Refer to my complaint numbers 1-2466752788 and 1-2473671023. I raised complaints on 3 different occassions, twice on customer care number and once at your Mulund Aircel Gallery. My complaint was that I was charged on std rates for making call on a local number. I made a call from mumbai using your aircel network to a local mumbai vodafone number (It is understood that both networks were in mumbai which is local network for both service providers while in the call). The responses each time I got was:
For the complaint number 1-2466752788, your support person told me that the vodafone number might have selected some other network through the device for receiving calls hence I am charged std rates. I tried to explain him a lot that when the number to whom I am making a call belongs to mumbai, I should be charged on local rates; whereas the vodafone person if at all changes the network should be charged for roaming. He simply told that it is the mistake of Vodafone service provider and we can’t do anything. When he was not ready to listen to me I asked for his superiors assistance which he ignored. In such case I told him not to close the complaint as I am not happy with the response. Even though he agreed for this, but he still closed the complaint which has been very much frustrating.
On 18th Aug’2010, I visited your branch office at Mulund, Mumbai where I spoke to your branch manager Mr. Vishal. After I explained him the whole scenario, he told me that the problem is due to the poor aircel network. If the aircel network is poor then mobile accepts the strongest network when the mobile device network selection is in automatic mode. I explained him that my network selection was manual, which means I was with Aircel network only. Then he started giving rubbish reasons which I was not comfortable with. He was incapable to give valid reasons. This shows that even Manager at aircel is not well trained.
Today I again received a call from your support executive for the complaint number 1-2473671023. This time she was telling that I made a call to an STD number as aircel system is showing that the vodafone number is not a mumbai number. When I told her to confirm then she said that when she types 10 digit mobile number in the system then the system says that it is a mumbai number but when she types 91 along with the 10 digit number then the system says that it is UP number. I tried to convince her that this clearly states that this is a problem with your system as 91 is simply our country code. After explaining a lot to her, finally she agreed by saying that maybe it is aircel’s system mistake which she wanted to confirm with her superiors but aircel cannot reimburse the money. When aircel has made a mistake then it should have taken the responsibility to accept the mistake and pay for the penality. But this is a completely different scenario. In this case also I told her not to close the complaint which she agreed to, but still again it was closed by ger. This shows aircel’s way of customer support. It has clearly cheated me and may be millions of its customers in India.
If, in a day aircel cheats 10 million unique customers by charging them even by 1 rupee, then also it is earning a revenue of 10 million. This is just for 1 rupee, the figure will go abruptly high depending upon the amount Aircel is cheating with the customers.
I hope with the above 3 scenarios, it is crystal clear that the problem is within the aircel system. None of the Aircel’s support person is trained properly. Your support team’s reply has lead me a huge frustration which has even lead wastage of my valuable time and money. If your team does not apologize and reimburse my money back then I will have to take legal action against your company.