Airtel dth services
Unsatisfactory Customer Support

My name is Sanghmitra Kumar and I have written several emails to Airtel DTH. My account details are as below:

Customer ID: 3005450776

Customer Name: (under my mother's name) Sharda Kumar

Registered Customer Phone Number: 9004861981

I had called the Airtel customer service centre on the 31st of March, 9:30 pm to register a complain that my stb had suddenly lost the signal with an error code B001. I was told that the problem is on part of Airtel and that it would be rectified in two hours time, i.e. 11:30 pm. Nothing happened. The problem wasn't rectified. On the 1st of April, I called back again at 11:30 a.m. to find out when exactly the problem will be sorted and I was told that it should have been done by 12 p.m. the same afternoon but as I had not recieved any calls from an Airtel engineer, the problem would rectified by 3:30 p.m. same day (1st of April).

Again, nothing happened. I cancelled work as I was expecting your engineer but that never happened. Again, I called back at 3:30p.m. only to find out that my problem would be fixed the next day, the 2nd of april by 12 p.m.

I was furious at this. I don't think I need to explain why. But since, I have lost all faith in Airtel, I will still explain - the ICC cricket World Cup was to be aired from 2:30 p.m. the same day (2nd April). Team India being in the finals was a joyous moment for the entire nation, including me, but thanks to my DTH service provider, I didn't have the chance to watch it. Why? Because no engineer turned up by 12 p.m. on the 2nd of April.

Saturday (2nd April) onwards, I have come across three of your floor supervisors who had promised me that issues relating to my DTH services would be solved on the same day but that never happened. Not only that, they promised me that they will call back themselves to re-confirm if the issue has been resolved but not a single one called back. These supervisors were namely Ajay, Rajiv and Preeti. Madam Preeti even had the audacity to put me on hold for 46 minutes!!!

Initially, none of the customer service reps wanted to transfer the calls to their supervisors and they themselves don't have any problem solving skills. On sunday, 3rd of April, I was, thankfully, transferred to Ajay at 7:00pm who made vague promises and said that issue would be resolved by 12pm on 4th April and that he himself will call to confirm at 12pm to find out if it has been done yet on it. When I questioned him that if he's already in a night shift, the how will he call me up at noon? He didnt have an answer to that instead he kept insisting he would call, which he, of course, never did. I would really like to ask now, does Airtel think that their customers are uneducated fools?

Again, on the 4th of April, 11:30 am, I called up because no technician ever bothered to call or turn up and I spoke to Rajiv and again the same story repeated. I was told that by 4pm the issue would be resolved and that he will call back. It never happened so I called up again only to find out that my call was taken up at the Indore call centre where Preeti is the supervisor and accordingly the call had been transferred. I don't understand that why don't you have statewise call centres? A call from Mumbai is being taken up at Indore, doesn't make any sense to me. I was told by Preeti to keep faith in her - which was her only way to pacify me and when I said that these kind of vague emotional statements do not give me a guarantee and I want this promise to be in written, she rudely told me to whatever I feel like then! What a wonderful way to treat your customers!! When I lost my cool, which was only natural, she said she will put me on a conference call with the technician and for that I would have to hold while she connects - I held the line for 46 minutes!!! FOURTY SIX MINUTES!!!

Finally, a techinician came and when he switched on the tv, it was on the usb mode. He fiddled with every remote he found around for a few minutes before I was forced to ask him if he actually was a technician and changed the tv mode for him. Even a child nowadays knows how to do this.

This is how under qualified Airtel empolyees are. What a shame!!

The first time when I had written a complain about my recharge issue, I got a call back from a complains officer after 6 days of my mail. Even then, he had no solution to my problem. I had told him to get a senior officer to call me but that also never happened.

For the duration of this harrassment, I kept skipping work as I was expecting Airtel engineers to grace me with their presence and being a freelancer - it was a huge loss!

Not just that, today being th 4th of May, I have sent several emails but not a single soul has got back to me - not even to apologise, forget a compensation!

Now enough is enough - I deserve a compensation, I demand a compensation and a written apology from Airtel.

Company: Airtel dth services
Country: India
State: Maharashtra

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