To: Airtel escalation matrix for Microsoft accounts.
Hi All in the To Line,
I am sufficiently frustrated with my Airtel postpaid account (Number: 9989201115, Microsoft Plan) that I have to escalate this and to notify you that I am going to file a complaint in the Consumer Court against Airtel claiming damages for the inconvenience caused unless I get a satisfactory response regarding this matter soon.
(In fact, I figured out that it is similar story for many other Microsoft Airtel plan holders at our company – we’ll explore the option of jointly filing a complaint)
I am sure you will have my recent case history at your end but let me summarize what I have been through, for almost a month now.
At first, my outgoing calls were barred without notice from May 7th and it took 1 week to resolve the issue. the reason given was that my payment was overdue (by 2-3 days – I have been a regular cutomer for over 2.5 years and my credit limit was well above the amount due). Note that when this happened, I was out of station in Bangalore. When I called up the customer care, they told me that they wouldn’t be able to help and I needed to call Hyderabad’s customer care and they gave me a number which didn’t exist! However, even after making the payment and providing the transaction details to Airtel, my services were not resumed for 3 more days.
After that, sometime last week, my account was again disconnected. This time even the incoming facility was barred and I couldn’t even call 121. I had to find time especially to visit an Airtel showroom in Madhapur but even there, nobody seemed to be interested in addressing the problem. Finally I had to fight and shout at the top of my voice which made them send out a few mails and messages. Interestingly, while initially, as long as I was polite, the executives kept telling me that the issue could be ‘looked into’ only after the weekend. However, when I made noise and shouted, they sent frantic mails and sms’es and the issue was finally resolved the next day.
Even though my services have been restored now, (after a lot of shouting and fighting), I have no confidence that this will not happen again. So I am planning to switch my network and file a consumer complaint. Besides, I am posting the details of my ordeal and the non-existing ‘customer-care’ of Airtel on my blog.
I’m not a customer you can take for granted!
Awaiting a suitable response.
Thanks,
Tushar Malhotra
Microsoft India Development Center, Hyderabad
