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4 Months Experience With Airtel DTH - Absolute Headache, Not Worth-et
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#1
*(This is what i recently have written to Airtel Nodal Office and their other departments and all that has happened to me.)

DTH SERVICE- CONTINUED HARASSMENT/ NO HELP FROM CUSTOMER SUPPORT‏

Hello,

I am using airtel dth service since October 2009 , have got 1 + 1 multi connection. Made full payment for one year in advance. Firstly, i have been wrongly given low price channel package (since October 2009) on my multi connection BUT charged me for the higher/desired rate channel package. Channels were freezing, the set top box was performing really slow and a other few problems i have noticed during this time. After causing me all harassment and a lot of pain, and by making 25 calls, speaking and explaining my situation each and every time to at least 10 different customer advisors, 6 team leaders/supervisors, 3 customer retention executives, 5 technical engineers; finally my dth channel package got rectified during November 2009.

Now from the month of December 2009, both of my dth connections are showing continues video and audio disturbances all over the day, within different time gaps. I have already complained 7 times at least, calling 16 different customer care executives at least (their is no way to track the last person i was speaking to AND they don't disclose their i.d, neither do they maintain any notes on the last conversation with the customer to avoid repeated explanations every time and inconvenience causes due to that), out of which nine couldn't understand or shown interest in resolving my problem and disconnected my calls in between after keeping me on hold and saying me to wait and that they are transferring my call to their senior. This again has caused me a lot lot harassment/trouble by wasting my time and effort, and still the problem is not resolved. Six different airtel dth engineers have already visited my house and couldn't find any logical clue to the real problem. The last time they just changed some hardware device on mere guess work, saying me that now the problem won't come (without even intimating me that i'll be charged for that replaced hardware AND that as the connection is hardly four months old yet the malfunctioning hardware is not covered by airtel). For this hardware Rs.1050 has already been deducted from my airtel dth account on the 12/01/2010 without my permission. As a matter of fact the the same video and audio problem is continuously coming and has never stopped till this day.

Again, i have already spoken to at least six different customer advisors in between 12/01/2010 to 13/01/2010. Five of them (their names Faisal, Anurag, Sandeep, Seema, Sunil) listened my full case, kept me on hold to transfer my line to their senior, and then disconnected my call after few minutes. They never told me their i.d despite requesting them for the same during the whole conversation. The last female customer advisor who attended my call today (on 13/01/2010) at about 13:30 has registered a complaint first time for the video and audio problem in my dth service, and that it'll be resolved by 17:00 today. She also made a request to refund my Rs.1050 due to unnecessary hardware replacement by airtel dth engineer. I also requested her to make a complaint to refund all of my subscription charges on both of my dth connections for the number of days this problem is causing me problem. She gave me a reference no.1754481 for the same.

Airtel recently had stop telecasting World Space Radio service within their dth service, which was one of the main reason i have opted for airtel dth service out of several other service providers in the market. These channels are now replaced by the regional FM Radio stations, which are of no use to me.

I guess i shall now appoint a separate staff to handle the airtel dth service due to the time and efforts it need to get the "world class service".

I am writing you this letter (Nodal Officer, Airtel) despite knowing the fact that may soon going to send me another email address (write to 'digitaltv@airtel.in', which i already did) without even reading this whole letter to contact with for the above problems. And that the next person/department (digitaltv@airtel.in) will generate another automated message/reply, and then finally this letter will be lost forever in the precious airtel database without any further response or reply. i am facing all these problems from the very first day, but since i already have made the mistake taking airtel dth service, so i have got no other option but to struggle or to go to the consumer court. So i am only gathering some evidence here, by giving you another chance to perform.

Regards.
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#2
Mr.shinelagoon please don't post subscriber id in community forums .
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#3
Very bad response from Customer care on this issue.
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