Jun 18, 2009 01:19 PM
4198 Views
(Updated Oct 22, 2009 01:49 PM)
The Genesis: I am using Airtel mobile connection no 9818180683 for more than 5-6 years despite of whatever service provided by them. As I am using this number for more than 5-6 years, the number is became more important than service. The mobile is largely used for official purpose for Delhi Government.
The incidence: On June 4, 2009, I lost my mobile while going to office at Delhi Secretariat. I was able to block my Airtel SIM for stopping its illegal use after lots of efforts with Airtel as there is no single contact point for this purpose. I reported the incidence in IP Estate Police Station on June 4, 2009. Airtel advised me that I could get another SIM from any Airtel center in Delhi.
On June 6, 2009, I approached to Ajmal Khan Park, Karol Bagh Center of Airtel for getting the SIM Card. I was asked to produce the identity proof and to sign on a form. As there is no photo copy facility there at center, I was advised to get the photocopy of identity proof from nearby photocopy shop. I promptly went there and got the copy of my Voter ID as identity proof. I was asked to make the payment of Rs. 75/- for the SIM card and I was asked to sign on the copy of the identity proof. After getting all formalities, I finally got the SIM with the assurance to activate it in next four hours.
After complete one day, I again requested Airtel to kindly activate my SIM card. After asking all same questions in the name of security, they finally activated my SIM card. I thought that my bad days in communications were over.
I was wrong. After few days, I got an SMS that I have NOT submitted my identity proof and therefore in 72 hours my services will be closed if the same is not submitted. I wasted again few hours to contact to Airtel call center and I asked the person there that I had already submitted my paper and only after that I could collect my SIM. I tried to convince him that “As per your company policy also, you do not issue SIM without identity proof. Do you?” He assured me that there may be some delay from office and my connection will continue to function.
After 2-3 days, on June 11, 2009, while I was yet to make a very important official call to Hyderabad, I was informed that my outgoing calls have been blocked. That damaged my image in front of senior most officers of Delhi Government. Dealing with most inefficient call centers of Airtel, I could not connect to them at all. Next day, early in the morning, I could get to call center just to hear that I have NOT submitted my identity proof and therefore blocking my outgoing calls by Airtel punishes me for none of my fault.
I could not talk to my sick mother. I was required to talk to her urgently. My family was to leave to Jhansi to see my mother. I had no way to contact them in between. In this situation, I had to contact the grievance cell of Airtel. They in return informed that an executive will come and collect my identity proof and them my connection will be up and running. I am not able to understand that. There is no date and time mentioned in the communication. It means that I have to keep on waiting indefinitely for an “executive” who come and collects my identity proof.
There might be many ways to sort out the small issue of not reaching the ID proof. But Airtel preferred to take the extreme step first. For an efficient management, it could be matter of few minutes to sort out.
I also wrote a complaint to the Telecom Authorities. I hope, they will also take an action. I would like to bring this inhuman face of Airtel where they are merciless. To cover up, their faults, they simply harasses clients because they have power to “Block” or “Cut” the connection. In this age of communication, this is no less crime.
On one hand, they promised to send executive to collect my ID proof again, on other hand, Airtel suddenly blocked my SIM completely on Jun 15, 2009. That time, I was boarding in train to visit my sick mother in Jhansi. There was complete communication blackout for me. I was not able to communicate any one. This is highest degree of harassment of customer just to cover up their faults in system. Till writing this letter, my SIM is completely un-functional and I am only communicating through e-mail.
I seek your support to expose the malfunctioning of Airtel towards media and to consumer forums.
