I recently shifted to my high rise apartment in Bangalore in May 2014. My reinstallation was done on 8th May for which I had paid Rs 250. One bad day 25th May 2014 my STB started showing no signal(B001) error. There is a common antenna for whole block. So to raise a complaint(37809282) I called customer care. First the airtel customer service executive neither understand English nor Hindi they only understand the KANNADA. Somehow I made them understand the problem then they told me SAARRR(not sir) you have to pay Rs 150 to fix the issue. I told them why should I pay to fix it for whole building as others were also not getting signal. The call was delegated to superwiser and She agreed that you don’t have to pay if there is a problem with common antenna.
Well After two days on 27th so called field team ENGINEER visited the block and did something. Which didn’t fix problem. When I asked him what is the problem he said sir there is a major problem and it will take sometime. Well I could not understand what that could be as I am from electronics background, But still I didn’t say anything.
Waited another two days and called him again he said sir there is major problem and will take time. So I called customer care, They said sir your problem will be fixed by tomorrow with high priority. Next two days no call from anybody. On 2nd June I called customer care again and they gave me biggest surprise ‘Sir your complaint has been closed as fixed’. I said WTF nothing has been fixed. So they opened a new complaint(37950224) for the same problem which had not been fixed.( probably they didn’t want to show long open complaint to their bosses). They said sir this time you don’t have to call we’ll take care and we’ll call you to track your complaint and will be fixed in two days for sure.
5 Days no call. I called the field team engineer which I had received in SMS. He told me that he only fix personal antenna and have no idea about common antenna. I was extremely frustrated and called customer care they said they will talk to field team engineer and will get the problem fixed today only.
Guess what no call from any buddy.
I was so pissed off and decided to disconnect the Airtel DTH connection on 8th June. So to disconnect because they were not able to fix one small antenna problem I called them again and demanded the refund. They said SAARRR we can’t refund as you are having advanced rental pack. I yelled on them like anything and hung up the phone.
I inquired about the other airtel DTH connection in my apartment got the second biggest surprise ‘The issue was fixed for everyone on 27th May)
Anyway my money was lost thought of giving a last call if they can fix the problem. I even asked the what is the problem and what is the reason they are not able to get the issue fixed and can they make me talk to field engineer. I also called the field team so called engineer 25 times that day but he didn’t pick up my call since that day. I got call from airtel for three days to verify if my complaint has been closed. Joke:D
Last but not the least the best part comes here. Today! 12th June I received SMS that my complaint has been closed and yet there is no signal in my STB.
Field engineer in Sarjapur Road area Mahesh(9538878335)
Other complaint numbers 38004122, 38020106, 38096623
So the conclusions are
Airtel’ has no control on their field team, they are the kings and airtel can’t do anything about them.
Airtel’ customer care executives are worst not educated to understand you. Even if your preferred language is English no one knows how to speak.
Airtel’ Service Managers are fetching salaries for free and don’t have any idea what is happening on the ground.
Airtel’s golden days are gone.
Regards,
Nitin Sharma