I stay in Sarvapriya Vihar in South Delhi and have been paying Rs. 2222 for an 1Mbps Freedom Unlimited plan with 100GB in the fair usage policy. The same plan has been available for Rs. 1699 for the last 6 months at least, and is displayed clearly on their website, but nobody at Airtel has ever called me about it, nor have they brought down the charges automatically in their bills.
On 30th of April I called 121 and requested a migration to the Impatience plan of Rs.1799 with 4GB and Fair Usage of 50GB. I was told it would be done in 5 days. 3 days later I got a call saying it would be done the next day so I should switch off and switch on my modem for the plan to kick in. Nothing happened the next day so I called them and they said being Good Friday it was a holiday and it would be done definitely by Saturday. Saturday I called again to be told that due to distance from the nearest node or hub or some such, this plan is not available to me.
So in the heart of South Delhi, Airtel is incapable of giving me 4Mbps.
I spoke to some help desk guy and then to his manager who first asked me for the names of the people who told me my plan would be migrated when the feasibility was not yet checked. I reminded him about the automated message which says all calls will be recorded and asked him to check out the recordings against my ticket number. SILENCE! He then gave me the name and number of some nodal manager whose phone is continuously engaged.
I then asked them why I was being charged extra for a 1Mbps plan as a long-standing broadband customer while simultaneously advertising shamelessly about much faster plans at a much lower cost and they had no answer.
I told them to immediately migrate my plan down to Rs. 1699 and he puts me back to the first guy I spoke to who tells me he will log the request and their backend guys will get back to me after they study the feasibility. WOW! So even the Rs. 1699 Plan may not be feasible in my locality while it is possible to get the very same plan by paying Rs 600 extra...
This is the problem with big companies in India. They have no shame and no ethics.
The best part is, I asked the guy I was speaking to for his name and he gives me only his first name. He says he is not allowed to give me his surname. So I tell him that his manager just gave me the full name and telephone number of the nodal head, how come I am not allowed to know his surname??? Then he sheepishly tells me his surname.
If there are any journalists reading this, I would be grateful if this story can be published while Airtel is still proudly advertising 4Mbps plans for as low as Rs 899. Do contact me through this forum for more details of this ridiculous story.
The nodal manager's phone is still engaged as I post this.