stuffguy, Sorry to hear/read about your first ever difficult experience with Airtel. how about contacting the nodal officer with the reference number? will that work? and I would like to share one unpleasant experience I had with Airtel local tech guys. some of them can be like Rowdies. though the people at 121 are very soft spoken and quickly respond to the queries. couple of years back I had disconnected my internet temporarily due to examinations, for about two months. and when I applied for reconnection at the airtel customer centre just 3 days before the end of the examinations, I was assured I would get the reconnection in 3 days. but it took them more than 15 days to give me reconnection. upon inquiring I found out that the local broadband engineer had wrongly taken down my request, he took the request as "internal shifting", where as i had requested for "reconnection of broadband". so it took them 15 days to realise it was a mistake and I needed a reconnection and not "internal shifting".When the engineer arrived home and I told him how he could make such a mistake? instead of apologising and feeling sorry he started speaking to me in harsh tone telling me, " you have the connection now, right? why complain?". apart from this i have had quite a good customer experience with Airtel. changed my modem couple of times without being charged and also got help through remote assistance once. I often keep getting feedback calls from the bangalore Airtel office whenever I have a complaint, so I reported this broadband engineer. so hope this helps.
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What is your experience with Airtel service???
- Thread starter stuffguy
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Guyz...Sorry for the delayed reply..After waiting for 24 days, I got everything fixed on OCT 20th, the connection speed is good.. the people in customer service are good.. the engineer who visited the house should have told it will take a month to give connection.. he said he will give in 2 days and that is my only anger.. I wish there should not be any technical problem hereafter, else I may need to suffer again.. Thanks for posting your valuable comments..
Apoorv Khatreja
Super Loser
It ended well for you, and that is nice. Not a lot of such cases end well.
the engineer who visited the house should have told it will take a month to give connection.. he said he will give in 2 days and that is my only anger..
Making false promises like this happens with every ISP here. This has become a habit not only in ISP industry but in other areas as well - and we have all faced this same problem.
ISPs should program their employees to say facts and not lie to the customer - this will benefit both the ISP and the customer. If the ISP engineer does'nt know an answer to a question, then he or she should say "I don't know the answer but I will find out and let you know soon" rather than give some incorrect answer just to see the smile on your face at that moment.
The engineer who visited your house must have thought that if he said it will take one month to give the connection then you would have ripped his hair off his head and hang him upside down from the ceiling fan - and that is why he gave you an answer which would please you. BUT that is not correct. And this attitude of the engineer should change and it will change only if he is provided with correct information and training by the ISP.
Making false promises like this happens with every ISP here. This has become a habit not only in ISP industry but in other areas as well - and we have all faced this same problem.
ISPs should program their employees to say facts and not lie to the customer - this will benefit both the ISP and the customer. If the ISP engineer does'nt know an answer to a question, then he or she should say "I don't know the answer but I will find out and let you know soon" rather than give some incorrect answer just to see the smile on your face at that moment.
The engineer who visited your house must have thought that if he said it will take one month to give the connection then you would have ripped his hair off his head and hang him upside down from the ceiling fan - and that is why he gave you an answer which would please you. BUT that is not correct. And this attitude of the engineer should change and it will change only if he is provided with correct information and training by the ISP.
well there is a problem. not everyone dealing with the customers is actually employed by the company. some are probably marketing agents who are given targets to meet in a particular time period. and they have to generate queries. and for that they have to lie sometimes. other times, one person might not know the technical issues providing a connection. and the next person might have a better idea so there is a difference between their 'promises'. and in the end, no one can really promise to deliver something that is not in their own hands. a lot of factors are involved.
ALWAYS follow up your telephonic complaint with an email ( detailing your problem ) to care.xxxx @ airtel.inYou will get a written acknowledgement.Para two :Sometime back, after tariff plan change, I wanted my NU Free Should Not be recorded in my Usage Data ( Airtel SelfCare Page) as earlier done.After number of Phone Calls/ emails/ and technical help assistance on line in Self Care pageI said I am discontinuing the the BB Connection.Customer retention cell called me to wait for action. And from Bangaluru Airtel, I got another call and when I gave the details , the usage meter was set as I wanted !So a written complaint is always advisable.Airtel has competent technical staff, but not for CC.It is more than a year I called CC or sent email to them reg BB/modem!A Telephone line complaint by me, recently was set right within 6 hours. They never commit in writing in email, other than routine replies .By the way I also never called CC of BSNL for more than two years!! no problems!
well there is a problem.
not everyone dealing with the customers is actually employed by the company. some are probably marketing agents who are given targets to meet in a particular time period. and they have to generate queries. and for that they have to lie sometimes
Sad situation. But if the ISP wants to, it certainly can tackle this in a better way. Lying, in the end, will not benefit anyone.
other times, one person might not know the technical issues providing a connection. and the next person might have a better idea so there is a difference between their 'promises'.
Regardless, if you don't know an answer it is always better to admit it by saying " I don't know the answer to your question but I will find out and get back to you". And this sort of training should be imparted to the technical people at least.
and in the end, no one can really promise to deliver something that is not in their own hands. a lot of factors are involved.
Agreed but this is no excuse for lying.
not everyone dealing with the customers is actually employed by the company. some are probably marketing agents who are given targets to meet in a particular time period. and they have to generate queries. and for that they have to lie sometimes
Sad situation. But if the ISP wants to, it certainly can tackle this in a better way. Lying, in the end, will not benefit anyone.
other times, one person might not know the technical issues providing a connection. and the next person might have a better idea so there is a difference between their 'promises'.
Regardless, if you don't know an answer it is always better to admit it by saying " I don't know the answer to your question but I will find out and get back to you". And this sort of training should be imparted to the technical people at least.
and in the end, no one can really promise to deliver something that is not in their own hands. a lot of factors are involved.
Agreed but this is no excuse for lying.
sagarmakkar
Newbie
its all rubbish apart 4rm terms and conditions they should write one more thing ie subjected to technical feasiblity.................. i m living in gurgaon and its not available in my area becoz no feasiblity there i dont understand 4 mbps needs technical feasiblity really a shame on airtel as my friend is using 8 mbps bsnl in same area................ a suggestion 4 airtel mark every plan with subjected to technical feasiblity........... becoz their half of the plans are not available hellits all rubbish apart 4rm terms and conditions they should write one more thing ie subjected to technical feasiblity.................. i m living in gurgaon and its not available in my area becoz no feasiblity there i dont understand 4 mbps needs technical feasiblity really a shame on airtel as my friend is using 8 mbps bsnl in same area................ a suggestion 4 airtel mark every plan with subjected to technical feasiblity........... becoz their half of the plans are not available hell
mastersquall
Final Fantasy Series Fan
well my experience with airtel has been very good except Fair Usage Policy . i called airtel executive in morning that i need connection . In afternoon he came and collected document and money went away . next morning a guy with wires came started working . When he finished he called another person which was airtel engineer . Did few things volla in afternoon i was surfing internet . when i complain them they visit me in just 1 or 2hrs later they are fast .
Shivaharsh
Newbie
All i can say is that they do have a bunch of jerks working for them.
