Aug 05, 2010 02:51 PM
1877 Views
I have registered for a new broad band connection at chennai vide refe no:CH1062519 on 29.7.2010. The sales rep ( Ragav 9840873526) assured me that the connection will be provided within 72 hours. The connection is yet to be provided till the writing of this note. My ordeal only started now.I tried to reach the person Ragav at his number but he chose to switch off the phone.
Meanwhile one Sudakar called us from the same number and assured us that we will have connection by this evening( 5.8.2010). Since we did not see any activity to this effect. I tried to call the call center and spoke to an agent - Gomathi from 13:15 hrs. She informed me that the status is open and she is unaware as to when I will have the connection.
When I wanted a firm answer she had the gumption to abandon my call.I again called the center at 13:45 and this time as expected another agent - Mahalakshmi picked up the call. He answer as expected is the same- " I only have the status that it is open and do not know when it will be closed"When I wanted to speak to the TL she also disconnected.
I run a small consulting company and my survival depends on internet availability. With this back drop, I have following questions:1. Does Airtel consciously build a team of arrogant and indifferent people as customer care agents - Their attitude is simple " I care a hoot for the customer"2. A customer cannot escalate the call to any higher ups? - They have designed the system in such away to frustrate the customer so that the poor customer will bang his head on the wall and disconnect. - So much for empathy and creating opportunities for customers to complain.
Hopefully they do not still parrot these in their training as it is no more in their value systems.3. Do they have an escalation mechanism? - No body knows or cares for it.4. At the end of all these they still say we care for the customer:- Do they really?
As poor customer I have no other way but to publish this note in this complaints board and forward this to sites like mouthshut.com, complaints.com etc......
Balasubramanian
