this is in continuation with my previous post about the kind of customer service that i faced at the hands of Airtel.
It was nearly a week since i lodged a complaint against Karthik and Irfan of Airtel. I completely forgot about it, when one Riaz called me up on a saturday morning and enquired me about the problem i had, and what prompted me to lodge a complaint against these two. I explained all that happenned, starting from my first request for the plan change to Irfan's indifferent attitude towards me. Riaz listened to all these patiently and asked me to specify the date on which i first made the request to change the plan. He told that he will get back to me after checking with the previous records, and if he can ensure that i have already made this request, then he said he will waive off the excess amount charged for the period from the time of request to the time of processing that request. After a couple of hours a lady called me and informed that, they did check the past records and confirmed that my request was spotted there. Also, she felt sorry for the poor response from their side and negligence and also made sure that they will try their level best to avoid it in the future. Also, they will be adjusting the excess amount in the next bill. To be frank, i didnt expect even this kind of response from them.
Still i have a lot of hard memories with the customer service persons there and the poor service that they offer. One related to the activation of GPRS service for me, which wasnt activated even after 7-8 activation requests through messages and over phone. The other one related to surrendering of the post paid connection of my friend, which is worth to be posted in a separate blog. ( But dont worry, i wont ponder again. I know that if i do so.. even the very few ones reading this, will stop visiting my space ). I have heard that Airtel is well known for poor customer support. Now, atleast they are trying to wipe this stain off them. Good signs.
When i called them the next time, they asked me "Sir, are you satisfied with the interaction you had now?" and also they do send us a message asking for the same. They are doing this for all. Good that they try to improve on their customer service front.
Hope that they keep on improving it.
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2 comments:
Hey Shank
Lets hava bet..on who succeeds calling the customer care the most no of times for the GPRS Activation. Mine is Aircel.. and i hav made 15calls i think so far..i mean in the past one month. :-)
Moral of the Story :
"The grass on the other side appears to be greener"
yes.. nobody is providing the service as they promise.. but now no grass seems to be green.. we are all caught in a barren land devoid of any grass..
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