Apr 17, 2009 02:19 PM
2864 Views
I have a specific experience to observe that AirTel's digital TV's customer service is really bad and sucks. This is mainly due to an inexperienced customer care team that is supported by inadequate IT infrastructure.
Here is the story.
I relocated my residence from Hyderabad to Bangalore in the last week of March, 2009.
AirTel's customer care was prompt to uninstall the dish at my Hyderabad address on 27th March, 2009.
On 8th April, 2009, I informed AirTel's customer care about my new address in Bangalore, and requested them to reinstall the dish. That was the beginning of an endless story, that is grueling, and sucks a customer's patience and goodwill.
When I first called their customer care, I was given an appointment for their service engineer to reinstall the dish. He does not turn up. You try second time. The same story repeats once again. And you keep calling the customer care. And the same keep repeating endlessly. I gave up after being promised 6 or 7 times.
This meant that I called them more than 30 times, and encountered 30 anonymous warm blooded human beings, to console me because I have a complaint. It was irritating to repeat giving the account of the complaint for each of these 30 human beings. Each of them promises that the complaint will be resolved, if I am patient with him or her. But nothing happens.
I also escalated the issue to the senior management. Nothing happens. A manager takes the call twice to answer to my complaint on two occasions. But, third time, he wont take the call.
Their problem is, untrained team and inadequate IT system to maintain and track customer complaints. Their call centre is just useless, if you have problem for which some information is wrong in their records, because their personnel did some goof.
I am yet to find a resolution from these folks. But I am really sick of calling them.
