Airtel landline/Braoadband
Customer Service

The below is an email whic I had written to AIRTEL customer service.

Am writing this email with utmost disappointment and regret

about the quality of services being offer to me by AIRTEL which is the country¿

s best mobile and communication service. I am an Airtel Mobile subscriber for

the past 6 years and after being thoroughly satisfied with your service I

thought only about Airtel when I found a necessity to have landline connection

at home with Broadband. All was well un till late July

I had planned to relocate from anna nagar to Vadapalani in

Chennai and had placed a request for the same and the confusions started then,

My phone line was deactivated and then after so much of confusion and after

spending almost rs 60 talking to your customer service from my mobile

(escalations after escalations) my line was reactivated and then the connection

was duly shifted to my new address. This incident caused a lot of discomfort in

my mind and I began losing faith in your customer service.

Then yet again, by last week of August (around 29th) my wife

Gayatri (in whose name the connection is) made an enquiry regarding

deactivation of Broadband services on the phone, she was informed that if the

broad band is deactivated my monthly rental will be Rs 499/- for land phone

connection only, on hearing this she ended the call saying that we will

continue as it is. I remember accessing internet at home on the 19th

septemeber. Then When I tried accessing internet on 27th September it did not

connect, I immediately dialed 198 (because 121 services were charged) and

raised a complaint, I was shocked when the representative told me that the

line was deactivated based on a request made by me on 30th July (This was the

earlier issue which I wrote about in the previous paragraph), I clearly

explained to him that the issue with respect to July had been resolved and my

phone is working well and only my BBis not working. The representative tried to

transfer me to the escalation dept and eventually the line was disconnected.

I called back again and got connected to one Mr Moses, who kept

me on hold for almost 20 minutes trying to get my details and again the line

was disconnected. I again called back on 28th sept and spoke to a lady in the

escalations dept (I did not write down her name) and she guaranteed me that I

will get a call back in about 2 hours time (the time made the call, was about

11.30 AM). As expected I did not get any calls until 19.00 that days and Mr

Lokesh tells me the same story again that my Line was deactivated based on a

request made by me in July (I real fail to understand why Airtel is so

outdated in having records/data up to date) I clearly informed him that the

issue with July had all been cleared and its only my broadband which is not

working and I assumed that the person who answered the enquiry (around 29th

August) had incorrectly taken a request for cancellation. Mr Lokesh informed me

that the issue would be settled by 01st October.

I received a call from Mr Sandy (Reactivation Dept) on 28th

Sept around 16.00 and he told me that he was calling me regarding reactivation

of my phone, to which I clearly informed him that it¿s not the phone, but only

my BB. He said he wanted to confirm my address and he started reading out my

old address (Anna nagar address) which I had changed as of 20th august, the

phone was shifted by AIRTEL and I even submitted a copy of my new address

proof. I did lose my temper and was agitated about the response I had been

getting from Airtel with respect my simple issue of broadband not working, Mr

Sandy seemed to be agitated about my raise in temper than trying to understand

why any customer would be agitated. The last thing I spoke to him was ¿ You

have my updated address, locate it and rectify my problem¿ to which he said he

will do so, but am so sure he is going to close this case saying that the

customer is agitated and abusive

If there is one soul in ARTEL who is truly considerate about

customers, I expect quick solution to my problem, You can reach me on 98409

96461 for any additional information that you would require.

and i get an automated reply...

Dear Airtel Customer,

Thank you for writing to us. Your request has been registered with us and your unique reference no. is 3009201012209. Request you to quote your unique reference number for future interactions. We shall get back to you within 24 hours.

As you would have guessed no one called. and teh persistent me the emailed again

To Whomsoever it may concern

The below email said I can expect a solution within 24 hours or at least some one would revert back to me in 24 hours, well it’s almost 4 days since I wrote the source email out to AIRTEL customer service under the assumption that my issue will be looked up on by a customer focused soul in AIRTEL. You guys are proving without doubt that you guys care a DAMN about your customers and all it matters is MONEY.

I WOULD LIKE TO MAKE ONE THING VERY CLEAR TO YOU, I WILL NOT BE MAKING ANY PAYMENTS DUE TO MY AIRTEL LAND PHONE (044-45082023) CONNECTIONS UNTILL MY PROBLEM IS CLEARED.

If the same is not cleared at the earliest I will be disconnecting my AIRTEL mobile connections which am using for the past 6 years and apart from that I will share my plight with my office colleagues who share CUG connections with me and am sure on hearing my plight they will also want to jump in to your competitors eager marketing executives.

And I WAIT to eternity...

Company: Airtel landline/Braoadband
Country: India
State: Tamil Nadu
City: Chennai

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