I am pasting the conversation I had with Airtel Customercare below. This reveals the quality of customer service Airtel is providing. The executive replying to my complaint seems to have done a clean Copy & Paste job wherein he has given my mobile number as "9910021219" which is not so inspite of my mentioning the correct mobile number in the subject line of my original complaint. He also overlooks my main complaint and gives me GREAT advice on Airtel's Net-on-Phone service. Read on to understand the pathetic condition of the customer care quality of Airtel.
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Dear Ms. Jana,
Thank you for writing to Airtel.
This is with reference to your email 14 June regarding Net on Phone (NOP) not working on your Airtel number 9910021219. We regret the inconvenience faced as a result of delay in responding to your email.
We wish to inform you that Net on Phone (NOP) service has been activated on your Airtel number with effect from 12 June and the same is properly working from our end.
We are again sending you the settings. After you receive the settings, switch off and switch on your mobile.
Please accept our apologies for the inconvenience faced by you.
In case you face any problem in using the Net on Phone service; please write back to us with the following details:
1) Error message
2) Handset details
3) Alternate contact number.
For any assistance, please feel free to contact us using one of the following options: SMS on 121 (toll free) or email at [email protected].
Assuring you the best of our services.
Regards,
Pranab Sarkar
Customer Services
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&- Original Message &-
Dear Customercare
I have purchased the above postpaid connection from your ARC at PVR
complex, Saket, New Delhi on 11th June. I had called up 121 from this phone
on 12th evening and spoke to the executive Pintu Kumar regarding email
services on my i-mate JAQ3 handset. I was told to sign-up for Net-on-Phone
email services @ Rs 49/- rental per month. After doing so I found that this
is not working on my handset. Yesterday evening ie on 13th June I spoke to
the technical support services of your Customer Care and was told by the
executive, Devinder that my handset does not support Net-on-Phone and I
will have to sign up for a higher value airtel GPRS service @ Rs 499/- per
month. I did so by dialing 121 through an automated voice based service. I
still have not received any confirmation about the activation of this
service.
My second point is that I would like to know whether the charges for
Net-on-Phone that I had requested for on 12th evening (due to the wrong
guidance of Pintu Kumar) would be reversed as I have signed up for
airtelGPRS service from 13th evening.
Thank you.
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Till date there is no action from Airtel. I have not recd a confirmatory SMS regarding the interactive voice based registration of GPRS service after calling 121 on 13th June. Nor have I recd a reply from Pranab Sarkar or anybody else from Airtel regarding the total goof-up.
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