Sir, I am writing to you in fear. Given that in our country, many people with political influence run service agencies, they can physicall harm us for raising a complaint. So please help and tell us how to get our service without facing any problems.
I am writing to you on a complaint I had made on 10.03.2012 to the Airtel customer care for which no action has been taken till now. The worst part is that a fraudulent activity has been done by Airtel which not only demeans your company but also make a fool of us as a customer.
The person requesting this service in a 66 years old lady and her 82 year old husband, whose source of passing time is praying and watching the TV. I had to suffer the indignity in the hands of unscrupulous Airtel staff and agents, all because I decided to go with Airtel rather than a more honest service provider.
We had ordered for Airtel HD TV on 7.03.2012. The receipt number is 51272. We paid the money in advance but did not get any response. After a lot of contacting different numbers, the service people came on 10.03.2012. This was to be an additional connection to what we already had in my son’s room.
They however did not bring the entire equipment, and the receiver and power cord were missing from the box. They said that they will bring the receiver the next day and wanted us to sign the forms stating that all work in done and we are satisfied with their work. But this was not right as all work was not done. So when we refused to sign the document, they took back the set top box, promising to return the next day with all equipment.
On the very same day we called 12150, the customer care, and a women on the other side refused to file our complain stating that we don’t have the name and number of the serviceman. How can this be a reason for not recording complaints? We are not complaining against a person, we are stating that we did not get the product we ordered.
However she (Ms. Archana or such) refused and put us the line to Devaraj who called himself the manager of the customer care. He promised that the complaints (mentioned below) would be taken care of and solved the very next day. The complaints were
1. The service was ordered on 7.3.2012 but not active even on 10.3.2012
2. The set top box did not have a seal, it looked like it was used earlier
3. Not all the items mentioned on the cover were in the box
4. We lost service as the old set top box was removed and when replaced, it did not work
The solutions he provided were
1. Service will start on 11.03.2012 morning
2. New sealed piece would be given. Devaraj would himself register this in our name and check if it is an unused piece
3. All items will be provided
4. As a compensation for the loss of service, the validity of the service will be extended by 2 days
He promised to call in the evening after talking to the technical team. But he didn’t.
The next day 11.03.2012 went in wait. We made many calls to the customer care, and every time all the service agents refused to take the complaint and give a complaint number stating that it is already in process. Then why the hesitation to give a number.
The following day, 12.03.2012 unfolded the fraud of Airtel. An honest official told us that in the official records it is mentioned that the set top box is already provided, and activated and working since 10.03.2012. This is an utter lie.
How can I either get my money back or the service provided, in such a way that the providers will not spoil it in a fe months.
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