Jan 03, 2017 12:48 PM
32899 Views
We are customers who currently use your 4G router and have a 40 Mbps, 100 GB plan. For the better part of the last two weeks we have been receiving no internet connection and have made several serious complaints.
This has been our airtel experience:
1) After three days of no internet we made an online complaint.
2) In response to that complaint, a Mr Krishnappa(we are unsure of the name, but I assume you at the very least keep records?), from your technical team visited our residence on the 23rd. He spent at most five minutes in our house and informed us that the 4G coverage in the area was down and that nothing was wrong with our router. He assured us that the coverage would be back again in three days. We also asked if an alternative internet connection would be provided during this period and he promised to mention this in his report.
3) After three days, we had not been contacted by airtel and the internet was not back. We therefore visited the airtel store at Arekere, Bannerghatta Road. The service person there showed us Mr Krishnappa's report where he has not mentioned anything about an alternative internet connection and has reported that the 4G coverage in the area is fine. Your technician lied to us and kept us waiting for three days. We would like to know what steps are being taken against such frankly disgusting behavior on his part.
4) The service person at the Arekere office suggested that we take our device to the Jayadeva Office for servicing. We went there that same day. When we reached one of the service technicians, he spent a little over a minute with us and brushed off our attempts to explain the issue. He told us we would need to change our SIM card and sent us back home to get the required documents.
5) The next day we visited your Arekere office with the required documents and received a new SIM card. We were told that this card would be activated in four hours.
6) After four hours we still did not receive any internet service. I therefore looked up the number of the Bannerghatta Road office to inquire if they had indeed activated the SIM card.
7) Nobody picked up the phone four times. At the fifth try a man answered the phone. He said that he had left Bangalore and taken the centres mobile phone with him. He told me he would not be able to help me. I asked for a way to contact the service centre. He told me there was no other number and asked me to visit the service centre. He was extremely rude and arrogant. He had the audacity to laugh at me when I said I would complain. He refused to give me his name but the number is 09741380438. I expect stern action to be taken against him but I have very little hope. Your own employees seem to be secure in the knowledge that your company is so inefficient that no complaint will be addressed.
8) Since I was receiving no service from any of your centres I called 18001030405 to ask for tech support. They were extremely helpful, but despite trying their best they were unable to fix the device. They then registered a complaint and said they would arrange for a callback. I also complained on facebook. They too responded and asked for my number but have not called since.
9) The next day I still received no callback from airtel so I called 18001030405. The woman there assured me that they would arrange for a call back this time. To be fair to her, someone did call back that evening. They assured me they would assist me but once again refused to give me a number at which to call them back. This has been typical of airtel, you'll refuse to give us a number at which we can contact someone and hold them responsible. As a result, noone is taking accountability for this complaint and everytime we have to explain ourselves to a different person.
10) Yesterday my father received a phone call from a technician who said he would visit today. Since he worked for airtel he naturally refused to give us his contact details. And as per your company standards, he has failed to contact us. I suppose you expect us to wait all day for your person to surprise us with a visit. I assure you we did not mean to celebrate the new year with your technician.
11) We have also called your service centre again, and got the number of your appellate Mr Manikandhan. We phoned him and were told that he is on holiday over the weekend. It seems so typical of your wonderful company that you'll are away on holiday while we suffer.
My experience with Airtel has been that the arrogance of your support staff is unbelievable. At this point it seems it would be more convenient to take you'll to court. In typical Airtel fashion you'll will no doubt charge us for the full month and refuse to take any late payments. In Airtel, it seems the customers are held to a high standard that in other companies is reserved for the employees. You'll have a truly unique working model.
