Deficiency of Service + Mental Harassment caused by Aircel Authorities

Location/place: Parel, Mumbai

Name of company/service: Aircel India

Hello Pooja/Deepak/Seema,

I have received a mail from CCAvenues regarding order cancellation which i hadn’t initiated (pasted it below). Kindly look into the same.
I have been following up with Aircel people (Store, Appellate Body, Verification Authorities) for days and in the end I get to see this.
I won’t hesitate in taking a legal action (under Deficiency of Service and other applicable laws under Consumer Protection Act) if nothing is done to fulfill the promised service request on the day of order booking.
Will further attach the proofs and snapshots of calls made, mails sent, order status from ncarry site along with the contact details of all people i had contacted during these 12 days for your ready reference.

Regards,
Archit Jain
—————————-
Dear Customer,

Thank You for your order from http://www.ncarry.com. Unfortunately, the order 20731-0191 has been cancelled. Your credit card has not been charged.

For any clarifications or queries regarding the cancellation of your order, please contact [email protected].

Once again,we thank you for your order and hope to assist you again in the future.
ORDER DETAILS:
Merchant Site URL : http://www.ncarry.com
Order Number: 20731-0191 Order Received: Jul 31, 2012
Total Amount : INR (Indian Rupees) 10547.00
Card Holder’s Name : Archit Jain
Billing Address : (As entered by the Customer)
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
Customer’s Phone Number : 9820707732
Customer’s E-mail ID : XXXXXXXXXXXXXXXXXXXX
Customer’s IP Address : 123.136.18.22

Recipient’s Name : Archit Jain

Shipping Address :
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

Recipient’s Phone Number :
9820707732

Special Instructions :

Regards,
CCAvenue Customer Service
————————————————-
________________________________________
From: Archit Jain
Sent: Friday, August 10, 2012 11:22 AM
To: Mumbai – Appellate(E); [email protected]; [email protected]
Cc: Anubhav Jauhari
Subject: RE: Bad Customer Service – Regarding IPhone Aircel Order No. 20731-0191

Dear Seema,

I haven’t received any intimation from the store on what is the status of my order and by when are they going to close it.
I would like to reiterate my words – I hadn’t ever expected such a bad service from service provider like Aircel.
Kindly share the status and help speed up the process as I have no clue on what is happening about my order.

Also please share contact details of higher authorities to whom I can escalate the issue to.
Both Anubhav and me are really dissatisfied with how things are moving so far and would like to talk to someone who understands the gravity of the issue involved and could do something to help us out.

Thanks and Regards,

Archit Jain

From: Archit Jain
Sent: Wednesday, August 08, 2012 8:14 PM
To: ‘Mumbai – Appellate(E)’; ‘[email protected]’; ‘[email protected]’
Cc: Anubhav Jauhari
Subject: RE: Bad Customer Service – Regarding IPhone Aircel Order No. 20731-0191

Dear Seema,

No verification was conducted for me today.
And as I got to know from Hemant – 9768197225 from verification agency, there wasn’t one scheduled either.
However, I had told him that as per my discussion with Pooja and your email, it is to be conducted today but I don’t think there was any communication from Aircel side to them for the same.
Could you please confirm of the verification schedule and by when can I expect the entire process to be over?

Also, the I-Phone for one of my colleagues has gotten cancelled and the reason given to him was that “If the verification isn’t received from Aircel side for 12 days, the phone is cancelled” (looping him in cc)
Kindly look into it that the delays being caused by Aircel team would not result in the same for me.
I have done the online transaction on 31st July and would atleast like to have it processed successfully from Aircel side in a definite timeframe. (pasted snapshot of order below)

[cid:[email protected]]

Kindly look into the matter and take appropriate action to speed up the process.

Thanks and Regards,

Archit Jain

From: Mumbai – Appellate(E) [mailto:[email protected]]
Sent: Wednesday, August 08, 2012 11:34 AM
To: Archit Jain
Subject: Bad Customer Service – Regarding IPhone Aircel Order No. 20731-0191

Dear Mr. Jain,
Thank you for writing to Aircel.
With reference to your telephonic conversation with Ms. Pooja Mukherjeeas on date, we wish to confirm that your Aircel number will be activatedonlyon completion of a successful address verification scheduled on 8th August 2012.
Trustthe above is to your satisfaction.
Best Regards
Seema Pai | Appellate Officer – Aircel Mumbai | F +91 022 42606070| M +91 97681 99010 | Website:www.aircel.com
Aircel Limited, Opus Centre, 47, Central Road, Opp. Tunga Paradise, M.I.D.C., Andheri (E), Mumbai – 400093

——————- Original Message ——————-
From: Archit Jain
Received: 8/1/2012 12:36 PM
To: Mumbai – Appellate(E); Mumbai – Care(E)
Subject: Bad Customer Service – Regarding IPhone Aircel Order No. 20731-0191

Hello,

I had ordered online for an I-Phone with Aircel Plan for which a sales representative was assigned to me as mentioned in mail below.

I had some queries related to the purchase and have called the representative around 30-40 times but to no one answers the phone.

The sales representative is never available. I also tried calling “1800 103 3155” but always had to put down the phone after 15-20 minutes of waiting as customer representatives were never available.

I am shocked to see such an unexpectedly bad customer service from a company like Aircel.

Till now, I haven’t even started using the services of the company, but from this firsthand experience I am not hoping of anything good either.

Thanks and Regards,
Archit Jain

From: Noreply [mailto:[email protected]]
Sent: Tuesday, July 31, 2012 4:06 PM
To: Archit Jain
Subject: Update on your Order no. 20731-0191 for iPhone 3Gs from Ncarry.com

Dear Archit Jain,

This is an update for your order no. 20731-0191 placed on 2012-07-31 11:51:48 for iPhone 3Gs 8 GB Black.

Your order details have been shared with an Aircel Sales Representative who will visit you shortly to complete the formalities & collect Rs.3000 for activating the data/call plan.

Representative Name : Sheetal Vira
Mobile No. : 9768198242

Handset will be shipped only after the formalities are completed & Rs.3000 has been paid.
For queries regarding this visit & the order, please call the above sales representative.

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