Airtel Customer (Don't) Care: As useless as ever
When does a person get frustrated to the core? Probably when he badly needs some help and no one around is ready to assist. Airtel Customer Care is one such call centre which is determined enough to put you in such a hopeless situation.
I do have reason to be spilling my anguish here about Airtel's customer care service. There are many incidents which clearly indicate that Airtel is much interested in cheating its customers.
Incident #1: Connection not deactivated
My friend, who had an Airtel corporate connection in Bangalore, got transferred to Hyderabad. Since he didn't need this postpaid connection any more, he filled an application to cancel the connection and asked me get it deactivated. I went to their office (none of their executives, who come running to give you a new connection, would come to take the disconnection form) around January 20th and gave the application form. They took the application along with the outstanding amount and stated that the connection will be deactivated within two working days. However, after about 20 days, a bill was sent for that connection. When I called the customer care, they told that the application itself hasn't been received! So I gave the bill number of the outstanding amount which I had payed and also told details about the office where I had given the application. They also gave a complaint number and assured the same thing: the connection will be deactivated within two working days. Then again, as usual, I got the bill for the month of February in March. I called the customer care again and censured them about the issue. Again the ready reply came: it will surely be deactivated within 48 hours. I am still waiting for the disconnection of that SIM.
Incident #2: Security Deposit not returned
Another colleague of my friend, who was also transferred to Hyderabad, had given an application to deactivate. But the Airtel people didn't deactivate it and in the next month, they deducted security deposit of Rs. 300/- and deactivated. As he is not insane to come to Bangalore by spending more than Rs. 300/- to get Rs. 300/- back, the money will permanently be with Airtel.
Incident #3: SIM Deactivated because of failed address verification
Airtel address verifiers are not Pizza boys to always find the correct address within half an hour. But don't be under the impression that they will try their level best to find the place. Airtel will simply deactivate your SIM giving failed address verification as the reason. If you call customer care you'll get the ready answer again: Sorry for inconvenience sir. Our person will come today evening and verify your address. This happened with my colleague just three days back and after calling customer care and getting the before said answer every day, today the concerned person came to our office, and gave the report as house address is verified. He told that the SIM will be reactivated by today evening, but you know, I have my doubts!
This is not the end of the list. There are many more similar experiences. According to Cellular Operators Association of India (COAI), Airtel is having maximum subscriber base in Karnataka. If it's customer care service is so useless here itself, I can't help but feel sorry for the Airtel customers in other places.
One more point to be noted is, it is not only Airtel which follows such a nasty purview with the customers. Apparently Hutch (now Vodafone) and other operators also do the same thing. Sometimes I feel as though having a mobile phone itself is a sin. What is the need of these helplines if they can't even resolve even simplest of the requests raised by the user, let alone extreme technical issues. In my opinion, such call centres should be referred as Customer Don't Cares instead of Customer Cares. They seem to know that the best service is no service. What do you think?
Incident #1: Connection not deactivated
My friend, who had an Airtel corporate connection in Bangalore, got transferred to Hyderabad. Since he didn't need this postpaid connection any more, he filled an application to cancel the connection and asked me get it deactivated. I went to their office (none of their executives, who come running to give you a new connection, would come to take the disconnection form) around January 20th and gave the application form. They took the application along with the outstanding amount and stated that the connection will be deactivated within two working days. However, after about 20 days, a bill was sent for that connection. When I called the customer care, they told that the application itself hasn't been received! So I gave the bill number of the outstanding amount which I had payed and also told details about the office where I had given the application. They also gave a complaint number and assured the same thing: the connection will be deactivated within two working days. Then again, as usual, I got the bill for the month of February in March. I called the customer care again and censured them about the issue. Again the ready reply came: it will surely be deactivated within 48 hours. I am still waiting for the disconnection of that SIM.
Incident #2: Security Deposit not returned
Another colleague of my friend, who was also transferred to Hyderabad, had given an application to deactivate. But the Airtel people didn't deactivate it and in the next month, they deducted security deposit of Rs. 300/- and deactivated. As he is not insane to come to Bangalore by spending more than Rs. 300/- to get Rs. 300/- back, the money will permanently be with Airtel.
Incident #3: SIM Deactivated because of failed address verification
Airtel address verifiers are not Pizza boys to always find the correct address within half an hour. But don't be under the impression that they will try their level best to find the place. Airtel will simply deactivate your SIM giving failed address verification as the reason. If you call customer care you'll get the ready answer again: Sorry for inconvenience sir. Our person will come today evening and verify your address. This happened with my colleague just three days back and after calling customer care and getting the before said answer every day, today the concerned person came to our office, and gave the report as house address is verified. He told that the SIM will be reactivated by today evening, but you know, I have my doubts!
This is not the end of the list. There are many more similar experiences. According to Cellular Operators Association of India (COAI), Airtel is having maximum subscriber base in Karnataka. If it's customer care service is so useless here itself, I can't help but feel sorry for the Airtel customers in other places.
One more point to be noted is, it is not only Airtel which follows such a nasty purview with the customers. Apparently Hutch (now Vodafone) and other operators also do the same thing. Sometimes I feel as though having a mobile phone itself is a sin. What is the need of these helplines if they can't even resolve even simplest of the requests raised by the user, let alone extreme technical issues. In my opinion, such call centres should be referred as Customer Don't Cares instead of Customer Cares. They seem to know that the best service is no service. What do you think?
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