Pirates of Indian customer. Review on Airtel Digital TV

The title of this review is inspired by the feelings of fellow reviewer of Airtel DTH service.

This review is in continuation of my previous review. The review is about the after-sales service and not about the product. I would have filed it as an update under the previous review. But the experience I had today was slightly different from the one I previously had. So, it demands for a new review. You can read the previous review at https://mouthshut.com/review/Airtel_DTH-194591-1.html or read in brief here:

I decided to upgrade my normal set top box(STB) to one with Digital Video Recorder(DVR) last week. I called up the Airtel customer care. I wanted to know if I can make payment on Airtel DTH site for that purpose, to which they replied in affirmative. After making the payment, I was later told that I shouldn’t have paid online and rather should have exchanged my STB from one of their DTH dealers. Shocked by their contradictory statements, I asked them to let me talk to one of their seniors. Their regional sales head named Navlika promised to take corrective action with next 48 hours and escalate the matter to her senior authorities. But the deadline was missed. Story continues…

Update 1 (as on July 06, 2010): Yet another deadline missed

I called up the customer care once more enquiring about the progress in my matter yesterday.

I patiently narrated my whole story to a guy named Shivam. Then, he puts me on hold and after waiting for 5 minutes, finally, I got some pleasant surprise.

I am told that the amount I paid will be refunded back within 24 hours and I will get the confirmation for same.

It’s been more than 24 hours; I am yet to get any sort of confirmation or refund.

Update 2 (as on July 09, 2010): Again the same bullshit talk, a lot of surprises, and broken promises

I called up the customer care this morning to inquire about the missed deadline. A guy named Salim picked up the phone. I told him the entire matter and asked why deadline for making the refund has been missed.

And here comes a ­reply ‘Sir, I would like to inform you that there is no customer complaint registered against your account’.

I was amused and shocked. How can you close the complaint without any resolution?

I told him that I registered my complaint to their regional sales head on last Friday and later, I was also promised a refund. It is just that I forgot to take the complaint number.

Before I could say anything, he said ‘Our engineer will visit your place at 4 in the evening today and upgrade your existing set top box’.

I thought my efforts have finally paid.

Just out of curiosity, I asked him if they are making exclusion in my case by accepting online payment for upgrade. He replied ‘No sir, this is always the case. You should have sufficient balance in your account for the upgrade’.

I felt beating my head against the wall.

I told him that’s what the complaint was about and again you are providing me the wrong information. He assured me that their engineer will pay visit today and there must be some confusion earlier. He even gave me the service request number this time. The number is 3254442.

Are there really two sets of people at airtel customer care: One who believes in accepting online payment for the upgrade and the other believe contrary? I think I will definitely go mad if I call them anymore.

Yet again another deadline missed, no engineer came.

I called up the customer care again. And I am now promised that their engineer will definitely come tomorrow. I am waiting against all the odds.