Jul 04, 2010 11:01 PM
2360 Views
(Updated Nov 20, 2010 08:57 PM)
I have been an existing customer of Airtel DTH service for the last 6 months. My customer id is 3003113260. I had been confident of Airtel services so much so that I wanted everything Airtel, be it broadband, mobile or DTH .But this incident has made a dent in my trust and I am now wary of Airtel.
I decided to upgrade my normal set top box(STB) to one with Digital Video Recorder(DVR) STB last week. Being in an MNC job doesn’t leave you with the privilege of catching your favorite programs at will. That’s when I thought of upgrading to Digital video recorder STB. I could then record my favorite programs from anywhere.
So, I called up the Airtel customer care. A lady named Sharie picks up the phone. I told her that I want to upgrade my STB to one with Digital Video Recorder and if it is possible to install by next day. She told me that I would be required to pay Rs 6990 and I will get Rs 1000 as cash back in my digital TV account.
But she was wrong since I had checked Airtel DTH site for upgrade plan. It would have cost me Rs 5490 with Rs 500 as cash back in my digital TV account. I asked her to get her facts right. So, she puts me on hold and after a minute or so return with a reply that I was correct.
I then asked her if it is possible to make the payment, in this regard, online on Airtel DTH site. She told me that I can pay online for that. That’s when trouble started. I then asked her if she can book the slot for upgrade installation for the next day. She told me that she would be able to so once I make the payment.
So, I went to the Airtel site and recharged my account by Rs 5490.
I called up the customer care again an hour later to book the slot for upgrade. This time, a guy picked up the phone. I told him that I wanted to book the slot for the upgrade installation and I have made the payment for same online. He, then, forwarded my call to sales department. I told the same thing to sales guy.
Now here comes a shocker. Their sales guy informed me that I would be required to exchange my normal Airtel STB with Digital Video Recorder STB from any of their DTH dealer and make payment to them only. And he continued that I shouldn’t have recharged my account online for the same.
What is this bullshit!? I was taken aback by surprise. Thoughts of fighting long battles with Airtel were coming in my mind.
I told him that it was one of his colleagues who told me to make the payment online, only an hour ago. I had specifically called the customer care earlier enquiring about the payment option. And as such I have made the payment of Rs 5490 online.
I was then told that I needn’t worry for this amount can be used for subsequent package recharges. But I would be still required to buy DVR STB from any of their Airtel DTH dealer. I asked him, where do I get another Rs 5490 from? To which comes his pat reply ‘I understand your problem but there is nothing I can do for you in this regard’. I then asked why was I provided the wrong information in the first place. Comes again the same pat reply ‘I understand your problem but there is nothing I can do for you in this regard’.
I said I want my Rs 5490 back, but was told that it is not possible to revert back the payment. I was struck. Seeing no point in arguing with this guy, I asked him to forward the call to his senior.
After being put up on hold for more than 20 minutes, a lady named Navlika picks up the phone. She enquired about the name of girl who gave me the wrong information. She promised me to escalate the matter to his senior authorities and come back with some resolution in next 48 hours. It’s been 48 hours now, but I am yet to hear anything from their side. Hadn’t I checked the Airtel site for upgrade plan, I would have paid Rs 6990. I am wondering what’s the point of customer care, when it can’t provide correct information.
I have made up my mind to discontinue Airtel DTH, if my problem is not resolved soon. I would like to hear what else can I do from fellow mouthshut members?
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