Airtel — broadband - non-fulfilment of commitment and not refunding my money

Address: Bangalore, Karnataka, 560035

Dear airtel team,

It is disheartening to bring to your notice that i feel duped and no one is supporting me to change this belief. The incident log is as below:

I have recently moved from rt nagar to sarjapur, suncity gloria apartments (Bangalore) and had enquired for a broadband connection with airtel. A basic response from your team took over 2 weeks. I was given great hopes of discounts and was persuaded to pay for 6 months subscription (Inr 4100 in card: details attached) and inr 100 (In cash for which no invoice or bill was given). Further to that, i was told that the installation would take place in 24 hrs.

The installation team never updated me on any progress and after repeated follow up i was given some lame excuse of cables not being available. After repeated begging and pleading, the installation team (One mr. Abhishek) said that they will come for installation on 2nd december at 10:00 am. I waited for the entire day and the team came at 6:00 pm when i had just stepped out. As though this was not ridiculous enough, i was told that the team will come on 3rd december. The team came and they kept saying that there is some "back-end" issue. The team had showed up at 10:00 am and kept me waiting till 4:00 pm after which i lost my cool because i had neither eaten nor bathed since mornong. At last i had to steely tell the team to leave my premises as they were not even taking this issue seriously.

After they had been told to leave the premises, one mr. Muthu called me up and told that he has corrected the issue and the activation can be completed in "5 minutes", but sadly i had run out of patience and also i had to leave home for some personal work.

On 5th december again, as i was on leave, i requested the team to come and do the installation and activation. This time the came at 9:45 am and sat till 2:00 pm, post which they said that they are unable to provide the connection as they do not have any other lines from which an extension can be taken. I know for a fact that the family living two flats away on the same wing and floor has airtel connection.

I told them to leave and have requested for a refund of my money inr 4200 on 5th dec. I was told that it takes max 9 working days. We are today at 20th december and i feel terribly agitated about the fact that your company has provided me neither a connection nor a refund.

Please consider this as my first and final written request for my money. Beyond this i will have to approach a consumer court. I want a response and a refund within 48hrs.

Few points that i'd like to highlight here are:

A) request you to please ask your advertising team to stop airing misleading ads of amazing network. Your network is pathetic. Please invest in bettering the network instead of investing in falsified propaganda.

B) please ask your on-ground team to be more professional in respecting people's time and their commitment. Your team. Is neither competent nor empathetic. They are just pathetic.

C) when your team gives a commitment, please educate them to stand by it and provide updates from time to time. The biggest issue us that after a customer has paid up, she/he is treated worse than trash. One has to follow up to know of progress regarding a service that they have already paid for??? Don't you think this is ridiculous?

D) please instill some basic integrity in your team as the airtel team clearly seems to be lacking this one factor. Commitments made by you are never honored.

As a concluding line, i'd just want to say that customers pay through their nose for your high charges compared to your competitors because they expect better service. If this is not respected, then you will lose your customers to the competition. I'm sure that's very basic knowledge. Please remember that mightiest of companies have been ruined because of their arrogance towards customers. I hope the same doesn't happen to your company.

Please act on my complain and refund my money. Also, please try to improve the general quality of your services.

Regards,
Mathew joseph