Airtel — complaint handling and solution

Address: Gautam Buddh Nagar, Uttar Pradesh, 201301

Website: www.airtel.in/applications/xm/MobileAppellateAuth.jsp

I have an open service request on Network issues[protected] with Airtel for over a month now since the day I ported the number to them. The matter is with Appellete Authority which just a call center with people who are just "order receivers" and don't have any authority, problem solving capability or customer service attitude (they don't respond to email or call back). They claim to be the "highest authority you can reach to". Talking to a senior person is not an option, even talking to a supervisor is a challenge because they are never there on the floor when you call them.

On Airtel website it is mentioned Mr. Navin Pathak ([protected]) as the head of NCR Apellete Authority. I tried calling the number and it goes to the call center. The email id is generic and goes to the their back office / call center. I don't understand why they have a put a name if no one can reach him. Just complying to TRAI requirement may be but they don't mean to be helpful. Basically you are throttled at a low level clerk in the call center by design. Welcome to the corruption in Private Companies in India.

The solution provided to me is that they need to setup a Tower to improve reception without any timelines, which will take at least 4 to 6 months as per my understanding. There are many interim / temporary solution available but they don't seem to be interested to provide one.

I can't port the number for 90 days and I have to wait for 90 days to escalate to TRAI. Knowing these Airtel is taking advantage of my situation.

I am really sad to see the level of customer service in our country. I am posting this with a hope that others should know about these issues and set their expectations appropriately.