It’s not that I had one bad experience with Airtel’s customer "care", it’s been months of continuous calls to their call centre. The problems I had:
1) They lie, blatantly lie - my internet stopped working and after a few days of getting nowhere with their customer service reps who keep promising it would be fixed "ASAP", I was on call with the escalation desk for another week and every day they give another lie. One day they say that there is a major issue in the connection box outside my house, the other day they say that they have to do digging. Finally the guy comes to fix the problem in 15 mins. We asked him why’d it take so long and he said he was on leave for a week.Lesson - if your issue is not resolved after one call, ask to talk to the escalation desk immediately. Though they will probably lie to you, they use some brains to make up that lie which the normal customer reps don’t have
2) To get to talk to someone after calling 12190, you have to go through a long prompt. It makes you type in your phone number or account number. DON’T DO THIS. complete waste of time because once u type it in, the recording will say it back to you slowly when they anyway make you repeat this again once you speak to the rep. Just type some random number to get past that
3) I can’t count the number of times I’ve been hung up on. Considering the hoops they made me jump through, i’ve been really polite to them. Still, once they feel they’ve been on call enough, they just hang up. Be careful if they say they are going to transfer you to someone else because about 50% of the reps don’t know the difference between the transfer button and disconnect button
Honestly, I’ve always had good experiences with Airtel mobile customer care, but every time I get off the call with Airtel broadband customer care I feel like beating them with a bat.
Many more issues that I don’t want to bore you about, but you get the jist. If you do are unfortunate enough to go with Airtel Broadband, my prayers are with you if you ever have to speak to customer care.