Name of Complainant	M Karthigayan
Date of Complaint	November 28, 2020
Name(s) of companies complained against	Airtel
Category of complaint	Internet Services
Permanent link of complaint	Right click to copy link
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Sub: Extremely poor pre-installation service, lack of coordination between various departments and false claim of your sales personnel.

Ref: Lead ID is eCAF_04522580687

In continuation of the earlier email from me dated Nov 25, 2020 and your subsequent unrelated response, I would like to submit as follows:

1. My earlier emailed cited above was NOT regarding delay in installation but due to false claims made by your sales persona Mr. Ramesh (+919940106733) and the subsequent poor and lack of coordination between your various departments.
2. To start with please be informed that I had requested your Airtel Xstream Fiber and not landline as indicated in your response.
3. On Saturday, November 21, 2020, at 8.52 AM, I  called up +919940106733 to check the details regarding your Airtel Xstream Fiber service, but no one picked up the call.
4. No one called me back.
5. Again, later in the day, around 6.42 PM, I called up the same number and the call was answered by one Mr. Ramesh and I said my call was regarding availing your Airtel Xstream Fiber service. He enquired about my area of residence and promised to meet me the next day, November 22, 2020, Sunday around 10.30 AM.
6. He promptly called me around 10.25 AM to check my availability and said that he will visit my residence in another 15 minutes.
7. On visiting my house he requested my Aadhaar Card and I said that I need to discuss the terms and tariff before proceeding to the next step.
8. He briefed my about the tariff and said that at present only 40 MBPS Speed was available and that the 100 MBPS Speed that I was looking for will be made available around December of 2020.
9. He said that I had to pay Rs. 2474 which is the rent for Three Months and that there will be no charge towards installation and modem.
10. I specifically asked him about the service at AirTel and he promptly informed that he (Mr. Ramesh, +919940106733) will be his one point contact and that I can call him for any service related complaints.
11. I specifically asked him about an alternate contact point, which may be needed in his absence, and he said I need to contact the customer service number and that any issue will be resolved in about 4 hours time.
12. I indicated that the incoming cable towards installation need to be concealed and showed him the various connections and cabling at my residence.
13. I specifically informed him and showed him the two other Broadband connections I already have.
14. He said that his technical team will ensure that the cabling will be done using the provisions that was already in place and said that it will be better off if my electrical technician was available to assist his team in case there was any issue in inserting the cable in the concealed PVC tune.
15. I promised to have my electrical technician available at the time of the installation.
16. I made it clear that I need the installation to be done on Wednesday, November 25, 2020 and he readily obliged.
17. Based on these assertions and promises by Mr. Ramesh regarding the quality of service by Airtel, I made a payment of Rs. 2474 vide reference # 109020067138IGAJWXQIH4.
18. However, on Monday, November 23, 2020, I called him up around 12.31 PM and discussed him about the possibility of delivering the internal cable so that I can utilize the service of my electrical technician and have the internal cabling done well before the Airtel team can come for the final installation.
19. He said that he was also contemplating the same and that he will have the cable delivered at my house around 3 PM the same day.
20. As the cable was not delivered till around 3.10 PM, nor was there any call from him I regarding any delay in delivery of the cable, I called him up again around 3.13 PM and asked him about the cable not being delivered by 3.00 PM as promised by him.
21. He said he will have the cable delivered between 4.00 PM and 5.00 PM without fail. I informed him that only when the cable was delivered I can coordinate with my electrical technician to get the cable installed.
22. The cable was not delivered. Nor was any call received from Mr. Ramesh informing me about any delay in delivery of the cable.
23. I was very disappointed as he did not even call to inform me about any delay in delivering the cable.
24. I called him up at 6.07 PM to check the status of delivery of the cable. He did not answer the call.
25. I sent him an SMS at 6.08 PM which read “ Very disappointed with your lack of courtesy and follow up”.
26. At 6.12 PM he called me back but I was unable to answer the call.
27. I called him back at 6.36 PM. He did not answer my call.
28. At 7.17 PM I sent him another SMS which read “ I am cancelling the order for broadband and initiating refund”.
29. Around 8.30 PM, without any phone call or intimation, someone delivered the cable at my residence.
30. But it is it be noted that Mr. Ramesh did not respond to either my call at 6.36 PM or the subsequent SMS at 7.17 PM.
31. This is not the kind of courtesy or service that was promised by Mr. Ramesh when he came to respond to my sales call.
32. On Wednesday, November 25, 2020, at 10.38 AM, I got a call from the number that Mr Ramesh used to call, ie., +919940106733 and the caller identified himself as one Mr. Santosh from AirTel.
33. As I was busy at work, I requested that he call me in about 30 minutes times.
34. Neither he nor anyone from AirTel called.
35. As this is not the service that I envisaged from a company that claims to provide high quality customer service, I emailed nodal.southabts@in.airtel.com at 1.46 PM (please refer train email) expressing my unhappiness over the poor customer service at Airtel.
36. At 5.23 PM yesterday, November 23, 2020,  I got a call from +919789412142 and the caller said he was calling regarding installation of the broadband connection.
37. I expressed my disappointment to him regarding the poor quality of service and lack of coordination at Airtel and indicated that I had already sent an email regarding cancellation of service and that I was not interested in having the service installed at my residence.
38. At 5.37 PM, I received a call from Mr. Ramesh (+919940106733) and he said he was checking if the installation was complete.
39. This clearly shows that there is absolutely no coordination between any of the departments at Airtel and no effort was made to address my grievance.
40. If such is the poor quality of service even before the service can be availed, I shudder to think what it will be after the service is availed.
41. This clearly shows that AirTel has two policies, one before payment is received from the customer and one after payment is received from the customer.
42. This is totally unacceptable and highly deplorable.
43. AirTel cannot lure customers with false promise and treat them in a step-motherly manner after payment is received from the customer.
44. At 5.39 PM I received an email from Airtel, indicating that they were addressing the “ delay in installation for your Airtel fixedline 04314250384” . This is absurd to the core. The sender of the email has clearly not understood the crux of the matter. As indicated earlier, my initial request was for Broadband and not fixed line as mentioned in the response.
45. These are facts that exemplify that Airtel does not support its claim of quality service by their actions.
46. Hence I demand that the payment of Rs. 2474 paid by me on November 22, 2020 vide reference # 109020067138IGAJWXQIH4 be refunded in full immediately without any delay.

Under these circumstances wherein it is clearly established that even prior to installation and commission of service to a customer, Airtel is unable to provide the basic service and lacks courtesy towards its customers, I demand that the payment of Rs. 2474 paid by me vide reference # 109020067138IGAJWXQIH4 be refunded in full immediately failing which I will initiate proceedings in the appropriate forum.

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