERVISOR SPEAKING ALL THE TIME, WHERE IN THE ISSUE HAS BE EXPLAINED RIGHT FROM SCRATCH LEADING IN WASTAGE OF TIME, REDUNDANT DATA, INFORMATION.
NOW MY CONCERN OF PLE TO THE DESIGNATED DESK IS TO PLEASE SEE TO THE REALIITIES AND AMOUNT OF TIME WASTED (AS PROMISED IF THE COMPLAIN WERE TO RESOLVED IN PRESCRIBED TIME, THE WHOLE PROCESS WOULD HAVE NOT WASTED FOR SUCH LENGTH).
NOW MY POINT IS VERY HUMBLE, STRAIGHT, HONEST..
1. WHY SHORTAGE OF INFORMATION?
2. WHY THE NEW CUSTOMER'S ARE NOT ACKNOWLEDGE ABOUT THE HIDDEN SCHEME OR CLARIFY WHAT THE SCHEME STRUCTURE IS?
3. WHY THE ISSUE IS NOT RESOLVE IN SAID TIME?
4. WHY THE AIRCEL DINT FEEL RESPONSIBLE TO CALL BACK TO ACKNOWLEDGE THE RESOLUTION?
5. IF THEY THOUGHT THE RESOLUTION IS DONE AND STATUS CLEARED IS REMARKED, THEN WHY DIDNOT THEY INFORM THE CUSTOMER?
6. WHY THE AUTHORITIES TALK VERY IRRESPONSBILE, RECKLESS, ILL MANNERED AND DEFEND THEMSELVES INSPITE OF KNOWING THAT THERE WAS ROOMF RESOLUTION IN DIGNIFIED MANNERISM.
7. WHY THIS SIMPLE COMPLAIN TOOK SO MUCH OF TIME, WHAT IS THE ACTION TO BE TAKEN TO ALL WHO PROMISED TO COME BACK IN SAID TIME?
8. IT IS NOT A MATTER OF SIMPLE MISINFORMATION, SHORTAGE OF INFORMATION, WHICH WOULD HAVE DEFINATELY RESOLVED IN FEW HOURS AND MADE NECESSARY CORRECTION NEEDED, REQUIRED AT BOTH END..CUSTOMER, ORGANISATIONAL (SERVICE PROVIDERS)
9. WHY THERE IS NO SINGLE POINT OF CONTACT AND WHY THERE ARE NEW SUPERVISOR SPEAKING ALL THE TIME, WHERE IN THE ISSUE HAS BE EXPLAINED RIGHT FROM SCRATCH LEADING IN WASTAGE OF TIME, REDUNDANT DATA, INFORMATION.
10. IT IS NOT A PITY, PETTY CASE, CONCERN. WHY THE CONCERN HAS NOT BEEN TAKEN SERIOUSLY AT GROUND LEVEL AND METAMORPHISISING INTO A MAMONTH WITH FAULT UPON FAULT, CONCRETE OF FAILURE's.
THERE GOES TIRING EFFORT TO WRITE ALL THE ABOVE, BUT MY CONSTANT EFFORT IS THAT..I AM A LITERATE, AWAKEN, EDUCATED CONSUMER. NO CONSUMER IS TAKEN FOR GRANTED AND TURN THE TABLES. ENSURE THAT, I AM HEARD AND THIS IS NOT HERD OF GOATS TO CREEP THE DIRT AND NEGLECT THE CREAM.
TO SUMUP ..I WRITE AND WOULD LIKE TO END... THE AIRCEL IS TOTAL FAILURE... I AM SORRY THAT AIRCEL AS PROMISED IS NOT LIVING STONE TURNED AND NOT UPTO EXPECTATION... AIRCEL HAS LONG WAY TO GO..IN STIFF COMPETITION WITH TATA, RELIANCE... GROW UP AIRCEL..VALUE EVERY INDIVIDUAL CUSTOMER... THIS IS NOT TO BE PREACHED... IT IS TO BE FOLLOWED..
MY ONLY SOURCE OF HOPE IS CORE & MINISTRY OF CONSUMER AFFAIRS, I AM TIRED TO TALKING TO PEOPLE AT AIRCEL..PLEASE HELP.. CORE HAS ALL THE FACTS ABOVE MENTIONED..PLEASE DO THE NEEDFUL HELP AND SAVE US FROM THE DEBACLES OF THIS UNORGANISED MAGICIAN'S..PLEASE.
LET ME HEAR FROM AIRCEL FOR APPROPRIATE RESOLUTION AND COURSE OF ACTION ON THE EVERY INDIVIDUAL MENTIONED ABOVE, SPECIALLY SHRUJANA ON 29TH MONTH THE SECOND CALL..Mr. ALI, PRATIBHA ON THE LINE... Radhika was hopeless..
i repeat let AIRCEL ORGANISE A CONVERSATION SO AS TO ARRIVE AT RESOLUTION AT AN EARLIEST..
ABOUT RELIEF..I WILL, SHALL SPEAK ONCE THEY GIVE CALL..
WITH ABOVE ALL FACTS AND DETAILS IN GREAT OPTIMISM I THANK CORE FOR BEING WITH THE CONSUMER, CUSTOMER AT ALL TIMES..THANK YOU CORE..
I AWAIT OF PROPER REPLY..AT AN EARLIEST..
Sir, see to that there is worthy reply, worthy resolution in the honour of consumer... i owe you my hopes..
THE GENEROSITY OF NATION IS GAUGED BY ..HOW IT TREATS IT OFFENDERS..THE SAME WITH ANY ORGANISATION, SERVICE PROVIDERS..THE GREATNESS OF YOUR SERVICES IS GAUGED NOT BY WHAT BENEFITS YOU OFFER TO THE CUSTOMER (TO MAKE CUSTOMER BASE FORCIBLY) BUT HOW YOU RESOLVE THEIR COMPLAINTS, CONCERNS...
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