Last month I got a new Airtel prepaid connection in Delhi.
The connection got activated in 20 minutes but I was unable
to use Airtel Live and send MMS as I had to do some setting.
So I called up the 121 customer care number.
121 menu is not user friendly becoz I completely missed their
option#9 - speak to customer care person. This option is at the
end of the list and its prompted after a delay of 3-5 seconds.
So when the person listens to the second last option and hears
a blank, I assumed no more option was available.
In my second use I could figure out that there was a option to press
for getting in touch with customer care person. It appears to me that
Airtel don’t want subscribers to speak with their customer care agents.
After 15 minutes of patient waiting I was able to speak with an agent and
mentioned my inability to access Airtel Live and MMS. I was told that I would
be sent the setting via a SMS. But even after a month I haven’t received the
settings.
After relentless follow-ups, I managed to get the settings for using Airtel Live.
I still didn’t get the settings for sending MMS. Meanwhile I went on a holiday
and wanted to share my photos with friends but was unable to do so, as I
couldn’t send MMS. My friends were in Hutch and were making fun of my
situation. Finally I located a person with Airtel Connection and got the
MMS setting from their cell phone.
The Airtel buggers send so much of SMS span, if they spend the same time/money
on improving customer service/experience then they can make claim to
provide world class service until then its ALL HYPE NO SUBSTANCE.
From Airtel what else can I expect, it was company started by a guy who used
to run cycle repair shop. Now the same attitude flows into mobile business as
well.....SAB CHALTA HAI.
If Airtel wants to become a truly world class cellular service provide, the change in
mentality should happen from the top.