All,
I had requested to shift my broadband connection to my new residence in Bangalore just about 1 KM away from my current place. I am still yet to be able to get this resolved. Probably very tough to make Airtel guys work. Someone came home and said it is done and it will work in 30 mins, which was a big lie. He didnt even come with a laptop to validate and I could clearly see that the internet connectivity was not up.
There started the tough time and since then, I have made close to 15 calls to their customer service, opened as many as 3 SRs based on their customer service, talked to 4 'supposedly' senior supervisors and still not even a single technician called me post almost 12 days.
I have seen customer service being inefficient, but have not seen some thing this inefficient.
Problems:
1) Every time I talk to a new person, explain whole thing again. The guy promises complete followup and all that but disappears. Next time, it is a new guy.
2) Every time you open a SR, someone happily moves it as resolved without really resolving the issue . I am very surprised that they could close a SR without even checking with Customer and taking their consent. And no feedback mechanism also to reopen the SR or even get customer satisfaction index for the SR resolved.
3. Funnily, every guy I talked promised resolution within a day and also said that they talked to the technical team and know that it will be done within 24 hours. Not even a single call post that and it has been only me calling.
4) There is not even an escalation chain for a customer who keeps calling for more than 10 days. What is the use of customer service? No one is willing to share a single point of contact for the customer to reach for getting this resolved. Answer is system is designed so. Looks like the system is intelligently designed to keep accountability to zero and evade customer as much as possible.
VERY SAD STATE OF AIRTEL.
I had requested to shift my broadband connection to my new residence in Bangalore just about 1 KM away from my current place. I am still yet to be able to get this resolved. Probably very tough to make Airtel guys work. Someone came home and said it is done and it will work in 30 mins, which was a big lie. He didnt even come with a laptop to validate and I could clearly see that the internet connectivity was not up.
There started the tough time and since then, I have made close to 15 calls to their customer service, opened as many as 3 SRs based on their customer service, talked to 4 'supposedly' senior supervisors and still not even a single technician called me post almost 12 days.
I have seen customer service being inefficient, but have not seen some thing this inefficient.
Problems:
1) Every time I talk to a new person, explain whole thing again. The guy promises complete followup and all that but disappears. Next time, it is a new guy.
2) Every time you open a SR, someone happily moves it as resolved without really resolving the issue . I am very surprised that they could close a SR without even checking with Customer and taking their consent. And no feedback mechanism also to reopen the SR or even get customer satisfaction index for the SR resolved.
3. Funnily, every guy I talked promised resolution within a day and also said that they talked to the technical team and know that it will be done within 24 hours. Not even a single call post that and it has been only me calling.
4) There is not even an escalation chain for a customer who keeps calling for more than 10 days. What is the use of customer service? No one is willing to share a single point of contact for the customer to reach for getting this resolved. Answer is system is designed so. Looks like the system is intelligently designed to keep accountability to zero and evade customer as much as possible.
VERY SAD STATE OF AIRTEL.
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