blademast3r
In the zone
****FINAL UPDATE : after 4 months, nothing got solved. New issues creep up. Contacted airtel presence, nodal and appelate authority. Nobody cares. I have disconnected my connection. NEVER NEVER NEVER GO FOR AIRTEL CONNECTION.. THEY ARE THE ABSOLUTE WORST and dont care about changing their attitude about it..****
Greetings everybody,
It has only been a month since I took Airtel broadband connection and its absolutely been horrible. The funny thing is the actual connection is great. But their support and staff is really filled with a bunch of fools who treat customers like fools. Here are the issues.
1) My name, phone number and email. All have been wrongly entered in their system despite mentioning the right ones. How hard is it to transfer data from paper to comp?
2) I opted for both broadband and phone. Broadaband was installed fine, I needed my phone to be in another room. Which just takes one more cable from the splitter. The "cabling" guy mysteriously vanished while the "broadband" guy was configuring stuff. When I called the "cabling" guy here was his response : " saaaar cabling procedure takes 3 days minimum ". Do they think we are fools? Or is he mysteriously installing the cable remotely , a procedure which clearly takes three whole days. And this is a private company!
3)My company pays my net and phone bill. Hence I need a hard copy. I clearly mentioned this the first time. A few days back someone from airtel (a crappy call center really) called me up and mentioned bill amount blah blah. And asked me to pay online from airtel.in. I mentioned that I needed hard copy and will pay by cash and told her that I had mentioend this during installation. She said thats ok and proceeded to "change" my bill type to hard copy.
This is the fun! I received a call today asking why I havent paid the bill online !!! So these people havent been able to make this "change" even NOW!!
Here is proably the best part. I have abviously tried to solve the issues.
1) Mailed 121@in.airtel.com with the correct subject format mentioned. I received an auto generated mail saying I will get a reply in 1 day . Its been 15 days now and I havent received a mail
2)I mailed the nodal office and havent received a reply.
3)Called customer care, waited for an hour. My call has been cut many time in between explaining the issue! One of the guys even mentioned that "name" cannot be changed!
4)Finally I went to an Airtel customer relations office and did the usual yelling + form filling to get name etc changed and mentioned for the 3rd time I need a hard copy bill.
Name,email and phone are yet to be changed (3 days since visit). And I am yet to receive the bill. Oh and the cabling expert hasnt shown up in the last 30 days. Guess its taking him more time than expected eh!
I really wish consumer forums and courts were taken more seriously in India. But its not. Simple reason being even if one customer quits there are 100 more who will join! Such is our population. It is really sad.
The issue here is as simple as outsourcing services to incompetent firms. In the last one month I havent interacted with a single "real" airtel employee. It is always been some call center or some "modem"/"cabling" expert firms, who obviously dont care. All they care about is reaching their number targets and not about the big picture of customer satisfaction.
Anyways. I'm not sure what will come out of this rant. It just feels good to vent out amongst competent people really!
Greetings everybody,
It has only been a month since I took Airtel broadband connection and its absolutely been horrible. The funny thing is the actual connection is great. But their support and staff is really filled with a bunch of fools who treat customers like fools. Here are the issues.
1) My name, phone number and email. All have been wrongly entered in their system despite mentioning the right ones. How hard is it to transfer data from paper to comp?
2) I opted for both broadband and phone. Broadaband was installed fine, I needed my phone to be in another room. Which just takes one more cable from the splitter. The "cabling" guy mysteriously vanished while the "broadband" guy was configuring stuff. When I called the "cabling" guy here was his response : " saaaar cabling procedure takes 3 days minimum ". Do they think we are fools? Or is he mysteriously installing the cable remotely , a procedure which clearly takes three whole days. And this is a private company!
3)My company pays my net and phone bill. Hence I need a hard copy. I clearly mentioned this the first time. A few days back someone from airtel (a crappy call center really) called me up and mentioned bill amount blah blah. And asked me to pay online from airtel.in. I mentioned that I needed hard copy and will pay by cash and told her that I had mentioend this during installation. She said thats ok and proceeded to "change" my bill type to hard copy.
This is the fun! I received a call today asking why I havent paid the bill online !!! So these people havent been able to make this "change" even NOW!!
Here is proably the best part. I have abviously tried to solve the issues.
1) Mailed 121@in.airtel.com with the correct subject format mentioned. I received an auto generated mail saying I will get a reply in 1 day . Its been 15 days now and I havent received a mail
2)I mailed the nodal office and havent received a reply.
3)Called customer care, waited for an hour. My call has been cut many time in between explaining the issue! One of the guys even mentioned that "name" cannot be changed!
4)Finally I went to an Airtel customer relations office and did the usual yelling + form filling to get name etc changed and mentioned for the 3rd time I need a hard copy bill.
Name,email and phone are yet to be changed (3 days since visit). And I am yet to receive the bill. Oh and the cabling expert hasnt shown up in the last 30 days. Guess its taking him more time than expected eh!
I really wish consumer forums and courts were taken more seriously in India. But its not. Simple reason being even if one customer quits there are 100 more who will join! Such is our population. It is really sad.
The issue here is as simple as outsourcing services to incompetent firms. In the last one month I havent interacted with a single "real" airtel employee. It is always been some call center or some "modem"/"cabling" expert firms, who obviously dont care. All they care about is reaching their number targets and not about the big picture of customer satisfaction.
Anyways. I'm not sure what will come out of this rant. It just feels good to vent out amongst competent people really!
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