Airtel - Very poor Customer Service. Review on Airtel Mobile Operator

Does anybody remember Skycell. Well Skycell is known has Airtel now. I am mentioning this because I have been using their service right form the beginning when they were known has skycell may be for around 6 years I think. In the beginning they had wonderful service though their rates were exhobirant at that time (but there were not may players at that time). Once their rates came down so did their service also.

In Chennai out of 20 one would be having an airtel connection. They have a large network of shops (or should I call it an office) in all parts of chennai. But of late their service has detracted to a large extent. If you visit their office in Chennai (any branch) you must have noticed that in many branches they would have put a chair made out of iron with no cushion in it. That iron chair would be in a kind of cylindrical shape, which would make it very uncomfortable to sit for a while. But the people working there use excellent executive chairs. I believe the customers are given these iron chairs so that they do not take up airtel peoples time. So much for customer service.

I went for a plan change and filled up the application for the respective plan and handed it over to the concerned Customer Service Personnel (that is what they call themselves). I asked for an acknowledgment and the lady (the Customer Service Personnel) seemed to be upset and told me curtly that the plan would be changed in my next bill (well getting the bill promptly every month is another story).

Voila!!! the bill to my surprise was promptly delivered at my house minus the plan change I had gone for. I immediately took it to the Airtel office and showed it to the lady (the Customer Service Personnel). She took a look at the bill and stared at me blankly and did something in her computer and told me that the plan would be effected from that day and she has sent a complaint to her higher officials for not adhering to change of plan earlier.

I was obviously angry and asked for her Manager. The Manager curtly told me that I should have faxed the plan change to their office. I told him to be reasonable, as I had come down all the way and filled up the application for the plan change, but still he insisted that I fax the plan change.

As the plan change was not effected that month I had to pay up the same amount and have to wait for the plan change to take place next month (hopefully). Airtel customer support is getting worst. Their network coverage is ok. Though in Highways you tend to drop calls. But if they do not mend their customer service they would certainly lose good customers.