Would like to completer about Airtel DTH. My account details are as follows
Name: Amit Nanekar
Account Number - 3002484550
Registered Mobile No - 09923080773/08805016734
Account Type: Platinum
Address: Pune, Maharashtra
I have this Airtel DTH subscription for 4 years and everything was going till one day in the month of Jan'14 I faced first issue.
First issue: My setup was rebooting automatically in span of 5 to 10 minutes. i registered my complaint with Pune Customer Care 020 44448080. Complaint number
I was informed that my setup is damaged and same needs to be replaced for which I was charged 500 Rs with 6 months warranty. Rs 500 payment was done via subscription done in my account and I had to fight with customer care that i need a receipt. Initially i was denied saying we don't give receipt and we have in records that you have made payment of Rs 500/- and warranty is valid till 6 months. I had to escalate the issue Area Sales manager who then arranged Rs 500/- receipt to me.
Second issue - I faced in Feb'14 when Set up again started giving problem where in first issue was view card error was displayed and services stopped. Later on sound also disfunctioned. I had to complaint again. My set up was changed saying that earlier one is damaged. Moreover my this complaint is not registered in Airtel System
Third issue: March 5th again a complaint was given for View card error popping up again. I was informed by customer care that complaint will be resolved by engineer on 6th March. Registered Technical team contact no is. 9960688877. on 6th March I was waiting for 3 hours post which I rushed for my office. In mean time I had to call numerous time to technical team for their engineer and always i was given l am excuse that He is on his way. I had to fight whole day with customer care and engineer of 7th March for his appointment and they were stubborn that they work only between this time to that time and can come only in office time. i had to escalate the issue to Customer Care team leader Wasim who asked engineer to be early at my place on 08th March and resolve the issue.
On 07th March Engineer came early at place but would not resolve the issue. He said we may to again change the setup box and was giving me set up box with adaptor not in build for which I denied because my setup box was inbuilt adaptor one. Engineer said sir then he will have to repair existing setup box for which he took day of 07th March.
I closed this complaint too
Fourth Complaint: On 13-March i registered complaint again Complaint no. 36584817 for no signal. Engineer came and checked setup box on same day i.e. 13th March and said sir Set up box needs to be changed. He again mentioned that he has setup box with adaptor not inbuilt. He said he will require one day arranging setup with inbuilt adaptor for which I said fine. On 14th March his supervisor called up and says sir we don’t have inbuilt adaptor setup box in stock and would take 2 days for which I denied.
I got call my customer care which is outsourced to Hyderabad where in Person called Santosh called me and said sir your engineer has informed that setup box is not available and will take time. I asked Santosh to transfer call to his supervisor to which he denied and cut the phone. I had to escalate the issue on your Facebook webpage where in Ankur from Gurgaon office called up and said spoke to me. He said he will try and work out to get setup box ASAP. Moreover he plugged my wire to some different airtel DTH dish. I don’t know who train them on all technical services.
Full day I got various call from Airtel Gurgaon and I had to literally fight online and on call and after that my complaint was considered and different setup box was installed don 15th afternoon. I also got refund of 189 rupees in my account for no services form 5th March to 15th March.
However I had not closed my complaint no. 36584817 and informed that need to keep it open to observe if i face any issue again.
On 16th March Authorized engineer called me from no. 9860061369 and say Sir if you face any issue for services please call me directly and don’t complaint to customer care and i will resolve it personally.
On 17th March evening my airtel services signal was again off with error code B 001. On 18th March i called up engineer and he said he will send his technician on 19th March.
On 19th March I called main engineer at 10:00 AM and he said that technician would be there in few minutes. I was waiting at home for another 2 and 1/ 2 hour for technician but no one turned up and no one called me. Finally at 12:30 I called up engineer and said that I have left for office so he started requesting to stay back for another 10 minutes for which i denied. I don’t understand if technician can reach my place in 10 minutes then why no one came in 2 and 1/2 hour
I asked him to come to my place in evening 7 PM as i will ask my wife to come home early from office. I called main engineer at 6:00 PM to confirm if technician will come to which he confirmed as engineer would be there at 7 PM. My wife was at home and waiting till 7:30 PM after which I called up engineer and asked for delay to which he responded sir I was waiting for your confirmation that you are at home at 7:00 PM. i don’t know what sense he made out of communication of 6:00 PM.
Finally at 8:30 PM his technician calls me and request if he can come next day morning. I don’t know when the issue would be resolved.
My concerns are
1) Customer care executive are uncivilised and ill-mannered
2) Customer Care executive are least bothered if customer issue is resolved or not . Their target is only closing the complaint
3) Engineer and Technician does not know value of time of customer
4) Technician are not trained and cannot resolve actual problem
5) All the care executive gives false commitments and promises
Impact of overall issue
1) Mental harassment
2) No proper and consistent services of Airtel DTH from Jan till date
3) Waste of time for waiting for technician at home by which impacted financially on my net take home
4) Disputes between family members due all the harassment
5) Fights with neighbours because technician had reshuffled all the wiring
Outcome expected
Need executive from Airtel office to visit my place as I have to surrender my DTH service’s Need promissory note or Demand Draft for all my recharge amount to be refunded for Jan to March, Rs 500 refund for setup box that I paid and compensation of Rs 5000 for no services and all the Harassment in last 3 months
Thanks
Amit Nanekar
Contact no: 09923080773/08805016734
Email Id:amitnanekar@gmail.com