Thread: Great CustomerServices:From Airtel:Every one must read prior to taking new connection

Hi guys,

Once again, I am going to share my pleasant Airtel Customer Service experience with you all...

Issue : Internet Connectivity Issue
Reference\case ID : 28105768
Airtel Broadband Plan : 256 Kbps Unlimited
Location : Chennai
Modem : Beetel ADSL2 - model 110TC1

Today (2.1.2010) morning around 5.30 AM, while downloading the movie - Ninja Assassin from Torrents its almost 62% got complete, all of sudden my Airtel modem went off and got turned on automatically, then my Internet connection went off....

So called 121 from Airtel land line...

First Agent: Took the call and I briefed about the issue and he concluded that Modem (110TC1) need to be reseted to fix this connectivity issue
So RESETED the modem and still its not connecting 198.168.1.1 through Internet Explorer (IE).

So the Agent told to follow few steps to fix this,. from CMD prompt told to ping the address 192.18.1.1 and 192.168.1.0 - got response but unable to access through IE.

Typed the command - netsh int ip reset reset.txt and netsh winsock reset

And restarted still same issue.... so Agent told its problem with the Modem and need more advance troubleshooting and he promised that he will fix a call back (within 1.30 PM 2.1.2010) to fix this issue and escalated to the case to supervisor.

Note: After an hour tried to turn on the computer now its connecting the website 192.168.1.1 but unable to go online.... so called the Airtel once again..


Second Agent: Took the call explained the issue and provided the case Id (28105768) agent told to log in using the user name : admin and password : password, then checked the configuration and restarted the computer from that page itself.

Now Internet connection is back and but extreme slow, so requested the Second Agent to the fix this slow Internet connection .... Agent told to clear cookies and reset IE to try... which I did no improvement.

Then told to log on to Microsoft website and while doing so Agent disconnected the call....


Third Agent: Again called Airtel and provided the case ID and asked if the call got disconnected you people will not call the customer so that customer must call and explain everything from the starting ? and Agent told that is what the procedure is .......and requested help but this time Agent told its non technical issue and need to transfer from Technical department to non technical department.... I am totally confused and ask is the Internet connectivity issue is non technical related ? but Agent told since your case status reflects as PENDING so need to transfer to non technical department and got transferred.....


Fourth Agent: Took the call and again asking for the details... got frustrated and gave the Case ID once again and explained the issue.... Now the Fourth Agent told its Technical issue need to transfer to Technical department....

Told to stop transferring and told to read the case documentation since previous Agent told its a non technical issue need to the addressed, now you are transferring to technical... do you think am I, a football just transferring from one end to other with out addressing my concern.....

For which agent apologized and transferred back to technical department...


Fifth Agent: Provided Case ID and requested Supervisor....

Sixth Agent: Supervisor took the call and provided the case ID requested explanation.... Supervisor disconnected the call.....


Note: For a simple issue, how customer got bounced from one end to other...
Okay low level Agents do not have option to call the customer back if the call got disconnected, .... its some what acceptable...
But if the call got disconnected while talking to an Supervisor, so he does not have the privilege to call the customer... then who will call...and resolve the issue....

Once again I got disappointed with the Airtel customer services.... one more important thing to be noted here, the first agent promised that they will call me with in 1.30 PM.....regarding the modem issue... but they never called me....Promises are left in Air.... since is Air and Tel ..... what ever they tell it will be left in Air...... what a great customer service.....

Its a rising alarm friends.....whether the connection is good or bad.... services must be good to continue...

Think before you get the Airtel broadband.....


Good day,
V.Rajesh
Chennai.

hmm i never had any problems regarding such problems. Customer service is BEST atleast for me, they come on time and do what they have promised on fone.

Well you can tell them to tell any of their technical engineer to come to your house..

If the call back does not happen within the stipulated time, call the nodal officer and send an e mail to their customer care id. If nothing happens then send an e mail to Sunil Bharti Mittal. It worked for me

Originally Posted by airtel_presence

Dear Customer,


This is to inform you that your concern has been noted and our team is eager to resolve it. In order to get to the resolution, we need to get in touch with you and gather more details about the concern. We are restricted by the absence of your contact details. Please write to us at airtelpresence@airtel.in with your contact details (address and landline or mobile phone number).

We assure you that we are committed to resolve the issue to your satisfaction.


Regards,

Vinay chugh
Airtel Customer Service Team

hello mr airtel pretense greetings from ur customer. (do u know anything else apart from copy pasting this allover btw )

I hav already written an email to you about my repleted 2nd hand landline handset problem that is given to me again nd again which stops working every now nd then.....
nd ur ill trained technicians who have no idea about anything.

I am thinking of shifting from airtel if u dnt provide trained techi atlest, as now there is no diff betwn u and any other service provider.

Posted to : care.tamilnadu@airtel.in,nodal.south...ence@airtel.in


Respected Sir/Madam,

To the concern department to action against your great... employee's,

Name : Rajesh.V
Location : Chennai (Tamilnadu)
My contact details : Phone no : 42016603
Email address : rajeshv2@sify.com

This is not the first time your customer services employees closing the case with out resolving the issue, Are they trying to show to their superior that they have resolved all the issue within the time frame, if so you people are cheated by your own employees... if you know about this and if you are paying your employee for this then you can hang yourself for this bullshit services..... I am sorry, since your customer services make me to
say something like that and I do not want to hurt any one of you but,it keeps on happening and that is the reason I have to use such harsh language... once again I am sorry, but if your customer services is going to
continue like this soon your mail box will be full with such complainants.

Okay lets come to the issue...

Instance: complaint no: 24904406 - Date: 30 SEP 2009

I have booked your broadband 256KBPS Plan for 6 month on 15 or 17 Sep 2009 by paying Rs.4000, in advance and got the connection by 22 or 23 Sep 2009 along with the bill, to pay Rs.412 and requesting to pay the amount that too prior the connection get activated (how sincere in sending the bills) and the same day got the welcome call from Airtel and requested explanation but they insist to make the payment. So I asked you have not mentioned about the extra tax charges for the connection, while booking for the broadband but now you are saying so and its not fare to send the bill that to, its too early and I have not yet got the services yet...But they cornered by saying the connection will be dropped and no refund is possible you need to pay ....

What a great services to threat customers to fill there money bag.. modern day robbers....

Note: No printed document given to your customer during the connection or in your website or any policy link about the
broadband connection to claim refund and to know billing cycle and tax details and if the customer issue not resolved even after
escalating to the back end etc..

And in between 30 SEP to 2009 to JAN 2010 connected Airtel regarding the services (forgot the make a note of the complaint number big mistake from my end) whenever I call they say that your connection status shows PENDING and we will transfer to non technical department and in non technical department they will say we need check the case and escalate. This issue is almost escalated for 4 months from SEP 2009 to Jan 22 2010. Just 4 months where as my subscription is for 6 months.... compare to supreme court case duration is less I do accept...

Note: Got connection for 6 months but to check the connection status it took almost 4 months to sort out almost my subscription is gone.... what a light speed services....BSNL is better then yours in this issue....

Another instance: complaint no: 28105768 Date: 02 JAN 2010

This time called stating the Internet connection is very slow and its dropping at regular intervals, but your customer care employee told your connection status is pending and that is the reason and he promised he will escalate the issue...

Note: on the same day issue was closed with out resolving (complaint no: 28105768)

After 2 days called customer care to assist, they told case is closed and issue was resolved, I was shocked to hear that and mentioned that land line connection is also down and how can you say that the issue is resolved?

At last the issue was resolved only on 7 JAN 2010 after talking to one of your supervisor from Bangalore ... thanks to him (at lease one who works... for he is paid for...) but he promised that this issue will be escalated and they will take action against the people for closing the case with out customer permission and you will get a call from respective zone for the explanation.. still waiting for the call (no call or no explanation)

Interesting another instance: complaint no: 28756284 Date: 22 JAN 2010
Called your customer care and stated Internet connection is dropping, again same old store your connection status is pending to check
the status I will escalated to the back end department.

This time I mentioned this is the limit, you people are saying the same old store get some one to fix it and next day 2 Airtel field engineers came and I checked the Internet connection and they them self noticed how Internet connection is slow and gets dropped and gave the reason that Airtel server is down and it will be fixed within couple of hours and check the status of Internet once again in the night time but still same issue so called the customer care services got shocked to hear the case 28756284 closed
stating the issue is resolved and new case is created as 28788482 and that too got closed on the same day stating the issue was resolved by 11.20am
I specifically stated the at regular intervals your Internet connection is dropping. But again and again with out doing or providing any resolution you are testing the customers patience..just by closing the case.

Note: If the issue is same what is the need to create new case... are they trying to bluff customer or your senior employee Or as per you policy if the case is not resolved within 24 hour do you have to pay any amount to your customer for the inconvenience? Then you people are chatting the Government too. If something is like that then I have sue you...

So on the same date called the customer care for explanation for the subscription (complaint no: 28788702) they promised that my subscription will start from 22 JAN 2010 to next 6 months.... on 23 JAN afternoon, back end team calls and stating that you subscription starts from 30 SEP 2010 from the land line connection... are you people making joke... or playing with my Internet subscription....You yourself say that connection is up only from 22 JAN 2010 and suddenly say that connection starts from 30 SEP 2009.....
...but first stick to the words what you say, do not try to confuse the customer and do not bluff to the customer stating the the issue is
resolved with out resolving it and stop creating new case for the same issue..to bluff your superiors..

Most importantly I have attached screen shot of Airtel website where your customer care executive claims, you can view the broadband policy..

But nothing is there in the page...Screen shot name : "Policy"



Secondly, I have attached the screen shot for the Internet speed, Screen shot name : "Speed".

Now they registered new case for the Internet slow
New case no: 28818324 on 23 JAN 2010 (Previous case number: 28756284,28788482 if the issue is resolved why I have to call them again and again, don't your employees have brain, while recruiting the staffs along with the certificates ask them to bring X-ray of their skull too, filtering process will be easy) I hope all the above concerns will be monitored and necessary action will be taken and proper explanation will be provided to the customer with resolution***.


Thank you

V.Rajesh







Got reply like this

First reply: Says 24 hours to resolve
Dear Customer,

Thank you for writing to us at Airtel Telemedia Services. This is an
automated acknowledgement.

We have received your email and shall revert to you within 24 hrs.

Note: Please mention your Airtel Fixed-line number along with STD Code,
e.g. 0114XXXXXXX in the subject of the email whenever you write to us for a
quicker response. Do not include any space or special character between the
digits.

Warm Regards,
Airtel Customer Care

| Website: Mobile Prepaid, Broadband, Postpaid Mobile, DTH Services in India: Airtel | Dial 121 to reach customer care from your
Airtel Landline number |



Second reply: Says 10 days to resolve
Dear Customer,

Thank you for contacting Nodal Officer's Desk at Airtel Telemedia Services.
We are in receipt of your e-mail.

Please allow us 10 working days of time to provide you a valid solution.

Regards,
Nodal Officer


Third reply: No time frame - shows they will take there own time to resolve

Dear Customer,

Thank you for writing to us at Airtel Telemedia Services.

This is a computer generated acknowledgement of your email. We would revert to you at the earliest.

Regards,
Airtel Customer Care

@Rajeshv2

Please take it up with this reference number.

Be brief and tell what is the problem now.
They have replied to me, thinking I am Rajesh, when i took up another matter,
(user @airtel_presence: now banned here )
and referred this link also !

Dear Mr.Rajesh.V

Thank you for writing to us at Airtel Telemedia Services.

We acknowledge the receipt of your mail dated January 25 th , 2010.

With reference to the below mail your request has been registered with the
reference number 28899044 and
will be processed by 28-JAN-2010, with in 11:03:29 AM.

Hi I live in Gurgaon and have never encountered any bad customer care issues.They had given me the same solution for the problem ,nothing new.Never loose your cool,they are just doing their job.BSNL is even worse.

BTW the speeds usually slow down due to internet securities/antivirus also .Try to disable it or better yet do a reformat and reinstall your pc.If that does not work then atleast you can say that you did all you could but the solution was not resolved.

Also when you call a customer care don't give a reference number unless it is non emergency.I know it is a headache but gives u a reason to call the customer care about non resolved.The customer care would always say that the id is still open.

The engineer guy came to my place when i told them about the frequent disconnection .

Originally Posted by karantheking

Hi I live in Gurgaon and have never encountered any bad customer care issues.They had given me the same solution for the problem ,nothing new.Never loose your cool,they are just doing their job.BSNL is even worse.

BTW the speeds usually slow down due to internet securities/antivirus also .Try to disable it or better yet do a reformat and reinstall your pc.If that does not work then atleast you can say that you did all you could but the solution was not resolved.

Also when you call a customer care don't give a reference number unless it is non emergency.I know it is a headache but gives u a reason to call the customer care about non resolved.The customer care would always say that the id is still open.

The engineer guy came to my place when i told them about the frequent disconnection .

Hi friend,

This Rajesh.V from Chennai. I am not blaming the Airtel .... But one thing must be in common for all, its quality of services....in all respective departments and as a customer everyone expects the same....

At least in BSNL - while taking the connection itself you can guess there customer services....where as in Airtel while taking the connection, providing the cable, modem, bill collection or marketing department are good and up to the mark of there standard, but what about the services they provided....if any complainants are launched ? It’s not properly handled by there executives that need to be addressed by there organization…I have contacted them almost en number of times through call or mail still some thing is lagging on there part to fix all me concerns…

If everything is fine I might not have compared Airtel Vs BSNL...Then what is the difference between the Govt organizations (Process will take time) and Private (It has to be fast)...One section of the same organization works extremely well and other department sucks... If you have connection and an issues was not addressed more then 4 months then thinks from my end….definitely it will make you frustrated with the connection or there support…

If there is any mistake then they must admit, they should not try to cover up...That is what happening in my case... based on which I not blaming all the customer support services in their respective region....I am just trying to warn all the members on this forum to be alert and cautious if you have any issues with Airtel in future….be prepared to face it…(thinks some thing as good and after some time if you came to know its not, it will be big disappointment so just giving the exact picture how it might end)

Note: This is brand new computer, I am working for MNC in supporting there Antivirus product.. So I am sure there is no virus or its problem with my Operating System… since it’s our job to check on our customer pc on daily basis…

Thank you bye…

Is the connection home user or corporate?

Switch to other ISP or sue Airtel through cosumer court

Good luck