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Airtel I Give UP

Dear Airtel,

This letter of mine is to publicly accept my defeat in the war to get you to resolve my simple requests.

You might have seen my earlier post where I complained about your poor services .To my utter surprise ,when I mailed you that link, you actually called.I was expecting a dead pan silence as usual from your side and this sudden change actually made me think that you actually might care about your brand.

I was informed that you have corrected my name but for my email ,instead of correcting it, you simply added another email ID .As a result you kept sending my bills to both my actual ID and to some madhurchanda .I have no clue why would anyone do that and what was your customer rep thinking when he/she decided to keep the wrong ID as primary ID and add the correct ID as secondary ID.Anyways that only airtel can tell

You also promised me that you will call me back in 72 hrs with a new number and my request has been escalated, this did give me some hope BUT as expected ,your escalation turned out to be a sham and no call came.

Worst part was that it was not just an oral but an actual WRITTEN commitment .Again I emailed you asking what happened to my number and this is the reply I got

Thank you for your mail to airtel and the opportunity to assist you. 

We would like to inform you that as per the Service Request, your email ID has already been updated with the email ID  and the ebill is registered with the same.

Are you kidding me? You guys actually DO NOT read the emails,its all machines.Anyhow I went a step ahead, I posted on your facebook page and you know what response i got? “NOTHING”

I thought maybe my case was special, maybe your systems are so messed up that you are unable to find my details ,so I looked at other posts on your page and to be frank I was SHOCKED. You guys read nothing, there is a very standard reply to all posts

we are extremely sorry for the trouble caused. We would like to make it up for that and assist you on the same. A humble request to send us your contact details at www.airtel.in/airtelpresence and we shall contact you at the earliest. Thanks.

I discount the fact that people will post on your page only when you have a problem, but what matters is how you handle it. Is this your response to their problems? And you know what was the funny part

  1. Most people actually posted their phone numbers including name right there but you still asked them for contact details(Are your customer reps seriously THAT DUMB)
  2. Many complaints were not even complaints, one guys posted about how he hated your song and you asked for his contact number(For what? send goons to beat him/threaten him)
  3. Many people posted after that that they already sent you all details , but you still did not respond

there was absolutely no followup.

So here are my Broad assumptions of what is wrong in airtel customer service

  1. People handling facebook CANNOT read english: Chances 99%.This would actually explain a LOT
  2. Airtel possibly wants to wrap up its mobile services, no one would give such pathetic service.Or it has become too confident that they are too Big to fail
  3. Airtel customer reps are rated according to number of tickets closed, so they close tickets without actually resolving them.They do not mind lying blatantly.
  4. There is NO escalation system in airtel, if it exists ,it’s dysfunctional
  5. Facebook and twitter are just tools to drive traffic to airtelpresence website
  6. No one in airtel actually opens the facebook page, it’s all via automated system and the customer reps think saying “We want to make it up” solves the issue…Guess what it does not, you actually HAVE to resolve the problem–Surprised?

So now I am officially giving up my complaint , you have proved that airtel company is incapable of resolving simple issues. You lie in writing and then you set your vision to “be most loved brand”, may I ask How? By getting rid of all haters(All Customers)?

All the best with that, you are doing good

Airtel Vision statement

 

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Open letter to Airtel–Thank you SO MUCH from a happy transformed customer

Hello Airtel Customer service,

I write this letter to compliment and thank you for some exemplary customer service that you have rendered to me over the past few months. For the benefit of the readers let me give a complete gist of why I am in awe of you guys

1. You told me my Real Name: I grew up believing my name was Madhur Chadha. Apparently my parents did not tell me the complete truth .You guys figured out ,I don’t know how, that it actually was Madhur Chadha Talwar. Even my parents were surprised to know that ,they had no idea that my Name had Talwar at the end. I must profusely thank you for telling me this big secret.

2. You told me what my email ID should be: Again I had no idea that I was using a wrong email id all my life.Instead of [email protected] it was YOU who told me that it was [email protected] How did I not know that? You brought the moon(chanda) to my life.The best part was that even after innumerable calls and emails and SMSes you stuck by your stand and did not change it,rather sent me a mail at my wrong(one i was using) id that you have corrected it to [email protected] . You changed it once in a while to pacify me but as you are the BIG BOSS you changed it back at your own sweet will.

3.You decided my lucky number: I though that I had the option of choosing a number but apparently I was wrong. Though I requested a 9 series number ending in 335 you chose to give me a whole different number from 8 series .Again in-spite of many promises you did to me to offer a new number, you stuck to your stand and never called back. How DARE I request a change

4. Taught me that leaders should not be respected:  Out of sheer misjudgment on my part I was under the impression that if I emailed Sunil Bharti Mittal, you would at least listen to me but again you taught me something else.Every email sent to Sunit Mittal Sir for whom I had immense respect went in vain, you still did nothing.I actually felt sorry for him.But I respect your company where a customer service agent can ignore his CEO with such disdain.In most other companies it would be as good as insulting him but you guys are above all that. A true flat company I must say

5.You taught me how to lie: I have studied a bit management too and day in and day out we were taught about being ethical, not lying to customers and how to conduct business fairly ,but YOU taught me that it was all junk. In business especially customer service,the biggest asset is lying. Your customer reps lied to me so many times that I have lost count. Some of the lying includes : “We will give you a call back in 24 hrs”, “we will give you a new number in 72 hrs”,”your call is important to us”, “We have noted down everything in the ticket ” and the BEST ONE “We completely comprehend your viewpoint and sincerely apologize for any difficulty caused to you by our Customer service department.”

I also really like the jest that you put at the very end of emails “We hope that we have been able to address your query. ” Its funny and sad at the same time.

Your Zonal offices do not respond to emails and you have figured out how to shut up customers like me by calling me up again and again and asking me to explain the problem to a different customer rep who has no idea of what I am talking about.

6. How to read fast:To be frank this is the best learning I have ever HAD.How to read fast, you guys are phenomenal.I have tried sending you detailed emails explaining my issues ,even created bullet points,tables and was about to create charts also but you guys simply never read .Instead told me that you have changed my email ID to [email protected](the email ID that is not mine).The number issue never figured in your emails.This is what I call prioritization. You guys are phenomenal at that and should be training corporates on how to read.

I can go on and on but sadly am at loss of words, at the end I will say ,sorry Airtel and thank you for doing this to me .Now I am off to legally change my name (though you have changed it for the time being,not sure how long it would stick) and email ID and my preferences for a 9 series because at the end Airtel hai to dosti hai.

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