When 48 hours = 48 days
Shifting broadband connection customer experience woes at airtel broadband; same same since inception #betterthanBSNL
72 days and counting (October 3, 2017)
This is for airtel broadband/fixed line number 0120xxxxx73.
On July 31st request was made to shift connection (we have been paying safe custody) to Bangalore address. First two weeks, documents seem to go missing.
I have sent it to a_senthil.kumar, central relocation email (bounces and it seems to be bouncing for the last 3 years as per complaints online), 121 and other customer care emails. Each time, response was please send me email again, what is your email, what is your service request, etc.
Pretty much our vacation time last weekend was gone answering queries related to details of our queries including address, whether it is new or shift, documents, etc. etc. and each time a new manager comes and asks the same questions with the promise it will be resolved in 48 hours or “today.” Here’s the recap of the last three days. Someone wanted to come over… I thought they will finally install. having gone through the ordeal, I thought maybe check again so I called back.
Apparently, it was a document guy who thought it’s a new connection and wanted my documents (again). On telling them everything is done and this is just shifting, he calls another manager and promises a call back.
Later, I am told he will get it sorted today and no need for documents… later become like 6pm and on callback he tells me someone else will do it since they don’t do this and same old things of feasibility etc.
18 hours ago Sent
Next day morning, manager calls and assures me things will be done… someone said the same thing day before. This time a technician is on the way… we spend all day at home waiting on a weekend… it rains… technician is late… “sir, it will be done today… just wait.” 6pm… we have stayed home all day… “sir, office closes 7pm… can’t send anyone today… also, fault line so we had problems…” today, noon technician says is at home… we are out now. He says, I am 10 minutes away from you… our office is very close… jsut give a call and I will be there…. So, we go back home without any lunch and call him to be home… some Chandru. he assures us he will be there in half an hour at 2pm. At 2pm, he is somewhere else. “… just after this.” At 230 pm… “… in 10 minutes, reaching…” No one till 4pm and now phone has gone awol… no one picks up. Around 6pm, we again, like everyday, call 121… same thing… no one know what service request, what is status, if it is new connection, what…. BSNL finished requests faster when they were hacked. xxxxx xxxxxxxx38 DO NOT CALL. Send a technician by 12noon or we will have a new connection.
18 hours ago Sent
Updates here…
So, apparently, wiring is at fault. Airtel can’t fix it… says, tell “your” electrician. Electrician says, if “AIRTEL” can’t fix it, how can I? Fair enough.
Got call from Airtel saying, you have a problem.
- NOTE: This is what has been said for at least two weeks now. Somehow, it goes in a cycle…
First, they land up when you are not there.
If you are on the way, they are fixing it.
If you are there, there’s a problem with wiring.
If you are waiting, they are on the way.
If you are tired of waiting, they “were” on holiday after calling you.
REPEAT steps.
— -
From: airtelpresence@in.airtel.com <airtelpresence@in.airtel.com>
Sent: Wednesday, August 23, 2017 5:47 PM
Subject: RE: [|BAL|Ref52168385|] FWD: REFERENCE NO. 85734818: DOCUMENTS FOR BROADBAND / FIXED LINE CONNECTION
Dear Customer,
This is with reference to your communication regarding airtel services.
We have checked our records and found that highlighted concern has been addressed.
If you have any further queries/concerns, please contact us at airtelpresence@in.airtel.com.
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Yours sincerely,
airtel presence (airtel customer service team)
bharti airtel limited
airtelpresence@in.airtel.com
— -
I do not have a connection, so WHAT “concern has been addressed?”
After getting everything… new process. Originating again in NCR Delhi and not in Bengaluru.
From: airtelpresence@in.airtel.com <airtelpresence@in.airtel.com>
Sent: Thursday, September 28, 2017 11:06 AM
Subject: Regarding airtel account number 7026967502Dear Mr. Ghosh,
This is with reference to your communication dated 16th August 2017, wherein; you complained regarding delay in installation for airtel account number 7026967502.
This is to apprise you that we have conducted the technical surveyed and found that due to internal wiring issue we are infeasible to process the shifting request. Hence, we would request you to kindly contact local vendor for internal wiring.
Further, we would like to process the adjustment of Rs.988.30/- for delay in shifting. Therefore, we would request you to kindly share your word of consent to process the request accordingly.
The current outstanding amount is Rs.988.30/-
If you have any further queries/concerns, please contact us at airtelpresence@in.airtel.com
Your¿s sincerely,
Mohd. Arif
airtel presence (airtel customer service team)
bharti airtel limited
Amazing how they are still going round and round… back to square one. At least, they have the date of August 16th right. That’s 72 days or 2.5 months now!! wow!
