I have been following this issue for very long time and still it has not been resolved but rather was rejected without asking my approval.
Following is the whole scenario that happened during the repairing the connection. (Note: I am not 100% sure of the dates since 3 months has already been passed after this issue)
I logged a complaint on 15th or 16th of August that "There is no dial tone on the telephone and that's why internet is also not working and thus we are suffering from past 2 days".
1. But instead of sending the telephone personnel, a broadband repairman came the next day, who then refused to repair the same since issue was in the telephone. (Note: it was the fault of the customer care or whoever because I had already told them that issue is in telephone and it is mentioned in my complaint as well) The same person told me "a guy from telephone department will come tomorrow", but no one came the next day (18th).
2. I waited for the whole day (18th) and the next day as well. Then on 19th evening, I once again called the broadband person (mentioned above in point 1) and he replied that it was not his responsibility to send the other person and I have to log another complaint regarding this. (Note: He never informed me about logging the complaint again before that call, but rather he told me that the other person will come tomorrow). Anyways, I logged another complaint.
3. Another person called me the next day (20th) and asked me to arrange the timings for the repairing. I asked him to come in the evening after 6:15 PM since I have Office from 8:30 AM to 6 PM, I also suggested to check the outer wiring first in the meanwhile, so that he might need not to come in the evening if the problem is in the outer circuit only. But he refused to this suggestion and agreed to come in the evening but he never showed up. I kept on contacting him for the next 2 days, but he didn't even picked up my calls. I got frustrated on this and had to log another complaint (probably on 24th or 25th) and asked to penalize the last person and also to fix the problem.
4. Then the issue was resolved on 26th/27th Aug. (Note: the issue was found in the outer circuit only, which should be fixed by the second person only on my suggestion)
Now, you can see the issue was pending for 12 days and was resolved after tracking the issue on the regular basis which cost me my time as well as my money. Also, each complaint that I had logged was closed after 2-3 days without fixing the issue and without my confirmation which is wrong and one should be penalized hard for this unprofessional act. But here, instead of penalizing them Airtel executives are treating this as a record and had refused to pay me the waive off. Also, the same rejection was not intimated to me even after 2-3 months. Each and every time, I had to call the customer care and had to ask about the status, on which I was told that the the waive off will be given in the next bill cycle (Note: it has been 3 bill cycles after that and I am still not paid). Recently, I was told that my request has been rejected.
Now, I want Airtel to give me waive off for the delay in the fix of my connection and the waive off for the harassment for these 3 months considering lot of my money and time wasted due to this issue.
I hope this time I will be paid appropriate waive off.
For more info, please refer the mail chain below:
&&&&&&&&&&&&&&&&&&&&&&&&&&&&--
to [email protected]
date Fri, Nov 12 at 12:52 AM
subject Fwd: Complaint for over 2 month delay in Waive Off (complaint no. 36850848)
mailed-by gmail.com
hide details Nov 12 (3 days ago)
Hi,
I have been following this issue for very long time and still it has not been resolved but rather was rejected without asking my approval.
Following is the whole scenario that happened during the repairing the connection. (Note: I am not 100% sure of the dates since 3 months has been passed after this issue)
I logged a complaint on 15th or 16th that "no dial tone is there in the telephone and that's why internet is not working and thus we are suffering from past 2 days".
1. But instead of sending the telephone personnel, a broadband repairman came the next day, who then refused to repair the same since it was telephone issue. (Note: it was the fault of the customer care or whoever since I had told them that issue is in telephone.) The same person told me "a guy from telephone department will come tomorrow", but no one came the next day (18th).
2. I waited for the whole day (18th) and the next day as well. Then on 19th, I once again called the broadband person and he replied that "it is not his responsibility to send the other person and you have to log another complaint regarding this". (Note: He never informed me about logging the complaint again before that call, but rather he told me that the other person will come tomorrow). Anyways, I logged another complaint.
3. Another person called me the next day (20th) and asked me to arrange the timings for the repairing. I asked him to come in the evening after 6:15 PM since I have Office from 8:30 AM to 6 PM, I also suggested to check the outer wiring first in the meanwhile, so that he might need not to come in the evening if the problem is in the outer circuit only. But he refused to this suggestion and agreed to come in the evening but he never showed up. Also, I contacted him for the next 2 days, but he didn't even picked up my calls. I got frustrated on this and had to log another complaint (probably on 24th or 25th) and asked to penalize the last person and also to fix the problem.
4. Then the issue was resolved on 26th/27th Aug. (Note: the issue was found in the outer circuit only, which should be fixed by the second person)
Now, you can see the issue was pending for 12 days and was resolved after tracking the issue on the regular basis which cost me my time as well as my money. Also, each complaint that I had logged was closed after 2-3 days without fixing the issue and without my confirmation which is wrong and one should be penalized hard for this unprofessional act. But here, instead of penalizing them you are treating this as a record and had refused to pay me the waive off. Also, the same rejection was not intimated to me even after 2-3 months. Each and every time, I had to call the customer care and had to ask about the status, on which I was told that the the waive off will be given in the next bill cycle (Note: it has been 3 bill cycles after that and I am still not paid). Recently, I was told that my request has been rejected.
Now, I want you to give me waive off for the delay in the fix of my connection and the waive off for the harrassment for these 3 months considering lot of my money and time wasted due to this issue.
This is last mail to you, if I will not be given the waive off for both then I had to take hard action against you. I will put this issue in the consumer forum otherwise.
For more info, please refer following mail.
Vivek Agrawal
Telephone no: 1244058913
- Hide quoted text -
&&&- Forwarded message &&&-
From: Vivek Agrawal
Date: Mon, Nov 8 at 10:30 PM
Subject: Complaint for over 2 month delay in Waive Off (complaint no. 36850848)
To: [email protected]
Hi,
This mail is concerned with the waive off (i.e. around Rs 230) for 12 days delay in the Telephone connection repair.
I have been tracking this issue for a long period of time around 2 months (precisely from Aug 27), but no fruitful result has been obtained. Each and every time I have been informed that the waive off will be done in next month bill, but the issue is still pending.
My complaint id is 36850848. Following are the interaction numbers with the senior customer are executives:
Interaction no. Name of the executive
1. 1645316652 Anwar
2. 166374415 Rajesh Malwi
Please check the log of the above two interactions. As per the last interaction with Rajesh, I have been told that the request no 12783511 for the waive off has been rejected on 22 Sep, which is if true is totally unprofessional behavior from the person who rejected the request, since I have not been consulted before rejecting the request and also even not informed about any such rejection. Furthermore, Rajesh told me that he has initiated an internal mail regarding this and a call should be expected by me from the AIRTEL executives for the resolution of this issue. But it has been one whole week and I still have not received any call regarding this.
I have called customer care regarding this on regular basis and no genuine information has been given to me yet.
I have a job from 9AM-8PM and I don't have time for tracking such type of issues for such a long period of time but still I managed to do so up till now. But now this is the height of irresponsible behavior of your executives.
Now, I need you to take action against these personnels and provide me waive off not only for those 12 days but also for the inconvenience caused in monetary terms as well as in terms of my time because of irresponsible behavior of your customer care executives. The waive off for the later issue (i.e. over 2 month delay in waive off) should be made in satisfactory amount considering the effort and calls made by me for tracking the issue.
I hope you will response and react to this mail by tomorrow only otherwise I will be forced to take this issue to district consumer court.
Regards,
Vivek Agrawal
Tata Consultancy Services Ltd.
0 comments