Location/place: Chennai
Name of company/service: Airtel
I walked in to Airtel store located at Adayar (opposite to Adayar Anandhabhavan, Adayar, Chennai) on Monday (7 Jan 2013). I was waiting in queue for my turn, the agent was not bothered to look at me, I asked him I want to convert from post paid to pre paid and what need to be done on that. He asked me to get the xerox copy of my id proof. I asked him don’t you have a facility here. He told it is not working. The power was not there and I walked nearly 700 meters to get the copy. I came back and asked again. He didn’t listen, again I asked him. Then he asked me to take the token ( I believe the token number was 43) . I was waiting for my turn, nobody didn’t called me for 15 minutes. I walked in to another agent and asked are you going to call my token number, she told me we called your number and now it is 48 now ( I was sitting 2 meters away them and I didn’t notice any announcement and later I found a small 17 inch monitor displaying the token numbers).
At the end I managed to reach an agent, I informed her I am an MNP (Ported my number from BSNL, I was using Vodafone for 5 years and moved to BSNL and now with airtel for more than an year) customer and want to move from postpaid to Prepaid. She asked for id proof and photo. She told the face is not clear in the id proof (Xerox Copy) asked me to take another one. I really got pisses off and told her I am not going to walk again (it was around 1:30 PM and too shiny and was damn hot, the temperature should be around 35 degree), I told that will not happen. She took the id proof and went inside to take the Xerox (which said to be not working). I really got angry, but patiently filled the application and gave it to her. I thanked her for the pathetic support and asked her where to raise the complaints regarding the Airtel store. While coming back I try to talk to the first agent (Who informed the Xerox machine is not working) just to inform that the xerox machine started working. He was not there. I asked new guy thrice to get his attention. I informed him the bsnl really give better service than yours, he was not bothered and didn’t even look at me, he was doing something in nice mobile (his name is Harish).
I called the post paid care number to raise a complaint against the Airtel store (Interaction ID: 1192956357 Created at 7 Jan 2013 2:26 PM). In Middle the agent informed that I will not be able to move to post paid since I ported my number from bsnl. I don’t know what to do. My post paid number got disconnected in 1 hr. I called the customer care and asked what is going on. They informed now you got moved to pre paid and call the prepaid team. I called the pre paid team, I talk one agent he was not able to understand what I was asking for. He informed you are a Vodafone customer (my number start with 9884) I got pissed off and asked him to look into your system and check the status of my number. Then he put me on hold to get the details. Later he informed that now I am in pre paid and will get activated soon. I asked him I am an MNP customer will I be able to convert to pre paid he didn’t understand (I would say he didn’t listen properly). I really got pissed off and I asked him listen before you give the answer, immediately he transferred the call to his supervisor (I asked him I don’t want to escalate, I didn’t got a chance to complete my sentence).
I talk to the Supervisor, and he also didn’t understand my question (I would say they don’t know the answer), he in turn transferred to Floor Supervisor. He started giving answer without asking what is my issue (was waiting patiently to get a chance to ask my question). I told him listen what I say and start giving answers. He started giving Nodal Number. I told I don’t want to escalate this I just want to get an answer for my simple question. I explained my scenario again and he told I can move to Prepaid though I am an MNP Customer. I was happy and relaxed. I was waiting to complete 72 Hours (He asked to wait for 72 hours, and will get activate within 72 hrs). (Interaction ID: 1192952406, 7 Jan 2013 2:23 PM)
On 9th Jan 2013 I called Airtel Prepaid team Again and they told some issue with my documents (10 Jan 2013, 03:56 AM : REQ: CACTP301108661901, 10 Jan 2013, 01:12 PM : REQ: ACTP1011018519800) and I need to contact the Airtel Store again (I hate to go there again, but didn’t have a choice). I walked in to the Airtel Store on 11th Jan 2013, the same approach but changed a bit because I shouted at them when they asked me to wait for two more days. They raised a new Application again with one photo and proofs (this time she took it from Airtel Store, thank god). They told it will get activate today or tomorrow morning. I came back home.
Next Day, My Phone still don’t detect the Tower till 10.00 AM (12 Jan 2013). I walked in to Airtel Store again, asked what is going on, and informed I really don’t want to convert to prepaid give my number back and I will port another Network Operator for better service. She asked me to wait till 2 PM and should be done by 5.00PM. Still waiting, I really don’t know what need to be done. I never faced such a worse service and behavior from a private firm before.
I planned to move out from Chennai (5:00 AM on 13 Jan 2013), still not sure whether I can maintain my number to receive the OTP and other personal verification from banks. Moreover I am using this number for past 7 years; I really don’t want to lose it. Please help me to retain my number.
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