Location/place: Bangalore
Name of company/service: Airtel India
I have been an airtel customer for around 5 yrs now. I have recently moved to Bangalore from Hyderabad. Ever since I have taken my new Airtel number, I am not getting any network in my room, not even a single point. I stay 100M to the main road.
I had raised a complaint to the Airtel cc on around 20th March 2013. They asked me to check on another handset. I told I already had another handset with my Hyderabad number in it (which is an Airtel number) and that I am facing the same problem in it as well. They told the issue will be resolved by 24th.
On 24th March I got a call from them saying that the issue is resolved and I can go back and check for the network in my room. I found that there is absolutely no improvement in the situation. I called them back and they say the resolution suggested was “Change the handset”, which I had already checked before raising the complaint. They closed the complaint stating it’s the problem with handset… If this is ridiculous, wait and watch…
I re-opened the complaint and this time they promised to resolve the issue in another week It didn,t happen. I called them back on 16th April for the second time (All these days my phone was lying dead in my room with absolutely no network) and was astonished to hear that the complaint no longer is active because the issue is with my handset. I spoke with their Technical Supervisor Mr. Chetan and Mr. Sunil and explained him the situation. He agreed to send a person from Airtel to my address to check the situation and get it resolved by 22nd April. This time I got a call on 22nd April stating that I need to change my network selection option from “Automatic” to “Manual” and the issue will be resolved. Look at the kind of resolutions they provide just for the sake of closing the complaints. I asked her if she thinks I had not tried all these petty tricks for getting some signal on my phone?? I told her clearly that I would accept the resolution if and only if a person from airtel visits my place and check for the problem himself. She told she will escalate the issue and send the person.. This time the deadline they post themselves is 29th April… and she disconnected the phone without allowing me to say anything.
And today, on 29th april, when I call them, guess what I get to hear….
“Sir you issue has already been resolved, the resolution we provided is to set your network selection option from Automatic to Manual on your handset”… <>
This is the way India’s largest mobile network service provider is behaving towards its customers. Pure irresponsibility, refusal to act on an issue, mere excuses to close the active complaints…. and just waste time everytime by giving petty resolutions and closing the calls. Their motto: The customer should get vexed and stop complaining or move to another service provider…
Losing 1 customer in 1000s… not a big loss… is it ?
The complaint numbers for reference, if any Airtel person is interested to have a look into: CINDL20330777185, CINDL20423552195, CINDL20423545546
Leave a Reply