Airtel Cellular
Poor Customer Service

Hi All

I thought the customer service center in Kodambakkam is one of the worst but latter found that its not just one location but the concept of customer service itself is not there with the private cellular service providers. All of the private service providers are computerised, a good thing, but they dont seem to understand the need of automation.

Recently I had lost my mobile and wanted to get a duplicate sim card and went to the Kodambakkam Airtel Customer Service center run by a francise. That day there was power cut for the entire day (9 to 5) and hence when I went there they informed me that they cannot help. When I asked them what is the next nearest center it was T.Nagar, but that was also without power and the next one was Anna Nagar, but they don't know if there is Power in Anna Nagar.

If the entire operation for a customer service center is Computerised, then how is it that the customer service center is functioning without a UPS backup for the computers/connectivity. When I raised this issue with the customer service center, they said they dont have any minimum requirement like having a UPS backup for being a service center.

Then I talked to the customer service for checking if Anna Nagar center is with power backup they said they dont have such data. When I asked to talk to the Manager he also was not able to help and forwarded me to the Nodal officer who only said I need to go and see if anna nagar has power or go to Kodambakkam when they have Power and can take a feedback for further use (without commitment to inform me of action taken on this).

I think TRAI has to put in some basic regulation on customer service like

- number of center per area and per customer base - so that people get access to customer service

- minimum ablity to work across Power outrage

Regards

B.Amudhan

Company: Airtel Cellular
Country: India
State: Tamil Nadu
City: Chennai

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