I had given a request to port out my number (9560884411) from Vodafone to Airtel. I have been harassed to the highest limit by the Airtel Customer Care.
On the 20th of May, I sent an email to ‘[email protected]’ mentioning the postpaid plan that I would like to take after making all the relevant enquiries. On the 29th of May, an Airtel executive visited my office for the collection of the relevant documents and fees. I handed over all the documents and Rs.250 to him and he provided me a new sim card of Airtel. The executive told his name was Monu and gave 2 contact nos. of his – 9910800722 & 9560515050.
Before handing over the documents, I proactively informed him that the UPC code I had generated was expiring on the 31st of May, so he would have only 2-3 days to complete the request, which he completely agreed with re-assuring me that my request would be completed in 7 days with the help of the same UPC code.
After about 10 days, I received a message from Vodafone saying that my request is rejected due to incorrect porting code provided.
I tried reaching Mr. Monu for days but his number was always busy or not reachable. Finally I received a call from Airtel wherein I was asked to generate a fresh UPC for the processing of my request. I generated a fresh UPC for my number 9560884411 and provided the same to Airtel to process the request.
Then I had to again wait for about a week for my request to get completed.
Finally, during the morning of 17th June, I received an SMS from Vodafone as well as from “1901” stating that my porting request had been approved and that my services would start from 17th June 2014, 22:30:00 hrs.
At around 23:00 hrs of the same day, my number (9560884411) got deactivated. I thought it must have been because of the porting request being completed.
I replaced my Vodafone sim with the Airtel sim that the Airtel executive gave me and found out that it was not working. I was not able to make outgoing calls from the number. Then I thought about contacting the customer care.
I used my brother’s Airtel number for this purpose. I called the customer care 3 times, each time explaining the issue I had in detail but everytime my call was disconnected. I kept talking and explaining the issue in detail to the executive, they told me that they are putting my call on hold / transferring my call to their supervisor and the call was disconnected while being put on hold.
Imagine the trouble caused to me by your executives. And the inconvenience faced by me
I, with all the strength and patience left in me called up the Customer Care again and this time had a word with Mr. Arvind Kumar, a supervisor. After explaining the matter to him, he advised me that the sim card I have would be activated on my number and I had no need of replacing the same. He gave me a maximum time of 24 hours for the sim card activation. I asked repeatedly if he was sure of what he was assuring me with and he everytime insisted that he was very sure that my service would be activated within the next 24 hours.
Next day, on the 18th June in the afternoon I called up the Customer Care, just to check the status of my request and again after explaining the whole matter to the executive, my call was disconnected in the middle. With my frustration at its peak, I again called up the Customer Care and this time had a word with another supervisor Mr. Manisham Prabhakar. I gave him the request no. 56754005 that was given to me by Mr. Arvind. He informed me that the request no. was not valid and that my number had no requests associated with it. Again I explained the whole situation to him after which he told me that he would be arranging a call back from his senior in 15 minutes on my alternate number. I kept waiting for 6 long hours but never got a call back.
All this happened to me causing me trouble even when I had done nothing wrong and had not made any mistake. On top of all that, my number was not working.
Then at night after going home I again tried to reach the Customer Care. Not to my surprise, again my call was disconnected (twice) after a 10-15 minute discussion. I again called up and this time, by chance my call got routed to Mr. Arvind Kumar. I told him about all the things I faced throughout the day and he then again requested me to wait for 24 hours more. He also informed me that my case has been escalated to the senior team and re-assured me n no. of times that I do not need to visit any Airtel Relationship Centre and also that my number would get activated on the sim card I have. I had no choice but to rely on his words again even after having gone through so much inconvenience.
Then, today i.e. 19th June in the afternoon I again called up the Customer Care and had a word with someone named Mr. Madhavendra Tiwari. Now he informed me that whatever Mr. Arvind informed me was all incorrect information. All that cannot happen as it is not part of the procedure that Airtel follows. Now I have again been given the assurance that my number would get activated after the sim card is replaced, which shall be done by 20th June.
Mr. Madhavendra called me back immediately after ending our call and told me that he would be sending Mr. Monu to my office for the replacement of sim. He took Mr. Monu on conference, gave him my alternate number and gave his other number to me as well. Mr. Monu infomed that he would reach me within an hour. I again waited for 4 hours in the office expecting him to call or visit but everything in vain. I tried calling him 5 times on the number given by Mr. Madhavendra but he didn’t pick.
After having encountered all this fuss since the last 2 days, I would like to highlight the following aspects of the Airtel Customer Care:
1. The Customer is treated as a fool, given no respect and repeatedly treated as an idiot who has thought of availing Airtel’s services.
2. The Customer Care executives highly misbehave with the Customer by providing false or baseless information or resolution to Customer’s queries.
3. The height of their misconduct is represented in the fact that the ongoing call by the Customer is deliberately disconnected, the thing that happened to me at least 6-7 times.
4. The Airtel personnel do not care about the inconvenience faced by the Customer, despite of the fact that no mistake / nothing wrong was done / said on the Customer’s part.
There would still remain some information / part of my inconvenience that I was not able to explain above. Please consider what I explained above and provide a resolution for the same at the earliest, if possible
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