I recently applied for an Airtel (formerly known as Touchtel) landline/dsl connection. They had promised me they will give me a connection in 3 days, but it took them a week or so to get it done. Their sales personnel in the Koramangala, Bangalore showroom were careless and extremely customer unfriendly. I had to follow up the case with their various departments myself to get things done. They answered my query regarding the new connection carelessly. They always promised me to call back with the latest update but no one ever called up. Also, when I told them that I wanted to choose a number of my own, they told someone will call me up before the connection is done to get the numbers of my choice, but that never happened. The whole process of getting the connection was messy and unclear. When I called their showroom the lady asked me that the matter is with some other department and that she has given me the other department’s number and I shall call them. When I called that number multiple times I just got assurances that they will call me back, which never happened. Also, finally they allotted me a random number of THEIR choice. When I complained to their customer service, so number of people called me, only to tell that I’ll have to pay Rs 500 to change the number. Also, their showroom people are telling now that they never promised me regarding the choice of their number. I got extremely frustrated and told them that I don’t want to change the number anymore.
Most of the time there is only 1 person in their showroom, while I think there should be more. They don’t give enough attention to their customers or their queries. They need to the trained a lot more in how to handle customers. Also, the complaint follow-up process is very messy, and the right thing hardly gets done.
Most of the time there is only 1 person in their showroom, while I think there should be more. This could be one of the reasons they aren’t able to handle customers properly. Also, they need to train their sales people I think their personnel and system is no better than the government telephone provider.
I think the BSNL staff has become much better than them.
I haven’t used their landline and DSL service enough to comment right now. The process of getting the connection itself is so bad that I think it deserved a separate review for itself.