COMPLAINT 1:
This is to bring to your kind information that I, Richa Saxena, holder of the Airtel Broadband fixed line / DSL account connection having Account no. 16018147 have been mentally harassed by the Airtel customer service from the day of registering of the complaint dated 17th November 2010 till date.

I faced the problem of my DSL link showing down (not active) since 17th November 2010 for which I had registered a complaint to the Airtel Customer Care via Tel no: 0114444121. I was given an automated Complaint Request no: 39913466 and I was also told that a service engineer will be visiting my residence on 18th November 2010. The Service Engineer (Mr. Tejinder Singh) called me up on 18th Nov 2010 asking about the complaint and the time of home visit. I asked for the visit to happen around 6:00 P.M. as I was available at my home to which he refrained and said “Our maximum time to provide service is till 6:30 P.M. but on my request he got agreed to come at 6:00 P.M. I waited for him and at around 6:10 P.M. gave him a call which was not picked by the Engineer. I again called him up but no response was there neither he called me back.
I again called the customer care on 18th Nov 2010 Evening to share the status of my request and to tell them that there had been no response of the service engineer (Tejinder Singh). I was irritated when my call was disconnected, kept on hold for infinite time to which I had to end the call and made a call again. I was frustrated.
I called on 19th morning again to check up the status of my complaint. I was surprised to hear that my request was closed saying that my problem was solved. I got highly disappointed and asked the Customer Care executive to escalate my complaint as it was not solved and the engineer had just lied. On my request I was told that the service engineer would for sure visit my house on 19th Nov 2010. I again called two times the Customer care to tell them the status to which on 19th Nov. 2010, the same engineer (Tejinder Singh) visited at my home but could only find out that the DSL link was down (which I had recognize earlier through my continuous calls to the customer care) and I was told that the problem is required to be discussed with some voice dept. people. I was told again that my problem will be resolved within 4 hours. I waited till the evening but there seemed to be no response so I called back the same engineer to ask for the status of my problem. He again told me that he is referring to some senior team and will be back with a positive reply which never came. I called on the same evening at 8:30 P.M. but my call was not picked. I called the customer care again but this time my call was kept on hold again after repetitive transfers to number of depts. I did not call the customer care back as my call was put on hold for around 30 minutes without being genuinely heard. I was infuriated and completely disturbed by the kind of treatment I was receiving. All thanks to the Airtel broadband connection. I decided to call on 20th November 2010 in the morning hours.

On 20th Nov 2010 evening I was told that my request had been randomly closed again saying that the problem had been solved. I was shocked again. Still more, the Customer care executives were telling me that I did not pick up their call which was a big lie as I was the one who kept on following even after the cold response of the Airtel so called “Customer Service and care” executives. After rigorous discussion I was again provided a fresh Complaint no. 40025524. I was told that since on 21st Nov 2010 it is a Sunday (non working day) so my problem will be solved by 1:30 P.M. on Monday (22nd Nov 2010). Meanwhile on 21st Nov 2010 (Sunday) a formality call came again verifying my complaint no. and mob. No. and also verifying if the problem is existing to which I replied that the problem is still persisting.

On Monday the 22nd Nov 2010 nobody visited or called me again and nothing happened. I called up the Customer care in the afternoon 4:00 P.M. on 22nd Nov 2010 itself as I was on the brim of disappointment. I was told again that my request had been closed as the data said that that my problem has been resolved again. I was aggravated with anger and annoyance. I was told that again the complaint has to be registered to which I denied and insisted to re-open the previous complaint status which was closed due to continuous fake inputs. My call on request was transferred but I did not know that I was befooled again as it was kept on hold for approximately 20 more minutes with no response.

I decide to cancel my connection on 23rd November 2010 and gave again a call to the Customer Care and demanded the cancellation of my broadband. Now was the time to get back on the slackers!

The Customer care executive apologized and asked for revisiting the decision but I was strongly assertive in what I had to do. My cancellation request no. was generated and I was told that from 24th November 2010 my rental would be ceased and within 7 days my connection would be cut! I was relaxed and hada sigh of relief.

But the story does not end here because now began the queries from the Customer care end to confirm my cancellation request no. and why I had taken the decision. I was continuously requested on the 25th Nov 2010 to hold back my decision and was also assured that someone will be reaching out to help. Finally I again gave it a go. Since I was told that the problem, NOW, would be solved within 24 hours from 25th November 2010 I told that I can wait but only till 24 hours….

As usual nothing really happened. 24 hours passed and I called up again to confirm my cancellation and requested it to be escalated. Again when I was heard by Customer Care executive [Harchetan Singh] who told that the problem was persisting because I did not respond “8 times on 21st November 2010 to their call (which was again a lie) but the words were changed when I told him the entire picture. Again after rigorous arguments same apologies came forward from Customer Care Exceutive end and again same beliefs were shown to me that by “the evening, within 4 hours, somebody will solve your issue”
A new statement also was highlighted that whole Gurgaon is facing the problem and there is some MDF team working on the issue. This was never made clear to me before.

I waited again on 25th evening till the same engineer (Mr. Tejinder Singh) called me up to tell that the problem was due to the connection wire being cut by my neighbors. He told me that I can put forward a wire cut complaint request in the Customer care for speedy solution to the problem.

I do not know why I believed him and did the same and again and again was served a complaint no: 40202686. I was told that by 26th afternoon 1:30 P.M. my problem will be solved. On 27th November 2010 some person from Airtel came without informing me and repair the wire cut. I only came to know when one of our house mates suddenly observed some movement.
It has been a highly disgusting experience for me and I demand that airtel should provide me waiver against my bill of November 2010.
COMPLAINT 2: I have not received my e-copy of the airtel fixedline bill since october 2010, November 2010. I have put forward several complaints to the Airtel customer care but they have all been unheard. Kindly give me the waiver for these months as airtel has been responsible for the delay in bill payments.
If my request is left unheard NOW I would be compelled to go for cancellation of this existing broadband fixedline connection DSL account no:16018147.
Richa Saxena
Address: H.No. 474, Sec- 17 A, IFFCO CHOWK, Gurgaon – 122001
Mobile no: 09871665790

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