Inconsumercomplaints.com » Telecommunications » Review / complaint: Airtel - Bad SLA / escalation matrix | News #53295

Airtel
Bad SLA / escalation matrix

Hi Team / All,

This is with regards to the issue which we are facing for the past 24 hrs. We have been calling various people and talking to multiple executives in airtel to get this problem rectified but nothing is working. Each time I call and ask for the next level of escalation, I don’t get a proper response. The executives are not willing to send any sort of e-mail response about the problem and not even ready to share contacts details for the next level of escalation.

The PRI line which we have is the primary number and all incoming calls would land on this number. This is down for more than 24 hrs now without any estimated time for rectification nor an SLA for this issue.

It’s an shame that Bharthi Airtel does not have a proper escalation matrix nor proper response to the customers. During my conversations with one of the executives at the Customer Care (41111777) I was requesting for an e-mail confirmation from Airtel about the outage to which he replied they don’t have the facility to send an e-mail about the outage and only after the issue is resolved they can send it. When I told him that verbal confirmation is not acceptable he told that he would send his executive who is working on this issue to my door step to explain the issue to me (Does this mean that I need to take this guy to my Management and explain them about this issue / And take the same guy to my US office and explain them about this issue?).

For any e-mail sent about this issue Airtel would take 8 hrs to reply back and for the executive to send an e-mail about this issue it would take 48 Hrs? Is this the SLA for the PRI’s line which we use has an pilot number? We have been with Airtel for more than 6 - 7 years now and it’s very disappointing to have such service for one of the esteem customer. Not only with this issue if you see my e-mail chain below I have been requesting to know who is handling the GXS account from Airtel end and I haven’t been got any proper reply nor updates on this request?

We have the same issues with the corporate SIM connection too not getting any proper response to any of the issue addressed (It might be with Billing / Services).

Hope some responsible executive at this stage at least wakes up and response to is customer ASAP.


Company: Airtel

Country: India   State: Karnataka   City: Bangalore

Category: Telecommunications

0 comments

Information
Only registered users can leave comments.
Please Register on our website, it will take a few seconds.




Quick Registration via social networks:
Login with FacebookLogin with Google