Disgusting Airtel Service
Jaya
Hello,
On 27th March I put forward my request to shift the landline connection (0124-4040555) from A-74 Regency Park-1, DLF, Gurgaon to A-241 Regency Park-1, that is same building but different floor. 90% of RP-1 residents have Airtel connection. I spoke to support executive Rajeev and he immediately mentioned that the shifting will happen on 28th March. Being a working woman I requested that 28th March would not be feasible and instead requested that it be shifted on 30th of March, the day I was shifted the apartment and also happened to be on leave. Rajeev promised that by 11 am on 30th March the land line will be shifted positively. I had also requested that since I am doing thesis I need the internet connection constantly and so by 30th the landline connection must be shifted. The Service Reference Number given to me was 103410. He also asked me whether I approved of his method of handling my request and I responded positively.
Till 1 pm (30th March) none turned up. I called the customer support and spoke to a lady executive ( I do not recollect her name). I am sure this call can be traced because each time one connects to customer support the recorded message mentions that the call is being recorded for audit and training purpose. Therefore calls made to support on 30th of March from 120-4040555 after 1 pm can be traced easily. This lady conveyed that the shifting will happen only after 5th of April as it is handled by the backend staff. Whatever it meant I do not know. Did Rajeev not know this? Why did he promise what he could not deliver? I was furious with the lady and she had a fixed response “ I understand your problem”. I wanted to speak to her Manager and she refused to connect me.
I redialed support and spoke to Shalini at 1:40 pm on 30th March. She too “understood my problem”. Said Airtel does not have the facility to connect customer calls to the Manager. Took my cell and landline number with a promise that she will call back from her end and connect me to her Manager – Vikrant. Today is 2nd of April and I am still waiting for the call. At 2pm the same day I redialed support and spoke to Pramod. The saddest part is each time you connect to support you HAVE to repeat the problem! Pramod made me hold so that he could connect me to his Manager. I held on for 12 minutes but in vain. How can two support people have different connections? One says she cannot connect to her Manager while the other makes me hold and disappears?
As mentioned in the telephone I tried calling the Nodal office – 011-41614777 this was continuously engaged. Why are such numbers provided when it is not possible to connect to such numbers?
I next tried the Appellate Office- 011-41614690. The recorded message mentioned that my call is being transferred to another number. The ‘another’ number nobody bothered to attend. This went on for 30 minutes and I finally gave up.
So far my phone has not been shifted nor am I interested in Airtel connection any more.
I now request that the Airtel landline that I have been using for 4 years (formerly it was owned by Touchtel) and never defaulted in my payments to be disconnected. New tenants have moved to A74 and I will not be liable to pay the charges for calls made after 30th of March. If this is the service that is provided to a customer of four years I definitely do not want such a service. I would also like to request that the deposit be refunded asap.
What could have been done in minutes has not been taken care of even after 7 days. The Airtel cables and the connection exists in each apartment in RP-1. The lineman has to simply disable the old line and activate the new line but it has NOT been done.
To me this is height of inefficiency on part of Airtel Customer Support.
Jaya Ghosh