4 Months Experience With Airtel DTH - Absolute Headache, NOT At All Worth it

*(This is what i recently have written to Airtel Nodal Office and their other departments and all that has happened to me.)DTH SERVICE- CONTINUED HARASSMENT/ NO HELP FROM CUSTOMER SUPPORT‏Hello,I am using airtel dth service since October 2009 (CUSTOMER I.D - 3001640031), have got 1 + 1 multi connection. Made full payment for one year in advance. Firstly, i have been wrongly given low price channel package (since October 2009) on my multi connection BUT charged me for the higher/desired rate channel package. Channels were freezing, the set top box was performing really slow and a other few problems i have noticed during this time. After causing me all harassment and a lot of pain, and by making 25 calls, speaking and explaining my situation each and every time to at least 10 different customer advisors, 6 team leaders/supervisors, 3 customer retention executives, 5 technical engineers; finally my dth channel package got rectified during November 2009.Now from the month of December 2009, both of my dth connections are showing continues video and audio disturbances all over the day, within different time gaps. I have already complained 7 times at least, calling 16 different customer care executives at least (their is no way to track the last person i was speaking to AND they don't disclose their i.d, neither do they maintain any notes on the last conversation with the customer to avoid repeated explanations every time and inconvenience causes due to that), out of which nine couldn't understand or shown interest in resolving my problem and disconnected my calls in between after keeping me on hold and saying me to wait and that they are transferring my call to their senior. This again has caused me a lot lot harassment/trouble by wasting my time and effort, and still the problem is not resolved. Six different airtel dth engineers have already visited my house and couldn't find any logical clue to the real problem. The last time they just changed some hardware device on mere guess work, saying me that now the problem won't come (without even intimating me that i'll be charged for that replaced hardware AND that as the connection is hardly four months old yet the malfunctioning hardware is not covered by airtel). For this hardware Rs.1050 has already been deducted from my airtel dth account on the 12/01/2010 without my permission. As a matter of fact the the same video and audio problem is continuously coming and has never stopped till this day.Again, i have already spoken to at least six different customer advisors in between 12/01/2010 to 13/01/2010. Five of them (their names Faisal, Anurag, Sandeep, Seema, Sunil) listened my full case, kept me on hold to transfer my line to their senior, and then disconnected my call after few minutes. They never told me their i.d despite requesting them for the same during the whole conversation. The last female customer advisor who attended my call today (on 13/01/2010) at about 13:30 has registered a complaint first time for the video and audio problem in my dth service, and that it'll be resolved by 17:00 today. She also made a request to refund my Rs.1050 due to unnecessary hardware replacement by airtel dth engineer. I also requested her to make a complaint to refund all of my subscription charges on both of my dth connections for the number of days this problem is causing me problem. She gave me a reference no.1754481 for the same.Airtel recently had stop telecasting World Space Radio service within their dth service, which was one of the main reason i have opted for airtel dth service out of several other service providers in the market. These channels are now replaced by the regional FM Radio stations, which are of no use to me.I guess i shall now appoint a separate staff to handle the airtel dth service due to the time and efforts it need to get the "world class service".I am writing you this letter (Nodal Officer, Airtel) despite knowing the fact that may soon going to send me another email address (write to 'digitaltv@airtel.in', which i already did) without even reading this whole letter to contact with for the above problems. And that the next person/department (digitaltv@airtel.in) will generate another automated message/reply, and then finally this letter will be lost forever in the precious airtel database without any further response or reply. i am facing all these problems from the very first day, but since i already have made the mistake taking airtel dth service, so i have got no other option but to struggle or to go to the consumer court. So i am only gathering some evidence here, by giving you another chance to perform.Regards.

If concerned Nodal Officer is not able to resolve the issue, where can I approach ( for Airtel Digital TV issues)Is there any Appellate Authoruty?Can I approach TRAI? How? ( bcaz the issue is of serious nature)

Please meet in person @

7th Floor, Bldg No -7, Interface, Mindspace,
Link Road, Malad (W),Mumbai - 400064,
Maharashtra Ph: 99872 34865 Fax:
912240031404
e-mail - nodalofficer.mum@airtel.in

OR

7th Floor, Bldg No -7, Interface, Mindspace,
Link Road, Malad (W),Mumbai - 400064,
Maharashtra Ph: 99872 44865 Fax:
2240031404
e-mail -appellate.mumbai@airtel.in

my suggestion to send FAX and then react.......

Hope to get relax soon

Thanks Karthik, I have tried customer care and Nodal Officer lever, but thet have failed to resolve the issue. I have sent many mails to both of them. But they have failed to resolve or understand the issue at all. Though the monetary value of the mistake they commited is not much but if considered for all such cases for customer like me, it is a huge mistake.There is a mistake committed by Airtel Digital TV in my account. Let me expain how it happend.I subscribed to Economy Pack in January 2009. At that time there were few regional channels which were not available in the Economy Pack but were under separate top up called "East Plus" top up. So, I subcribed to East Plus top up also.Meanwhile they included all those regional channels ( which were available under East Plus Top ) even within Economy Pack. But they did not inform me about that and continued to deduct me for both Economy Pack and East Plus Top Up.Not only that, In order to hide the fact, when I realised the same in November 2009 and asked for last 6 months billing details, they refused to provide the same. In fact the Self Care segment of web site which should have given the last 6 months billing details, they have removed the same. When I pointed out the mistake/ over charging done in my account they simply refused to selove the same. I asked for refund of money of those months. They deleted all the billing data of my last 6 months billilg details and refused to give any information. I have tried all I can do by approaching at the Nodal Officer level, but nor response, attitude is like " do what ever you can do, no one above me to listen to me" Can anyone give me email id of some senior management in this regard. Is the Appellete Authority given by you for Digital Tv also or is it only for Telecom and broad band related?I have tried contacting over phone also but no one pick up it. As suggested by you I will fax them in details. lets hope best.Thanks

I think above details (what i replied earlier) is enough for your problem. Send Fax and mail, wait few days and then meet directly.

Thanks Karthik, How do you know that I am from Mumbai? My Airtel Digital TV connection is not in Mumbai.Why are you insisting on meeting them, can this not be solved without meeting?

I have faced same but not DTH. So, i know to how resolve this kind of issues.So, lessons learned and helping to others. If you are not in Mumbai, check nodal officers detail thread.

overcharging its customers is what airtel loves to do and dares to do.