Call it dichotomy, contradiction, extremities, disunion, split personality, all these are the same and are equally applicable for the company Airtel.
I’ve been a customer of various services of this company for 7 years (not anymore in a few) and I can describe how they work in a rather satirical true way and I bet many or all of you will agree. Lets introduce our 2 characters in this adapted roleplay, Troubled customer (TC) and his arch-nemesis the Tormentor Airtel (TA) with its various departments.
TC : I have been billed Rs.1350/- excess apart from rental. Can you tell me why?
TA (untrained customer care) : You have been billed correctly sir, there is no issue is there anything else I can assist you with?
TC : But listen to me! This is wrong how can this happen in an unlimited plan? If this is the way you respond I have to stop the service.
TA (untrained customer care) : As you wish sir, I shall take a request to stop the a/c and goodbye!
2 Days Later
TA (customer retention team) : We realise our billing error, please sir stay with us you are our esteemed priviledged customer we shall give you the best offer and solve all your problems.
TC : sigh Ok I agree
2 Days Later
TA (Recovery department): Sir your bill is due plus penalty. There no error we are aware of so do pay otherwise we shall call until then.
TC : This is outrageous! Mr.Xyz promised me and confirmed Airtel’s fault.
TA (Recovery department) : Do as you wish sir but there is no error so please pay!
2 more Days Later
TA (untrained customer care): Sir we have closed your docket number as your problem is solved, also you had agreed to pay the amount and cancel the account as briefed to us.
TC : Cancel the account? Didn’t you guys beg me not to and promise me satisfactory resolution?
TA (untrained cc) : We’re not aware sir, please pay up fast as we have 22 million other people to call for money kyunki unka jo hai woh hamaara hai.
1 week later
TA (retention team) : We are privileged to have you sir and promise ultimate resolution to our honorary customer of 7 years.
TC : You #^(#!!#@%#^&!!*$+%!!!!!!
This my dear fellows is how each Airtel customer be it any service goes thru. If ever there is a billing/technical issue of their doing, you have had it. Service is the only reason I stuck with it for as long as I did, the phone does have great network and the broadband is a lot better/faster than Mtnl/Bsnl but somehow having been a victim of this dichotomy I’ve often wondered if its been worth it. There is a massive disconnect of information between each department, while one flaunts its muscle and calls you a meager customer, another wants to hang on to you for dear life. As a service provider they are above average but how about a little honesty? With such high handedness and exploitative nature the company sure is as troubled as its customers.