This review is about my interaction
with Airtel customer care repres, I have no complaints about the
service. Service is comparatively better, But Customer service is very very bad!
BAD is not the word. First point of
contact for any service is a Customer Service representative. And you think
that you are talking to Airtel when you are connected to a Customer Service
Rep. The one who answers your query on behalf of Airtel, on the whole
represents Airtel.
I had a very bad agent over the
phone who gave me a hard time and in turn I wanted to escalate the issue. I did
talk a supervisor and I am waiting for feedback. So, I thought of attaching the
letter in Mouth shut which I sent to Airtel, which explains the situation on
the whole. I shall be updating this review as it goes on.
The following is the email that I sent to Airtel Customer Care people !
06-01-2007 - 10:56 PM IST
From,
Jai Ganesh,
Mobile Number: 9900388744,
BTM Layout,
Bangalore.
To,
All the TOP GUNS in Airtel,
Bangalore.
Subject : Feedback regarding worst customer experience with your Agent.
I happen to call your Contact Center to find out my account number as I was
going to make a payment online. Forgot to mention, I was a defaulter for the
month of Jan, 2007. My last date for the bill dated 21-12-2206 was on
05-01-2007, and I called this rep on 06-01-2007 by 08:10 PM IST.
I was connected to a service rep in no time (really appreciated) named
Venkatesh Selvam. I let him know the query about my account number. I had
clearly mentioned to him that " I am making an Online Payment and I need to know
the account number ". He did mention the account number, it was XXX-XXXXXXX.
As I was in my online bankers bill payment page, I was skeptical about
entering the "-" (Dash) between the numbers. I wanted to reconfirm and asked
Mr.Venkatesh Selvam should I enter the "-"(Dash). I got an immediate response
from Mr.Venkatesh Selvam (rocket scientist) stating that "sir try once with
"-"(Dash) between the numbers and once without "-"(Dash) between the numbers".
Why on earth would I make 2 payments to Airtel?, Mind you GUNS, any 1 is more
than scared to do online transactions, these days. I knew that this guy was not
going accomplish my queries. He had such a fake accent ( Trying to roll his
"R"'s and "T"'s and evidently it rolled out like ( I bet you don't want to
hear), which was making me very uncomfortable, after all he is talking to an
Indian Customer Wala ! Now, I asked Mr.Venkatesh, "How long would it take to
show up on your account? ", and he replied that "IMMEDIATE Sir". I was happy
then. Clicked the confirm payments for 1160 INR. (Encl Screen shot for
confirmation).
As I wanted to cross check if they payments were made or not, Mr.Venkatesh
Selvam asked me for the transaction reference number. I did provide him with the
transaction number. And after this, we get to the real conversation. I was
politely explaining the situation, Here is how it goes. " I do apologize, I do
pay my bills on time, evidently I forgot to pay the bill for airtel this month.
I have been an airtel customer for almost 1 year ( Airtel Land Line), and I pay
my bills for my land line some where before 15th of every month". As well I did
mention to Mr.Venkatesh Selvam, that " my salary comes in every month on the 7th
and it would really favor me if the last date for payments fall on 15 or atleast
11th of every month". Also I explained to Mr.Venkatesh Selvam that " i sent an
email last month after taking to a XYZ rep and I was asked to send an email to
121@XYZ.com, about change in my bill pay date".
Also told him that "i did not get any reply from yourside." Mr.Venkatesh Selvam,
rolling his "R"'s and "T"'s mentioned that "we don't have any thing here". I
questioned him back, " What do you mean by that? ". he reverted that, he does
not see any mail conversations or requests in his compost super computer. And
from here I am a irate customer. (Going Forward Mr.Venkatesh would be referred
as Round the Bend MONKEY). Now, Round the Bend Monkey, started explaining to me
about my connection type (Corporate), and giving me lectures about Electronic
Fund transfer, standing instructions ( Please ! I graduated from University of
Western Sydney, Hawkesbury) and the dates for it, which was not related to my
former question. I said forget it.
Now Round the Bend Monkey did not like my attitude and so did i. I did' not
want to talk to him no more and asked him very politely, about his supervisor's
name. He replied that her name was " ELLA". I thanked Round the Bend Monkey and
asked him to transfer the call to "ELLA". Round the Bend Monkey replied me that
sup is not available. I asked him for an another supervisor. All hell broke
loose here... He wont let me talk and wants a GENUINE F REASON to transfer the
call to his sup. Wont listen to me, wont agree to me, wont comprehend what ever
i say. He would raise his damn voice, (again rolling his "R"'s and "T"'s, not it
turned to be more than awkward accent! ), Monkey just wanted to get rid of me,
and drove me to a point where I would give up and hang up the call. Well, I kept
my cool in place and asked him to transfer the call to the supervisor. I did
mention, " I BEG U", please transfer this call to supervisor". Now this son of a
damn gun wants a genuine 100% ISI FUBAR reason to transfer the call.
Continued in comments - as my review has exceeded 7500 Characters.
