Sunday, April 29, 2012
Airtel … you need to improve on customer service … pretty badly!
Last month I received a couple of messages from (allegedly) DoT
… stating that my papers (submitted at the time of application) are not as per
guidelines … AFTER 3 YEARS!!! (for a post paid connection, with a corporate
pack applicable, and not a single default!) … Incidentally I was out of station
(on official work) for a longer period, where in the connection was practically
barred (no roaming). When I try to reach helpline, the IVR didn’t even have any
option of connecting to the customer rep!
OK!! I accepted it … as part of the policies/ process/ … I
returned and (re) submitted all the papers with a fresh application.
20 days later … I receive the same messages again!!!
This time when I called the helpline (121) … I was told,
there is no such issue, they’ll revert everything / connection in any such case
…
Alas … the connection (outgoing) was again barred …
thankfully I was in town. When I asked to revert the connection … they say they
can’t do anything!! … Additionally when I asked what happened to the papers I
re-submitted few days ago … no update on that …
When I go to the Relationship center … they say the HO hasn’t
taken any action on many such cases (hasn’t processed the applications from
RC!) … And if I need to do anything … I have to go to HO for that … and RC won’t
accept any such application any further …
SO essentially, a) you are not running the process; b)
customer is an idiot and have to bare the brunt of your idiosyncrasies …; c)
Relationship centers are just another “payment centers” … they can’t help any
customer … what so ever …
THIS IS OUTRAGEOUS …
MR SUNIL BHARTI MITTAL … I believe you really need to look
into your customer care services (for at least Airtel) pretty seriously …
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