Airtel DTH
Pathetic Customer Service

SUBJECT: Pathetic Customer Service!

Dear Ajay / Whomsoever concerned,

I had a small query on my recharge amount and wished to have it cleared with the Airtel DTH customer service. I was routed to a CSR, a lady whose name I do not recall now. Her communication was so pathetic, that she was unable to even understand my query. Baffled, I asked to be connected to her manager when she hung up on me (I was under the impression that it was not allowed in any decent call center, let alone Airtel's). I am sure you can track this executive (from my Cus. ID / mob no.) and take necessary actions.

I again tried reaching the customer call center to lodge my complaint. This time I ended up talking to three CSRs with one thing in common - baffling communication. The first one was a lady, whose name I again do not recall, second was one Mr. Lal Bahadur Patel, third another gentleman Mr. Dipesh. The transfer to these people happened post my request to be connected to the center manager as I did not wish to waste my time with the "CSRs" with such a wonderful communication ability. I ended up repeatedly getting transferred to different CSRs and never once to the concerned manager. The last CSR Mr. Dipesh put me on hold for more than 10 Minutes post which I had to hang up.

My Queries:

* Do you guys take care of the basic criteria selecting a CSR - Communication Skill?

* Are the managers of a center so difficult to talk to?

* Do the executives have the freedom to perform to their whims and qualms?

* Do you really have the audacity to call yourself "international" with such a pathetic service being provided?

* Why can't you guys maintain the quality of Airtel Mobile?

FYI this is the case with Airtel Broadband too. In this case, they have still left the wiring all over my place without proper wall clamping. My understanding is that for the DTH and Broadband, Airtel has gone for "franchisees" which do not meet the basic necessity of "understanding" a customer's requirement. Some amateurs would do a better job overall.

My household having four subscriptions to various products of Airtel (2 mobiles, 1 Broadband, 1 DTH) now will be rethinking on other options too (I will wait for a day, then start thinking seriously about the TATAs). This experience have indeed made a huge negative impact on my 7-8 years loyalty to the brand called Airtel.

--

Kiron S G

Company: Airtel DTH
Country: India
State: Karnataka
City: Bangalore

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