Today has been a busy day for me. Since yesterday, when my airtel When my airtel connection was disconnected without any apt reason yesterday evening, i was really in a dilemma. When I contacted the Cusotmer Service rep yesterday evening, i came to know that the residential documents I provided was not satisfactory. I am staying in a working womens hostel run by a reputed international organisation since I am not a resident of Delhi as I hails from Kerala. Therefore, the residential proof I submitted was my hostel ID proof. You cant expect me to own a house in order to get a sim card connection!!
Then, today morning again I contacted the CC rep and I informed him that I have purchased an MTNL sim and an Airtel sim before using the same documents and at that time I didn’t face any problem. Then he asked me to re-submit the documents. When I reached office , the first thing I did was scanned all the documents, I also got a residential certificate duly signed and attested from my section Director, as I am working in a Ministry. Then along with this and and other documents I mailed a complaint to the nodal officer, to which I got a reply which was ofcourse of no help to me, or nothing that would reduce my woos.
Again I mailed to them requesting to consider my case as I have submitted all documents once more and still the response was the same, like-‘ We are truly sorry that we were not able to fulfill your expectations for this level of service. We value your feedback on our services. Please be assured that we share your anguish and have taken adequate steps to ensure the non-occurrence of such incident in future. It is always important for us to hear how customers react to all aspects of our services. Strong customer feedback like yours helps us continue to improve the service we provide, and we appreciate the time you took to write to us. Further, we would reiterate you to please visit the same outlet from where the sim was purchased to resubmit the documents as the enrollment form was not complete’ –so and so and so.
First it was regarding documents and then it was that the enrolment form was incomplete. I purchased the sim from a shop in Andrews Gunj as I lost my mobile at that time and had no other option but to purchase a new sim from there. I resides in Central Delhi. How can i go there again only for the completion of the form? If the form was incomplete the fault is with the retailer. He should have checked it and confirmed that the form is complete.
Anyway then I contacted the appellate officer for which till now there has been no response. So the next thing I did was to visit my nearby Sanchar Haat showroom and purchase a new MTNL sim. I submitted the same documents which I have submitted to the Airtel dealers and it was promptly accepted. Now my MTNL connection has been activated, thnks a lot..
So i thought I should inform you customers of my experience so that you might also get an idea of the service provider.
I support this complaint. Further i want to say that i am using airtel prepaid for last five years and since than i have submitted my documents twice in this five years and today also i received message from airtel. " As per Govt of India directive documents received for your airtel prepaid are incomplete kindly submit documents at any airtel relationship centre in 48 hrs to enjoy continued services. "
Surprised to see that every year i have to submit these documents , this seems that i am fool.
Hi Devu,
I read your post & strongly feel & recommend all consumers in our country should make use of these consumer sites & tell the whole world the Positive & Negative factors, we, as a consumer face in our daily life.
I've been a Airtel Customer in the past in Trivandrum & had to discontinue owing to poor customer support service. They have a customer care cell but, the response is very poor & they will not even put across to their superiors nor you can expect a call back from their superiors if the concerned agent is incapable of handling the situation.
The management at the top rung should focus onto customer service than running behind a future customer & in the run loosing an existing customer.
I'll NEVER RECOMMEND ANYONE TO OPT FOR AIRTEL SERVICES.
Regards,
Binu
An email communication has been sent to Airtel Delhi on July 16, 2010, 4:42 pm
Why should subscribers re-submit their documents if they already had and it was the error at the service providers end that they either lost the data or have a mismatched data. How reliable are 3rd party people in collecting the data on behalf of Airtel and this time nothing is missed or mismatched.
Airtel sells our details to third party people for making marketing calls which is nothing but harassment, who gave Airtel the authority to sell our data to others.
And this re-submission, they just wanna make more money by re-selling the updated data to third parties and nothing else.
If they are already listening to all calls, viewing all sms and emails, how would this re-submission of data help them.