Hi All,

I request your attention on the bad quality of customer service provided by Airtel Digital TV in recent past. As summary of my experience, I would like to highlight that I have tried all possible means to get the resolution of my problem but it still exists. Please see below the date wise (Year 2012) summary of the event:

Airtel digital TV connection customer ID - 3007150084

27th Apr: Registered a complaint for "NO SIGNAL" in Airtel Digital TV thru customer care number "1800 102 8080" with complaint reference number "18197872".

28th Apr: Complaint was resolved by Technician without fixing the problem with comments "Customer not contactable". I did not get any communication from Airtel and waited for problem resolution.

29th Apr: In the morning, I again called the above customer service number to get the status and I was told that my complaint has been marked as closed. When I asked them about the reason, they said customer was not contactable; but when I asked which number they tried, they did not have any answer. I called at-least 5 times to get the proper status of my problem but phone was put on hold for different reasons and call was disconnected. Airtel can check the records.

I again called on the same day in the evening and requested to re-open the ticket, they confirmed me that my problem will be resolved in next 1 hour and I will get a call back for confirmation, but I did not get any call back and the problem still persists. Later, on the same day, I sent a mail to dthnodal.kk@airtel.in email id for escalation and timely resolution of my problem but no response.

30th Apr: No response or communication from Airtel. I sent couple of follow-up mails in the morning and evening to dthnodal.kk@airtel.in with Cc: digitaltv@in.airtel.com. But again no response.

1st May: I received a response on mail from digitaltv@in.airtel.com stating that complaint for video issue has been registered with the Service Request number "18263266".

2nd May: Problem was actually resolved by the engineer and he demanded for Rs.100/- as service charges. Few points to note here are
1) Customer care executive did not inform me in advance that some service charges would be levied.
2) Problem was not in my home, instead it was because of improper installation or bad weather, where as customer I could not do much to fix it or prevent it.

We were already **** off by the service provided by Airtel and denied to pay the service charges. The engineer said that the problem will happen again for sure and he will not come again to fix it.

On the same day, the problem re-occured again, I am not sure if the engineer had any role to play in that.

3rd May: We registered the complaint via customer care and requested the problem resolution. We were told that the problem will be resolved by 3:30 PM on 4th May.

4th May: I called the customer care again and talked to Floor supervisor Santhosh, he confirmed after cross checking me that for this case, I do not need to pay Rs. 100/- service charges and the problem will be resolved by 3:30 PM on 5th May.

5th May: In the morning, I again called the customer care and asked for the status. This time I was told that the problem has been closed because I denied to pay the service charges. This is not the first time the problem has been resolved without discussion / agreement from my side.

On the same day, I sent another mail with details of my overall experience to dthnodal.kk@airtel.in with Cc: digitaltv@in.airtel.com and asked four questions in this mail:
I want the answer to below questions:
1) What is customers fault in above case for which he should pay service charge? (Except that he has Airtel Digital TV connection)
2) What are the options available with customer to fix the problem without paying these repetitive service charges?
3) What is the guarantee from Airtel that after paying the service charge the problem will not re-occur with-in next 10 mins to next 10 months?
4) What is the best option available to any customer to get the problem resolved ON TIME.

But again no response.

6th May: I got a call from Airtel Karnataka Nodal Office saying that it is mandatory to pay Rs.100/- as service charge for each engineer visit after six months warranty period. But I asked the above four questions on the call, they did not have any answers. I requested them to send me a confirmation on mail with answer to above four questions.

7th May: I got a response on mail from DTH.NODALKK@in.airtel.com saying that it is mandatory to pay Rs.100/- as service charge for each engineer visit after six months warranty period but no answer to above four question.
Nodal complaint Reference No. is "2********"

I am highly dissatisfied with the quality of service provided by Airtel and moveover interest shown by authorities to resolve the customer concerns. I have already paid my subscription fee till December 2012 and owns a HD recorder box. I have requested Airtel to either provide good service or refund my money paid towards subscription (till December 2012) and Set top box.

Please help me in redressal of the problem.

Regards
Sachin Jain
80955 03067
Sachin.b.jain@accenture.com