I was thinking since many days how should I start writing again on this blog. I used to write, but then it had been a long tie since I deleted this blog and wanted to start it again.
But then, I didn't know it will be on this very topic I will restart my blogging journey.
Airtel - "Bharti Airtel Limited is a leading global telecommunications company with operations in 20 countries across Asia and Africa. Headquartered in ....something something something...the end of Dec 2013"
But then, I didn't know it will be on this very topic I will restart my blogging journey.
Mission: Hunger to win customers for life.Vision: Our vision is to enrich the lives of our customers. Our obsession is to win customers for life through an exceptional experience.Values:
~Source: Airtel Website
- Alive - We are alive to the needs of our customers. We act with passion, energy and a can-do attitude to help our customers realise their dreams. Innovation and an entrepreneurial spirit drive us - if it can’t be done, we’ll find a way
- Inclusive - Airtel is for everyone - we champion diversity, recognising the breadth and depth of the communities we serve. We work with them, anticipating, adapting and delivering solutions that enrich their lives. We do this by having an open mind and embracing change.
- Respectful - We live the same lives as our customers, sharing the same joys and the same pains. We never forget that they are why we exist. We act with due humility, always open and honest, to achieve mutual respect.
Now let me explain what I am trying to do here.
Airtel, which undoubtedly is one of the biggest telecom companies in India. They have the biggest user base, they are price leaders (they command premium compared to other operators), have roped in one of the best talents to promote their brand, and I guess BIG in almost all respects.
But. Of what use is this magnanimity?
Your network is blotchy at almost every corner of India. Be it Delhi or Bangalore. Yes, I can prove it as I have experienced the network first hand. The 'biggest network' that you guys boast of, is of no use if it cannot manage to handle a call for just 2 minutes.
You are the leader in 4G (first ones to launch it) - but have you even looked at your basic 2G internet services. It is as WEAK as your other promises. It just does NOT happen!
I guess this is something that everyone knows, or they would have guessed what it is all about. Now lets talk about your customer service. Let it be - there is no use talking about something which is just useless and full of BS.
Why I am writing all this?
It was my misfortune that I thought moving to Airtel will actually make my life easier. And I opted for port my number from another service provider to Airtel. First it took around 6 days to get activated (I can't complain here as the TAT is 7 days). And since that day (exactly 6 days since then) I have not seen a single day when there has been 'reasonably' strong network, to at least carry my calls.
Hello! Helllloooo!!! These are the chants I am chanting nowadays on my phone
And when I registered my complaints with their customer care - I did receive a call and they said - "Sir, we are working on your complaint and we will get back to you in 4 working days".
BS!
Next day - to my surprise I get this SMS from the company:
Look at the audacity and rudeness of the message. Airtel India - how can you be so ARROGANT??
As a consumer I do not expect my service provider to take a decision by itself as to whether the problem is genuine or not. If they do have to, they have to give proper explanation - how did they decide.
Your values say "you act with passion, energy and can-do-attitude...", but where is the intention to act FOR the customer?
Not just this. Here are screenshots from my Airtel's account page:
Screenshot# 1 - where you can see the complaints that I have registered with the company. Please do take note of each service request, as in the following screenshots you will see Airtel's 'resolution' to each of them
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| List of complaints registered |
Screenshot# 2 - their resolution to my complaint about weak network
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| reply to one of my complaints |
Screenshot# 3 - their response to another complaint where I told them that Internet does not work
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| here again Airtel mentions that it is not a network issue |
They have stated here that the complaint has been resolved as there is no network issue. "The customer is an ass and can go to hell" - is my deduction from their responses.
My questions to them:
- What was the resolution given to me? Are you talking about the SMS that you have sent me?
- If you did resolve the issue, why is my connection still not working properly?
- What rating did this Customer Executive in his/her last appraisal (hopefully for closing all SRs within the company's acceptable TAT)?
One of your value system mentions "Respect - we live the same lives as our customers, .....we never forget that they are why we exist. We act with due humility, always open and honest, to achieve mutual respect".
My request to you guys - please do not write such big words if you do not understand their meaning or if you cannot deliver them.
Now it might seem that I am one of those customers who like to speak aloud and gain attention. Let me show you (Airtel) guys what was others have to say about your services:
I guess these many links will be enough to get attention from you guys.
If you still think that it is a 'Non Network Issue', I challenge you guys to give me a call and speak to me for 2 continuous minutes without any network breakage or call going all blank intermittently.
It is MY bad luck that I will have to continue with Airtel for 90 days before I can again put in a request for porting out.