from: appellate.Del@in.Airtel.Com
date: 13 march 2012 2:20:39 pm gmt+05:30
to: kartikkdewan@gmail.Com
subject: re: regarding 3g connection complaint [|bal|qrc10903122303068232228|]
dear mr. Dewan,

warm greetings from all of us at airtel.

This is in reference to the email received on 09 march 2012, expressing your concern regarding the 3g network connectivity for your airtel mobile number 9818303360.

To address your current concern, we have already raised a complaint with the relevant team. For your reference, the unique service request number is 42559074. Our team will contact you by 16 march 2012 with an update on your concern.

We completely comprehend your viewpoint and sincerely apologize for any difficulty caused to you by our customer service department.

We regret the inconvenience caused to you in this regard.

We hope that we have been able to address your query suitably.

Please do write in for any further assistance.

Please feel free to speak to our call center executive on 121 regarding any query/Request and on 198 for any complaint, you can also email us at 121@in.Airtel.Com.

You can get in touch with the nodal officer with your earlier request or complaint number if it is still unresolved. You may send an email at nodalofficer.Del@in.Airtel.Com or you may call at 9818334865 from 9:30 am to 6:30 pm monday to friday. The nodal officer will provide a resolution to your complaint in 10 working days.

If you do not receive a satisfactory response from nodal officer you may send an email at appellate.Del@in.Airtel.Com or you may call at 9958444865 from 9:30 am to 6:30 pm monday to friday.

Warm regards shilpi dutta appellate office bharti airtel limited

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———original message———-
from: kartikkdewan@gmail.Com
to: appellate.Del@in.Airtel.Com
CC: 121@in.Airtel.Com
sent: 09/03/2012 11:29:58 pm
subject: re: regarding 3g connection complaint [|bal|qrc11702121902577939888|]

hi bhavna jaiswal/Minish marqus

I would like to inform you that again I am start facing issue with my airtel
connection. I am not sure why same problem start occurring on my number. I have
seen user also complaining about there 3g connection. If any person on higher
level in your department would have face the same issue then you must
have action-ed it on priority basis, however you are taking my complete very
lightly. Moreover the team of your technical department is informing that my
handset is bad, which I have check and test in apple and my other office
colleague. I have noticed the problem the signal strength is always flickering
not stable and some times 3g symbol goes more over now its giving me an error
message that dns server is not responding. I have checked with my friend micro
sim which is working on my handset which clearly means that my handset is
working and same has been tested by apple service center, because of your
stupidity they opened by handset, is airtel going to pay me for that, nope, but
you are forcing me to do such things, why don’t you understand its problem from
your end and you need to fix it why I always have to take initiative and your
staff ask me to visit our airtel relationship center and all which is most
pathetic department at naraina , new delhi, those people are very rude and
insulting among all the customer even if you pay me even though I will not give
a visit at your airtel relationship center at naraina, they are so cheap
and crabby guyz, pathetic staff. This is my final commitment to you, if you
cannot fix my problem, let me know else I am going to logged a complaint in
consumer court, I am sick and tired of arguing with you and department. Iam
paying approx 450/- Pm for 3g and other service separately and monthly rental
yearly in response I just got service for 5-10 days then no connectivity for
the entire month, this is ridiculous and not acceptable..
my last request if my problem does get fixed by morning eod, then I will
logging a final complaint in consumer court on tuesday morning. I have checked
by sim in my iphone 4g and checked in my friend iphone 4g and I have checked in
my ipad 2, still no go.
Device are not the problem, your services is damn not worthy.

Contact person name: kartik dewan
ph: 9818303360
alternate no. Na
location delhi

on wed, mar 7, 2012 at 11:32 am, kartik wrote:
hello airtel team

this is to inform you that from yesterday I start facing the same issue which I
reported 10 days back on my mobile number. I logged a complaint today morning
please check and correct it I’M tired of writing emails to you for your
pathetic service.

Regards
kartik dewan
sent from my iphone
9818303360
delhi

on 28-feb-2012, at 6:15 pm, nodalofficer.Del@in.Airtel.Com wrote:

dear mr. Dewan,

warm greetings from all of us at airtel.

This is in reference to the email received on 17 february 2012, expressing your
concern regarding the 3g connectivity for your airtel mobile number 9818303360.

As per our telephonic conversation, we would like to inform you that, your
concern regarding the 3g connectivity has been resolved as per your
confirmation.

We understand the inconvenience caused to you and regret for the delay in
responding to your email.

We hope that, we have been able to assist you suitably.

Comments

Official Response
Airtel
15th March 2012

Dear kartik dewan,

this is to inform you that your concern has been noted and our team is working on a resolution. At the outset, we apologize for the inconvenience faced by you. We will get in touch with you for further details of your concern as the need arises.
For any queries you may have you can also get in touch with us at http://www.Airtel.In/Airtelpresence

regards
rakesh ranga
airtel presence (airtel customer service team)
bharti airtel ltd
airtelpresence@in.Airtel.Com

connect with us 24×7 and we will be happy to assist you with a swift resolution to your queries on all our products and services

twitter – http:/Bit.Ly/Fkcsxc

facebook – http:/On.Fb.Me/Cecyvs

Kartik Dewan
17th March 2012

Hi airtel team

this is to inform you that I just called airtel care 198 from my cell. And I was trying to get the status of my complaint from them, however worse part they are not updated about the same. Along with that on thursday I got a call from your nodal officer and he informed that to be at home so that they can collect proof of account holder after that they will provide me the new micro sim for my airtel phone but they DID not turn so they asked again to wait a 1 day or 2 so I came early from office but no one called me or turn up at my place in the end on friday night even around 7:30 pm (dated: 16/3/2012) they told that our policy has been change we are not going to provide you new micro sim and he hanged up the call this is the most pathetic part. I dont know what kinda staff you have and how you are treating the customer, I am not sure what you are upto and in the complaint I confirmed with airtel care they have mentioned that I M only facing issue at my home place and your executive will be visiting my place to test the 3g connection, I am surprised to see airtel listening skills, I told me that I am facing issue all over the place its not the single place. I am just worried I dont know how to deal with you guyz and your misbehavior with customer. This whole month I have not used more than 250 mb I would also request you to please wave of my current bill as I am not able to use it. Please call me and update me about the status of my airtel 3g complaint else with in this week if this is not corrected I will disconnect this number and IM in process of getting legal against your company which is mentioned earlier also. I M discussing this case with my uncle who is an advocate. I have lost faith from airtel now company completely and believe I will not recommend airtel to anyone nor in my family & friends. The most pathetic service from airtel.

Regards:
kartik dewan
9818303360

I am very unsatisfied with airtel services and would advise not to use airtel services being a Mobile connection. Digital TV, Broadband. All are reacting like Hell. This is very Pathetic service provider. Even Customer care, Nodal officer or Appellate authority does not know how to talk to a customer and there is no other escalation point other than appellate authority. No one had answer to my question. I am using all services from airtel and in a process of disconnecting all of them (3 Mobiles, One landline, Broadband and Airtel Digital TV).

Thanks
Deepak Kansal

The problem is not just Airtel, its with a lot of service providers. Unfortunately, the situation does not seem to be improving in any way. As of now I have no cribs for Airtel any more since they sorted out the mess they created but who knows it may be back to haunt me or any one else for that matter.

Thanks.

Cheers…Kishore
–

For past 3 weeks, I am asking them to revert wrong charges placed on International Roaming. Even after showing them email sent BY Airtel to me, confirming the start and stop dates, they merely parrot in every email— We are not in receipt of your earlier request to stop IR, the charges cannot be waived. I mean, WTF? Can they not read English or are they calling me a liar?

Escalating to Nodal officers usually gets you a “pity” waiver. After many weeks, they will waive off the Rs.99 or so that you contest (more on principle, than for profit). They will still not accept or apologize, the girl from “customer excellence” will merely agree to the waiver. The system will maintain a high level of Moronity. Customer Care is too profitable to jeopardize by injecting “intelligence”!

Great post.

Vidooshaks last blog post..Common Sense has No Nationality

In contradiction to your hope, I hope she is getting promoted, so she can inspire and guide a whole team – or better, the whole company – towards this level of competence.

and … considering your experience… maybe cloning in humans would not be such a bad thing…

Best

Michael

It’s not always bad. I just fought an apparantly losing battle with my bank (ICICI) and Airtel, trying to pay my bill. Just as I was about to commit what I would have called justifiable homicide, I decided to call Airtel one more time, and vent.

What I got was an extremely sweet lady who understood the problem, solved my payment problem by sending me to visabillpay.in, then booked a complaint to airtel and icici about the issue I have had, then personally called the next level up to make sure that the complaint has registered and is being addressed, then called me back and confirmed that airtel had received the payment, and gave me the refence numbers for the complaint for both icici and airtel.

Wow!

And I didn’t even get her name, which means that I can’t send in a recommendation for what I would call the sweetest and most pleasant customer service person I have ever dealt with. incredibly patient, never aggravating, and very very helpful.

I hope they never promote her, so that more people can get to deal with her rather than the kind of ^%$$@@@ we have been dealing with.

Atul

Yes, true, service is weak in almost every sector – I was just getting aggravated with telecom because I am utterly dependent on it and so I let off some steam when I found this thread dealing with this very issue…

Please take my apologies for my harsh words. I once learned, that as a foreigner one should not critisize a host country…But then it drives me absolutely nuts that I have to face this ever same issues and have to waste so much of my time, energy (and money) on basics that it is getting very hard to focus on objectives. Unfortunately this applies to government-, banking- and servicing institutions in general and does not stop at telecom. (

I guess this attitude is a relict from past times, when India was a clear sellers market and one had to be grateful to be able to receive a good or a service. But times have changed and minds need to change as well, otherwise this country will go into self destruction mode. Inflow of financing might stop one day due to whatever reason and if India has not learnt to self sustain its economy (and that also means valuing its consumer base) by that time – well, then goodbye…

So in the end it is not really just the question of investing into soft skills, but also of building attitude and this might be a sociological issue rather than a corporate one.

I do not have any recipe but it would be a good starting point to publicly discuss the implications of such a fast economic growth and how it impacts culture and environment. India really has the potential to become a very decent marketplace, but only if people cooperate and do not take advantage of each other. Might sound a bit philosophical, I know, but I have learnt from Indian traditions that caring for each other is a high held value and unfortunately I see this thrown away quickly in modern times on the quest for fast and maximised earnings. My plea to the people of this great nation would be: don’t try to imitate western standards, but CREATE proprietary Indian standards! You have the potential to make it better than it has been done elsewhere…

Already on the edge of going overboard, I conclude at this point. Wishing you all the best with your blog and many happy readers!

take care

Michael

Service is bad in most areas, Telecom is just one that we use so much that they do get the brunt of our complaints. But I do agree with you, training in soft-skills and HR would be more beneficial than just investing more in technology!

We can only hope, that it starts getting better. There was a time we only had BSNL/MTNL and literally had to grovel to get services at least that has changed.

Cheers…Kishore
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