Hey Guys,
I would like to bring this inefficient system to your notice that’s bringing down a good service provider with reliable infrastructure in hand.
I have been struggling with this technical issue for quite some time. Internet connection gets disconnected for about 30-60 seconds for every 15-20 minutes, comes back on its own sometimes and most of the time I have to restart the modem.
Just by looking at the symptoms, I would have replaced the device during the initial phase of the troubleshooting. However, we are not here to talk about my intelligence but that of the Airtel’s.
I have been going thru enormous mental stress dealing with Airtel support, Nodal Officer, Appellate Office and talking to them for hours on regular basis for more than 2.5 months now.
I will try to provide some brief details about the issue and how it was handled by Airtel so that others can benefit from this experience with their service and support.
[*]The issue has been officially reported on May 15, 2011 for which the ticket was created on May 18, 2011
[*]The issue found to be a FAULTY MODEM DEVICE, and is replaced only on July 13, 2011
[*]Airtel took exactly 60 days to fix this issue. During the process, Airtel engineers has incorrectly communicated the status of the issue to the backend teams that resulted in creating multiple tickets for this single issue/problem that persisted for 60 days after I reported it
[*]Airtel engineers working on this issue have provided incorrect information to the backend team including following
[*]Calling customer and confirming the appointment / visit for the troubleshooting (no one turned up on scheduled time/day for 90% of the time)
[*]Confirming backend team that they visited the customer site and fixed the issue (while no one has visited customer premises and the problem continue to persist) – this has happened almost for 55 days
[*]Confirming backend team to close tickets opened for technical issue stating they have confirmation from customer, while there wasn’t any confirmation from customer(my) side and at the same time, I’m struggling/fighting with the Airtel customer care for hours on the phone to know why the tickets being closed without any resolution or any confirmation from my side
[/list]
[*]Multiple such incidents resulted in multiple tickets being opened for this SINGLE technical issue of Faulty Modem Device that Airtel took exactly 60 days to resolve
[*]In spite of customer asking for the full 60 days refund, Airtel has processed refund based on the duration of these tickets opened for technical issue only and not ready to accept that the problem persisted for 60 days after I reported it (and it was existed for many days before I reported)
[/list]My simple question to Airtel here::
[*]For a problem that persisted for 60 days with multiple tickets associated with the single issue due to inefficient and unethical resources utilized by Airtel, Airtel is approving the refund based on the time for which multiple different tickets were opened and not for the duration for which problem existed.
[*]Why customer should suffer and do not get the full refund for the duration of problem persistence???
[*]Why customer should get refund only for the duration of multiple technical tickets that’s nothing but the result of Airtel’s inefficient way of handling of the issue???
[/list]This is what I’m going to ask moving further so I have enough information to go to consumer court and report this issue with their system and people. I’m sure they wont be interested in answering those questions. However, I’ve decided to gather all the information I have for past 2.5 months and ensure I register a complaint. I’m planning to register the complaint thru www.icrpc.org please let me know if someone knows a better option than this.
[*]All the technical and billing tickets opened for this account since May 15, 2011
[*]Details on every single refund requests processed since May 15 along with the refund ticket number and the technical ticket numbers associated with it; also mention how the refund amount was calculated for each of these tickets/requests
[/list]Thank you for your time.
Ketan
I would like to bring this inefficient system to your notice that’s bringing down a good service provider with reliable infrastructure in hand.
I have been struggling with this technical issue for quite some time. Internet connection gets disconnected for about 30-60 seconds for every 15-20 minutes, comes back on its own sometimes and most of the time I have to restart the modem.
Just by looking at the symptoms, I would have replaced the device during the initial phase of the troubleshooting. However, we are not here to talk about my intelligence but that of the Airtel’s.
I have been going thru enormous mental stress dealing with Airtel support, Nodal Officer, Appellate Office and talking to them for hours on regular basis for more than 2.5 months now.
I will try to provide some brief details about the issue and how it was handled by Airtel so that others can benefit from this experience with their service and support.
[*]The issue has been officially reported on May 15, 2011 for which the ticket was created on May 18, 2011
[*]The issue found to be a FAULTY MODEM DEVICE, and is replaced only on July 13, 2011
[*]Airtel took exactly 60 days to fix this issue. During the process, Airtel engineers has incorrectly communicated the status of the issue to the backend teams that resulted in creating multiple tickets for this single issue/problem that persisted for 60 days after I reported it
[*]Airtel engineers working on this issue have provided incorrect information to the backend team including following
[*]Calling customer and confirming the appointment / visit for the troubleshooting (no one turned up on scheduled time/day for 90% of the time)
[*]Confirming backend team that they visited the customer site and fixed the issue (while no one has visited customer premises and the problem continue to persist) – this has happened almost for 55 days
[*]Confirming backend team to close tickets opened for technical issue stating they have confirmation from customer, while there wasn’t any confirmation from customer(my) side and at the same time, I’m struggling/fighting with the Airtel customer care for hours on the phone to know why the tickets being closed without any resolution or any confirmation from my side
[/list]
[*]Multiple such incidents resulted in multiple tickets being opened for this SINGLE technical issue of Faulty Modem Device that Airtel took exactly 60 days to resolve
[*]In spite of customer asking for the full 60 days refund, Airtel has processed refund based on the duration of these tickets opened for technical issue only and not ready to accept that the problem persisted for 60 days after I reported it (and it was existed for many days before I reported)
[/list]My simple question to Airtel here::
[*]For a problem that persisted for 60 days with multiple tickets associated with the single issue due to inefficient and unethical resources utilized by Airtel, Airtel is approving the refund based on the time for which multiple different tickets were opened and not for the duration for which problem existed.
[*]Why customer should suffer and do not get the full refund for the duration of problem persistence???
[*]Why customer should get refund only for the duration of multiple technical tickets that’s nothing but the result of Airtel’s inefficient way of handling of the issue???
[/list]This is what I’m going to ask moving further so I have enough information to go to consumer court and report this issue with their system and people. I’m sure they wont be interested in answering those questions. However, I’ve decided to gather all the information I have for past 2.5 months and ensure I register a complaint. I’m planning to register the complaint thru www.icrpc.org please let me know if someone knows a better option than this.
[*]All the technical and billing tickets opened for this account since May 15, 2011
[*]Details on every single refund requests processed since May 15 along with the refund ticket number and the technical ticket numbers associated with it; also mention how the refund amount was calculated for each of these tickets/requests
[/list]Thank you for your time.
Ketan
