In reference to my DTH connection # 3008499178, I was trying to lodge a complaint requesting for in person support against an error code B001 which was showing for the past two days (since Thursday evening)
I had the worst ever time trying to do this on the so called "24 *7 customer support in 10 languages" - South Hub : 080 44448080
procedure followed to reach the executive
1 - type 1 English
1 - type 1 if existing customer
0338499178 - type 10 digit number
1 - confirmation
2 - main menu
3 - technical support
9 - to speak with customer support executive
Saturday July 21
Executive : 1 (couldn't register the name)
Time : 11:45 a.m - 11.56
- all he did was took the complaint until my address and made me to wait and disconnected the call
Executive : 2 (different from the previous and didn't record the name either)
Time : 11:56 a.m - 12.10
- this person didn't take any info, except to make me wait on line for a while and disconnected after 10- 12 mins
Executive : 3 (not sure if that was Smitha/Sunitha)
Time : 12:10 a.m - 12.18
- to her i was complaining about the place where i came to make a complaint and post me requesting for supervisor of the floor to whom i can express my dissatisfaction and the way i am being treated, she made me to wait online to complete her part of the predecessors procedure, came back stating that she cannot connect to floor manager but will connect to team who can speak in English (all that she explains in english)
Executive : 4 (Murali -A1423605)
Time : 12:18 a.m - 12.36
- the previous call continued and I was connected to this gentle man, who concluded that the call has been landing in non English speaking floor...???!!!...i registered the complaint without further drag and disconnected the call
now things that I wanted to know
after clearly following the prerecorded voice instruction
- How did I land in non English speaking floor again and again?
- why did not the executives explain me or assist me to land in the right floor? (while what ever they spoke was all in english)
- why was I made to wait without any instruction on line until it is disconnected (twice)
- what is the turn around time for taking a customer complaint over a call? (for me it took 51 mins (11.45 a.m to 12.36 p.m))
- why was i refused to speak to the floor manager by both the execs - smitha/sunitha and Murali
- should I consider this as the standard benchmark for customer treatment henceforth by airtel?
I am writing this to bring to your notice as how a customer is treated when we are in the world of speaking customer delight
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