I have enquired with the Airtel customer care (Broadband) about the Re-Activation of the broadband service, they informed me that after paying my previous bill amount I need to contact the customer care number and give a request for re activation of the broadband connection.

I made payment in the Saidapet Airtel center and called up the customer care executive from the shop to place a request. This happened on 13th Feb, 2010. The request has been logged and the executive told me that the connection will be done before 22nd Feb, 2010 11.30 a.m.

I again called up the Airtel customer care executive (Tuesday or Wednesday) to request the connection to be availed ASAP, as it was very urgent. The executive have logged the details of my request and promised me that the request will be taken as priority. On Saturday again I had to call the customer care executives as there was no response for the Airtel concerned authorities.

I waited for 22nd Feb, 2010 and as it was a working day I took a leave from the office so that there won’t be any problem for the connection. I waited till the promised time 11.30 a.m. and before that I made a call to the customer care executive to inform them that I am at my residence and there won’t be any problem for the connection.

By 1.30 to 2.00 p.m I got a call from the verification department and they asked me if I am in the same place from where I took the connection previously. I confirmed the same and then the official told me that if they don’t have the address proof I provided earlier then a new proof has to be provided. I agreed to that and asked if I will be getting the connection today itself. They promised me that the connection will be activated soon.

By 6.00 p.m. I called up the Airtel customer care executive to confirm if any field officer will be visiting me today. They told that there is some process to be carried out and I won’t be getting the connection today.

Then I contacted the escalation officer Mr. Sarvanan of the customer care dept. and I was told that he can’t do anything in this regards. He gave me the nodel officer’s number i.e. Mr. Jairaj N. But Jairaj was not present when I called him instead someone named Santhosh took the call and assured me that he will call back by 7.30 p.m. After that I didn’t had any calls from anyone.

I have the following concerns and want it to be answered by higher official of Airtel.
1. If you can’t keep the promise why are you committing to the customer?
2. Won’t you people safeguard the proof the customer provide you? The Verification officer told me if he finds the proofs I have submitted earlier then its fine otherwise I have to submit it again.
3. Is any communication done by the call center executive with the persons who are going to provide the connection? I have been calling the executive regularly but none of the calls are coming from the Airtel officer for the re-activation.
4. Why they are still promising me that on 22nd feb,2010 i\"ll get the connection?
5. I have wasted my leave, my mobile bill has gone up due the calls I made to Airtel. Who will be responsible to compensate the same?
6. What compensation will Airtel be providing me for not keeping up their word?
7. When I took the Airtel connection I have been told by the person I contacted that the advance amount is refundable as the installation and everything is free of Cost. But when I deactivated the service and demanded the advance amount they introduced something new and refused to pay back the advance saying that it has be compensated with the first bill and is used for installation.

A customer has nothing to do with the process Airtel has for any connection or re-activation request. If a date is promised according to me the service has to be provided within it. I am getting a call from the verification department only on the date they promised to activate the connection. One more important point I have to raise is if Airtel has to get some amount from the customer regular calls will be made and they ensure that the amount has been deposited by the customer. But when providing proper service they are way behind the expectations.

Today morning I am getting a call from the Santhosh the acting nodel officer saying that today I will be getting the connection. When I asked that why he didn’t called me up yesterday as promised he said he was not able to trace my request number with the customer care executive. I have to give some suggestion to higher official of Airtel that stop recruiting such irresponsible staff.

With all these issues, really Airtel is losing the Customers and its reputation (Its hard to retain a customer in this competitive world so better not a loose a customer) and one thing i can Promise is that I will not Promote or Motivate anyone to have a business with Airtel (Being a Infosys Technologies cooperative customer this is the only help and favour I can do from my side).

Airtel is synonymous with fraud till date…..

I recommended my team members as well as other relatives to go for Airtel connection. Now I do not want to be a fool. I have already diverted the people who were planning to take the Airtel connection.
I also request Airtel to ensure that I get the compensation/my bill amount I spent calling Airtel executive as early as possible. All this is made only for the mental torture the Airtel Customer care executive and the officers are putting on an individual.

Regards,
Sujoy Abraham