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customer care Airtel DTH - DISAPPOINTING

  1. #1
    Junior Member P K MISHRA's Avatar
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    Angry customer care Airtel DTH - DISAPPOINTING

    The customer care nos of airtel 1800-102- 8080 (toll free) or 020-40181400 (tolled) do not work.

    Tried dialing toll free several times the last three days - I get a message this no does not exist.
    Tried contacting the tolled no several times either its engaged or I am put on hold for a long time and disconnected. I have sent emails to customer care too. No response.

    I subscribed to Airtel new connection through connectindia and they even dont respond to emails and telecalls. THE CONNECTION IS YET TO BE INSTALLED AFTER FULL PAYMENT.

    can any one help

    I wonder if the customer is being taken for a ride.
    Last edited by P K MISHRA; 6th June 2009 at 09:34 PM. Reason: to add more details

  2. #2
    Platinum Member mickey's Avatar
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    Default

    Please attach the screenshots and also i ask the other users of this service to come up if this problem is persistent..

    we can bash anyone in a public forum, but sir lets first know the faqs also.. like for ex. if you are really calling the right cust care for your region etc..


    let the other members speak too on this... this is not good from the part of airtel if its so...



    i request others members..

    (i am not a user of airtel dth)
    Last edited by mickey; 6th June 2009 at 09:53 PM. Reason: Automerged Doublepost
    job takes the child away.

  3. #3
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    Default Nodal Officer

    Each region has a designated nodal officer. u will get tge email id from the web site.
    just drop a mail if u are not satisfied with the service.
    trust me, it works like magic !

  4. #4
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    Default

    lodge ur concern withthe Nodal Officer of ur region.
    trust me, it works like magic !

  5. #5
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    Default Dth service- continued harassment/ no help from customer support‏

    *(This is what i recently have written to Airtel Nodal Office and their other departments and all that has happened to me within the last four months of using airtel dth service.)



    Hello,

    I am using airtel dth service since October 2009 (CUSTOMER I.D - 3001640031), have got 1 + 1 multi connection. I have made full payment for one year in advance at the time of taking connections. Firstly, i had wrongly been given a low price channel package (since October 2009) on my second multi connection BUT charged me for the higher/desired rate channel package. All the channels were freezing from the very first day on one of the dth connection, the set top box was performing really slow and a other few problems i have noticed during this time. After causing me all harassment and a lot of pain, and by making 25 calls, speaking and explaining my situation each and every time to at least 10 different customer advisors, 6 team leaders/supervisors, 3 customer retention executives, 5 technical engineers; finally my dth channel package got rectified during November 2009.

    Now from the month of December 2009, both of my dth connections are showing continues video and audio disturbances all over the day, within different time gaps. I have already complained 7 times at least, calling 16 different customer care executives at least (their is no way to track the last person i was speaking to AND they don't disclose their i.d, neither do they maintain any notes on the last conversation with the customer to avoid repeated explanations every time and inconvenience causes due to that), out of which nine couldn't understand or shown interest in resolving my problem and disconnected my calls in between after keeping me on hold and saying me to wait and that they are transferring my call to their senior. This again has caused me a lot lot harassment/trouble by wasting my time and effort, and and still the problem is not resolved, i.e till 13/01/2010. During this time, six different airtel dth engineers have already visited my house and all of them couldn't find any logical clue to the real problem, and the last time they just changed some hardware device on mere guess work, saying me that now the problem won't come (without even intimating me that i'll be charged for that replaced hardware AND that as the connection is hardly four months old yet the malfunctioning hardware is not covered by airtel). For this hardware Rs.1050 has already been deducted from my airtel dth account on the 12/01/2010 without my permission. As a matter of fact the the same video and audio problem is continuously coming and has never stopped till this day.

    Again, i have already spoken to at least six different customer advisors in between 12/01/2010 to 13/01/2010. Five of them (their names are Faisal, Anurag, Sandeep, Seema, Sunil) listened my full case and finally said me that they are transferring me to their senior, kept me on hold and disconnected my call after few minutes. They never told me their i.d despite requesting them for the same during the whole conversation. The last female customer advisor who attended my call today (on 13/01/2010) at about 13:30 has registered a complaint first time for the video and audio problem in my dth service, and that it'll be resolved by 17:00 today. She also told me that she has made a request to refund my Rs.1050 for the wrong charges deducted from my account due to unnecessary hardware replacement by airtel dth engineer. I have also requested her to make a complaint to refund all of my subscription charges on both of my dth connections for the number of days this problem is causing me problem. She assured me that she has registered all of these complaints/ requests (reference no. 1754481) and my problems will be resolved asap.

    Airtel recently have stopped telecasting the World Space Radio service within their dth service, which they have promoted hugely through advertisements during the marketing of their dth service. These World Space Radio service usually comes for a monthly charge, if taken separately. But as airtel was providing it for free, so it was one of the main reason that i have opted for airtel dth service out of several other service providers in the market. These channels have stopped coming on my airtel dth service from the last one month (December 2009), and in place are are replaced by the regional FM Radio stations, which are of no use to me.

    I guess i shall now appoint a separate staff to handle the airtel dth service due to the time and efforts it need to get the "world class service".

    I am writing you this letter (Nodal Officer, Airtel) despite knowing the fact that you'll soon going to send me another email address (write to 'digitaltv@airtel.in', which i have already did) without even reading this whole letter to contact with for the above problems. And that the next person/department (digitaltv@airtel.in) will generate another automated message/reply, and then finally this letter will be lost forever in the precious airtel database without any further response or reply. I know these facts coz i am facing all these problems from the very first day, since i have made a mistake taking airtel dth service. But since i have already made the mistake now, so i have got no other option but to struggle or going to the consumer court. So i am only gathering important evidence here, by giving you another chance to perform.

    Regards.

  6. #6
    Junior Member
    Join Date
    Jul 2010
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    1

    Default false claims and cheating by airtel dth

    Hi
    Customer care service is very poor in spite of several emails. They do not bother to reply your query or complaint.
    Moreover, when a subscription is taken for specific period for 3 months, they start posting messages stating that subscription amount is in negative balance, even before expiry of those 3 months.
    I have posted my query, but with no results.
    Do not trust AIRTEL DTH SERVICES. THEY ARE SIMPLY CHEATING.
    r_shantharaju@yahoo.co.in

    Quote Originally Posted by P K MISHRA View Post
    The customer care nos of airtel 1800-102- 8080 (toll free) or 020-40181400 (tolled) do not work.

    Tried dialing toll free several times the last three days - I get a message this no does not exist.
    Tried contacting the tolled no several times either its engaged or I am put on hold for a long time and disconnected. I have sent emails to customer care too. No response.

    I subscribed to Airtel new connection through connectindia and they even dont respond to emails and telecalls. THE CONNECTION IS YET TO BE INSTALLED AFTER FULL PAYMENT.

    can any one help

    I wonder if the customer is being taken for a ride.

  7. #7
    Banned
    Join Date
    Mar 2010
    Posts
    238

    Default

    There is no doubt that inefficient customercare service may be an area of downfall for the Co.

  8. #8
    Junior Member
    Join Date
    Dec 2010
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    4

    Default

    Yes you are right. the customer care service for airtel dth is pathetic. people hardly know what they are speaking about and most of the times it takes min of 20 min to get to a live rep. once you do the call keeps getting disconnected in between conversation and when you call back they say bad connection. This happens even when you call from your landline. so you cannot blame on the network.
    everytime you call for some technical questions they are either untrained or dont know what they are talking about.

    The other day I called in regarding changing the resolution on my STB. I spoke with a rep and a supervisor. Both were responding asking me to change the aspect ratio. I told him aspect ratio is not what I was talking about but they had no idea what resolution is all about. This is very disappointing. the other issue is that my dvr box is not giving 1080i as it is supposed to for a hd connection. the rep argue that my stb is not a hd box at all (i have tried to explain to him that my box comes with a hdmi socket and hence it is surely an hd box. they dont seem to understand.

    AIRTEL HAS TO EITHER TRAIN THEIR REPS BEFORE PUTTING THEM ON CALLS. ALSO MAKE SURE THEY ALL SPEAK ENGLISH SINCE NOT EVERYONE SPEAKS HINDI.

    Quote Originally Posted by shinelagoon View Post
    *(This is what i recently have written to Airtel Nodal Office and their other departments and all that has happened to me within the last four months of using airtel dth service.)



    Hello,

    I am using airtel dth service since October 2009 (CUSTOMER I.D - 3001640031), have got 1 + 1 multi connection. I have made full payment for one year in advance at the time of taking connections. Firstly, i had wrongly been given a low price channel package (since October 2009) on my second multi connection BUT charged me for the higher/desired rate channel package. All the channels were freezing from the very first day on one of the dth connection, the set top box was performing really slow and a other few problems i have noticed during this time. After causing me all harassment and a lot of pain, and by making 25 calls, speaking and explaining my situation each and every time to at least 10 different customer advisors, 6 team leaders/supervisors, 3 customer retention executives, 5 technical engineers; finally my dth channel package got rectified during November 2009.

    Now from the month of December 2009, both of my dth connections are showing continues video and audio disturbances all over the day, within different time gaps. I have already complained 7 times at least, calling 16 different customer care executives at least (their is no way to track the last person i was speaking to AND they don't disclose their i.d, neither do they maintain any notes on the last conversation with the customer to avoid repeated explanations every time and inconvenience causes due to that), out of which nine couldn't understand or shown interest in resolving my problem and disconnected my calls in between after keeping me on hold and saying me to wait and that they are transferring my call to their senior. This again has caused me a lot lot harassment/trouble by wasting my time and effort, and and still the problem is not resolved, i.e till 13/01/2010. During this time, six different airtel dth engineers have already visited my house and all of them couldn't find any logical clue to the real problem, and the last time they just changed some hardware device on mere guess work, saying me that now the problem won't come (without even intimating me that i'll be charged for that replaced hardware AND that as the connection is hardly four months old yet the malfunctioning hardware is not covered by airtel). For this hardware Rs.1050 has already been deducted from my airtel dth account on the 12/01/2010 without my permission. As a matter of fact the the same video and audio problem is continuously coming and has never stopped till this day.

    Again, i have already spoken to at least six different customer advisors in between 12/01/2010 to 13/01/2010. Five of them (their names are Faisal, Anurag, Sandeep, Seema, Sunil) listened my full case and finally said me that they are transferring me to their senior, kept me on hold and disconnected my call after few minutes. They never told me their i.d despite requesting them for the same during the whole conversation. The last female customer advisor who attended my call today (on 13/01/2010) at about 13:30 has registered a complaint first time for the video and audio problem in my dth service, and that it'll be resolved by 17:00 today. She also told me that she has made a request to refund my Rs.1050 for the wrong charges deducted from my account due to unnecessary hardware replacement by airtel dth engineer. I have also requested her to make a complaint to refund all of my subscription charges on both of my dth connections for the number of days this problem is causing me problem. She assured me that she has registered all of these complaints/ requests (reference no. 1754481) and my problems will be resolved asap.

    Airtel recently have stopped telecasting the World Space Radio service within their dth service, which they have promoted hugely through advertisements during the marketing of their dth service. These World Space Radio service usually comes for a monthly charge, if taken separately. But as airtel was providing it for free, so it was one of the main reason that i have opted for airtel dth service out of several other service providers in the market. These channels have stopped coming on my airtel dth service from the last one month (December 2009), and in place are are replaced by the regional FM Radio stations, which are of no use to me.

    I guess i shall now appoint a separate staff to handle the airtel dth service due to the time and efforts it need to get the "world class service".

    I am writing you this letter (Nodal Officer, Airtel) despite knowing the fact that you'll soon going to send me another email address (write to 'digitaltv@airtel.in', which i have already did) without even reading this whole letter to contact with for the above problems. And that the next person/department (digitaltv@airtel.in) will generate another automated message/reply, and then finally this letter will be lost forever in the precious airtel database without any further response or reply. I know these facts coz i am facing all these problems from the very first day, since i have made a mistake taking airtel dth service. But since i have already made the mistake now, so i have got no other option but to struggle or going to the consumer court. So i am only gathering important evidence here, by giving you another chance to perform.

    Regards.
    I have read your entire story here and feel the only way you can get a resolution to this problem of yours is to email to the customer care saying that you are approaching the consumer court and also file a case on them.
    Last edited by ranjanbabu; 24th December 2010 at 03:27 PM. Reason: Automerged Doublepost

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