Hi
I just got an Airtel DTH installed. I spoke to the Customer service on Saturday (12148) and had long discussions with Alfred (Manager-at least that he told to me), Amit (some Team Lead) and Salman (the rep). All of them gave me a view that Airtel was the best in terms of service and explained to me with the connection I am taking (1 HD DVR and 1 Normal connection for ULTRA pack), I would be eligible for one Regional Top up for both the connections free of cost along with all HD channels free for the first connection for a year.
Marathi top was explained to me having Zee Marathi, Saam, Zee 24 Taas and Zee Talkies. However, later I was told different variations with one of the reps telling me that only one channel is available to me free while others are chargable and that also available on only one connection for other box I need to pay (dialing 12150).
I also took a top up for Zee Studio and Zee Classic and paid extra for this for one full year. Total payment made has been Rs 10, 434/- for all the above.
Now the issues are with respect to:
• Extra payment for the top us I have asked for (both TVs):
o Marathi Channels (Saam, Zee 24 Taas and Zee Talkies)
o Zee Classic & Zee Studio
• Super pathetic Customer service:
o I can understand the toll free number performance but even the nodal number has been below mark (ideally they should just close it down)
I have also taken an extra step by suggesting the customer service that if all the Marathi channels and Zee Classic top ups be made available on the 2nd box while Zee Studio on the first, but guess they do not know how to do it.
As a summary, I called the customer service at least 10 times (12150). Spoke to Preethi from escalations and she admitted the mistake (the Marathi top ups and tried to help me with some options. However, even then I am not going to get my channels as I want and I pay extra money every month (on top of what I paid). She was very helpful and did help me with all options…thanks to her…atleast she saved some face for Airtel.
Can somebody please call me from Airtel and tell me why such variations in discussion and when something has been promised why it has not been delivered. Also any action against such reps who do not know anything and the nodal office rep who passes the blame to some 3rd party source (shell).
I have been an Airtel customer for over 4 years and have been really happy with their Mobile, Broadband & telephone services. Now have to really rethink.
A great product I should compliment it to be the best but the below par customer service is/will really pulling it down.
Adarsh Halwe
Customer ID: 3008816557
Number: 9945765702
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