I applied for an Airtel Broadband on September 19, 2010.A vendor named Manoj Kumar came to my house (after days of follow ups) to take my application form. Of course, without even doing the regular checks, I had to pay him 500 rupees as a ‘application fee’ which is entitled for reimbursement.
Now here’s the part where I start facing problems : As a company, Airtel invests heavily in ads and campaigns which are a dramatized presentation of your otherwise-so-terrible customer care services.
My registration number is and I did not hear from Manoj or Airtel for a long time. After cutting my calls continuously for hours on a Saturday, I am told by Manoj that my request will be taken up urgently and that he will install the BB in my house within a week’s time. A week passed by, and so did another. NO RESPONSE. NO CALLS. But, I kept getting automated SMSs on my mobile telling me how Airtel REGRETS the inconvenience and that my issue will be solved ASAP.
It is only on October 15 that I get a call from an unrealistically optimistic person called Laxmi who gave me her word that the BB will be installed in my Rustambagh house before WEDNESDAY, October 20, 2010.
Another week passes by but no response. By this time I am frustrated with this whole setup and I invest in TATA Photon to solve my misery. I call Manoj and he says, “madame just go buy some other connection, I can’t help you now You can try Reliance BIG or TATA or BSNL.”
WOW. For an operator whose brand campaigns revolve around relationships, it is a pity that the actual USP of the brand is hardly even followed. Be it at the Customer Support Number where your executives are absolutely CLUELESS about our queries, or have the audacity to hang up on us in order to avoid our concerns. To be very honest, I have most of my friends using Airtel and I am thinking seriously that maybe I should advise them against it.
When I finally got though the customer service person to get a status update on my application, I was informed that my application has been rejected due to the unavailability of a port. Well, I am sure that’s the reason – but shouldn’t I be informed?
Why was I charged when AIRTEL doesn’t even know if they can provide a BB in the area?
Shouldn’t Airtel, as policy CHECK for a port FIRST and then CHEAT customers of their money, energy and time?
If my application was REJECTED by Airtel, WHY am I not in the KNOW?
Honestly, I don’t even know why am I wasting time typing this out but my only scope is if I don’t get a response from Airtel on WHY am I getting this kind of a treatment from a mammoth company like your’s, I will ask the media this question.
Care to help, anyone?