Jul 25, 2012 11:29 PM
2447 Views
For past six months I am having an intermittent disconnection issues and every time I log a ticket I get an assurance that “my issue will be resolved within xx time” but every time the ticket is closed without resolution and in closure report is same for all “engineer visited customer place” what happened after that and was the issue resolved or not! is not important. the important part is engineer visited the customers place!
To add insult to injury…
Yesterday(22nd July) I experienced the height of Airtel’s “professionalism” when the technician(Vasu) who came to my place to fix the issue “Advised me “to get the line disconnected as the issue will remain as is ….
Now if the team is not qualified enough that they can resolve issues why I was not told on the very first day? Why it took nearly six months for your team to gather enough courage to accept the fact that they are incapable …is it a strategy.or a simple lack of leadership capability to find the guys with required skill set and right attitude…
I made the technician speak to the 198 guy “Mayur” and Mayur asked that guy to leave and promised me that another technician will visit my place and “Will resolve the issue today”…I waited till 9oclock but no one turned up.I called back the 198 team again and asked for a manager(this time I raised my voice and shouted on the guys).I was transferred to Gaurav Srivastav (floor manager) and he gave his word that the “issue will be resolved tomorrow(23rd July)and he will personally follow up the issue.
As I expected no one called or visited my place to check the issue.I called the 198 team on the morning of 23rd July to check the status and I was told that the issue will be resolved by 4oclock …
I waited till 4oclock and as expected no one turned up.I called back 198 and was told that the SLA of the ticket has been updated to 23rd July 2012.! and upon asking question I was transferred to supervisor “Faizam” .Faizam told me that the” backend team is checking the fault and is trying to fix it”.What is the fault and what is that they are trying to do is a mystery…and the good part is though you have a “follow up team” but very conveniently they forgot to call me… only after arguing with Faizam and holding the line for “ransom”(1 hr 10 mins) an engineer visited my place to check the issue and I was told the issue is due to “faulty Router” and because my connection is more than an yr old it is my responsibility to get it replaced….
WOW …it took them six months to find the root cause and the root cause falls under “customer’s responsibility”
Making big promises in TV ads don’t make you a leader… you really want people to respect you and your company you have to work for it…
Let me ask you this questions how many times you have got the tickets audited or have collected customer’s feedback to find out the health of your services …I will not be surprised that this would have never occurred to you…this is what I call “incapable leadership”
PS: I am writing this email after waiting for six months, logging at least 10 tickets and, speaking N number of people across departments and believe me no one have the zeal to help the end user “expect some guys in Bhopal call center”
Thanks
Prakash Raghavan
