AIRTEL DIGITAL TV
Delay In Installation

The E Mail that I sent to the nodal Office with the entire story and also with the names of the representatives with whom I spoke.

Dont ever go for Airtel DTH. It mental torture and it SUCKS...

Hi,

I am a customer of Airtel Mobility and also for digital TV. My Customer ID is 3007120469. I got the airtel digital TV connection in the month of Jan’11 in Chennai. Now I’ve relocated to Bangalore and I’ve got my dish and set top box with me. I contacted Airtel contact Center on SAT for the installation on my new address and they promised me that the tech will come on SUN before 2PM and will install the dish. They also informed me that I need to pay Rs 200/- installation charges and Rs 16/- per meter for the cable.

I waited till 2 PM on SUN but nobody showed up. I called Airtel contact center once again and got an info that the rep who took my request did not update my address in their records and so the request was cancelled. That rep (Kokila) again took the request and informed that she will escalate the issue and will make sure that I get the tech before 6 PM on Sunday itself. I waited till 6 PM but again no response. I wasted my entire Sunday waiting for the Airtel tech to come and install the dish. I called in the night again, wanting to speak to a supervisor because I was not happy. I was kept on hold for 20 mins and the call was disconnected by the contact center rep. Again after couple of hrs I called contact center and got Roshan on the line. He told you need to recharge the account only then the tech will come. I tried to explain him that recharging does not make any sense unless the dish is installed. I requested for his supervisor but was informed that there is no supervisor available on the floor, only his L2 is there. I requested him to transfer the call to his L2, he placed me on hold for 7:24 mins and came back stating that my L2 is saying, he will; not come on the call and he is sending a mail that tech should come to my place even if the account is suspended. So, finally I was informed that the tech will come on Monday before 10:30 AM but to my utter surprise no call, no show. I’ve been calling Airtel contact center every 1 hr since then, I even spoke to a supervisor, she informed that I will get a callback after 2 hrs, its been 4 hrs now and nobody has called.

I called and requested for a manager and got info that the managers are in deep discussion and will not be able to come to the phone now. Till now I’ve not got any response from Airtel and I am not sure even if the tech will come tomorrow to install the dish.

I am also from Customer Service industry but this is the worst and the most pathetic service I’ve ever received. Need your intervention and also just for the information, If the issue is not resolved by tomorrow (TUE), I will be forced to go to Tata Sky and get a new connection, also I assure you, if this happens you will lose atleast 10 customers from DTH division and 15 from mobility.

Looking for your help and prompt response.

Company: AIRTEL DIGITAL TV
Country: India
State: Karnataka

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