Location/place: Bangalore
Name of company/service: Airtel/Landline Broadband
To whomever it may concern,
We have been using Airtel landline connection (with broadband – # 0422 4385117) for several years in Coimbatore, Tamil Nadu. This connection was in name of my brother Suresh Kumar. We shifted our house from Coimbatore to JP Nagar, Bangalore, Karnataka starting of this month of July. On basis of our need and also on Airtel’s good record of service, we decided to stick with it even after we shifted our residence to JP Nagar, Bangalore. The request for shifting connection was raised # 35099750 initially, and there after numerous follow-up calls and couple of complaints have been raised on this regard just to face ourselves a variety of disappointments.
History of events in chronological order (I don’t remember exact dates):
1. With request 35099750 the connection was cancelled in Coimbatore, but activation process in not yet completed here in Bangalore. We learned from Airtel customer care that we have been given a new Land line number in this state (080-4172 8869). But there is no proper reason on why the activation is NOT done in complete.
2. Contacted the Airtel customer care, raised a complaint on this regard (# 274143020) and they told us the reason as “CABLE FAULT” and promised us the issues will resolved within 48 hours. After 48 hours of time, the issue being NOT resolved we contacted customer care just to learn that there is no complaint registered and the complaint number (# 274143020) given to us was INVALID. Please answer, Why customer care officials are misdirecting us or cheating us with some number without even recording a complaint?
3. Meanwhile, Airtel sent a back end team personnel to our house for collecting all necessary documents with 75/- rupees for notary signature and he promised us the connection will be given to us within two days. And next day we got a call from person named “Raju” and said he is coming to our residence to provide connection. Since we were not available at home, we requested him to come back the next day. After which the same person was not reachable when we tried his mobile number. Why do Airtel even send backend team people to our houses and give false claims if there is a cable fault?
4. Contacted Airtel Customer Care again and several other contacts we got over discussion we had on this matter. We tried all kinds of escalations and contacted Floor supervisors to Managers who all gave us a BOGUS PROMISE that the issue will be fixed sooner. And we also learned different reasons given to us by different people we talked to. Among them are a) CABLE FAULT b) PORT UNAVAILABILITY c) NEW CABLE UNAVAILABILITY d)SERVICE PERSON UNAVAILABILITY and some even said they are not accepting new connection request without even knowing ours was just transfer of connection and not new application. And some said that they don’t give any connection in JP Nagar and they just wanted to close our history of complaints.
5. Today once again I raised a complaint 35534006 and to my shock all my previous complaints have been closed saying that resolution was discussed with customer and customer agreed to close this complaints. Later I sent an email escalating the issue to [email protected] and called up their number 080 41115201 asking for more explanation. But all i could get is the same “CABLE FAULT” as the answer along with new term this time saying “LOW INSULATION” problem. Asking for SLA for the fix, Airtel is not committing to any deadlines and also suggested us to check with them after one or two months of time. Asking more on “CABLE FAULT” the authority gave me answer saying “Cable fault is the cable which is fault”. How could this answer help the consumer in any means? The previous tenant in the same address had the Airtel connection, and how come suddenly there is a cable fault for the new tenant moved in that address. Airtel cancelled our existing connection in coimbatore by NOT refunding the deposit amount, for which we again have to invest our personal time and energy to get the money back. Please consider this matter as serious since Airtel has closed our history of complaints.
An unhappy AIRTEL customer,
-Aravind.
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