Airtel Broadband Services lacks the most basic requirements of a great service provider: Customer Satisfaction.

Below is a classic case against Airtel – see hoe Airtel encourages its employees (mainly field executives) to take the extra step to lure customers with “rosy” promises, but miserably fails when it comes to commitment. There have been lot of complaints against Airtel, but the below mentioned case surpasses the rest. It is a classic example of how shameful a reputed service provider company can be.

The following email has been forwarded by one of my readers, and I am attaching his email as is. Seriously guys, DO NOT TAKE AIRTEL connections.

From: Toshniwal, Sagar
Sent: Wednesday, July 14, 2010 4:00 PM
To: ‘wecare.west@airtel.in’
Subject: Complaint against errant employees making false promises

Hi,

I have once been a proud customer of Airtel Broadband (previous phone no. 022-40121665). Recently, I had shifted my residence in Thane (Maharashtra) itself and have requested for shifting my Airtel connection. However, I was told by some of your field executives that you do not connectivity in my area. Hence I had to cancel my previous connection. One fine day, I came to know that your team got the connection in my building and I was quite happy. I was happy because I was getting the connection which I always trusted.

My address: Building name: Morning Glory, Soham Gardens – Fairytale, Manpada, Thane West.

I got in touch with your executive manning a stall in my building complex and he assured me that I will get new connection within 4 days flat. I was overjoyed and promptly handed over cheque of Rs 500. This was around 3 weeks before. However, after taking my application form and cheque, the executive remained unavailable on phone. The cheque was already encashed for Airtel, but no connection has been given to me since last 20 days.

This is really frustrating and never expected from a company like Airtel. I have always had faith in Airtel, but after experiencing this, I want to challenge my faith…

I would request you to please establish the new connection at the very earliest. Also, please take strict action against your errant employees – the stall executive IMRAAN (no: 9665119948), his colleague VIJAY, reporting supervisor VISHWAKARMA (no: 9867697153). All of these have been absolutely irresponsible, had no intention of helping customers, and have been rude on phone when called for follow-up status. Such people can harm your reputation.

Please let me know when I will get my new connection – the billing date should be the date from when the connection will be established. Also let me know what action you’re planning to take on these errant employees.

I will also like to tell you that I have placed a request with the society secretary to REMOVE the Airtel stall, as they are misleading people.

Best regards,

Sagar