Airtel Customer service is pathetic and useless. I am experiencing this for the 3rd time and the experience shifted from bad to worse to worst. Hope Airtel Management wakes up and realize that it is in chaos and they need to revamp the customer-service. I am even considering throwing away my Airtel DTH and switching to other players whose customer service I am sure can never be as worse as Airtel.
1. The customer service associates first of all do not know to speak forget about the language.
2. They have zero knowledge about the requests / process and nobody wants to take accountability.
3. A call with customer service takes minimum 30 minutes and i can guarantee at least 5-8 such calls and the issue still lies where it was prior to call-1
4. There is no co-ordination / sync up between the back office, installation folks.
Experience-(1) Installation of DTH took 3 months after around 20-30 calls to customer service, 4-5 follow ups, reminders with with nodal center, escalation threats. Instead of getting the equipment to Bangalore, the customer service claims that they were searching for my address in Hyderabad.
The customer service associates, the leads, nodal center everyone were involved in the issue and nobody took accountability to resolve it.
Experience-(2) Changing the DTH connection to my old address to new address.
The uninstallation and installation it seems should be done by different guys and they wont talk to each other nor does the customer rep will co-ordinate with them.
The installation guy reaches the new address first and asks for the equipment while the uninstallation guy calls after 2 days. Finally after its uninstalled at old address, the installation guy is not available.
It's the customers job to take all their numbers, co-ordinate with them, get the work done in the order.
All of these will take several days and added to this the customer service feedback call is the only thing that is prompt i.e on the day-1 of the complaint filed.
Can the management learn and teach the customer reps about the basics of how to solve a service request.
Experience-(3) I call up the customer service number published on the airtel DTH website for upgraing my STB from SD to HD. Its fwd'd to Prerana from Mumbai who claims to be Airtel Customer Service center and is desperate to get this upgradation done through her as it is month ending and she has to meet targets. She claims that she would be Single point of contact and within 24 hours the upgradation and the HD channels would be up and running and charges for both these.
4 days and at least 20 calls and the HD channels still show unsubscribed for which she has already charged Rs. 44.
Finally when i want to get away from this mess and get the subscription of these HD channels through Airtel Digital TV website, it gives me a message that the request will be processed within 5 days.
"Airtel DTH needs 5 days to add a channel to my package". God help them please.
The only prompt thing Airtel DTH is good at is the currency reminder and ensuring they get the recharge done in time.
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