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26%
1.76 

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Worst Customer Service and technical support
Sep 29, 2016 05:24 PM 7997 Views

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In one word worse service provider. I already have Airtel digital TV connection. I went to the nearby center on 27th Sep & asked for secondary connection. First they created entire new connection with new dish and without consulting they started the installation process too. When I questioned the rational for having separate dish they agreed their mistake. Later they created secondary connection with existing customer ID. In the process they didn't properly configured the plan for secondary connection.


When secondary service started, we observed that all Marathi channels are not active which is free as per my plan. I requested them to activate the channels. I have been following with all possible options of Airtel connect points viz. Retail outlet of Hiranandani, Meadows Thane, customer care and back office since 27-Sep-16. Customer Care person assured me all channels are free & it will be activated from their side. Now today is 29th Sep but still required channels are not activated. I have called customer care at least 20 times and every time different person is assuring the same. The interaction ID OR request ID from previous call does not hold any relevance. Every time the customer care person starts from beginning. I have escalated to 2 different supervisors namely Pragati and Hardeep Kaur. They too gave me interaction ID and assured that within 4 hours the services will be activated. But neither anyone called back nor my services are restored.


I also connected with back office multiple times. They are responsible for activation / top up of regional channels. They have been continuously saying there is some issue with the system due to which they are unable to top-up. But they assured that within 4 hours the services will be activated. Now after more than 56 hours the problem in their system is still there and they are unable to resolve the issue. Now they have started not attending the calls itself.


The Retail outlet is the worst touch point. They conveniently put the blame on back office and asked to connect through service center. They have messed as they have not configured properly initially our secondary plan.


This is my worst experience. Airtel is not at all competitive and will soon start losing customers to other service providers. When I compared with Tata Sky the cost is also very high. I am planning to switch the services at the earliest available option. I have already started requesting them to give back my money.


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