My CUSTOMER NAME - ATUL PANDEY, CUSTOMER ID: 3006247558 of Airtel DTH. City: Mumbai
Dear Sir
I had purchased Airtel DTH Ultra pack HD on November 20.
As per the company website and as confirmed by the various executives of the company, ultra pack was and perhaps still is the most superior package on offer (for north Indian languages) by Airtel DTH services.
Even at the time of installation, the company had misrepresented facts as Airtel only had 2 HD quality channels, DD-Sports and NGC. However, the company despite charging almost double the amount of money compared to normal ultra pack and promoting their product as HD pack with superior picture and sound quality was not providing any HD channels and the customer was supposed to pay extra money for each channel. I had to write repeatedly and struggle with various executives before finally they provided me 1 HD channel i.e., NGC.
Last month when i was away on vacations, i started getting text messages from Airtel DTH that my services have been disconnected due to balance getting over, i found it weird but could not have done much at that time. When i reached back to Mumbai, i realised that the only HD channel that i was getting was disconnected. Along with it other channels i.e., Ten Cricket was also disconnected. When i spoke to a company representative Mr. Jayant of Airtel DTH at 18001028080, he told me that Airtel had actually started few more HD channels but there was some issue with the new satellite or transponder positioning and all the channels with error SM1 and error 4 will start coming to my connection within half an hour. I was satisfied and i waited but nothing happened. I called Airtel again and this time i was told by another executive that i will have to pay for all the HD channels including NGC HD and to top it all, also Ten cricket.
I found this extremely unethical and lost my cool to which the executive banged the phone on me. Unfortunately, I had no option but to loose my cool and get answers to my genuine and most reasonable questions pertaining to the services that were not provided to me despite me paying the full amount in advance.
I list the questions here-in-below:
1. How can Airtel disconnect Ten sports, the channel i was getting before the India-West Indies series started?
2. How can NGC HD be disconnected when i was already getting it.
3. Which representative of the company was lying, Jayant? whom i spoke to at 20.20 hrs or the one i spoke at 21.35 hrs on 4th June? Jayant told me that he has done the technical update and all channels with error SM1 and 4 (digit) will start in 30 minutes of me speaking to him.
4. When i bought the most expensive package, how is it possible that i do not get all the non south channels? This is what was assured to me at the time of purchase of the connection.
5. When i bought the HD Ultra package, i was told that any and all the channels that will be added to the platform by Airtel in coming months will be automatically added to my connection. Why am i being forced to pay for additional HD channels and even normal channels and most particularly Ten sports - the channel that i used to get and only before the series started it was disconnected. Does it not mean that the company is getting greedy and not fulfilling its obligations even after charging entire years amount in advance.
I request response to my complaint at the earliest.
Best Regards
Atul Pandey
9821349093
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