Airtel’s outsourced pathetic customer service

Location/place: Bangalore

Name of company/service: Airtel

Hi,

I have been at the receiving end of poor customer service from Airtel’s outsourced partner for the last three weeks now. I have been an Airtel customer (PrePaid/Post Paid/Broadband) since the last 7 to 8 years or so and the quality of service rendered by the outsourced partner is very discouraging to continue as an Airtel Customer.

I have been having trouble with my Broadband connection for the last three weeks and have made number of calls and had a few service calls booked. I was promised a free modem and haven’t heard from anyone since then.When you call the call center you are always or rather by default refused the right to speak with a Supervisior/Manager and you will be promised a call back to save on your SLA (average talk time or call handling time) but the call back does not happen.

Last weekend on the 2nd of August with great difficulty i got though to one of the Floor Managers (Don Bosco) and to my surprise he was very rude and arrogant. he kept interrupting my conversation and was not ready to resolve the issue. I personally think that his subordinates had better customer service etiquette’s. He by any means is not fit to be a Manager. Airtel should re look at the quality of service offered by the outsourced partner as they are the face of Airtel and many more customers like me will opt for better service providers.

There maybe several customer’s like me who might be refused to transfer the call to a supervisor or a Manager but as customer’s i feel we have the right to take it to the next level specially when your issue is not been resolved for Three Weeks.

Thanks
Elvin