Aug 14, 2011 06:37 PM
1800 Views
(Updated Nov 25, 2011 12:49 PM)
I have been using Airtel ADSL (broadband) since early 2008. Undoubtedly it's still the best in NCR, that is if you count the connection speed and speed reliability only.
But it's Deteriorating day by day. Believe me it was not like that 3 years back. I had initially taken 256kbps unlimited plan and now I am using the 2 mbps one.
Things have changed in Airtel a lot. The support has gone from good to one of the worst** possible ever.
I had changed my residence (in NCR from Noida to Vaishali only) and had logged a call with Airtel about the same.... I had called them nearly 10 days before I actually shifted to my new residence, the customer care person told me to call back before 3 days as it now takes Airtel only 3 days to shift a connection to a new address (I had requested him to log the call and mention the shifting date.. he said not possible).
I called again 3 days before shifting and I was told that it would be done within 3 days.. so far good (I mean the 2 customer care personnel I had called did not give me 2 different versions for the same query) the day I shifted. I was surprised to see a airtel line-man at my door steps and he did the cabling, that very day good eh? Now I get to see the true colour.
The cabling was done airtel gave me call and said that the connection will be complete by the next day and then 7 days passed only few things were repetitive.. me calling airtel customer care... talking to different personnel, noting down different complaint/service request numbers (I was given 2 different complaint nos. the same day), false/vague** promises of call backs from backend and technical teams (none came by).
Even when I told them that I was supposed to get a call back, I always got the reply “We do not arrange call backs Sir!!” I reminded the person that I was promised one from someone from the same department... quick came the ballast answer, “He/she must not be aware that we have stopped call backs as a policy”** I remember once I was told by a very rude lady, who was not at all... well I say was not at all comfortable with speaking in English said, “Apko yebhi nhi pata ki NCR me line transfer ke liye 10 din lagta hai?” strange eh... Let’s move on… 15 days and still no one turns up…
Finally I went to the Airtel so called personal relationship centre…. The guy there says “Sir ye customer care wale aisehi hote hain.. aap ek nodal officer ko email karo.. 1 din ke andar kaam na bane.. mai apke ghar ata hoon.. aap existing connection ko cancel kar dena and new conn form bhar dena.. 2 din me ho jayga”…. hmmmm I could not believe… what the guy just told me…. sent email to nodal officer, got no reply. The next day called customer care and requested for connection cancellation…. within half an hour filled up a new conn form... and to my surprise… I was happily connected to internet within 3 days of filling up the new conn. form…. DUMB FOUNDED** …….
Well had another ordeal with airtel customer care.
I received an email this time(on 6th June 2011) for plan upgradation to 2mbps at 999. I called customer care immediately they said it can be only done over email not by phone. Sent them an email, quick came a call. Sir when did you receive the email for plan upgradation (I had replied to their email with history below!)? Well they said it would be done in the coming billing cycle (11th June for me).12th June I called, as I still got the old speed (512kbps) again came the reply. “Since plan upgradation takes 7 working days it would be done on next billing cycle.” I admit that I had lost it then. I gave them a blast. After giving them a mouthful the customer care personal registered a complaint.
I sent an email to Nodal officer and got a reply that it would be done in 2 days, 5 days later I get the same speed a tech guy visited me on the basis of a complaint logged from Nodal office** for me no use the cust care people did budge (I guess.. Nodal office does not hold much value to cust care guys. At least they are not afraid of them or it can be a show stunt from nodal office). Finally got the 2mpbs speed on 8th July (not my billing date) and as usual was charged a bit more than should have been.
One final issue with Airtel (will not bore mouthshut readers to hell). Airtel says that I will get 2mbps till 10gb and after that 256kbps till next billing cycle…the reason they say is security and govt. norms. But there are plans with 40gb and even 75gb and 150gb data download limits (check links below).
Airtel thinks security threats vanish if you pay more. Bulls reasons
https://airtel.in/wps/wcm/connect/airtel.in/airtel.in/home/forme_newuser/broadb
and+and+fixed+Line/broadband/tariffs/
But you know guys sadly there is not another competitor in NCR to match Airtel and this makes them more monopolistic, they think themselves as OMNIPOTENT.*
I think TRAI or I&B ministry should take some strong steps to control these.
