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EXTREME HARASSMENT FROM AIRTEL DTH STAFF PUNJAB
May 01, 2018 10:32 AM 16082 Views

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I am writing this message to bring in writing the extortionist tactics applied by Airtel DTH and its support staff as well as channel partners thereby causing extreme harassment to the customer(My Customer ID – 3002245812; Place Mohali - Punjab).


24/April/2018 - Got call from Airtel DTH customer care(SERVICE REQUEST NUMBER: 73688778) offering me upgrade to Airtel Internet TV Set top box along with a years subscription(Al SD & HD Channels) plus some other freebies all for a price of RS. 5800. I agreed to the said terms. I was promised that the installation will be done within 12 hours. I contacted the engineer assigned(Ranbir Singh – 8594) but he was not aware of the offer and told that he will get back with details.


25/April/2018 - After waiting for 24 hours and still not getting any reply/explanation I called up customer care to check the status. They again confirmed the terms and price of the offer and regretted the delay from their end.


27/April/2018 - After waiting for 2 more days I again contacted your service engineer Ranbir Singh at which point he gave me the number of his Airtel office situated in Sector 82 Mohali(Chandigarh). I called up the office number(990) where the lady told me that they will install it shortly. However like all events on the preceding days it also turned out to be a hollow promise and again nothing happened. This inspite of reminding them that 27 April was the last day of my pack and that my services will stop after that day. However true to Airtel's WORST SERVICE STANDARDS nothing was done and my services stopped.


I would again mention that during all this time I was contacting Airtel Customer care everyday to get the things moving. However nothing happened.


29/April/2018 - On 29 April after too many followups and no help from Airtel I was able to convince them to install the internet TV at my place. The engineer installed the internet TV after which I recharged my account with Rs. 5825. The engineer called his Sector 82 Mohali office to activate the pack and told me that all is good now and that internet TV will upgrade in sometime and services will resume. He said that his job is done and went away without bothering at all to check whether my services have started or not. Now an hour passed and then two, three and four and I was frantically calling your Sector 82 office to get the status of my package activation. They kept lying that it sometimes takes a long time to activate.


In the meantime, I noticed that my balance was also being shown as Rs. -670(Negative Rs. 670). When I inquired your sector 82 office regarding this they said that by mistake they have recharged the package costing Rs. 6496 due to which my balance became negative and hence services cannot be restarted. When I protested with them on this goofup they assured me that they have already spoken to higher-ups in Airtel as well as sent an email and a solution will get generated within 4 hours. However needless to say nothing of that sort happened OR they simply lied to me. I lodged my protest with Airtel on 29 April(Reference No: 73903416) and was promised a quick solution. However again nothing happened.


30/April/2018 - On top of that Airtel Engineer visited our home and tried to take airtel internet TV box and tried to install an old airtel set top box on the directions of Airtel's Sector 82 office. Clearly, they are trying to cover up their mistake but it was a very serious situation when without our permission you try to change the box. We immediately told the engineer to go back and not change the set-top box.


Now Even after a week of trying and running from pillar to post I had to again spend the whole day(30th April) calling to Airtel DTH customer care during which I was given different statements by Airtel Representative as well as their seniors.


Some of the statements were as follows:


• We agree that you were promised Rs. 5800 and there has been a fault at Airtel's end and we will rectify it by 4:35 PM in the evening.


• We agree that you were promised Rs. 5800 and there has been a fault at Airtel's end and the service request was to be completed by 4:35 PM in the evening but it is still open and will take another 2 hours to close after a positive resolution.


• We agree that you were promised Rs. 5800 and there has been a fault at Airtel's end but because there was a delay in installation and on 29th i.e. the day of installation the package price was hiked to Rs. 6496 hence the balance became negative and hence the services could not get activated.


• However if I can recharge with more amount so that my balance becomes from Negative to positive my services will resume(I declined to recharge with anymore amount because I have already done everything and more of what was expected of me).


• And now the most brazen Response from Airtel customer service since evening of 30 April 2018: However airtel is in no way liable for my suffering and I have to recharge with more amount so that my balance becomes from Negative to positive and then and only then my services will resume(I declined to recharge with anymore amount because I have already done everything and more of what was expected of me and I will not let Airtel extort any more amount from me).


Now there are a few questions:




  1. Does Airtel DTH provides any service and honors its packs after the customer purchases them?




  2. Does Airtel DTH have any policy to revert any mistake at its end so that there is no pain/unnecessary trouble to the customer?




  3. Is Airtel DTH in the service industry? THE ANSWER IS NO.






The biggest question is how can you take money from the customer that you promised and then deny giving them any service. This is purely the behavior of a company which has a habit of indulging in extortion by fleecing customer and then declining to provide any service. Add to that the harassment the customer faces at the hands of your customer care executives/managers, your installation office staff and your engineers as well as the shabby service that you provide it results in a harrowing experience.


I have plainly declined to recharge with any more amount because this is completely Airtel's fault and they need to rectify it. On top of that even after recharging with the desired amount no service has been provided to me for 3 days now.


What I want is:




  1. An unconditional written apology from Airtel.




  2. Restart of my pack with full-year validity and compensation for these 3 lost days as well as the deficiency in service due to which you have caused me so much mental agony and high stress.






If I don't get a complete resolution from Airtel DTH on all the above points I am going to file an FIR against all concerned as well as take you to court to get justice.


Considering the events of the past few days I am Not hoping for any positive action from Airtel's side but still writing in to put all facts across to you so that it should be clear that I have done everything on the right side of law to get what is rightfully mine but Airtel has refused to give me the services it promised and has run away with my money.


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