This is in regards to following request numbers against customer number: 3010xxxx38
Service request number: 22936959
Service request number: 28440631
Service request number: 28440359
I am totally unsatisfied with all three complaint resolutions!!
The first request number 22936959 was regarding dth not working. I spoke to customer care executive ankur who informed me the request will be resolved on 2nd september 2012.
Mr. Sunit (service engg) visited my house and told me there is a problem with wiring and set top box both. He said set top box got spoilt because of water and the water flew from the wires. I told him to change the wire since it is spoilt he refused and took my "newly bought set top box" and replaced it with a used one (i had long conversation with customer care executive who said, they will return me my new set top box which never came). Since september there is a problem in wiring and this was informed to me by your service engg only but they didnt change it because my airtel dth connection was in warranty period and they had to do it for free. So they just exchanged my set top box and said the wiring will dry up. Now, the best part of all this is, i had refused call center to close the request till i get my new set top box back (which they agreed also) but somehow to my surprise the service request number now does not exist in your database?????? How can this happen?? How can airtel do something like this. If my service request number did not exist, how in this world did your engg come to my house and replaced the set top box??
This is unacceptable!!
Last week i raised another request 28440631 asking about what happened to my initial request - 22936959 and to my surprise, even though i was promised this will get resolved by 23rd feb 3.30 pm by your airtel customer care supervisor mr. Shailesh, i have not heard from anyone about this till now - 26th feb 12.41 pm.
Third, the last request i raised 28440359 was again for the same problem which i faced in september 2012 - dth not working. To my surprise i got a sms over weekend saying your request is resolved and the best part is, it got resolved without anyone even coming to my house to fix it!!!!!!!!!! How in the worled can you mark a request resolve without working on it??????? I had to leave urgently out of town and hence asked the executive who called me to come on tuesday. But he closed the request..just because your executives/service engg have slas?????? Have you given them the right to close the request without taking any kind of confirmation from client???????? Are they doing it wrong or has it been advised by the company??????? Today, i called the service engg who was going to come to my house. To my surprise he said the same thing again that this is due to wire and water is coming through. He said, wiring will need to be changed and you will have to pay for it. He said wiring is bad. Now i need to know when i had asked them to change the wiring while in warranty your executive did not do that and now he said you will have to change and pay. Why should i pay for something which is spoilt since the warranty period and was reported as well. This should be done at the cost of company and why is the company not asking me before closing my request?????
The executive has left my house and my DTH is still not working?? My question to you is what do you expect from a consumer who has been suffering because of the in a callous attitude of your customer care executive and your service engg!! None of my request till date have been resolved upto the satisfaction. I need a resolution this time and I am definitely not paying for the wire which is bad since the warranty period. That cost has to be borne by Airtel or the service engg who came but did not change.
I am expecting that atleast now i will get a satisfactory response-- atleast for once!!
Please mail me on shreyansh.b@gmail.com with the resolution.