I am facing the worst experience with you (Airtel) for getting service upgraded from prepaid to postpaid. Generally with other operators like Vodafone, Idea, Tata or another network, if any customer request for up-gradation (Prepaid to Postpaid), operators follow ups with the customer and ensure to provide there best service for long term relationship, however in case of Airtel this works just opposite.
I have been using the mentioned number (+91. 989281924) randomly for last 8-10 years under prepaid plan. A week back I thought to upgrade it into postpaid as my other numbers (Vodafone and Idea) are into postpaid. so I shared my contact details on Airtel website on 25th and 26th Sept for getting information. To which I got a call from some Airtel agency (+91. 9766335433) on 27th Sep Some girl named sNEhal called up and started explaining about the tariff plans (with all confusion).
To get better picture on tariff, I asked her to email the tariff plans and call me later for explanation. And also for setting up appointment with sales executive for further discussion and hand-overing requirement document. However I am still waiting to the the call from the Agency till now. Also just to inform the amount mentioned by the agency for conversion was Rs. 300 and the amount I paid at Airtel Gallery (Panvel) is Rs. 200. (Is that not wrong commitments)
Moving a head, I didn’t waste any time on 27th Sept EOD, I collected information from Airtel Gallery (Panvel) and submitted my document on 28th Sept. I specifically asked in Airtel Gallery, about the activation, to which I was informed 4 working days (No other network takes more than 2 working days for postpaid). After which I wrote a series of mail to 121 and nodal mail id, but seeking no response I sent an REMINDER and then new EPIC started.
To my remind email, I got a response from Nodal asking series of questions with no resolution. Interestingly I got a call from Delhi Airtel Office from +91. 8130419700 (forgot her name), the following executive called on the number and started with her questioning sessions (More sort of cross questioning). With over all the first call discussion, I think she was in no mood to resolve the complaint but was more over sounding like dong favour on Airtel and customers. On top for the call she even got to designation of and hierarchy in the organisation (Should i be care ……I really don’t).
After a lengthly (stupid) discussion, this lady (+91. 8130419700) was ready to get in touch with Airtel Gallery-Panvel to rectify the problem.
After few moments this lady (+91. 8130419700) called me again and took me in conference with Airtel Gallery Panvel. Here new story was beginning, these people were not able to find my details and asked me about the airtel gallery address (cross verification). As they were not able to find my records. Some how they found it (Lucky me or not), when I asked then what was the problem, it was communicated as technical error, however it was more sort of typing error which landed on delay. Beside during all this conference call lady from Delhi office (+91. 8130419700) kept mum and did not utter a single word. I end conference asking about how many more days for conversion ( The Answer is till 4 days)
With NO option, I moved back to my work and just moments after i got a call from Delhi Airtel Office(+91. 8130419700). This lady called me again and said “she was didn’t had any concern with with the issue and just played as an mediator in all the episode”.
The general tendency or process followed in every industry is to understand customer query from internal team or the details and then inform him with resolution, but in case of AIrtel this works really opposite. With my experience, I got a call from Airtel, only after i raised REMINDER. Beside I had to explain the situation to the third person (Delhi Airtel Office – +91. 8130419700), wherein the lady was not interested in understand the problem and was more sounding to doing favour
I WANT TO UNDERSTAND FEW THINGS FROM AIRTEL,
DO YOU THINK CUSTOMER ARE PAIN FOR YOU.
DO THE EXECUTIVE GET PAID TO SIT IN AIRTEL OFFICE. OR DO WE PAY TO LOW LEVEL SERVICE.
DOES CUSTOMER HAVE TO THINK ABOUT DEPARTMENT AND HIERARCHY WHILE RASING COMPLAINTS.
I am looking forward for a serious explanation from Airtel/ Delhi office lady and/or every one in Airtel on the above episode. This will assist me to understand how customer centric Airtel is and how much do you care about about the Customer. Also is it worth to keep such a PATHETIC SERVICE.
So far
Here are the requested details for your perusal.
1. Area / Location of the Airtel Relationship Centre: Panvel Arc: Shop no1, Plot no 119, MCCH Society, Opp, MTNL/ Karnala Royal, Panvel 410206
2. Date of purchase: 28th Sept 2013
3. SIM number: +91. 9892819124
4. Amount paid as deposit and activation fee (if any ): Rs. 200
5. Receipt number: Doesn’t carry any number
6. Alternate contact number: +91. 9967964177
LET ME KNOW IF YOU HAVE ANY CONCERNS. I AM REACHABLE ON THE MENTIONED AIRTEL NUMBER.
Regards,
Vinod Bhagat
+91. 9892819124
Leave a Reply