I called up Airtel DTH customer care this Monday morning 9th April regarding a video problem that we were facing causing the TV programming to freeze every few minutes. I was told that the service engineer will visit our place the same day to fix the same. We received a call from the service engineer who promised to come by 4 pm. However nobody came. I called up the engineer at 6pm and he said he would be at my place within half an hour, that also did not happen.
Next morning 10th April I called up Airtel customer care again and they told me that the complaint has been postponed and will be resolved on Tuesday itself. Again I received a call from service engineer and again he did not show up the whole day.
On Wed 11th Apr I tried my luck with Airtel customer care again and they promised that they would get the issue fixed ASAP. The service engineer again called up and again didn't show up at my place.
On Thu 12th Apr I had given up all hope of getting the problem fixed and was planning to get another DTH connection installed. I was pleasantly surprised when I got a call from the engineer who said he would be visiting my place by 11:30 am. As was expected nobody turned up, so at 2 pm I called him up and he told me that he would be coming by in another half an hour. Again that did not happen. I called him up again at 4:00 pm and again was told that he would be coming in another half an hour. Finally the engineer showed up at 5:15 pm. When I asked him why he was so late he didn't care to even respond properly as if I was speaking to a wall. I repeated the question and then he very obligingly and condescendingly said that he will come when he has the time. After investigating the issue he told us that the receiver has to be replaced. When we asked him to tell us the cost and replace the same he told us that he doesn't have the part with him nor does he know the cost of the same and told us he will fix it the next day.
My questions to Airtel DTH are:
a. What kind of pathetic customer service is this?
b. There is no commitment of any sort - no proactive measure to communicate any change of plans by the service engineers etc. We stayed back the whole of yesterday just so that the service engineer doesn't find the house locked when he visits and these people don't even care to call and inform about if and when they would come.
c. Why does Airtel charge for engineer visits for such pathetic service?
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