Trapped in Airtel customer care hell for 6 days.

[deep99]

I went through other posts here and didn't find a solution.

Connection went out Wednesday(29 may 7.30 a.m.) morning the technician came at 10 a.m. said there's a line cut it'll take time to fix that's it no contact with him till now never picks up phone.

Customer care has given me 3 24h promise on consecutive days, senior customer care has given me 2 4 hour promise and finally 3rd one being today end of day deadline. #escalation

They refuse to connect me any further up say they can't or say don't know what I am talking about. One guy asked me to e-mail.

Nodal office phone no one picks up ever.

Is there anything else I can do? The appelate authority mentioned contact after 90 days.

I would've just raised disconnection but I am trapped till sep 20th with forward payment. Honestly I am at the point just letting that 2.5k go in drain as a life lesson.

Also managed to get contact with technician with alternate number of course he picked up and said I never visited and haven't gotten the request lol.

Edit: Ok more info. Called again and was asked for one last 24 hours(same as on saturday). I kept pressing and pressing and suddenly there existed a manager whom I can connect with. The senior/supervisor really didn't want me to contact the manager kept saying they'll say same and it'll take time to connect with him no need last chance.

The call got through after 43 minutes of hold. Tbf he said exactly what the supervisor said on top of he did take an alternate number to contact me and said he'll assign other team to me. I've made my last stand.

 

[deep99]

I see thread got not coverage.

For someone who's looking this in future for information. These were my next steps:

- Mailed Airtel Appellate and raised grievance at PgPortal on 4th June and 6th june respectively. Appellate replied with a generic answer and promise on 7th June(but no URN i.e. unique reference number has been generated) and nothing from PgPortal so far on 10th of June.

- None of numbers given for Nodal, Appellate and PgPortal work/available.

I've given them some more customer care calls and nothing but endless loop of them being sorry and asking for extension. The mildly funny thing unless "trained" every customer care/senior etc. act genuinely surprised when they see no resolution with x days passed. The forward payment isn't enough for the mental turmoil they're giving me nor it's enough for me to bang my head at consumer complaints. I've already shifted to new connection.

I am just waiting to see how long they take to fix before disconnecting as an experiment. I'll update when and if it happens. Pgportal has 45 days and Appellate has 39 day deadline.

"The appellate authority mentioned contact after 90 days"

I read this wrong. It's within 90 days not after.

 

[Smh]

yeah paying long term is a big risk now.

 

[deep99]

So this might be final update.

I now know exactly what the issue is.

Once the issue was not resolved in first visit i.e. on router end from this point customer care is largely useless. What they can do is assign and re-assign only these engineers.

My issue is on box outside and so my request was forwarded to maintenance team on 29th May itself who are supposed to assign to "OSP" team. You cannot contact maintenance team and in the end it's up to their discretion when they'll push forward my request. Funny thing is cc knows which engineer from "osp" team will eventually get my request so they gave me his contact number he obviously hasn't so far gotten my request and I have asked him 2 times on conference with cc to visit. He said he will but again I knew since he hasn't gotten my request I assume he won't have time or need to do it.

Also the "escalations/priority" are just repeated e-mails from cc to maintenance team.

Another thing I asked and pointed out Airtel Appellate to give me URN since they have to according to their own website in return I got another generic "priority" reply but from different e-mail [email protected] shredding responsibility from appellate email.