Customer Service. Now I understand why you all get so annoyed with them.

  • Thread starter Thread starter mgcarley
  • Start date Start date
  • Replies Replies 25
  • Views Views 4,960
M

mgcarley

Founder, Hayai Broadband
Messages
6,287
Location
NA
ISP
India: FTTH, FTTB or 3G // NZ: VDSL // USA: FTTH or Cable (DOCSIS3)
I've become somewhat interested in how Airtel's policies are, having now read a lot of complaints about Airtel censoring the web recently and so on. So I thought I'd try and get copies of all the policies.

I sent the below message to wecare.west@airtel.in and airtelpresence@airtel.in

---------------------------------------------------------------------------

Hello,

Would you please be so kind as to forward Airtels policies on Privacy,
Network Abuse, Fair Usage and any other applicable documentation with regards to Airtel Broadband connections?

I can not find any links to these anywhere on the Airtel website.

--
Regards

Mathew Carley


---------------------------------------------------------------------------

Dear Mr. Carley,

Thank you for writing to Airtel Telemedia Services.

With reference to your e-mail dated 29/04/10 regarding inconveniance faced
by you for Airtel website related services . We would like to inform that
the details furnished by you are not sufficient for us to provide a
resolution. We request you to elaborate the same so that we can have your
concern resolved at the earliest.
We take this opportunity to thank you for yuor feedback. Our aim at Airtel
is to provide a convenient and efficient service to all our customers.

We would like to allay your concerns and assure that we would take adequate
steps to ensure the non-occurrence of the same in future. It has always
been our endeavor to make our customers happy and we assure you that your
feedback will be used to improve our products and services to ensure that
your experience using Airtel is a pleasant one.

It is our privilege to have you as our valued customer and would like to
thank you for your continued patronage. We look forward to a very warm and
fruitful association with you.


For any further assistance please feel free to call our Call Center number
121 /44444121 which is accessible 24 hours or email us at
wecare.west@airtel.in

Assuring you the best of our services at all times.

Regards,
Click to expand...
XXXXXXXXXX
Customer Care Officer
Airtel Telemedia Services
Click to expand...


---------------------------------------------------------------------------
Hi,

I believe that my message was perfectly clear, however I don't believe
you understood the request.

I would like to read up on Airtels policies on Privacy, Network Abuse,
Fair Usage and any other applicable documentation with regards to
Airtel Broadband connections. Can you please forward me these
documents in PDF, DOC, HTML or Text format.

Best regards

Mathew Carley
 
Last edited by a moderator:
they just think that people, read customers, are dumb.. and can't do anything
 
LOL, their first policy is to reply customer with a STANDARD and so called extremely polite (read bragging) and extremely lengthy to read reply.I faced same problem when I had TATA/VSNL connection. First one or two e-mails I always got a standard reply even if my question/problem was not at all related to what they replied.
 
It gets better. I have received somewhere in the vicinity of 4 followup/reply emails from Airtel:

---------------------------------------------------------------------------

On 4/30/10, wecare.west@airtel.in wrote:
Dear Sir\Madam,

Thank you for writing to Airtel Telemedia Services.

With reference to your e-mail dated 30/04/10, you have requested for Airtel
Policy details.

We would request you to visit our Airtel website Mobile Prepaid, Broadband, Postpaid Mobile, DTH Services in India: Airtel for the
Airtel Policy details.

It is our privilege to have you as our valued customer and would like to
thank you for your continued patronage. We look forward to a long and
fruitful association with you.

For any further assistance please feel free to call our Call Center number
121 /44444121 which is accessible 24 hours or email us at
wecare.west@airtel.in

Assuring you the best of our services at all times.

Regards,
Arun K
Customer Care Officer.
Airtel Telemedia Services
Click to expand...

---------------------------------------------------------------------------

Hi,

If you would please note my original mail:

> Hello,
>
> Would you please be so kind as to forward Airtels policies on Privacy,
> Network Abuse, Fair Usage and any other applicable documentation with
> regards to Airtel Broadband connections?
>
> I can not find any links to these anywhere on the Airtel website.
>
Click to expand...

Please give me an EXACT URL to these policies.

Regards

Mathew Carley

---------- Post added at 07:26 PM ---------- Previous post was at 07:25 PM ----------

On 4/30/10, airtelpresence@airtel.in wrote:
Dear Customer,



Thank you for writing to Airtel.



We would be glad to assist you in this regard; however, would appreciate
if you could write back to us stating your contact details along with
the concerned phone number. Going forward we request you to mention your
valid contact number in all your future correspondences, enabling us to
serve you better.



Should you require any further assistance, please feel free to contact
us directly at our e-mail address airtelpresence@airtel.in
and we shall make every effort to
revert with resolution at the earliest.



We assure you the best of our services.







Regards

Deepak Kumar Singh

Customer Services
Click to expand...

---------------------------------------------------------------------------

Hello,

I do not believe that I should have to provide you with any of my
account information at Airtel JUST so that I can read up on Airtels
policies.

Perhaps I'm not even a customer yet, but merely looking at the
possibility of switching to Airtel, and I'm concerned about rumours
floating about on the web with regards to Airtel censoring certain
websites. Perhaps I am a customer, but recently I've become unable to
access a certain website, and I'm trying to see why.

Either way, I have a right to view Airtel's policies, so please just
give me the documentation that I have requested with regards to
Privacy, Network Abuse, Fair Usage and any other applicable
documentation with regards to Airtel Broadband connections, rather
than forcing me to exercise the Right to Information Act.

And do not tell me (as Arun K from wecare.west@airtel.in has) to
simply go to Airtel.in. My original email states that I have been
unable to find these policies on Airtel's website, and I would
appreciate IF they are located there, that you give me an exact URL to
look at them.

Best Regards

Mathew Carley
 
Last edited by a moderator:
Those guys are worse than bots 😡
 

Last edited by a moderator:
On 4/30/10, airtelpresence@airtel.in wrote:
Dear Customer,



This is to inform you that your concern has been noted and our team is
eager to resolve it. In order to get to the resolution, we need to get
in touch with you and gather more details about the concern. However, we
are restricted by the absence of your contact details in your original
complaint. Please do write to us at airtelpresence@airtel.in with your
contact details (address and landline or mobile phone number).



We assure you that we are committed to resolving the issue to your
satisfaction.





Regards,

Rakesh Kumar

Airtel Customer Service Team
Click to expand...

---------------------------------------------------------------------------

Hi,

I do not wish to receive any phone calls from Airtel. I just want to
see written copies of the policies - you can send these documents as
attachments, or via plain text email, OR, better still, you can
provide an EXACT URL for me to view them on Airtel's website, because
they are not clearly linked to from anywhere on Airtel's website.

Best Regards

Mathew Carley
 
Last edited by a moderator:
well they ask your contact number even when you report a generic problem (like a lot of sites not working on airtel broadband 2-3 days ago) through twitter.

their twitter account is simply designed to reply to complaints with a message stating... send a mail to this email id with your contact details and we would get back to you.

most indian companies DO NOT GET social media. tata docomo is an exception i believe.

i suggest all airtel broadband users to send similar mail to airtel customer support asking the same information.

i am going to do the same!

---------- Post added at 07:48 PM ---------- Previous post was at 07:44 PM ----------



this is what they replied to me when i alerted them that sites like yahoo.com were not working on airtel broadband.

---------- Post added at 07:49 PM ---------- Previous post was at 07:48 PM ----------

just sent them this email:

Hello,

Would you please be so kind as to forward Airtel's policies on Customer Privacy, Network Abuse, Fair Usage and any other applicable documentation with regards to Airtel Broadband connections?

Regards

Sushubh Mittal
 
well they ask your contact number even when you report a generic problem (like a lot of sites not working on airtel broadband 2-3 days ago) through twitter.


Maybe I should give them my Georgian or Ukrainian number. Buggered if I'm letting them call my Vodafone India number to argue with me about policies at over Rs70 per minute 😀

I think I will definitely get one of those new Airtel world-SIMs when I next buzz through Delhi.
 
@mgcarley..u cant use Right to information act with Airtel..Airtel is a pvt. organisation and RTI covers only govt department's , Public sector undertakings etc..The application form that one signs while taking an airtel connection does mention their policy ..however i donno what all it covers..never bothered to read it as it was a standard form contract
 
@mgcarley..u cant use Right to information act with Airtel..Airtel is a pvt. organisation and RTI covers only govt department's , Public sector undertakings etc..

The application form that one signs while taking an airtel connection does mention their policy ..however i donno what all it covers..never bothered to read it as it was a standard form contract

Duly noted. The point here is that these documents should be freely available and easy to find.
 
maybe trai can be asked to get all the ISPs to clearly state all their 'policies' related to the usage of their services and network.
 
maybe trai can be asked to get all the ISPs to clearly state all their 'policies' related to the usage of their services and network.

I would have expected this is already mandatory. But I just cannot find these policies on the Airtel website.

I can only assume you've come to the same conclusion.
 

Top