Location/place: Nerul, Navi Mumbai
Name of company/service: Airtel DTH
Airtel DTH after sates service and customer compliant resolution is far beyond acceptable levels. No response are received when try to call and their BPO customer care is one of the worst, I have come across. Would put briefly the torture, I was going through for the last 15 days, without having any entertainment through the box, even after paying for the services.
1. Since beginning of mon soon in June airtel tv has video problem (almost from June 01, 2013). Assumed as normal issue and did not give any complaint till June 21, 2013.
2. Complaint no 31311216 with happy code 722 with a promise to resolve in in 24 hours – no action. Number given in SMS – 9223591970 wonot get any response.
3. 23/06/2013 delay in resolution registered, ref 31360772 at 18.15, happy code. 857. This call gets automatically get closed with SMS without resolving on 24/06/2013 at 15.31
4. 24/06/2013 wrong resolution registered, ref 31379094 at 16.12 happy code. 933. This call gets automatically get closed with SMS without resolving on 25/06/2013 at 18.16
5. 25/06/2013 wrong resolution registered, ref 31408722 at 20.30, happy code. 659. This call gets automatically get closed with SMS without resolving on 26/06/2013 at 16.23
6. 26/06/2013 wrong resolution registered, ref 31434339 at 20.05 happy code. 381. This call gets automatically get closed with SMS without resolving on 29/06/2013 at 18.20
7. Calls from 04045459393, every day from 24/06 to 29/06 with false promise and revised dates for resolution and no action
8. 29/06/2013 registered as new compliant 31506491, as old compliant was closed. Happy code 109. Till date no resolution or closure
9. There is sudden message that my linked mobile number has been changed to 8902567836 and same has to rectified by calling back. This is on 30/06/2013 at 13.37 & rectification done at 15.32
10. Have been given wrong number 9935098672 by customer cate. This gentleman is in gorakhpur. Spoke to him with some hope. He promised that based on pin code numbers, he will send me the area engineer’s number by next day. Till date no response
11. In some of the calls got a number of engineer by name dinesh for nerul. He normally does not pick up the phone and operates only through SMS. He says, will call later, but never calls. SMS on 26/06 – 3 messages, giving details has not brought any solution
12. With repeated persistence, deputed one technician by name Vikas, to resolve he came on 29, and 30th and recommended for shifting of antenna from roof. Problem unresolved.
13. Tried on a daily basis to dinesh, he does not pick up the calls, some assistant picks up the call and answers saying that dinesh is in a meeting. On repeated request I have been given two numbers to be in touch with them on 06/07/2013 without any clarity who they are
14. Finally, ordered for closing the account with a disconnection on 05/07/2013. 31648000. SMS time 20.25 with a promise that this will be disconnected by 07/07/2013 by 15.30.
15. Grievance registered on 27/06/2013. Prompt reply that it will be replied in 24 hours, till date no reply. Sent a reminder on 06/07. Got a automated reply the. Reply will be coming in a day
16. Sent a mail to sh Sunil mittal, with assumed email ids of which two bounced back and one delivered. This was sent on 26/06 at 4.30 pm. Till date no reply. Today sent another mail to new email I’d.
The entire above episode reveals
1. Services provided by company is zero and no responsibility towards the customer / consumer
2. No one picks up the telephone. Even if, they, only false promises of resolution with unmonitored deadlines
3. No escalation systems are not known to consumer except at the call centre. Spoke on three times to group called escalation department again ended up with unmonitored false promises
4. Don’t think either management (if at all it is there), has any control or a good monitored SLA process to resolve consumer issues
5. Wrong guidance by the customer care centre with wrong telephone numbers
6. Company telephone number with whom a customer can contact is not known.
Now the question in my mind is how I get this problem resolved?
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