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Complaint Details


Posted byarun 
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Reason for ComplaintCustomer Service 
Complaint Rating10(in a scale of 1 to 10)
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Complaint Details

Beware of packs and offers provided by AIRTEL, even if you do not subscribe to them. Because they may change your pack (even in prepaid) without ASKING YOU!
I recharged with RC 24 in my prepaid connection (which is STD night pack) which is supposed to be valid for 30 days. But just one day after i received an sms from airtel "make calls to any number for 2 min and get other 2 min free". They never asked me if i wanted this scheme or not.
My pack (rc 24) had been deactivated by company server in just one day without asking me. so for the opaquness of company policies & fraudelent practices.
After great deal of effort, I called customer care and i was informed that server had selected my number (lottery system) for this special scheme: so they activated "2 min" special plan. Since only one plan can be active at one time, my earlier pack was disactivated without asking.
I asked them why did they not consult me before applying for lottery and the CUSTOMER CARE prudently declared that you must have received call from us and accidently pressed some number (saying yes). To the best of my knowledge, and i have previous call history and sms to support my evidence, nothing of this sort happened.
I asked customer care to register my complaint and have called them several times. Each time I would get a different answer. One operator said that we would revert your old pack in 24 hrs, other 48 hrs. And one day they told there was no such complaint in our database.
I questioned customer care if they have policy of giving complain numbers to customer? and If they have any Quality policy/process? Apparenbtly there is no way to track your complaints. He said that you just give your number and explain your complaint(no compalint no thing) and they " mark" it for their support and DO NOT register any complaint.

Finally I asked them to lodge a complaint against customer support function of AIRTEL. He plainly refused.
I asked if he was aware that this call may be recorded. He said "yes"
"If you want to make a complaint, go to our okhla centre and that centre does not have any number"
I would like to ask how can we trust The company
1. which does not even have a single phone in its office
2. which does not have a single helpline no where we can register and track our complaint
3. which does not have the mechanism to bill even the simple prepaid cases properly and correctly
4. which does not have a customer grievance cell (i tried 9810198101 123 )
There is no quality policy of this company!!  

Solution of your complaint1.AIRTEL should not dupe innocent customers to cover its telecom deficit. 2. AIRTEL should promise that in future they would not harrass customers. 3. AIRTEL should devise a customer grievance cell. 4. AIRTEL should take care that their server are maintained (quality principles) on logic and not play games with random lottery on customer accounts without their information/permission. 5. AIRTEL should inform the customer clearly if it is not able to solve customer problem clearly beforehand and not play games by telling the customer that his request is in queue or commit some deadline which they are unable to fulfil 6. AIRTEL should try to devise atleast some basic quality process in their organisation/services  
ActionFrankly I donot expect anything out of this company now!!! 
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