This is Rajendran, an existing AIRTEL digital TV customer for the last one year. I have registered for HD upgrade in the AIRTEL WEB page in the last week of July. An Airtel person with name Kiren Kotkar called me and then clarified the details and advised me to pay Rs.2265/ as the charge for the upgrade. I have paid the same through IVRS. The person then informed me that the airtel person will visit my residence in 48 hours and install the HD compatible set top box. Even after three days passage no one ever called me up. Then I have started contacting the customer care thro No1800-102-8080 & 12148 almost three times a day. Every time the customer care person will deliberate with the back end person and inform me that the airtel person will call me up in 2 hours and the set box will be installed today. That 'to day' has never materialized so far. I have repeatedly contacted the customer care almost more than fifty times. Every time, I will keep explain the story and get the same reply with added apologetic words for the delay. This is repeating even today. The biggest advantage for the customer care person and the gravest disadvantage for the customer is that the same person will not be talking to you again. Hence a simple apologetic word is sufficient for them. This is how the customer care is being taken care by the big corporates also. No customer care person need to face the customer again. I even got the cell no. of an higher lever airtel executive and could communicate with him yesterday (after many days of repeated attempts and listening to the same voice informing me that the cell phone is kept switched off). He was serious enough to look into the problem and finally intimated me that the job will be done today (i.e. yesterday the 17th Aug.2010). But even today my disappointment continues. They may have many problems of including non availability of the instrument etc. But at least the local person who has to implement the same can have the courtesy of calling the customer and inform him the status and the probable date of installation. Neither they are bothered to inform nor the customer care persons give the local area contact no.(This is their policy as informed by them.). And today when I tried to contact that higher level executive, the same answer repeats “Sorry the cell phone you are trying to contact is switched off. Kindly try later”.
So we keep talking to the personnel sitting in the customer care center and giving promises every day and we keep listening to them as a matter of fun. I do not know whether the instrument will be installed at all? Are they serious about the customer care at all? Only the time will answer.
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