Airtel provided a broken wi fi router and now refuses to replace. Help!

We have been using Airtel broadband since 2008. This year on 21st Oct'11 we decided to go for wifi ( i know it is late but we were lazy). Their guys came and installed a new router and it was good. But, the router suddenly stopped working on 31st Oct'11. After repeated complaints they said the router is bad, so we asked them replace it. However they told us that because it is more than 7 days we cannot replace it. We were surprised as the bill says warranty for 1 yr.

Any ideas as to how to go about this?

Have you raised a complaint regarding this matter? Quit talking with the people who come to install the connection. They do the ground work and are merely contractors. Contact the customer care and file a complaint.

In case the customer care officials refuse to replace the router, forward an email to the nodal officer (which must include the request number provided by the customer care officials). By all probabilities, the issue will be sorted out by these higher officials.

Hey... yes we have complained almost 6-5 times by calling up customer care and have also written a mail to the nodal officer, but still nothing has happened. In fact the guys who do ground work found it funny that airtel would replace only if there was an issue within 7 days.

Anyways will see what happens. Thanks for you help.

Expect a reply from the nodal officer. These guys are clearly over-worked and may take a bit of time while responding to our queries.

Ideally, they should be replacing the faulty modem especially when it stops working within the designated warranty period. I think, the officials are confusing this situation with another new directive issued by the company some months ago - no free replacements for the modem; the subscriber will have to shell out additional amounts for the replacement modems.