Incapable customer care and messed up system!
Complaint
Annoy
Country: India
Airtel's customer care is totally useless! I wonder if they are trained to handle issues or not. I own a Bangalore pre-paid SIM card and about 2 months ago, I went on a vacation to Cochin, Kerala where I recharged my balance for Rs350. I told the retailer clearly that it's a roaming SIM card and the retailer showed me some rate cards where I chose to recharge for Rs350. Now the SMS that I received later said my recharge balance was only for Rs3.50. By then I was already on the highway and couldn't turn back. So I came back to Bangalore, lodged a complaint with Bangalore's Customer care which took 1 month to "check with concern department and revert" and said they cannot solve the problem becoz the retailer is in Kerala and that it's not within their control. And the customer care officer said "Sorry we cannot help you in this situation"! Period. And to think I spoke to a Floor Supervisor and not a trainee or novice on the job!
I then had to ask her the customer care no for Kerala and then contacted them (Shouldn't these officers know how to direct calls that are not within their control? ) After I asked the Floor Supervisor for the no. to call in Kerala, she gave it to me and you know what they have to say? "Sorry this is a problem where retailer has done wrong and we don't have option to check it out from our system". So I asked who takes charge of complaints regarding the retailer and she said there's a customer care for retailers. I was glad and asked her and she said "It's only a no. for retailers and only a retailer SIM card can reach that no." So I asked her what do customers do when there's such a problem where the retailer has made a mistake in the recharge process. And she had no answers for me.
Isn't this great for an organization like Airtel..... Hello Airtel people..... are you reading this?? Better buckle up! I would have given names of the people i spoke to n this email but i don't see a point in embarrassing them when the organization is incapable of training these officers. I'll never EVER use Airtel's service again!!!
I then had to ask her the customer care no for Kerala and then contacted them (Shouldn't these officers know how to direct calls that are not within their control? ) After I asked the Floor Supervisor for the no. to call in Kerala, she gave it to me and you know what they have to say? "Sorry this is a problem where retailer has done wrong and we don't have option to check it out from our system". So I asked who takes charge of complaints regarding the retailer and she said there's a customer care for retailers. I was glad and asked her and she said "It's only a no. for retailers and only a retailer SIM card can reach that no." So I asked her what do customers do when there's such a problem where the retailer has made a mistake in the recharge process. And she had no answers for me.
Isn't this great for an organization like Airtel..... Hello Airtel people..... are you reading this?? Better buckle up! I would have given names of the people i spoke to n this email but i don't see a point in embarrassing them when the organization is incapable of training these officers. I'll never EVER use Airtel's service again!!!
Comments
MENE EK NO. LIYA THA APNE FRIEND KI ID SE AUR WOH SIM KHARAB HO CHUKI ISLIYE AB MUJHE ISI 9958787426 NO. KI DOBARA SIM LENI HAI PLEASE AAP MUJHE, YE NO. MANOJ THAKUR K NAME SE THI YE SIM AP MUJHE ISKA ADDRESS DETAIL BATAA DIJIYE TAAKI ME YE NO. PHIR SE LE SAKUN.please send my e-mail id detail for this no.
THANK YOU
MAMTA. MY E-MAIL ID-Kaushalmamta21@yahoo.in
Airtel,
Ref: Telecon with anonymous staff of Airtel- for Tel. No. 4000411, Faridabad on my teleno. 9810272904 at about 5.30 PM
Sir,
We had a number 4279989, which was installed somewhere in April’09 in the name of our new company, ‘The Radium’. by misleading us the Airtel Group of people got the order signed for the number even before \ and then after paying for 2 bills no, 670285809 dtd15.05.09 for the amount of Rs. 7413 and bill no. 671099977 dtd06.06.09 for the amount of 13633/-, a request was made to Airtel to shut this connection plan and change it to be a reasonable plan since broad band use to us is of consequence. The Airtel staff has been ignoring this inspite of our mails / personal appraisals from time to time and flat refusals to pay up the balances, since we have been asking for change of plans from May onwards. Unnecessary bills have been raised- which have incurred reputation loss due to non payment, serious financial loss as well as non performance loss to us, resulting in loss to business worth millions, in view of the fact that applications of many a students for September intakes of admissions could not be worked out during one definite week which was very crucial.
Even yesterday inspite of our other no. (3 yrs old), in operation in name of PMS Creations (P) Ltd, its bills are always paid up on time, was barred by Navneet Bhatia, Airtel executive and he called up with anonymity although from teleno 4000411 to threaten that this line would also be barred in view of non payment of the other line 4279989,and even money recovered with physical force strangely by using muscle power. This guy, Mr. Navneet Bhatia from Airtel.. sought my consent to bar the telephone, broadband knowingly that we are users of broadband.
In a situation like this, your intervention is sought- or else we shall be forced to proceed legally against the erring officials to recover losses that we have undergone:
(i) Installing no. 4279989 by misleading us and causing a loss of about Rs. 21,046/- already paid, where we could have worked up with just Rs. 1500 plan connection!
(ii) Change of this no resulted in huge loss of connection with students – causing loss of business to us may be of about 15 lacs.
(iii) Time to time visits of these erring officials pleading innocene for this connection- causing huge loss of our time in office.
(iv) The present scene of yesterday put us to a great embarrassment of non performance with loss of contact with London.
Now we envisage further loss by such official calling us up-and threatening us-to disconnect other Broad Band connection- is it that Airtel is showing through its erring officials true colours of non performance to a valuable customer?. We have been with Airtel for 14 years continuously having not less than 10 connections at a time not a single default ever.
The option left with us after yesterday’s horrific experience is to choose with Airtel or other service providers- please advise us on this with necessary action proposed.
Thanking you
Sunil Behl
The Radium.
Airtel
Faridabad
Dear Mr. Bhatia,
My visit to your enquiry desk resulted in your coming down to the desk on being contacted.
Please note of the following. Thank you for the indecency and your threatening attitude. It was indeed gratifying at last that you conceded that on your instructions, barring of no. 01294118599 took place which you posed as if you were not aware of this
This is not surprising but this has added to the losses you and your team have already inflicted on us by firstly cheating us by installing a connection with unexplained plan and secondly on our realization of the wrong choice of plan you made for us, you had ignored our requests for change since May, till now that we stopped paying you for the next 2 months i.e. June & July. You came forward with another plan and again made us agree for a plan of Rs. 7000/- in the garb that you guys would lose job or else you would have to pay to the company from your salary account.
Now that you have gone to the extent of barring tele no. 4118599 belonging to another company.
It seems that instead of your being an asset to AIRTEL, rather than the crookedness you are trying to carry forward.
I am sure with a customer who is not less than 14 years old with AIRTEL and not a single default number with 18 nos, you have dared and again cheating please mend.
Thanking you
Best Wishes
Sunil Behl
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,
Mohsin Khan
Airtel Customer Service Team
This is to inform you that your concern has been noted and our team is working on a resolution. At the outset, we apologies for the inconvenience faced by you. We will get in touch with you for further details of your concern as the need arises.
Regards,
Mohsin Khan
Airtel Customer Service Team
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.
Regard's
Mohsin Khan
Airtel Customer Service Team
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,
Mohsin Khan
Airtel Customer Service Team
mera lapu number-9890767733
Mai 4 sal se airtel retailer hu.mera transiction ek mahineme
Rs 2000 hota hai,aur muze deler ne 500 ka target diya tha,mai Rs 1500 jada karta huan.to bhi mera plan change kar diya.22/10/2009 se mera plan change kar diya gaya.Rs 200 per Rs 88 hi balence mil raha hai aur call rate bhi jada lag raha hai.
peease mera plan jaldi se jaldi purane plan me convert kar digie.
mera lapu number-9890767733
Mai 4 sal se airtel retailer hu.mera transiction ek mahineme
Rs 2000 hota hai,aur muze deler ne 500 ka target diya tha,mai Rs 1500 jada karta huan.to bhi mera plan change kar diya.22/10/2009 se mera plan change kar diya gaya.Rs 200 per Rs 88 hi balence mil raha hai aur call rate bhi jada lag raha hai.
peease mera plan jaldi se jaldi purane plan me convert kar digie.
mera lapu number-9890767733
Mai 4 sal se airtel retailer hu.mera transiction ek mahineme
Rs 2000 hota hai,aur muze deler ne 500 ka target diya tha,mai Rs 1500 jada karta huan.to bhi mera plan change kar diya.22/10/2009 se mera plan change kar diya gaya.Rs 200 per Rs 88 hi balence mil raha hai aur call rate bhi jada lag raha hai.
peease mera plan jaldi se jaldi purane plan me convert kar digie.
I would like to inform you that your concern listed on 8th August, 2009 has been resolved.
Should you have any queries please contact Airtel customer service at 121 or write to 121@airtel.in
Regards,
Rakesh Kumar
Airtel Customer Service Team
This is to inform you that your concern has been noted and our team is working on a resolution. At the outset, we apologies for the inconvenience faced by you. We will get in touch with you for further details of your concern as the need arises.
Regards,
Rakesh Kumar
Airtel Customer Service Team
Maine 07/06/2011 ko Airtel ki Essay sim li, lekin me es sim se retailer customer care no. 12144 & 801 per call nahi ho pa rahi he.
mera sim card no. 9950921425 he. mere is no. per Airtel prepaid scheme ki jankari ke liye SMS bhi nahi aate hai.
Please sir, meri es problem ka samadhan kare.
Retailer :- PRAHLAD PRAJAPAT
sir main ek number ki 2 airtel sim lena chahata hu. Agar aesa kutch hota hai to aap meri e-mail par jankari send kare
thankyou
bittukudawla@gmail.com
ph.9928873708
i my situation told customer care first time sent sund success message not comming so again send same number two time recharged same number customer one value given
one value loss my,i told customer care no help
RAJU RAM