*(This is what i recently have written to Airtel Nodal Office and their other departments and all that has happened to me within the last four months of using airtel dth service.)
DTH SERVICE- CONTINUED HARASSMENT/ NO HELP FROM CUSTOMER SUPPORT
Hello,
I am using airtel dth service since October (CUSTOMER I.D - 3001640031), have got 1 1 multi connection. I have made full payment for one year in advance at the time of taking connections. Firstly, i had wrongly been given a low price channel package (since October) on my second multi connection BUT charged me for the higher/desired rate channel package. All the channels were freezing from the very first day on one of the dth connection, the set top box was performing really slow and a other few problems i have noticed during this time. After causing me all harassment and a lot of pain, and by making 25 calls, speaking and explaining my situation each and every time to at least 10 different customer advisors, 6 team leaders/supervisors, 3 customer retention executives, 5 technical engineers; finally my dth channel package got rectified during November.
Now from the month of December both of my dth connections are showing continues video and audio disturbances all over the day, within different time gaps. I have already complained 7 times at least, calling 16 different customer care executives at least (their is no way to track the last person i was speaking to AND they don't disclose their i.d, neither do they maintain any notes on the last conversation with the customer to avoid repeated explanations every time and inconvenience causes due to that), out of which nine couldn't understand or shown interest in resolving my problem and disconnected my calls in between after keeping me on hold and saying me to wait and that they are transferring my call to their senior. This again has caused me a lot lot harassment/trouble by wasting my time and effort, and and still the problem is not resolved, i.e till 13/01. During this time, six different airtel dth engineers have already visited my house and all of them couldn't find any logical clue to the real problem, and the last time they just changed some hardware device on mere guess work, saying me that now the problem won't come (without even intimating me that i'll be charged for that replaced hardware AND that as the connection is hardly four months old yet the malfunctioning hardware is not covered by airtel). For this hardware Rs.1050 has already been deducted from my airtel dth account on the 12/01 without my permission. As a matter of fact the the same video and audio problem is continuously coming and has never stopped till this day.
Again, i have already spoken to at least six different customer advisors in between 12/01 to 13/01. Five of them (their names are Faisal, Anurag, Sandeep, Seema, Sunil) listened my full case and finally said me that they are transferring me to their senior, kept me on hold and disconnected my call after few minutes. They never told me their i.d despite requesting them for the same during the whole conversation. The last female customer advisor who attended my call today (on 13/01) at about 13:30 has registered a complaint first time for the video and audio problem in my dth service, and that it'll be resolved by 17:00 today. She also told me that she has made a request to refund my Rs.1050 for the wrong charges deducted from my account due to unnecessary hardware replacement by airtel dth engineer. I have also requested her to make a complaint to refund all of my subscription charges on both of my dth connections for the number of days this problem is causing me problem. She assured me that she has registered all of these complaints/ requests (reference no. 1754481) and my problems will be resolved asap.
Airtel recently have stopped telecasting the World Space Radio service within their dth service, which they have promoted hugely through advertisements during the marketing of their dth service. These World Space Radio service usually comes for a monthly charge, if taken separately. But as airtel was providing it for free, so it was one of the main reason that i have opted for airtel dth service out of several other service providers in the market. These channels have stopped coming on my airtel dth service from the last one month (December), and in place are are replaced by the regional FM Radio stations, which are of no use to me.
I guess i shall now appoint a separate staff to handle the airtel dth service due to the time and efforts it need to get the "world class service".
I am writing you this letter (Nodal Officer, Airtel) despite knowing the fact that you'll soon going to send me another email address (write to '[email protected]', which i have already did) without even reading this whole letter to contact with for the above problems. And that the next person/department ([email protected]) will generate another automated message/reply, and then finally this letter will be lost forever in the precious airtel database without any further response or reply. I know these facts coz i am facing all these problems from the very first day, since i have made a mistake taking airtel dth service. But since i have already made the mistake now, so i have got no other option but to struggle or going to the consumer court. So i am only gathering important evidence here, by giving you another chance to perform.
Regards.
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