Airtel DTH Complaint – Re-Installation of connection
Name: Chetan Khurana
Defaulting Company: Airtel DTH
Re-Installation of connection
This is regarding the extremely poor service, and inconvenience I have been experiencing due to incompetency of the Airtel Digital TV department.
I had made an initial request to Airtel customer care for shifting my Airtel connection (customer ID 3000579688) from one town in Ghaziabad to another city (Nehru Nagar) in Ghaziabad itself (area change Approx 14 Km) on 5th Aug 2010.
The un-installation was done on the 7th August as scheduled. I took the equipment to the new address and was told that the re-installation would be completed on 8th Aug (Sunday) before 11 A.M.
Nobody came and I neither did I receive any phone call from anyone.
I again lodged a complaint on the same day (Date – 8th August 2010) and was given the service request reference no. – 3510811
The following SMS was received the NEXT day – “Dear Customer, your Service request reference no. is 3510811 for “Engineer Related” has been resolved. If the issue is unresolved please call 9910780423″
Since no one came, I called up the mentioned number – 9910780423. No one answered at that time and after some time the phone came up as switched off. (Note: I tried this number off and on, it still comes up un-answered as of yet)
I again complained on the same lines and got the service request reference no. 3519246 for “Delay In Resolution (Domino)”, which was again resolved magically the next day, without anyone contacting me!
I kept on making the complaints, and I do not know how the complaints kept on resolving automatically without anyone calling up or fixing appointments.
After again complaining on 15th August 2010, I got a call from an engineer and he said he would be at my new premises by 5:30 P.M.
I was not at my place at that time, and so had to rush back in order to get the installation complete. I called him back at 5:15 PM to confirm his visit but he said that he would not be coming now as his office is closed.
Since I am working and not available in the week days (I live on rent), I requested him a lot to complete it on the same day (Sunday), but to no avail.
I was very frustrated and the engineer also seemed very rude and un-cooperative.
I have been making complaints off and on for the past two weeks. The people at the support end are always giving me FALSE PROMISES and pathetic apologies, and they seem very surprised when they see all the complaints in the call history.
I have talked to managers and floor supervisors but no one is able to help.
The complaint numbers WRT the calls I made to airtel all these 3 weeks are – 3510811, 3519246, 3534799, 3537343, 3556170, 3611204 and so on.
As a matter of fact, even the Airtel Broadband suffers from the same poor management; it took 2 full weeks to shift my telephone/internet connection.
As a last ditch effort I called up one of the engineers in NOIDA, and he said that no one would come to do this shifting as AIRTEL does not pay the people (contracted staff) who make the new connections, they do not get the Rs 300 Airtel charges as shifting amount.
Now, after so many calls and because of the accumulating FRUSTRATION from such POOR, PATHETIC & 3rd rate service, I am contemplating to leave AIRTEL DTH behind. I complained for removal of my connection, but that too is not happening. Airtel is not cancelling my subscription and also not ready to refund my re-charge amount.
My advice to anyone reading this and looking for guidance about the AIRTEL Digital T.V. Service provider is that AIRTEL is built up on POOR MANAGEMENT and relies too much on the end staff to get its work done, who are irresponsible, hired contractors, and in some cases even hand in glove with local Cable operators, who want to maintain their monopoly.
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