I have been a loyal Airtel Broadband customer since 2006, and have been using their premium unlimited service for all the while. I am( or rather was till 15 days ago) using the 4 Mbps unlimited plan with an average billing of Rs. 1500/- every month.
You would think that in such a scenario, Airtel would be happy to have me as a customer. But in the last 15 days, they have done their best to ensure I discontinue the service.
I shifted residence on August 27 from Kormangala to JP Nagar, into a premium apartment complex which is prewired with Airtel broadband connections. I had placed a shifting request on 26th August, the last day of the previous billing cycle, and was told it would take 3 working days. So far, so good.(Request no. 2973824 dt 26thAug - SLA 28th Aug by 1.23pm as per Airtel’s Customer Care) I have shifted residence twice before without any issues, so did not expect any problems.
After this, there is no news from Airtel. In spite of calling up every alternate day, the standard response is - we have a back-end problem we cannot tell you about, so wait for us to honor you with our presence.
Subsequently 2 more requests were placed -
For delayed shifting 3521236 dt 5th Sep - SLA 6th Sep by 10.48am
No response for shifting 3755916 dt 9th Sep - SLA 9th Sep by 8.15pm
Still no response. The customer care initially refused to escalate, and even after escalation, nothing happened. This is the kind of treatment loyal customers get.
Wonder why Airtel does not rename itself ASNL, since there’s very little difference left between it and BSNL, at least in terms of service and customer satisfaction.