A FAMILY SUFFERING FROM BAD SERVICE OF AIRTEL DIGITAL TV SINCE LAST SIX MONTHS!
Sir,
I am feeling very bad to inform you that how a reputed company like Airtel is not so serious about its consumer and made me troubled in that extent in last six month that I have decided to use anything but Air tel digital TV.
TV is for entertainment in our family. But let me tell you it has become nightmare for us! I took a connection of Air tel digital TV ID 3002866422. It has got warranty for one year. Exactly one year everything was alright. Just in the month of 13 month trouble was started. We did complain and it was intimated that as 12 months completed, now nothing can be done. Engineer will come and change the set top box (STB). We have to give Rs 100 for his visit and Approx 400 for STB change. No body came or contacted for few days. On repeated complain some body contacted on phone and said to bring STB. I did so and deposited the STB in the Dibrugarh office. He said that it will come from Guwahati so come after few days. After few inquiries I was said to deposit Rs 400 and I will be given a new STB with three more months warranty. But practically I was given a STB of some one else's used and office staff said this is the only process. Now two and half month every thing was OK. After that it was started malfunctioning. It will take long 1 to 2 hrs to initiate the TV program every time I open the TV switch. When this problem persisted for few days I was discussed and complained to customer care about the problem on 21 Oct 11. Complaint No 12877242 dated 21 Oct. The customer care said as three months not yet completed and you are complaining so you will get the warranty. You need not to pay any extra charge for it. Engineer will come within 24 Hrs and will solve the problem. After that I have to give him a happy code which I got during the complaint. But nobody visited to me. And I got a massage that your problem has been resolved if not SMS. I replied and was practically charged Rs 5 but nothing was done. I again complained to customer care that without solving my complaint how resolve message was came and again given complaint. But result was same. Without solving my problem SMS came that problem has been resolved if not SMS. How they again sent the message that complain has been resolved once happy code which I supposed to give to visiting engineer after solving the problem is with me. That's where I felt cheated and consumer's right was hurt. All the SMS I have kept save in my mobile. Since then I have complained several times stating my problem but still unresolved. My other complaint numbers which I can recollect now is 14035229 & 16372081. In between I visited in their Dibrugarh office, but they said that as three months is over so I have to pay again Rs 350. I said I am complaining since warranty was not expired. They said we can’t do anything now. My family kept on suffering with the problem keeping switch on TV, hours before telecast will start. Thinking that my complaints will work someday and STB will be replaced I became habituated to live with the problem. Though some times in anger and frustration I will stop recharging, then company will definitely en-quire about not recharging. I will explain them why I stop watching or recharging sometimes stating my problem. But no solution came so far. Once after a gap of approximately 10 days I did recharge on 3 Apr 12. But I did not see any image also till the time I am writing complain on 5 Apr 12. I again complained (Complaint No. 17552212 dated 04 Apr). They already charged reactivate charge that day's normal viewing charge. Again next day I en-quired but same false promise of engineer visit and no one practically visited and that days charge was also deducted without viewing.
Now I am really fade up of its service.
First of all I want to know that in spite of complaint within the warranty (Complaint No. 12877242 dated 21 Oct) why my STB was not changed? Why company was sleeping for so long? What are the compensation of my family’s loss of ‘peace of mind’ for not able to watch their favorite tv program and keep on sitting anxious in front of TV. How without happy code message was sent to me that your problem has been resolved? Once my complaint was registered (Complaint No. 17552212 dated 04 Apr) and I was not able to view at all why balance of my dish tv kept on deducting?
Samir Sinha (Airtel digital TV ID 3002866422), S/O Late Sushil Kumar Sinha, SMQ 29/5, Airforce Station Mohanbari, Dibrugarh, Assam, Pin 786012.
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