Dear Airtel,

I have been a fond believer in your services for a really long time, but please do not be surprised when I say that I am now “regretting” the decision I made to be with you guys. I am sure you would have particularly assigned a team to go through these emails and probably not respond back - lets see if I am the luck one who actually receives a reply from the service provider who has been causing distress in my life.

While I have tried all the means available to find a solution to my problem, let me assume that the personal that you have hired are not capable of attending my problems. Below is the “list of the problems” I am facing by using your services:

Network sucks:

Every time somebody has made an effort to call me - all I have ever said is “Hello”, “can you hear me” or “Dang, this bloody network never lets me talk to anyone”. While you might very convincingly blame it on the area I live(sorry mam we have no tower here so on and so forth) why do you claim to be the best service provider if you CANNOT provide such basic services. My phone is never reachable, the reception of your so called best network manages to crop up to only two towers on my phone. Before you have the audacity to let me know that I should probably get in touch with your customer care - well all I can say is why don’t you try that and let me know if it worked out for you.

All your customer care executives have ever done is just stay numb and not respond to your “customers” query. Funny right, they work in the customer care’s department!

Internet problem:

While let me not get into the details, I am sure you know them very well yourself. But to put things into writing all I have to say to you guys is that your network connection sucks. I usually enroll a 3G monthly pack onto my smart phone only to realize that I have wasted tons of money on it.(I would have rather saved that money and bought a beautiful house instead - but anyways you guys don’t care about your customers feelings). Getting back to my internet problems, I was speaking to one of your

”so-called” and the only response I ever got was an OKAY. Oh damn, I guess I must be talking to the walls. Anyways, I still brave myself to not vent out my anger on “Chitra” yes that’s the executives name, and as usual she promises me that I will receive a call from Airtel in the next 24 hours. Guess what - I do not receive a call from anyone(probably they must be giving the same excuse as my friends - ‘tera network kabhi bhi reachable nahi hota.’

Now because I have burnt my pocket by paying for the 3G services, I make an effort to contact the customer guys again. I was forced to punch in a million numbers and the executives never picked my call. I waited, I waited and I waited some more. But nothing happened.

The let a few days go - my internet network on the phone is sooo bad - that I could never use Viber. I couldn’t whatsApp my friends and worst I couldn’t download anything(BTW its suppose to be a 3G network). So ya, I call those customer care guys again and fortunately someone picks up my call - her name is Srilekha. While you would like the executive to “understand” your problem I am afraid she couldn’t understand anything cause she did not even respond. So I very politely ask her to transfer my call to a “senior executive” who will be able to understand my problem. Not doubting her she transfers my call to a “funny name guys(I couldn’t catch his name - sorry about that) and guess what he doesn’t understand either. One tip Airtel, you will save in a lot of money if you hire professionals who are good at their work. So then I finally get to speak to Vignesh Manager(prepaid or postpaid department I am not sure).

So I have a really animated conversation with him. While this guys goes on to confess that the network quality is very poor in my area - the technical team will work towards improving my connection. I cannot hear him(because of some female laughing really hard behind) and he cannot hear me for the obvious reasons(because network problem). Apart from this, he goes on to confess that despite me paying for a 3G service if my area does not have the service I will be given the 2G service,(then why should I pay more and get a 3G service. Why cant the mention the areas in the city that do not have a 3G service.)

In the middle of the conversation my phone was cut, and it was kind for Mr Vignesh to call me back, when I asked him for my complaint number the call was disconnected again.(I had already warned Vignesh that if this happens again I shall send in a stinker email so you get pulled up. Sorry Vignesh I told you I would write!) Out of fear the poor guys sends me my complaint number via text message and promises me that I would receive a call by Monday(May 5/ 2014). Its May 6 today and I still haven’t received a call from them. Yes I did receive a message that best connectivity possible has been ensured, but I am afraid that still hasn’t helped.

Broadband:

While I had faced minor issues previously nothing as grave as this so far. I just moved into this gated community a few months ago and we came to know that Airtel would be providing intercom services to us, so we decided to put our previous broadband connection on hold and pay an amount to keep it on standby. While my conversation with Mr Vignesh was going fine I had asked him to update me on Airtel providing broadband connection in my area. To my surprise he enlightens me that “Mam it would take a minimum to 6 months for us to provide you with services there. Umm let me think why did I put my connection on standby. OHHH I was promised I would get a connection here within 3 months. Hights I say!

When I say I have tried all means to contact Airtel nothing fruitful has been done. My conversations with the customer care executives did not help, the manager couldn’t do anything about it, I cannot get through to the NODEL officer and the APPELLATE Officer Mr. Balakrishnan because I was always redirected to use 121 or 198.

While I do not expect you to do anything about my problem. I am sure this email will end up in the trash or the spam folder anyway. But the only reason why I am writing to you is that you guys claim to work towards providing the “best service”. So if you cannot, please ensure that you do not claim anything you can’t do.

All I expect of you is to let me know if anything can be done(for a change) or please help me with a procedure to change or deactivate my number with you guys.

With loads of love,

A very UNHAPPY CUSTOMER