Airtel mobile network, customer service and troubleshooting is turned into a nightmare! Here is a real annoying and baffled story occurring with me since six months! If you are an AIRTEL mobile network user it would be helpful to know your reaction on this post which I can take up with the competent authority. Please do share and comment for we as customers deserve quality service from the service industry. Service providers in this country MUST stop taking us for granted! Let us exercise our rights. This is an extract from my email which was written yesterday to AIRTEL network team and it summarizes the ordeal my family has been going through. Personal / Confidential information has been’X’ed’ out.
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Email sent to: appellate.mah@in.airtel.com
Date: 10th January 2018, 21:03 Hours
This is really sad & utterly unprofessional service from AIRTEL! The same kind of nhassurance was given to me about six months back!
The service request(SR) # 77XXX599 was raised on 20-Jul-2017 for poor network and has been kept on hold till date. Check the screenshot attached of the email reply received from Airtel on 26-July-2017.
Another SR # 82XXX681 was raised on 7-Jan-2018 for Zero Network which was closed well before 72 hours without fixing! Check screenshot of email reply received from Airtel on 8-Jan-2018.
I spoke with Customer Service dept. today to inquire about the SR # 82XXX681 but the supervisor informed me that the ticket was closed since Network team tried connecting with me but couldn’t get through! How can AIRTEL close the SR without resolving it just because it couldn’t connect with me? Please Explain.
When asked to raise a new SR for Zero Network issue faced on Mob: 99XXXXXXX5, the supervisor told me that ZERO NETWORK and NETWORK ISSUE are the same hence no new SR can be raised. I was advised to do follow up on SR # 77XXX599 with Appellate team over this email id or over call @ 9981544865. How can SR # 77XXX599 raised for Network Issue be the same as SR # 82XXX681; the earlier one was raised because my calls were getting dropped while staying indoors and the latter was raised because there is absolutely no network signal anywhere we go - indoor or outdoor?! Please Explain.
I called 9981544865 anyway to reach Appellate Officer but when IVR asked me to enter the SR# which I entered as 77XXX599, it didn’t recognize the SR! I want to know why it didn’t recognize the SR# 77XXX599? I was told that it is still “OPEN”!
Regarding, open network, I checked my coverage area map in your website. There is a not a single "Towers Upgrading" or "Towers Needed" showing in the vicinity of my pinned location i.e. XXXXXXX, Mumbai – 4XXXXX1.(check screenshot attached). So I want to know what exactly your network team has been doing since 6 months?
Let me remind you - loud and clear that I have been aishwaryasingh23ing my airtel bill aishwaryasingh23ments on time and in full while you are giving absolutely pathetic network & customer service. Therefore, I want to know who is answerable for these unfair practices at AIRTEL? Give me a name / a personnel / a team at AIRTEL who / that MUST take accountability for this.
Since AIRTEL uses the words "Open Network", "truly transparent network", "India’s fastest network" etc. in all of its Web Pages / promotions / advertisements etc., give me transparent and real fast answers with proper explAnasultantions to all the five concerns raised in this email in detail within 24 hours failing to which I will be forced to take stringent action possible against AIRTEL to ensure fair service & justice is rightly served!
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