I’ve been customer with Airtel for past 6 years and let me begin saying that they have great technology and they’re up to date on everything but some of their customer service staff is absolutely unknowledgable when it comes to fixing things.
I’ll begin by giving few examples:
Everytime I recharge my DTH with Rs. 1000 or more their system automatically change my plan from HD to 3 months standard and I have to call them every time to fix it. It has been happening for past 6 months and it’s very inconvenient yet they haven’t taken time to fix their system. Every time that happens and I ask them to switch my plan back to what it was they ask me to put Rs. 300 for recharge even though I don’t want to.
Solution was I had to do three separate recharge(Rs. 300 each) but they need to fix it.
Second issue, I called them because I needed some details on their 3D service which is listed on their website. Their customer service rep was rude and told me that Airtel doesn’t offer 3D service and that I should call people who make 3D movies. Seriously?
Their staff have no clue of what service Airtel offer and some of their staff acts arrogant and don’t know how to talk to customers politely.
Pros: upto date technology, fast service(as long as you use sms or their app), I recharge online and it goes through fast, everytime I send them sms to add channel it gets added instantly, same goes for removing channels/services. Best way to contact them is EMAIL. NOT PHONE
Cons: Extremely unknowledgable customer service staff. They never know what service Airtel offers and always confuse customers by giving them wrong information and I had to escalate it to higher management to get it resolved.
To Airtel: If you read this review. Please spend some time to educate your customer service reps on how to talk to customers and ask them to spend more time in learning what service Airtel offers. If they don’t know proper knowledge they cannot help customers.