| Name of Complainant | |
| Date of Complaint | January 20, 2023 |
| Name(s) of companies complained against | Airtel DTH |
| Category of complaint | Entertainment |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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This is regarding my request to upgrade to Airtel Black connection.
Iam existing postpaid customer with 1+ 4 sims(Rs 1299 plan) and requested for toppings of Broadband connection and Dth connection. This request was given on 24/12/2022 to sales representative who visited my home for taking the request, suggested Rs 2299/- plan which includes broadband connection with 300 Mbps and unlimited data and Dth with Telugu mega pack which includes around 430 channels. Basha has asked me to pay Rs 1500/- (payment confirmation enclosed) and arranged slot for providing the connection on 25/12/2022 in between 11am to 2 pm. I have stressed my request that if it is possible to complete the request by sunday, then only i will proceed with the connections else i will go for some other time to which he has confidently said that since time slot is displayed on 25/12/2022, engineer has to attend the call despite holiday/christmas.
On 25th i have made call to sales representative and enquired about the connections to which he replied that engineer will attend and complete the call at any cost. but nobody turned up till 2pm. Again i have called him for enquiring the status, since then he has not attended any of my call that day.
On 26th morning, i have again called sales representative and enquired about the status and reason of not attending the calls to which he has replied that 25th being holiday no one turned up and call will be closed on this day.
Around 11am i have received call from airtel guy and was enquiring about the connection requests, to which i have replied that am busy in a meeting at that time and can’t talk and requested them to call me back in some time, but no one turned up that day.
on 27th, some other guy called and enquired about the address where installation has to happen. I have guided them with my address and the person has visited my home and kept the dth connection equipments in my home and left, post which i have received message that request is rescheduled to evening. Evening engineer came and took all the equipments kept in the morning and said that it is not possible to complete that day and call has been rescheduled to next day and some other person will attend to it.
on 28th, morning around 10am another engineer called and enquired about the address and reached there in the noon post 2 pm and completed the installation of dth connection. i enquired about the broadband connection and i was told that it will be taken care by another team and we are not aware. Engineer has suggested us to contact customer care and request to add telugu channels that were found missing. I have called upon customer care and understood that pack enabled to me was Telugu Value Pack instead of Telugu Mega Pack as promised by sales representative. I have narrated the same to customer care and i received shocking response that it is not possiible to change at their end and insisted to speak to the sales guy.
same day evening i went to Airtel showroom at Patamata, vijayawada location, near to my office and tried to understand the issue through them. showroom people took the number of sales guy and spoke with him and they received shocking response from him with rude behaviour. Entire conversation was recorded, please go through. Later i have asked showroom people to escalate the matter which they have also not done. i requested them to cancel my order which i gave and arrange for refund of Rs 1500/- which i have paid.my request for cancellation was taken and i received message confirmation and ensured that money gets refunded in 3 to 4 days.
on 29th, i received call in the morning from dth disconnection team and enquired about address and scheduled request for that day. later i have received 2 rescheduled requests back to back. finally engineer visited around 6:15pm for disconnection. since it was dark already, again rescheduled to next day.
on 30th, i have called dth disconnection office and requested them to complete the call immediately to which lady over there scheduled the call by 11 am. later i received call from the same office saying that engineer is busy in some other location and hence will be rescheduling the call. i said at what time it will rescheduled. she said same day by evening. to my surprise i received message that call was rescheduled to 31st dec 6 pm which i denied. lady started arguing that slot is available on that time only. i said not possible, if request is not attended the same day, i will be escalating. later slot was rescheduled to same day 3 pm. engineer has visited, disconnected and took the device with them.
around 6pm, i have received message that broadband connection is scheduled. i called upon sales person and informed him that dth disconnection has already happened and engineer recovered the device. So connection not required. He requested saying that eventhough disconnection has happened no issues, as he has already discussed with his boss and revoked the request again and dth connection will be given again on the same day at any cost post broadband connection is completed. Later again my followup continued for rest of the day and same drama/response from him.(connection will be completed next day)
on 31st, again i rang up sales person at 12 pm and enquired about the status of dth connection and he started saying slowly that since dth disconnection has happened due to my request, revocation is not possible and may take some more time. with the response i got irked and asked him to arrange for broadband disconnection as well and arrange for money refund. (Since he has requested me to give a chance to prove/correct himself, i have provided a chance to him. He has committed that what ever may be the condition, he will take care. But his response was so rude and not acceptable. Call recording enclosed).
On 2/1/2023, he called me in the morning and confirmed that dth connection is not possible and i have to adjust with the broadband topup only. and suggested to approach showroom or customer care for disconnection as nothing is possible from his end.
Later TSM came in to my contact and updated my issue to him and condemned the behaviour of sales person and not taking or escalating the complaint on sales representative. Even he has tried to convince me to continue with broadband connection and pay another Rs 1500/- for dth connection, if required. I said it is not the solution expected. for no mistake of mine why i should fall in trouble and why i should lose money. he was speechless.
around 9:50 pm in the night i have called airtel black helpline and explained the complete scenario to which CC representative assured of arranging call by 9am nextday i.e., 3/1/2023.
since no response received till 5:50 pm of 3/1/2023, i again called airtel black helpline and asked for the status of my complaint given on previous day. I was shocked by the response given by the CC representative that my concern was not registered and a complaint was not found. again i have narrated complete scenario in the call and CC representative has confirmed that all my complaint was recorded and saved and assured that he will be arranging call from higher authorities by 7 pm or 8pm so that my issue is addressed positively and dth connection is given.
with the above acts of various stake holders, i have completely lost faith on airtel as none of the employee is ready to consider the customer pain/grievance and try for resolution.
Now i would like to hear with positive approach from airtel towards my issue resolution, failing which iam forced to post the content in social media/customer grievance cell.
1. DTH connection is restored immediately without any charges to pay from my end.
2. Money of rs 1500/- which i paid to sales person on 24/12/2022, where it is lying/adjusted.
2. Rs 2299 pack is enabled without any further delay.
3. complete and thorough investigation is done and action to be initiated/counseled on all the stake holders who were so irresponsible, rude and not committed towards their duties.
Irony is that till today, nobody from airtel team has come forwarded and tried for resolution. I have approached show room, dedicated call centre for airtel black customer and wrote mails along with reminders to 121@in.airtel.com, omdudspersson@bharti.in and net@airtel.com, but none of them have responded. I have complete call recordings and same can be produced anytime if required.
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