I had a recharge of Rs.1110 on 17 nov 2006 at Wind Rose Traders, Thoppumpady, cochin.
My mobile Number is chennai based (No..9840035969) and for the past week, I was desperate to get my validity extended, lest I lose my mobile No. I was told by a AIR TEL showroom on Baneerji Road, Ernakulam that unless I talk to AIRTEL Chennai, I will not be able to extend my validity.
I had to make a call to AIRTEL chennai (Chargeable) to get details of recharge. AIRTEL Ernakulam Could not give me that.
On 17th at 12.19 pm I got a recharge for Rs.1110 validity for 2 months on my chennai number.The Confirmation message from airtel chennai had a offer attached to it saying that on a recharge of Rs.888 , the validity period would be for 6 months. Immediately I asked the executive at cochin to switch over to the offer since only some minutes had lapsed.
She expressed inability because my number was a chennai number and asked me to call chennai AIRTEL and they would be doing the needful.
I called up chennai AIRTEL from my mobile itself (chargeable) since I was on roaming and
finally when I reached Ms Nirmala she said that the change over was not possible since I had recharged. The Call cost me Rs.20 (10 min). I felt cheated because the company did not understand my point of view. I did not ask for a refund but only for a extension in the validity period from 2 months to 6 months ,which was the offer for Rs888 recharge. Any difference in talktime could have been offered to me ,for which I would have been responsible.
I am their Customer for the past 2 years and besides my mobile, I also have an addon card and a broad band line. Airtel is aware of this as I have made it clear to them whenever I have a complaint over their services. I find that the company does not have a database where it can identify a long standing customer. I also feel that AIRTEL is not really customer friendly.
When I had told Airtel that I am calling from chennai and am being charged, I was put on hold and they took their sweet time to pick up the phone nearly (6 mins). When confronted Ms. Nirmala only thanked me for being on hold for such a long time !
Finally I feel that AIRTEL should change their escalation mechanism. When I am not getting a response I am unable to reach a CRM and Only a call centre supervisor is answering. I have had a lot of problems with my broadband connection also of AIRTEL and complaints to the service number which is chargeable is not satisfactory. I feel that they should have a toll free number where they may be contacted by any where in india, irrespective of services.
May I request your good offices to pursue the matter with AIRTEL Chennai and see that my validity is extended by another four months. My mobile no. 9840035969.