[Resolved]  Airtel — Worst Customer Service Experience

Address:

Bangalore, Karnataka

Dear Nodal Officer,

It is already 5 days since my compliant and i am suprised that you expect me to wait for another 5 days .Inspite of your intervention, I have no visibility yet on when exactly the problem will be resolved. Everyday i get multiple calls from Airtel asking for information about my complaint but they don't give me any visibility on when i will get the resolution.

Don't you think your service engineer team being part of the professional organisation need to atleast update me on when they will come to resolve the problem, Your team cannot expect that I will be eternally waiting for them at home.


Regards,
Murali



On Thu, 04 Nov 2010 10:45:34 +0530 DTHNODAL.[protected]@Airtel.in wrote
>
>
>Dear Sir,
>
>Thank you for writing to Airtel digital TV.
>
>This is with reference to your e-mail regardingset top box issue.
>
>Please accept our apologies for the inconveniencefaced by you,
>
>We would like to inform you that, your complainthas been registered. Our concerned department is currently working on theresolution of the same. We shall revert to you within 5 working days.
>
>Your Nodal Complaint No. is 97896049.
>
>It is our privilege to have you as our valuedcustomer & we look forward to a long and fruitful association withyou.
>
>Assuring you the best of our services,
>
>Regards,
>Nodal Officer
>Airtel digital TV
>

>PS: Incase you require any furtherassistance, please:
>- Email us at dthnodal.[protected]@airtel.in
>- Or call us at [protected] (toll free)/[protected]tolled)
>
>
>
>
>

>"Murali Kumar Nandini"<[protected]@rediffmail.com>
>Sent by: [protected]@rediffmail.com
11/03/2010 09:09 AM
To "dthnodal.[protected]@airtel.in" <dthnodal.[protected]@airtel.in>
cc "[protected]@airtel.in" <[protected]@airtel.in>,"[protected]@airtel.in" <[protected]@airtel.in>
Subject Worst Customer Service Experience

> PPlease do notprint this e-mail unless it is absolutely necessaryP

>

>
>
>Dear Nodal Officer,
>
>I am highly dissatisfied customer of Airtel DTH and I am writing this mailwith hope that atleast you would be taking some immediate corrective andpreventive actions.
>
>I am Airtel DTH customer ( Customer ID:[protected]) since April 2009, Ihad registered a complaint ( # 4303567) on 30th Oct 2010 withregard to issue with the STB remote control which is unresolved till thismoment however the complaint has be closed without taking any acknowledgementfrom me.
>Please find the sequence of events below
>- On 31stOct 2010 one of your service engineer visited my house and diagnosed tothe STB (It was already a replaced STB and was just 4 months old) and saidthat STB needs to be replaced and remote is working fine. He said he isnot carrying extra STBs he would replace it by end of the day, Howeverhe never turned up
>
>- Another Service Engineer(Kumar S) turned up on 1st Nov, started the diagnosis all overagain, initially said it is not an issue with STB but the remote but finallydecided that is STB issue and replaced it. After the replacement he saidthe view card has to be activated and it would take 1 hr and asked me tokeep the STB. He left his team lead ( Mahesh) number and he said that hehis number is not working
>
>- When I made a callto Mr. Mahesh after 1 hr, he said application is down and would take another3 hrs to activate it. I patiently waited till late evening and when I againreached out , instead of Mr. Mahesh one of his Colleague Mr. Chakrapanipicked up the call, instead of helping me started giving me weird explanationsthat there is process and it takes unpredictable time and asked to callback later
>
>- After this I gavea call to your customer service center and spoke to Senior Executive Mr.MahaveerVarma, who said he would ensure that a service engineer would visit andthe problem will be resolved by 2nd Nov 8.30 am.
>
>- On 2ndNov at around 9 am, I again spoke to Mr.Mahesh, he instead of appreciatingthe fact that a customer is calling for seek resolution started to talknon sense and kept saying that application is down and it would beresolved by 2 pm and when I asked is this the way you speak to a customerand asked his time to give me his superior contact number, he said he hasno superiors and if I wish to complaint and I do so with Customer care
>- Post that I spoketo Mr.Harpreet and his superior, who again promised me that my complaintwould be escalated and would be resolved in 5 hrs . They also promisedthat I will receive a call back once the problem is resolved within 5 hrsbut did not hear anything from them
>- I received a callfrom a Service Engineer in the afternoon and was asked to check if it isworking, as I was in office and there was no one at home, I checked itin the evening and found that the problem is unresolved, when I tried toreach the concern engineer his phone was switched off.
>- Post that I calledup your Call Centre and was surprised to see that the complaint has beenclosed without my consent.
>
>Based on the my experience, I have made thefollowing observations
>1. There is absolutely no waya customer can trust the entire customer service structure of Airtel. Thereis no co-ordination what so ever between Service engineer team and theCustomer Sercive Center, in fact as per Service Engineers, the CustomerService just a clueless team
>2. Though Airtel spendscrores of rupees each year to build brand, it has employed people who arenot competent enough to be in Customer facing roles and hence are justeroding the brand value each day. Please find the details of the team whicheither needs appropriate training or need to be moved out of client facingroles
>o Mr.Mahesh, Team Lead of Service Engineers: He lack the basic attitude thatis expected in service industry i.e. ablity to listen to customer beforespeaking. He thinks he is not accountable to any one and dares the customerto complaint
>o Mr.Mahaveer Varma, Sr Executive at Customer Service Center: Zero trustworthyindividual and can only give wrong assurance and mislead the Customer
>o Mr.Harpreet , Executive at Customer Service Center : Again Zero trustworthyindividual and can only give wrong assurances and mislead the Customer
>o Mr.Chakrapani: Not sure of his designation but a Clueless person who has beengiven the responsibility to receive customer calls
>As a professional organization, I hope Airtelwould look in to my complaint and take action according.
>Hoping to hear from you in 24hrs.
>
>Regards,
>Murali