I had a harrowing experience with Airtel recently. I bought a 4G hotspot on Jan 5, 2016, and as I am writing this review, it was not activated. When I called up Airtel customer care, I was told that the device has been activated and ready for use. After that, I started email communication with the customer care team and I started getting all sort of answers to my queries. Here are some of the highlights of the conversation:
1) Customer care executives do not know what is a hotspot. They kept on asking me to plug-in the device in my laptop. FYI. this is a wifi device
2) Once customer care told me that the SIM that is registered in their system is different than the one I have
3) On the subsequent email, I am again told that the number has not been verified and I should submit all my documents again to get the verification done
4) Called up verification desk again and they told me that the verification has already been done
Here is the whole email exchange that I had with Airtel customer care:
Rahul Agarkar
To 121@in.airtel.com
CC Rahul Agarkar Jan 8 at 6:24 PM
This is regarding activation of my new 4G hotspot registered with the number 7219204261. I purchased this hotspot on Jan 5, 2016, which was delivered through your executive. I was told that it will be activated within 48 hours. However, its Jan 8, 2016 today and as I write this email, I am not able to access internet using this device. I did activate the number by calling the toll free number on Jan 7, 2016 at around 5:30 PM and I was told that the device will be activated within 30 mins. When it was still not activated by around 7:30 PM on Jan 7, 2016, I logged the SR #67128294. As part of opening this request, I was told that the device will be activated by today morning i.e. Jan 8, 2016. I called up the customer care again today morning and they escalated it further and told me to wait until afternoon.
Even after multiple calls to the customer care, I am not receiving any positive response. Now, I am being told that the service has been activated and I should visit the Airtel gallery to get my issue resolved. At the same time, the SLA to close the SR is Jan 10, 2016.
Now, somebody, please tell me why is the SR still open if the service has been activated? And, if the service is not activated, then why I am being asked to visit the Airtel gallery? The customer support executives are not equipped with the correct information. They don’t even understand the difference between the 4G hotspot and the dongle. Despite of telling the executive multiple times that I have a 4G hotspot, she kept on asking me to plug in the device into my computer. Is this kind of support that Airtel provides to its users and that too even before I could start using the product?
This is really ridiculous on Airtel’s part to deal with the customers.
The story doesn’t really end here. Even before I got this device, I had to book the appointment twice as the executive did not turn up for the demo despite of taking a prior appointment.
I am totally upset with the experience I had with Airtel so far and god knows what lies in the future. I am really thinking of giving up this connection back.
I would really request somebody to take a real concrete action on these issues and get my connection starting, otherwise, I demand a full refund for the device.
121@in.airtel.com
To rahul_agarkar@yahoo.com Jan 8 at 6:35 PM
Dear Rahul Agarkar,
Greetings from Airtel!
This is in reference to your email regarding activation status of your new Airtel Dongle number 7219204261.
For a faster resolution kindly check on the following from your end
Are you receiving signals when the SIM is inserted in a handset.
Have you dialed 59059 to complete televerification.
If you continue face the issue, in order to further check on the status of your number, request you to respond with the SIM number and an alternate contact number to reach you.
For further queries, please email.
Best Regards
SHAFIKA BANU
Service Specialist
Airtel
"If you are not satisfied with the resolution of your complaint, you may contact Appellate Authority with the SR number. Please click on https://airtel.in/applications/xm/MobileAppellateAuth.jsp for Appellate Authority details."
-Original Message-
From: rahul_agarkar@yahoo.com
To: 121@in.airtel.com
Cc: rahul_agarkar@yahoo.com
Sent: 08/01/2016 06:24:49 PM
Subject: 7219204261
This is regarding activation of my new 4G hotspot registered with the number
- I purchased this hotspot on Jan 5, 2016, which was delivered
through your executive. I was told that it will be activated within 48 hours.
However, its Jan 8, 2016 today and as I write this email, I am not able to
access internet using this device. I did activate the number by calling the toll free number on Jan 7, 2016 at
around 5:30 PM and I was told that the device will be activated within 30 mins.
When it was still not activated by around 7:30 PM on Jan 7, 2016, I logged the
SR #67128294. As part of opening this request, I was told that the device will
be activated by today morning i.e. Jan 8, 2016. I called up the customer care
again today morning and they escalated it further and told me to wait until
afternoon. Even after multiple calls to the customer care, I am not receiving any positive
response. Now, I am being told that the service has been activated and I should
visit the Airtel gallery to get my issue resolved. At the same time, the SLA to
close the SR is Jan 10, 2016. Now, somebody, please tell me why is the SR still open if the service has been
activated? And, if the service is not activated, then why I am being asked to
visit the Airtel gallery? The customer support executives are not equipped
with the correct information. They don¿t even understand the difference between
the 4G hotspot and the dongle. Despite of telling the executive multiple times
that I have a 4G hotspot, she kept on asking me to plug in the device into my
computer. Is this kind of support that Airtel provides to its users and that
too even before I could start using the product? This is really ridiculous on Airtel¿s part to deal with the customers. The story doesn¿t really end here. Even before I got this device, I had to book
the appointment twice as the executive did not turn up for the demo despite of
taking a prior appointment. I am totally upset with the experience I had with Airtel so far and god knows
what lies in the future. I am really thinking of giving up this connection back. I would really request somebody to take a real concrete action on these issues
and get my connection starting, otherwise, I demand a full refund for the
device. - Rahul Agarkar
Mob: 98232 73850
This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies and the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. The recipient acknowledges that Bharti Airtel Limited or its subsidiaries and associated companies(collectively "Bharti Airtel Limited"), are unable to exercise control or ensure or guarantee the integrity of/overthe contents of the information contained in e-mail transmissions and further acknowledges that any views expressed in this message are those of the individual sender and no binding nature of the message shall be implied or assumed unless the sender does so expressly with due authority of Bharti Airtel Limited. Before opening any attachments please check them for viruses and defects.
Reply Reply to All Forward More
Rahul Agarkar
To 121@in.airtel.com Jan 8 at 6:43 PM
Hello Shafika,
1) I am not receiving any signals when the SIM is inserted in to the 4G hotspot device(white colored. I was asked the color of my device once by the tele executive)
2) Televerification done by calling on 18001030405 around 5:30 PM on Jan 7, 2016
Here is the SIM number you requested(putting all the numbers written on the SIM as I am not sure which one you would need):
H3
8991900993
005329544U
Also, my alternate number is XXXXXXXXXX and SR # that I had logged is 67128494 and not 67128294.
121@in.airtel.com
To rahul_agarkar@yahoo.com Jan 8 at 6:55 PM
Dear Rahul Agarkar,
Greetings from Airtel!
This is in reference to your email enquiring about delay in activation of the Airtel number 7219204261.
I regret for the inconvenience caused.
I would like to inform you to kindly visit the same Airtel store because the SIM number which you have provided does not match with SIM number which is updated and the number as per our records is 8991900993005395156U.
Please do mail, for further queries.
Best Regards
Dinesh Kumar
Service Specialist
Airtel
"If you are not satisfied with the resolution of your complaint, you may contact Appellate Authority with the SR number. Please click on https://airtel.in/applications/xm/MobileAppellateAuth.jsp for Appellate Authority details."
-Original Message-
From: rahul_agarkar@yahoo.com
To: 121@in.airtel.com
Cc:
Sent: 08/01/2016 06:45:27 PM
Subject: Re: [|BAL|Ref24518275|] 7219204261
Hello Shafika,
1) I am not receiving any signals when the SIM is inserted in to the 4G hotspot
device(white colored. I was asked the color of my device once by the tele
executive)
2) Televerification done by calling on 18001030405 around 5:30 PM on Jan 7, 2016
Here is the SIM number you requested(putting all the numbers written on the
SIM as I am not sure which one you would need):
H3
8991900993
005329544U
Also, my alternate number is 9823273850 and SR # that I had logged is 67128494
and not 67128294.
On Friday, 8 January 2016 6:35 PM, "121@in.airtel.com"
wrote: Dear Rahul Agarkar,
Greetings from Airtel!
This is in reference to your email regarding activation status of your new
Airtel Dongle number 7219204261.
For a faster resolution kindly check on the following from your end
Are you receiving signals when the SIM is inserted in a handset.
Have you dialed 59059 to complete televerification.
If you continue face the issue, in order to further check on the status of your
number, request you to respond with the SIM number and an alternate contact
number to reach you.
For further queries, please email.
Best Regards
SHAFIKA BANU
Service Specialist
Airtel "If you are not satisfied with the resolution of your complaint, you may
contact Appellate Authority with the SR number. Please click on
https://airtel.in/applications/xm/MobileAppellateAuth.jsp for Appellate
Authority details." -Original Message-
From: rahul_agarkar@yahoo.com
To: 121@in.airtel.com
Cc: rahul_agarkar@yahoo.com
Sent: 08/01/2016 06:24:49 PM
Subject: 7219204261
This is regarding activation of my new 4G hotspot registered with the number
- I purchased this hotspot on Jan 5, 2016, which was delivered
through your executive. I was told that it will be activated within 48 hours.
However, its Jan 8, 2016 today and as I write this email, I am not able to
access internet using this device. I did activate the number by calling the toll free number on Jan 7, 2016 at
around 5:30 PM and I was told that the device will be activated within 30 mins.
When it was still not activated by around 7:30 PM on Jan 7, 2016, I logged the
SR #67128294. As part of opening this request, I was told that the device will
be activated by today morning i.e. Jan 8, 2016. I called up the customer care
again today morning and they escalated it further and told me to wait until
afternoon. Even after multiple calls to the customer care, I am not receiving any positive
response. Now, I am being told that the service has been activated and I should
visit the Airtel gallery to get my issue resolved. At the same time, the SLA to
close the SR is Jan 10, 2016. Now, somebody, please tell me why is the SR still open if the service has been
activated? And, if the service is not activated, then why I am being asked to
visit the Airtel gallery? The customer support executives are not equipped
with the correct information. They don¿t even understand the difference between
the 4G hotspot and the dongle. Despite of telling the executive multiple times
that I have a 4G hotspot, she kept on ask
This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies and the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. The recipient acknowledges that Bharti Airtel Limited or its subsidiaries and associated companies(collectively "Bharti Airtel Limited"), are unable to exercise control or ensure or guarantee the integrity of/overthe contents of the information contained in e-mail transmissions and further acknowledges that any views expressed in this message are those of the individual sender and no binding nature of the message shall be implied or assumed unless the sender does so expressly with due authority of Bharti Airtel Limited. Before opening any attachments please check them for viruses and defects.
Reply Reply to All Forward More
Rahul Agarkar
To 121@in.airtel.com Jan 8 at 6:59 PM
Thanks Dinesh.
I really appreciate your help and prompt replies.
However, since, this is the mistake from the Airtel side, could you not update the SIM number in your system?
Regards,
-Rahul Agarkar
121@in.airtel.com
To rahul_agarkar@yahoo.com Jan 8 at 7:28 PM
Dear Rahul Agarkar,
Greetings from Airtel!
This is in reference to your email enquiring about the activation status of your new Airtel dongle number 7219204261.
I have checked our system and found that the services on above mentioned data card number is active with effect from 07/01/2016.
For further queries, please do email . I would be delighted to assist you.
Best Regards
Bikash Kumar
Service Specialist
Airtel
"If you are not satisfied with the resolution of your complaint, you may contact Appellate Authority with the SR number. Please click on https://airtel.in/applications/xm/MobileAppellateAuth.jsp for Appellate Authority details."
-Original Message-
From: rahul_agarkar@yahoo.com
To: 121@in.airtel.com
Cc:
Sent: 08/01/2016 06:59:55 PM
Subject: Re: [|BAL|Ref24519215|] 7219204261
Thanks Dinesh.
I really appreciate your help and prompt replies.
However, since, this is the mistake from the Airtel side, could you not update
the SIM number in your system?
Regards,
-Rahul Agarkar
On Friday, 8 January 2016 6:55 PM, "121@in.airtel.com"
wrote: Dear Rahul Agarkar,
Greetings from Airtel!
This is in reference to your email enquiring about delay in activation of the
Airtel number 7219204261.
I regret for the inconvenience caused.
I would like to inform you to kindly visit the same Airtel store because the
SIM number which you have provided does not match with SIM number which is
updated and the number as per our records is 8991900993005395156U.
Please do mail, for further queries.
Best Regards
Dinesh Kumar
Service Specialist
Airtel "If you are not satisfied with the resolution of your complaint, you may
contact Appellate Authority with the SR number. Please click on
https://airtel.in/applications/xm/MobileAppellateAuth.jsp for Appellate
Authority details." -Original Message-
From: rahul_agarkar@yahoo.com
To: 121@in.airtel.com
Cc:
Sent: 08/01/2016 06:45:27 PM
Subject: Re: [|BAL|Ref24518275|] 7219204261
Hello Shafika,
1) I am not receiving any signals when the SIM is inserted in to the 4G hotspot
device(white colored. I was asked the color of my device once by the tele
executive)
2) Televerification done by calling on 18001030405 around 5:30 PM on Jan 7,
2016
Here is the SIM number you requested(putting all the numbers written on the
SIM as I am not sure which one you would need):
H3
8991900993
005329544U
Also, my alternate number is 9823273850 and SR # that I had logged is 67128494
and not 67128294.
On Friday, 8 January 2016 6:35 PM, "121@in.airtel.com"
wrote: Dear Rahul Agarkar,
Greetings from Airtel!
This is in reference to your email regarding activation status of your new
Airtel Dongle number 7219204261.
For a faster resolution kindly check on the following from your end
Are you receiving signals when the SIM is inserted in a handset.
Have you dialed 59059 to complete televerification.
If you continue face the issue, in order to further check on the status of your
number, request you to respond with the SIM number and an alternate contact
number to reach you.
For further queries, please email.
Best Regards
SHAFIKA BANU
Service Specialist
Airtel "If you are not satisfied with the resolution of your complaint, you may
contact Appellate Authority with the SR number. Please click on
https://airtel.in/applications/xm/MobileAppellateAuth.jsp for Appellate
Authority details." -Original Message-
From: rahul_agarkar@yahoo.com
To: 121@in.airtel.com
Cc: rahul_agarkar@yahoo.com
Sent: 08/01/2016 06:24:49 PM
Subject: 7219204261
This is regarding activation of my new 4G hotspot registered with the number
- I purchased this hotspot on Jan 5, 2016, which was delivered
through your executive. I was told that it will be activated within 48 hours.
However, its Jan 8, 2016 today and as I write this email, I am not able to
access internet using this device. <
This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies and the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful. The recipient acknowledges that Bharti Airtel Limited or its subsidiaries and associated companies(collectively "Bharti Airtel Limited"), are unable to exercise control or ensure or guarantee the integrity of/overthe contents of the information contained in e-mail transmissions and further acknowledges that any views expressed in this message are those of the individual sender and no binding nature of the message shall be implied or assumed unless the sender does so