Name of Complainant	Presley Fernandes
Date of Complaint	February 6, 2019
Name(s) of companies complained against	Airtel
Category of complaint	Utilities
Permanent link of complaint	Right click to copy link
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Dear Team,

Airtel may be the fastest network but it has the slowest resolution time.

The following issues have been faced in trying to activate 1 SIM card :

1. Incomplete information on the documents required (at the branch)
2. False promises
3. No accountability and responsibility
4. Charging the customer with out providing the service

It all started when I visited the Airtel branch at IC Colony Borivali (W). I selected a number and got the SIM card for it, since it took the branch a long time to complete the login process the number got taken by someone else. I then select another number and get another SIM card, the same instance happens again. The third time I select a number (9967374868) on January 20^th and till date it is still not activated.

I have placed multiple calls to the callcenter (198) each lasting 45 minutes to over an hour. Floor Managers I have spoken to – Mega, Ayush and Vishwajeet. Operation Managers I have spoken to – Ashish, Jatin, S Singh, Amerdeep.

All of them have been well trained on how to give false commitments and baseless assurances. They know how to buy time. It seems like they are just waiting to keep the phone down so that the next time I call the issue is taken up by another person. Accountability and responsibility seem to be very low in handling customer issues. There were promises for a call back which were never fulfilled. It has come to my knowledge that they have updated false information on the follow-ups.

What I don’t understand is priority, escalation and resolution times. If the issue has been marked as priority and has been escalated on the first call and given a 24 hour deadline to resolve the issue, how is it on the next 5 subsequent calls they still say they are marking it on priority, escalating it and will solve it in the next 24-48 hours.

When I had requested for a call back they give a standard answer saying that they are unable to. Does a customer have to spend 6 hours on the phone to get a card activated, doesn’t Airtel have the courtesy to call the customer and update on the issue. I am still waiting for the call back, more than 24 hours have passed.

To make matters worse they have already started charging me a higher rental without giving the extra benefit.

This is a business number that I am trying to get activated. Every day that the number is not activated we lose out on potential business.

This is the most pathetic customer service I have seen amongst all industries. I have placed calls with Amazon, Just Dial, Vodaphone, Reliance Electricity etc. and they make sure that it goes through the right channel and that the follow-ups and updates to the customer are on time.

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