I hope you read this to understand that building a brand is not only about advertising or innovative products... it is always about service. I am an extremely frustated Aritel Digital TV customer and I am sure there are hundred's of us out there..only I have take the intiative to write about it.
I had put in a request to subscribe for new channels in March some time and I was told that the dish realignment was to be done inorder to activate the channel. Till date this has not been done and here I thought that you would definetely appreciate the business
On 27th April, I logged a call saying that I still have not got the channels that I asked for and that there was a harware issue (the set top box was hanging) (SR No 7406741).
On 28th April, the technicians impromplty showed up at 5.30 when I had cleary requested a 10 am-12 pm visit as i am working. They "repaired" the sytem for 2 hours till 7.30 pm, by which time there was no signal being received. Then they decided that they cannot resolve the problem that evening and walked away assuring that they will return the first thing next morning
On 29th April, I waited for them to return and repair the system, which did not happened. I called them and they did not answer the calls. I called the call center and guess what? they raised a new service request and promplty told me that my problem would be handled on 30th April...
All this makes me question the service capability of your organisation and the caliber of the people responding to customer issues.
As for me I am throughly disgusted with Airtel as a brand (the above is just an example of dealing with your service center/ call center..I have face similar intelligence in any interaction with them)..I am sure I will move to another service provider and actively take up the task of ensuring that a maximum number of people are aware of the lack of customer service provided by your brand.
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