*Below is what I have sent to Airtel:
To,
The Managing Director,
Bharti Airtel.
Sub: Complain against the Customer Services Executives of Airtel India.
Respected Sir,
Hello! My name is Apoorva M. Sheth. I am from India, Mumbai. I had purchased Airtel Lifetime Prepaid card from a retailer nearby three weeks ago. It cost me Rs. 500/-. My Airtel number is: +91 XXXXXXXXXX
Now, I gave a call to Airtel’s customer Service Centre on +91 98920 98920 from my Airtel card.
I would like to bring this to your attention that this is a worse service I have ever come across in my life. I will never give the term ’Executive’ to these agents answering the calls of the Airtel customers. Instead, I will call these agents “MAFIA”. I have a reason to prove.
I had given a call for thrice to the above mentioned customer service number and at all the times, I was extremely dissatisfied with the way I was being served by these Airtel executives on the phone.
When I spoke with the first agent to get more information about this Lifetime Prepaid card, the agent says that though this is a lifetime card in which incoming is completely free for lifetime and recharging is based on your requirements of making outgoing calls, you still need to pay Rs. 200/- every six months in order for the card to remain active. I tried to explain that executive that what is the point of buying an Airtel lifetime prepaid card at Rs. 500/- when I still need to pay Rs. 200 to keep it alive and if such is the case, than how can it be termed as “Lifetime”?
So, this executive rudely said that what he says is right and I have to agree to it and without further listening, he hung the call. Is this what one can call as Customer Service? Even without customer’s permission, the call is hung by the executive himself! Does this executive think that because the customer cannot see him on the phone and no supervisor is available around, he can misbehave and get away with it easily?
Anyway’z there are many such incidents happened between me and the customer service executive of Airtel wherein one case, I gave a call for twice in order to get the answer to my query and I got astonished to get different answers from Airtel executive on the phone for the same query. So, I can no longer believe your executive’s words.
They feel as if they can pull the customers down on the call and can behave in the manner as they want to because the biggest disadvantage is that the customer cannot see these agents on the phone and it seems like Airtel neither have supervisor who can check what’s happening on the call on regular basis nor are these calls recorded to be checked later by the quality department so that later, that particular executive who misbehaved with the caller can be called upon and questioned.
Finally, I have to say one thing that I need full refund of the amount paid on this Airtel card along with fine to be paid by Airtel to me for the damages occurred due to bad and total unsatisfactory customer service.
Further, I will walk down to press and give them my feedback to them which I had to face with Airtel.
Awaiting revert...
Apoorva M. Sheth.