Airtel — VERY VERY POOR QUALITY

Address:

Bangalore, Karnataka

Hello Sir


I used to believe that Airtel was the best service provider and I used to tell this to my friends and peers. But it seems this is my unfortunate luck that I have bought the DTH Connection of Airtel.

I encountered this poor service and came to know about the low Quality support level when I am trying to shift my pace and facing such inconvenience from your end while doing so.


I raised a request on Thursday (30/05/2013) morning for the de-installation of the airtel DTH for the house shift that I had planned for Saturday. The service engineer raised a request for the same and updated me the status that the engineer will come to visit my old premises tomorrow (Friday) by 4 PM.
I waited and waited, I re-called for the status update. And now I was notified that the engineer will come at 5:00 PM Friday. I waited again but no one called. I recalled the Airtel DTH call center and was updated once more that the engineer will come very soon as your call has been escalated.
Then I received a Message that the issue has been resolved. However no engineer came for the de-installation and hence no issue was resolved.
I called again the next morning, on Saturday at 8:00 AM and I was informed the service request has been CLOSED. That was simply WOW!!!
I asked for the call to be escalated and the escalation team assured me that they will get an engineer within 4 hours. They even gave me the contact no. of the engineer ....but that was always unreachable.
I waited for the DTH engineer to come and de-install before I move out of my old place. But NO one ever came.
Now I have reached my new location and then Once again I called the DTH call center and they promised me that this time they will surely get an engineer assigned.
The engineer called me and said he needs 125 /- for the de-installation. As I have already moved my place I asked him to perform the de-installation and then the re-installation and then I can pay him here for both. But he had his own excuses as he can't come to this place as it does not come in his Zone. When I earlier placed the initial call I was informed that the engineer who comes for the de-installation will also perform the re-installation. And now I came to know it isn't what you promise or tell the customer.

I request you to please tell what is under your limits and just not give false promises.


****Please note this I have changed my place and I can't go back there for the de-installation. It was a mistake from your end that you couldn't provide me an engineer when I wanted even after my repetitive reminders. Now it is your responsibility to a single engineer who can de-install bring the connection to my new pace for the re-installation. At least you can do this much for a customer satisfaction.


The best thing to tell you is that while I am drafting the email, I got a MSG again from Airtel that my issue has been resolved and hence asked for a Satisfaction survey. And as you know there has been “NO” resolution of the issue till now. What do you suppose I should give in for the survey?



Thanks and Regards
Aaushi Kumar
DTH ID:[protected]