Complaint

Location/place: Jaipur

Name of company/service: Airtel Postpaid Mobile

I, Deepak Kumar Agrawal, User of Airtel from Rajasthan Circle was a highly satisfied customer of this company till the following incident: –

1. Due to good quality services from past 12 years, I decided to go for one more airtel postpaid connection for my wife. I called airtel 121 on Aug 9, 2013 around 5 p.m. to locate the nearest airtel relationship center and I was told that it is at Raja Park which is around 10 – 12 km from sanganer. I specially asked the person that was it open that day due to Eid Holiday, I got the answer that yes it was open on that day. I visited the store and I found it closed due to Eid.

2. I sent a message POSTHELP to 51619 on Aug 10, 2013 and in response I got a call from number 8769001221 after an hour approximately and on telling the incident took place a day before the executive apologized and told me to visit the store again on any working day before 8 p.m.

3. I visited the same store at Raja Park today around 4. 45 p.m. and to great surprize it was found closed. After Enquiring at 121 I was told that the store was closed a long back. Now I have to go to another store either at Sodala, M. I. Road or Vaishali Nagar none of which are less than 10 km away from there.

4. Anyways I travelled at M.I. Road around 10 km from there and again I found it closed due to renovation and no service was available there except bill payment and I was asked to go to another ARC at Sodala, further 5 – 7 km. away from there.

5. I again sent the message POSTHELP on 51619 and in response I got a call after 2 hours approx. and the same executive from number 8769001221 called me but this time when I told her the entire incidence she neither apologized nor accepted the fault. She was blaming me for the situation and was saying that you should send the message POSTHELP before leaving the home. She refused to talk to me on the matter and hanged up the line.

Now my concern is:-

1. My loyalty towards airtel for past 12 years of relationship was kept aside by your company.

2. The strong satisfaction of company towards a customer is broken by your executives.

3. Your executives on 121 are not able to communicate the proper and correct information to the customer when they call for any assistance.

4. The call back from your side after sending the message POSTHELP to 51619 is not instant and moreover the behaviour of executive second time i.e. today was ridiculous. Rather admitting the mistake at company’s part she was blaming me for the situation.

Although I do not know whether I am lodging the complaint at right place or not, but if this is the right place then I expect an immediate action over the concern raised here and a proper information towards the action taken must also be communicated to me.

Thank You

Deepak Kumar Agrawal

11, Rameshwaram Colony, Saraswati Marg

Near Sitabadi, Tonk Road, Jaipur