Smita’s(Chintu25) review on the same has inspired me to come out with my story.
.:{Sweet Victory}:.
My experience with Airtel Broadband was quoted by me some days ago and I received tremendous support from all my wonderful friends here. It gives me immense pleasure to announce that I emerged as a winner in that fight and got the much coveted refund of 350 bucks!
.:{Customer’s woes continues}:.
But little did I know that my confrontation with Airtel is not going to end so easily. This time Airtel Mobile gave me a hard time. Let me tell you how.
I was using an airtel mobile corporate connection. As per corporate schemes we get many good plans. I enquired for the same on my company’s intranet and called Airtel’s helpful customer care to get my plan changed. Initially, I was told that a change into this particular plan is not possible as this is available only for new connections. Without falling into any kind of arguments, I asked them to disconnect my current number. All I could hear after that point was, "Madam, Madam, Madam."
I had to argue at this point to make them understand a simple logic that I want the plan and not the number. Anyway, they settled for the disconnection.
These ppl are very good in bargaining. For them selling airtel connection is synonymous to selling vegetables.*
Then I started getting calls from their Retention Department. The bargaining started with the retention department coming into the picture.
First offer: Madam, you can take another number as per your requirement but please don’t leave this number of yours. You can transfer this number to someone in your family.
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Second offer: Madam, you can take another plan. There are many plans available.
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Third offer: Madame, ok! We will give you this plan but with one modification. call charges will be. blah. blah. blah.
This was enough for me to lose my patience. But, somehow, I managed to sound sane and said, "Not interested. Let me disconnect."*
Few days later, I again got a call from them.
Fourth Offer: Madam, we will give you the plan as per your demand.
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The retention department was saying otherwise. Now, which department are you from? Why
is there is no synchronization between various departments?
That guy was calling me from a mobile number so I got bit suspicious. I confirmed the full details
of the plan and ensured that it is the same plan which I want to subscribe to. I also asked him to give me a reference number. He refused saying that it is all recorded.
I relented and thereby let the axe fall on my leg.*
.:{Billing woes}:.
One month later, bill arrives and I see that I have been overcharged. I call them up and reason the same with them. The poor girl fails to understand my reasoning but insists me to understand her unreasoning.
Her unreasoning: The benefits were passed to you only for a month.
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I boiled up and asked her to pass on the call to her senior. She put me hold. I ended up waiting for 10 minutes. No luck even after 10 minutes. Call gets disconnected.
Beep. Beep. Beep.
I called up again. A guy this time.
I tell you it’s much better to deal with guys rather than girls. Girls get emotional and take whatever we say about airtel personally. Which makes me guilty and I just can’t vent out my true feelings.
He apologized for the same and passed on the call to the concerned department.
A girl again. She was not ready to accept that it is possible for the retention department to be so irresponsible. I insisted and asked her to check the records. She did but kept on repeating that irresponsibility is not something airtel is famous for. She finally chanced upon that particular record and quoted the date of the call & name of the executive. I was not sure about either.
*She said that I would be getting the refund of the overcharged amount in my next bill.
*.:{Highlights}:.
Executive:**You would get 40 free SMS per month.
Me:But as per this plan I should be getting 50 free SMSs.
Executive:OK, Madam! We will give you 50 SMSs.
Me:You will give me! Wait a second. Are the details about the plans not uploaded in the system? Is this a plan which you are selling or a vegetable?
Executive:Madam….
Me:Whatever! Go ahead with the plan change but make sure I get all the benefits of the plan.
.:{Final verdict}:.
Despite poor customer service, I still cannot deny the quality of services offered by them is the best when compared to other networks. Hence, I am ready to engage in more altercations with airtel and thereby establish a very healthy love-hate relationship.
*Airtel, why are you being so funny? SRK is endorsing your product. Please don’t let him down guys!
NOTE: Final Verdict section was added after a critical feedback from Pras(Citize)! *