[Resolved]  Airtel — Subject: [case:62006] / payment for airtel dth not reflecting / airtel turning out to be the worst experience, ever!

Address:

Bangalore, Karnataka, 560025

To,
Mr. Sunil bharthi mittal,
Bharti airtel limited,
Bangalore.

From,
Mark david verghese,
Airtel customer / [protected] / [protected]@wings-promos.com /

Dear sir,
Subject: [case:62006] / payment for airtel dth not reflecting / airtel turning out to be the worst experience, ever!
The reason i have chosen to proceed viral vide the internet, social media and mobile groups is because, i do not have access to your email id and / coordinates.

I will continue my pursuit to have this message reach you.

Sir, i am a simple indian who happens to be a customer of india’s largest telecommunications company, bharti airtel limited, and i must add that i take pride in saying so.
What you have achieved for bharti airtel, over the years, through exemplary demonstration of vision, skill and entrepreneurship is something that the likes of myself, uses as a sense of motivation and inspiration.
However, while i’m sure your organization and brand continues to grow in leaps and bounds, i pray that you, do get the chance to peruse the content of this email and decide if airtel is really being the brand we so long to be associated with.
While airtel, without a semblance of doubt, pursues the ‘larger / bigger’ image for itself, i urge you to come to the realization that, we, simple indians who strive harder than ever to win our shares of bread, to support our families and provide for their necessities, are often left in the lurch.
It must be fair to assume that, as the size, grandeur and scale of the airtel enterprise gains greater heights, you must be quite unaware of what we, simple indians, go through for having once believed in the airtel promise.

I write this as testament to my experiences of being an airtel customer and in the current.
- on the 13th of august, 2016, glaring in my face, from my two television connections, was the message that i was required to re-charge the airtel dth connections.
- the same day, at approx. 1800 hrs, i paid rs. 1000, using the airtel money app (Please see the screen shot of the payment made, transaction id and transaction complete status).
- however, the message on the television continues and that is when my nightmare begun, where till date both my connections remain disconnected.
- i have dialed the 12150 not less than 11 times, between the 14th of august, 2016 and the 19th of august, 2016, but to no avail.
- i have been instructed and ordered to send emails to not less than 3 email ids, which i have done so, but to no avail.
- my family and i being sports and movie buffs rely on the television sets for entertainment and often as sleep therapy.
What hurts and pains the most has been the absolute zero intent to serve the customer, the zero accountability and responsibility demonstrated by a host of airtel personnel, whom i have had the opportunity to address and engage, while the apathy still lingers. Across the interaction vide telco, email and sms, there is evidence that, as airtel adopts the larger / bigger approach, so does its well-paid staff. I guess the personnel i have interacted and engaged at airtel, specifically for this apathy resolution, are rather pre-occupied with size more than they are of quality.
Nobody’s perfect and i, for one, know this well.
I don’t expect a large and globally leading organization and brand to remain perfect in every aspect of governance and working, but i do request that, sometimes it is wise to show customers that, ‘you care’; that the organization and brand that, we believed in so very much, does care. I’m made to believe that, such an approach to business and its processes will, in due course of time, bring systemic and positive change in the way customers view it. Ww hope that, being bigger is always going to be lesser than being the ‘best’.

Like i mentioned, i have called 11 times, written several emails (As the trail will clearly indicate) and have been met with absolutely standard and non-committal responses.
- every time i call the dth helpline i get to speak to a new executive, who, without fail, makes me repeat the sordid tale all over again
- none of them have in any way been able to resolve or help
- all i am told is that, your payments have not come to me and i get a new email id to share my concerns
- the email exchanges with the airtel personnel leaves a great deal wanting – to an extend where i do not believe that people even bother reading through a trail, instead prefer to ‘cut-copy-paste’ standard responses. Even when different, the content of their responses do not address a specific issue, concern or query; instead it often leaves me wondering if the whole sordid mess was my fault.
- there were a couple of call-center executives who remained rude and hung up. Obviously, preferring to not want to face up to situation
- in a recent email exchange i am asked to submit a bank statement to prove payments made. Now how does one do this i wonder? I charge my airtel money and continue to use the wallet money to pay for multiple bills. I even emailed the ‘airtel money’ screen shot, but i guess and like i said, airtel personnel do not have the time to read through email trail or view attachments.
- i have had a female admin executive named annamelu, at 4pm, on 18.8.2016, tell me that i am supposed to re-send the emails. Now she was in possession of the mails, so when i enquired as to why would she want me to re-send mails she already has, her response was, in quote, “that information i do not have with me. All i know is that if you want us to help you, you must re-send the mails”. Can you believe this?
- right from the start of the apathy, and until the 19th of august, 2016, nobody at airtel even bothered to call me, despite my many emails and calls. Then on the 19th of august, 2016, i received a call from a lady who introduced herself as an airtel dth staff. She couldn’t speak in english and i just could not comprehend what she wanted to say. I politely requested that, she get someone else to call me who could converse in english. It is 18 hours since that call and i am still waiting for the call back.
- i often wonder that whether this could have been resolved in a more humane manner. Somebody at airtel taking the lead, walking a few feet to another department, picking up the phone on another department, having the call directed to a more adept and skilled executive or manager… there are so many ways to have resolved this apathy and quite instantly, but this cannot be expected with the current airtel and the obvious reason is that, nobody at airtel feels the need to take on the onus, responsibility and accountability that may just follow.
- if it takes more than 7 days (From the 13th of august, 2016 till date) to locate / trace my hard earned money paid, then what are we meant to think?
- i simply do not wish to assume that, airtel is attempting to rob and cheat its customers.in the light of scams, thefts, misappropriation and faulty governance in the recent past, what does small time customers, like myself, need to believe?
Sir, i am hoping that you really do get to read through this and feel the pulse of the airtel customer, because it is times like this that really define the organization’s pursuit of excellence. Is airtel out to cheat and rob customers or is airtel really the company that we want it to be?
I really do hope that you take the time to peruse all the email exchanges below and realize for yourself what is really the need of the hour – i can assure you sir, it is not the larger / bigger image but the more subtle ‘emotional’ connect that sways us all.

While the core premise and apathy described herein, is about airtel dth and airtel money, its synergies and integration, allow me the opportunity to query you, as a simple indian airtel customer.
1. I selected airtel over reliance, with whom i was a customer since they launched the rs. 501 offer in chennai, and only switched to airtel mobile this year (2016). I then stayed at the sattva gold summit, 9th floor apartment, hennur main road, bangalore. Honestly, i was so taken in by the tvcs that showed airtel 4g connectivity and super fast internet that, could be leveraged on from atop the himalayas, across less populated villages, across oceans and the likes. Post acquiring my connection with airtel, i could not connect or, as a matter of fatly speaking, make basic calls from the 9th floor. I have to ask you sir, is the 9th floor apartment at sattva gold summit, higher than the himalayas?
2. My plan (4g) includes approx. 6gb of data, which i would love to consume given the speeds seen in the airtel tvcs. Honestly sir, i feel embarrassed to turn on my airtel data in front of colleagues, peers, friends and family, as the speeds are so slow that, i could finish a mildly warm coffee before urls open up.
3. I shifted earlier this year to the plush berlie street, langford town area in bangalore and deemed it necessary to consolidate phone, internet, payment gateway, dongle to one account and chose airtel. Well, i used the just dial services who sent me two airtel contacts – mr. Fayan[protected] and mr. Mahesh ([protected]). While mr. Fayan did not respond, mr. Mahesh told me that he would visit my place for a feasibility check the next day. I never heard from the gentleman since and i was forced to request act fibernet to provide my home internet functions. My later calls to mr. Mahesh went unanswered.

Mr. Sunil mittal, i take no pride in writing this to you.
I urge you to view this as sincere feedback from a loyal airtel customer, who despite the shortcomings and personal experiences does belie in the brand’s vision and mission to bring about ‘change’ that is good for india and all of customers.
I do believe that, if you were to read this, you would begin to feel the very pulse of the, over 35 million, airtel customers.
I do not expect you to reply, respond and attempt to contact me as i wouldn’t do the same if i were you, but pray that, you see the light and soon!
I urge you to know this at all times; you are one of india’s greatest, please make us proud!

My sincere thanks and appreciation for your time and efforts in advance!
Mark david verghese
[protected] / [protected]@wings-promos.com


Warm regards,

Mark david verghese
Group account director

Wings brand activations (I) pvt. Ltd.
Promotions | events | trade fairs | crm | retail | rural | audit
Head office: 'wings house', no. 5m-236, 5th main,
2nd block, hrbr layout,
Bangalore - 560 043; india
Phone:[protected] / 25429533 | extn.: 305 |
Fax:[protected] | mobile: [protected]
Website: www.wings-promos.com
E-mail: [protected]@wings-promos.com

"in the long term, an honest and fair approach to doing business will always be the most profitable.
And the business world holds such an approach in much higher esteem than is generally imagined"
~robert bosch

From: mark\wings h. O [mailto:[protected]@wings-promos.com]
Sent: saturday, august 20, 2016 9:26 am
To: [protected]@airtel.com; [protected]@airtelmoney.com; [protected]@in. Airtel.com; [protected]@airtel.com
Cc: [protected]@yahoo.com
Subject: re: re: [case:62006] payment for airtel dth not reflecting!

Dear mr. Ashok kumar,

There are limits to nonsensical responses and i must say that, you are stretching it!

Have you not even bothered to read my email (S)?
Haven’t i told you that, the payments were made through airtel money?
What bank statement can i send you, when i have made payments through airtel money?

I have attached again the screen shot of the airtel money transfer made and please take this as some friendly advise – call your customer (S) once in a while, it will save us all a great deal of time, effort and airtel money! 

And, btw both my connections are still disconnected after having paid on 13.8.2016.
So whose robbing my money?


Warm regards,

Mark david verghese
Group account director

Wings brand activations (I) pvt. Ltd.
Promotions | events | trade fairs | crm | retail | rural | audit
Head office: 'wings house', no. 5m-236, 5th main,
2nd block, hrbr layout,
Bangalore - 560 043; india
Phone:[protected] / 25429533 | extn.: 305 |
Fax:[protected] | mobile: [protected]
Website: www.wings-promos.com
E-mail: [protected]@wings-promos.com

"in the long term, an honest and fair approach to doing business will always be the most profitable.
And the business world holds such an approach in much higher esteem than is generally imagined"
~robert bosch

From: mark verghese [mailto:mark. [protected]@gmail.com]
Sent: saturday, august 20, 2016 9:03 am
To: mark
Subject: fwd: re: [case:62006] payment for airtel dth not reflecting!

— forwarded message —
From: "digitaltv"
Date: aug 18, 2016 2:10 pm
Subject: re: [case:62006] payment for airtel dth not reflecting!
To: "mark\wings h. O"
Cc:
Dear mark verghese,

Warm greetings from airtel!

This is with reference to your email written again regarding recharge concern for your airtel digitaltv account [protected].

We are sorry you had to write us back with same concern.

We would like to inform you that as per our records dated: 18/08/2016, in order to process your request regarding recharge concern, kindly revert us with the updated bank account statement in pdf format

We hope that this response has addressed your request suitably.

Assuring you of the best experience – always!

Best regards,

Ashok kumar
Digitaltv
Bharti airtel limited

Know more about airtel digitaltv

• would like to inform below mentioned few options are available on our website:
• my account - view account details, recharge, etc.
• my package - add or remove chota pack, change base package etc.
• recharge - recharge your digitaltv connection online by using paper voucher/debit card/credit card etc.
• order movies your customer id through menu option available on airtel digitaltv connection.
• also, quick details required for your connection like current activated pack, validity, monthly rent, available balance, number of connections etc. Send sms vc to 54325 or give a miss call to [protected] (Toll free).

From: mark\wings h. O [mailto:[protected]@wings-promos.com]
Sent: thursday, august 18, 2016 11:46 am
To: digitaltv; we care; 121; 121
Cc: [protected]@yahoo.com
Subject: re: [case:62006] payment for airtel dth not reflecting!

I am really beginning to lose it now!
Please do not take customers for granted and treat as thus!
I just got a call from an airtel dth representation, who says that, the money is still not been received.
The person called me from [protected].

I have attached a ‘screenshot’ of the airtel money transaction, with the transaction id and amount, date, time etc!

You are beginning to make me feel cheated and robbed!
Please get my 2 connections recharged immediately.

Thanks!


Warm regards,

Mark david verghese
Group account director

Wings brand activations (I) pvt. Ltd.
Promotions | events | trade fairs | crm | retail | rural | audit
Head office: 'wings house', no. 5m-236, 5th main,
2nd block, hrbr layout,
Bangalore - 560 043; india
Phone:[protected] / 25429533 | extn.: 305 |
Fax:[protected] | mobile: [protected]
Website: www.wings-promos.com
E-mail: [protected]@wings-promos.com

"in the long term, an honest and fair approach to doing business will always be the most profitable.
And the business world holds such an approach in much higher esteem than is generally imagined"
~robert bosch

From: mark\wings h. O [mailto:[protected]@wings-promos.com]
Sent: thursday, august 18, 2016 11:31 am
To: '[protected]@airtel.com'
Subject: fw: [case:62006] payment for airtel dth not reflecting!

Please read from the below mail…
Thanks…


Warm regards,

Mark david verghese
Group account director

Wings brand activations (I) pvt. Ltd.
Promotions | events | trade fairs | crm | retail | rural | audit
Head office: 'wings house', no. 5m-236, 5th main,
2nd block, hrbr layout,
Bangalore - 560 043; india
Phone:[protected] / 25429533 | extn.: 305 |
Fax:[protected] | mobile: [protected]
Website: www.wings-promos.com
E-mail: [protected]@wings-promos.com

"in the long term, an honest and fair approach to doing business will always be the most profitable.
And the business world holds such an approach in much higher esteem than is generally imagined"
~robert bosch

From: mark\wings h. O [mailto:[protected]@wings-promos.com]
Sent: thursday, august 18, 2016 10:24 am
To: '[protected]@airtelmoney.com'; '[protected]@in. Airtel.com'
Cc: [protected]@yahoo.com
Subject: re: [case:62006] payment for airtel dth not reflecting!

Now this is absolutely ridiculous and not acceptable at all!

You have received monies on the 12th of august, 2016, and yesterday you have disconnected my two dth accounts, why?
What is it that you think you are doing here?
My family could not watch the olympics and it was yesterday that india won its first medal! 

Anyways, please ensure both my dth accounts are funded and i get to watch my favorite channels.
Thanks!


Warm regards,

Mark david verghese
Group account director

Wings brand activations (I) pvt. Ltd.
Promotions | events | trade fairs | crm | retail | rural | audit
Head office: 'wings house', no. 5m-236, 5th main,
2nd block, hrbr layout,
Bangalore - 560 043; india
Phone:[protected] / 25429533 | extn.: 305 |
Fax:[protected] | mobile: [protected]
Website: www.wings-promos.com
E-mail: [protected]@wings-promos.com

"in the long term, an honest and fair approach to doing business will always be the most profitable.
And the business world holds such an approach in much higher esteem than is generally imagined"
~robert bosch

From: mark\wings h. O [mailto:[protected]@wings-promos.com]
Sent: wednesday, august 17, 2016 4:44 pm
To: '[protected]@airtelmoney.com'; '[protected]@in. Airtel.com'
Cc: [protected]@yahoo.com
Subject: [case:62006] payment for airtel dth not reflecting!

Dear team airtel dth,

Please refer trail email and subsequent response from airtel.
I have been advised to contact [protected]@in. Airtel.com and hence am doing the same.
Be advised wrt my paymnets made and do not disconnect my dth; else i will disconnect and discontinue multiple airtel services.

And aside to [protected]@airtelmoney.com, i am waiting for an explanation as to why did this happen in the first place?

Many thanks!


Warm regards,

Mark david verghese
Group account director

Wings brand activations (I) pvt. Ltd.
Promotions | events | trade fairs | crm | retail | rural | audit
Head office: 'wings house', no. 5m-236, 5th main,
2nd block, hrbr layout,
Bangalore - 560 043; india
Phone:[protected] / 25429533 | extn.: 305 |
Fax:[protected] | mobile: [protected]
Website: www.wings-promos.com
E-mail: [protected]@wings-promos.com

"in the long term, an honest and fair approach to doing business will always be the most profitable.
And the business world holds such an approach in much higher esteem than is generally imagined"
~robert bosch


From: do not reply [mailto:[protected]@airtel.com]
Sent: wednesday, august 17, 2016 4:36 pm
To: [protected]@wings-promos.com
Subject: payment for airtel dth not reflecting! [case:62006] closed

= please reply above this line =
Hi [protected]@wings-promos.com,
Your case payment for airtel dth not reflecting! (# 62006) has been closed on 08/17/2016 11:17am
Status closed
Reference 62006
Resolution dear customer, greetings from airtel! This is with reference to your e-mail, regarding airtel money concern. Please be advised that transaction has been successful please contact [protected]@in. Airtel.com for the same. If you have any further queries/concerns, please contact us at [protected]@airtelmoney.com. We will make every effort to revert with a resolution as soon as possible. Best regards, ritika service specialist airtel m commerce services limited


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From: mark\wings h. O [mailto:[protected]@wings-promos.com]
Sent: wednesday, august 17, 2016 11:16 am
To: '[protected]@airtelmoney.com'
Cc: [protected]@yahoo.com
Subject: payment for airtel dth not reflecting!

Dear team airtel money,

My name is mark david verghese and the registered mobile number is [protected].
I am an airtel user for dth, mobile service and airtel money.

- on the 13th of august, 2016, at 1808 hrs, i paid, vide airtel money, the sum of rs. 1000, towards airtel dth services (As i have always been doing recently)
- my wallet, from a balance of rs. 2000, began to display rs. 1000, which means that my money account was duly debited
- the transaction id is[protected]

- however, my tv set displays the embarrassing message that, my account is about to expire and this has been constant right up to this moment.
- i am an ardent sports and movie buff and for some reason should my dth connection be suspended on account of non-payment, when i have already paid, then this will be the last time i will use airtel (Mobile, dth, money wallet)
- i have spoken to the dth customer service personnel, who has told me that they have not received any intimation with regards to my payments made

I would also like an explanation as to why take someone’s money and then not process the same?
Thanks in advance!

Warm regards,

Mark david verghese
Group account director

Wings brand activations (I) pvt. Ltd.
Promotions | events | trade fairs | crm | retail | rural | audit
Head office: 'wings house', no. 5m-236, 5th main,
2nd block, hrbr layout,
Bangalore - 560 043; india
Phone:[protected] / 25429533 | extn.: 305 |
Fax:[protected] | mobile: [protected]
Website: www.wings-promos.com
E-mail: [protected]@wings-promos.com

"in the long term, an honest and fair approach to doing business will always be the most profitable.
And the business world holds such an approach in much higher esteem than is generally imagined"
~robert bosch


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This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. The information contained in this mail is propriety and strictly confidential.
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