Dear Consumer Forum,

I am using Airtel Digital TV connection since last more then 2 years which was installed in Hyderabad and relocated to Noida in June 2009 and paid Rs 600 for transfer their Digital TV setup. They had done it and was working fine.

I had booked a complaint SR# 2897300 May 31st 2010 @ 1.00PM (STB is not working) and they gave me time for resolution same day @ 5.11PM but no action, then I called them and they gave me another time for resoultion on June 1st 2010 @ 12.00 noon, but again no action, then I called them again on June 1st 2010 @ 4.00 PM and they had booked another complaint with SR# 2905430 and gave me resolution time 2nd Jun 2010 @ 2.50PM, I took short leave and half day leave for all their commitments and was waiting them to complete but complaint still not addressed 2nd Jun 2010 @ 6.30PM.

I am not sure what to do and to whom should I contact to get it resoleved. We have been given only customer care contact no and I called them almost 8 times till now and spent arround 5 hours on call and taken 8 hours break from office. My time too much important since I am working in reputed organisation and need to deliver for my organisation. I need your help to know that who is going to bear this cost and how they are going to take care of my resolution.

Please help.

Regards,
Jitendra Varshney
Cell - 9650025382

We have booked two airtel digital tv connection on sunday30/05/2010 and we were commited connection will be installed within 24 to 48 hours but till 02/06/2010 we have not received any call so we have called up in call centre thrice in aday every time they are giving some new time within one hour, before 6 PM THEN WITHIN 24 hours time. In call centre there service is so poor we have to wait for atleast 15 to 20 minutes time to reach to customer care person. We have requested him to refund our money money they have denied and giving another false commitment.
BOOKEND AGAINST NAME OF; PRASHANT SHAH MUMBAI TRANSACTION ID:90033908
HIMTLAL SHAH TRANSACTION ID:90034005.

hello i am RANVIR SINGH BARN my airtel tv id no. 3003769588 is not working since yesterday pls my reqest slove my problem....... mobile nu. 9872899505

So to continue the abysmal service from you. I still have not got the HD box and 3 times I called now (6 times total today) and 2 out of 3 times, I was put on hold in hope to connect to a supervisor and had to wait 15 minutes without anyone picking up (NO SUPERVISOR) and hung up the phone. 3rd time when I called, the rep just hung up the phone while I was requesting for a supervisor.

Seriously, it’s the worst, most 3rd rated service I have ever got from any company. This shows that the reps, supervisors & processes there are all working to fail the objective of servicing a customer.

From: Sangar, Karan
Sent: Friday, July 02, 2010 3:08 PM
To: 'digitalTV@airtel.in'
Subject: Customer ID: 3000241662
Importance: High

Hi – I am an existing customer with Airtel digital TV and am completely irritated with the irresponsible, inadequate and absurd customer service from you guys.

My issue is below: All interactions happened on 12150 & 12148

1. I spoke to one of your reps last week and they told me that for existing customers, HD is launching on July 1st.

2. I called up in morning on Thursday, July 1st and asked for the HD box.

3. I was told by the rep to upgrade my account by recharging it by Rs.2250 amount and within 24 hrs. I will get an HD box installed.

4. I recharged with Rs.2250 making my account balance as Rs.2400+ on Thursday July 1st.

5. I called 4-5 times today since 10 AM and every rep told me that I would get a call from the “engineers” in 1 or 2 hrs and it will be installed. It’s been 6 hrs. and I have not received any call, neither has anyone turned up to my place.

6. I have not got the HD installed even after so many requests.

7. I was given yesterday a reference number as 3188776 by a rep yesterday and no one in the call center seems to know what it is. Absurd behaviuor.

It is totally unacceptable, ridiculous and unprofessional service without any ownership from Airtel where you cant even keep your commitment.

Utterly disgusted with your service and wanting to switch to Tata Sky for better service and quick installation.

Regards,
Karan Sangar

yesterday i have changed my Airtel DTH from SD to HD Box, before exchanging they told they will not get a single paisa for current HD and future HD channels.
but today i called the customer care to activate the HD channels,
i came to know they have already taken Rs 100 from my account for HD channels alone and they also confirmed for Each HD channels they will charge Rs 100.
And they also confirmed if we want to see ESPN HD channels we have to activate for normal ESPN channels so they are taking money two times for viewing single channel.

I HAVE RELATIONSHIP WITH AIRTEL FOR LAST 1.2 YEARS WITH MY EXPERINCE AIRTEL CUSTOMER PEOPLE ARE VERY RUDE AND NOT CAPABLE OR NOT TRAINED WELL TO ANSWER THE QUESTONS.

My suggestion don’t purchase the airtel HD or SD box, they are marketing way is very tempting to purchase the HD or SD box but it vast of money and time.

I am a Airtel Digital Tv Subscriber (Customer ID:3001892641). I raised a complaint on 5 July 2010 ([11 days since it was lodged]Complaint Number: 3225134) regarding STB not booting up.

The Complaint was closed even without confirming with me if its resolved or not.

I called up customer care twice and both the time the CSR put me on hold for more than 30 minutes without transferring or resolving my issue. And when finally reached to Supervisor he confirmed that the Technician will visit by 11 next day so took half day from office and lo No One visited !!! And got a call after 1 and the technician told he can come only between 9 to 6 ... So does that mean a bachelor staying alone and working in Office can't take a DTH connection??

Then I raised a second complaint for the incorrect closure of closing complaint(Complaint No3242129)
[8 days since it was opened]

Sent a mail to nodal authority ( Nodal Complaint No. is 71145159.) They called back asking is it rectified without even sending the engineer [8 days since it was opened]

Technician called up and said will be visiting ..... 5 days no body visited

Then raised another complaint for the Technician Not Visiting the Premises (Complaint No 3301916).[2 days]


And when fed up asked customer care to refund the balance money so that I can close it.. "No Refund According to Policy"


So in Short
1. Misleading Company
2.No Customer Care
3.The Customer Service is not for people staying alone at home and working 9 to 6 in office
4. Another wonderful thing when you dial in IVR to converse in English the guy at other end talks in Hindi

Wow what a FAKE COMPANY !!

Dear Team,
This is to inform you that mostly 14 days back i received a call from your Customer care regarding monthaly pakages offer. That person told me that they are offering Mega pakage on trial basis for one month and if we want to continue that from the next month we have to recharge our Airtel Digital tv by Rs. 303. That time especially thrice i asked that fellow as it is trial offer, still i asked him is it a free of cost or we have to pay for it,that person replied me, you don't have to pay as it trial offer then i agree i told him to upgrade & he did.
But in today's date my balance isRs.(-7). Iam getting calls and mesasges from your side to recharge account. I did my last recharge on 06 Aug 2010.Now we are continuously calling in Customer Care and i am getting statements like pls find out that no. from which you got the call,is it possible to find out 14 day back records.This is really disappointing service.Whenever i called in customer care, they don't respond correctly and literally they are disconnecting my calls.this is a limit,do you think peoples the customers are fools who are calling in CCC and holding the lines for 30 min.If it is our mistake then why your CCC people do wrong calls and unnecessarily troubling the customers.Pls take corrective actions in this regards.Really hopeless service.My customer ID is-3003944266.

Regards,
Reshma

Forum,
I am a customer (Customer ID 3000951080) of Airtel Digital TV company since June 2009 and residing at Shillong, Meghalaya. My bitter and horrible experience with the service center of your company at Shillong compel me to write following lines.

1) Due to non functioning of my STB( set top box), I lodged first complaint on 17.8.2010 inspite of repeated complaint there after the service Engineer failed to turn up though they had attend within 24hours. At last, on 20th August'10 one person come and replaced my STB with an old one and charged Rs.600/-.

2) Since 9th Sept'10 STB started giving trouble intermittently again. After keeping it on watch for a week when there was no improvement, I lodged a complain again on 15th Sept'10 ( Request no.3856132). In reply your Call Center promised that Service Engineer from Svc. Center, Shillong would visit my house by 4pm on the same day. But till 18th Sept'10 no one turned up and again lodged a request (no.3890405). On inquiry with the Svc. Center, Shillong on 18th Sept'10 evening, they replied that the STB would be replaced when new STB is available in the Svc. Center, Shillong.

3) Yesterday (27th Sept'10) again I have contacted with your Call Center and informed the all facts with the all reference nos.. Your Call center replied that they are taking appropriate action and promised me that within 24hrs my problem will be solved. Till now (16:45hrs 28.9.10) the same has not been replaced neither anybody call me from Svc. center, Shillong.

In my view the stuff of the Svc. Centre, Shillong are liar, dishonest, inefficient and more over, they lack professionalism. This inefficient stuff are not only tarnishing the reputation of the Company like Airtel but also destroying the establish Business of Airtel at Shillong. Their callous & unprofessional attitude and stupidity have created a serious impact on the mind of many customer including me............................. as a result I find no other way but to appeal to the consumer forum against the company on the ground for not providing proper customer services, disobeying customer complaints, depriving and cheating the customer.

From...
Bimal Sharma
9436304216 / 9432599979

Dear Sir.

I am Premila Mohanasundaram ,an existing customer of airtel digital tv.My customer id is 3003575168.

Here i would like to express my disillusionment at the customer service provided by airtel customer service.

I lodged a complaint with them on 7th oct 2010 for No signal error.I was given a complain no 4071784 and they promised to resolve the problem before 3.30 pm the next day.But no one turned up.I had to take leave for the day to adress this issue.

again i called the next day and was given the complain no:4077235.They said it would be definately be resolved by next day 9 pm.

I waited at home and made atleast 8 to 10 calls to airtel customer care.But there response was really irresponsible.They said they had got confused with the Pincode of my place.How absurd!!!!

Again they gave me another complain no :4086284.They promised there engineer will definately call.but again no response.

I am very igitated with airtel's bad service.From last one week no tv and children at home have started requesting me to change the package to reliance or sun direct.

want to know what are these people are doing..Why are they taking there salaries ? to sleep on our woes.

Now they have stopped taking my call through the TOLL FREE PH NUMBER.

What is happening..atleast they can tell us why is it so difficult to resolve a No signal problem?

I hopr they respond atleast now..or we have to take some other action?

Premila Mohanasundaram

hi i am prabhat das i am using airtel digital tv last one year.but few days a am suffering to see tv channel
due to error no sginal.manny time coplain to cutomer care but not to solve the problem
my ID no3003244038 and yearly comlain no.4312254.
my mobile no.9707668901

Dear Sir,

Hi i am prabhat das live at Mirza town, i am using airtel digital tv last one year.but few days a am suffering to see tv show,due to error "no signal". whem channel changes to another no signal message occure.
many time comlain has to registered to customer care,they assure me to solve the problems but not to solve the problem yet now.i have manage a technician myself to solve the problems but same problem on the tv screen.all type of cable connection check out,but no showing defect.

my ID no.3003244038 and comlaine no.4312254.
my mobile no.9707668901.

regards,

prabhat das
mirza
dt.03.11.10

Dear Sir/Maam,

I am a Airtel Digital Tv Subscriber (Customer ID:3001892641).

I got a message from Airtel Digital Tv that my account Balance is 59 rs and I need to recharge it. This happened when I made a recharge of Rs 600 in December and have a monthly subscription of Rs 260 only. When I checked the account there were deductions made in my account on 1st December for Movie Subscriptions totaling to more than 300 rs.
And on that day I was not even in the City to make all those calls (My Mobile Bill has all the details to support that)
And I got a call from Airtel enquiring that if I had made those reservations and I told them I haven't done the booking.
Then also they deducted the amount from my account.

I called up the customer care and he said that sir you have made calls.
1)He was not able to check whether the calls originated from my end or not
2)Put me on hold and after 15 minutes told that superior is busy and I should call them again

So what I understand is,
1.Airtel books movies on customers behlaf and watches themselves and charges the same
2.The Customer Care doesn't know how to address the issues of the customer
3.The Software being used by Airtel doesn't record the conversation/validate what is being charged.


SatParkash Maurya

On 4th of january 2011 i hv taken a new connection of Airtel DTH bt after two days it is not working, shows only a black screen, must be any problem of Airtel DTH box. I called many a time in cutomer care & engineers as well bt NO respose. What kind of service is this. This’s not done really how can be u guys behave with ur customers like this. Airtel owner’s must take some serious step against it.

Hi..

I am also dealing with the same issue since morning... everytime whenever i call to CC they said say that it will be get resolved within few hrs but still its not working... I really dont know whats happening...

My Airtel TV account no. is 3000652422 and I am facing a problem with it since last 10 to 15 days. Description is as follows:-

1. I am getting message as "No Signal" for this I raised a request with the customer care.
2. Customer care provides me a resolution code and said that their engineer will visit me and I should provide this code to him after the problem resolved.
3. Strange thing is that no engineer visits me and I have not provided that code to anybody else but next day I got message that my problem is resolved.
4. I again contact the customer care and again they provide me some code and asked to wait for the engineer visit, no engineer visit and next day I again got the message that my problem is resolved.
5. This cycle is continuing since last 10 days I raised call and without resolution I got messages that it is resolved.
6. In the mean time I am not able to view any channel but have to pay for that period also inorder to get the continues service.
7. I have also taken leave for one complete day and call one of the engineer by myself (whose no. I have from earlier visits) but he didn`t visit.
8. I really got fed up with the services provided by Airtel. Both my time and money is getting wasted.
9. Only alternative for this problem I thought is that to disconnect my account and switch to any other provider.
10 . If any body knows how to deal with such a problem please let me know.

This is Mukesh Agarwal - i was given a dth connection id no 3007236808 booked on online after taking a cash payment of Rs 999/- but to my surprise when i asked the person concerned abt the package of channels he told me that when they will come they will gv you one month's free package. They installed this dish on 1st Feb,10 at 8.00pm and when i asked abt the package they told me all channels will come and to wt for 45 mnts and keep thestb on . To my surprise i was gtg hindi, bengali and south indian. Just now when i called up customer care at 033 44448080 i was attended by Mr Neeraj Kumar - who perhaps seems to be new on customer care and i told him that i am not gtg english channel after talking 10 mnts he advised me to pay to which i agreed and then he told me to go to a dealer and pay Rs 55/- to which i said that when i am gtg all facilities on line then why sld i go to a dealer at that he remarked that YOU CAN DISCONNECT OUR LINE AND TAKE FROM ANOTHER SUBSCRIBER -----now, may i ask why this type of remark and when i asked abt my payment he says YOU WILL GET A REFUND . Is this the response u gv to yr customer instead of solving my problems ??????????? when i asked him to put me to yr senior he replied - ALL SRNS GO AWAY AT SEVEN AND HE IS THE ONLY ONE -------------------Note - pls go through the conversation i had with yr MR NEERAJ KUMAR as you have a system where all calls are recorded.
Thanks... AIRTEL - this was not expected from you

I have damaged my remote and wanted a replacement. so i called customer service on 23/03/11 and agreed to pay for it & i got a reference no: 6232995 and was promised that someone will arrive with the remote by 1100 on 24/03/11, i waited and no one arrived. I called customer service again, i waited on the phone for over an hour as 5 different representatives of your's kept hanging up on me. Due to this behaviour and wasting my time for an hour to simply understand where my remote was, i lost my temper and had to yell and ask for the rep's names to ensure that they get scared to hang up on me. By doing this i spoke to Narendra who atleast had the courage to speak to me and explained that i have to wait for another day as there are no slots available.
The saga continues on the 3rd day, when no techinician arrived, i called thrice and demanded to speak to a manager, on 2 occasions i was transferred to a manager and put on hold for 20 minutes, the 3rd call is still on for 24 minutes and i am on hold hoping to talk to a manager, WHAT DOES A MANAGER IN AIRTEL REALLY DOES THAT STOPS THEM FROM TALKING TO AN UPSET CUSTOMER????, i have also sent an e-mail to your customer service address & i am not shocked to have not received a reply.
I regret recharging with you recently because of the way you have treated me, below are the names of the useless reps that i spoke to.


Amit Kumar Ravi
Deepak
Gopal
Prince
There was one more girl that i spoke to, i didn't capture her name

My worries:
1) This seems to be a problem with your entire team as not 1 but 5 reps did the same thing, this shows that your managment team is either not interested or incompetent or not fit to be in that job.
2) If i would have been spoken to, on the 1st call, that would have taken max 10 minutes, but i have called 5 times and total time spent (less on IVR) is approx 20 minutes in parts with 5 different people.
3) You will spend some time actioning this mail as well, all of this will cost you more then handling the 1st call.
4) More importantly i will not stay with you from next year & will share my experience with everyone one i know.

So I am doing you a favor my teaching you the 1st lesson of customer service, disconnecting the call from a customer is the most un professional thing to do. If you can understand 4 points that i have made above, you will realise that with this practice, you will continue to pay 4-5 times more in salaries of useless reps to do the same simple job, not to mention customers are getting upset.

SO PLEASE WAKE UP.

What i want you to do:
1) Cancel my connection as i can't trust a rubish company like yourselves.
2) Who is the ombudsmen for DTH where i can complain.

Ashish Sharma,
A victim of AIRTEL DTH
9167332230

I am a Airtel Digital TV customer, customer ID no. 3003795893

I upgraded to a HD set Top Box on 6th April 2011 and have been waiting since for my services to be upgraded but they have not been upgraded yet and my services have not resumed. I have enough balance in my Airtel Dish TV account but i get the message that i should recharge my account. The Error Code is 6. I have contacted customer care 12150 several times since then to resolve the issue. I was told that i needed to keep the STB on for 45 minutes for the services to be upgraded and i have done that but it does not seem to work. When i called customer care again i was told that my services were never started from their end! Then again i was told that my services have been started and i should keep the STB on for 45 minutes but it didn't work again.
Finally i was told that there seems to be a problem with my view card and a engineer will be sent to my place to resolve the issue. I was told that a engineer would come to my place today on 8th April 2011 but the engineer has not called me and no one has visited me to resolve the issue. So i am being charged 12 Rs. per day for the services that i am not getting since the last 3 days.
Please Resolve my issue at the earliest
Thanking you,
Pankaj

Dear Sir,

I have book new Airtel Digital TV connection through internet on dated 23rd June 2011. but till date no any hard ware received from your end.

Please look into the matter and resolve as early as possible.

Thanks

Santosh Yadav
09993592135

I had a bought an Airtel Digital HD connection in June 2010. The Set top Box has started malfunctioning recently, the problem is the sound o/p vanishes at times. I had registered a complaint and the technician visited today 22/7/2011 and said the set top has problems and needed to be changed. He replaced it with another old repaired set top box and said since the box is out of warranty (one year period), I need to shell out 1000 bucks. The warranty for the the replaced set would be 6 months and there is no guarantee that it will not conk-off after 6 months and I am expected to shell out 1000 bucks or may be more again.

This is blatant extortion racket deliberatly fabricated by Airtel as the customer does not have any other option (procuring something from the market or buying another box).

I have had very unplesant experiences with AirteI Digital TV like money from account vanished once. I do not know whom to approach.

Sanjeev
Kolkata

sir, i took the fornew airtel dtgitel HD new connection in the month of june 2011. My id no iseo 3007979087. I was facing video problem for few days. i made a complaint through customdinganter care and my reference no is al 10397595 dated 26/07/2011. on 27/07/2011 loca l engineer has visited my house and they c ould not detect the fault instantly, accordingly, they have taken my settop box with them and advised us that they will check up the instrument at their service centre located at 6th mile guwahati. they did not provide any receipt against the box they have taken. today ie on 28/07/2011 in the morning they have informed over telephone that they need one wire to be replaced and it charge rs 650/- and we have to pay it. i wanted to know that my settop box is under warranty,then why i should pay charges? They just replied, "you are to pay, it donot cover warranty."Then i demanded their serevice report, wihich they flatly denied to provide.I then told them to proviide money receipt for the chargeble amount with details of items charged, that too they did not turn up and deliver my settop box. As a customer is not a right to demand in writing for the cost of materials? is it the customer service? I give below the telephone number of the local engineer with whom i contacted. his no is 9957761817. This type of service/behaivour will damage your brand name in the market. I would request you to take up the matter with the appropriate authority and get my problem solved.
yours faithfully
Shom Sonkar Roy, Royal Enclave, F/no 4A, Survey, Beltola, Guwahati, Assam. mob no 9435171623, 9435305482

I am a airtel digital tv customer. i have used it in rajasthan for 2years, but nw my job has been changed and mine present location is Greater noida. I have relocated on 28 Oct, and i had registered a complaint to re-install this digital Tv at my new home on 29 oct/11, but since then nobody came to my home for the above mensioned work, ur customer care represantative is not taking interests in my problem,.

Today is 6th day and iam suffering from your poor services.
I have no other means of entertaining, pls tell what should i do,


Ajay Jain
09540774333

Myself Ankur Jain. My customer id is 3000367814. I am using airtel DTH service from 3 years. At the time of installation I choose my package(North MEGA pack) and the same was activated. At the time of activation I was told that if new channels are added in this package you will get all those channels without extra cost. In early 2011, I got a call from Airtel that the package which you are using is no longer exist and we are migrating your account to MEGA2011 package. The new package will come with new channel with extra cost. I told them that I don't want to pay extra so I don't want to switch to new package. Also I told them I was told that if any new addition is there in the package I will get it without extra cost. Customer support person told me that this is not the same package this is (North MEGA2011) package. Your current package does not exist. So they forcefully switch my package. At the same time I asked them about world radio service they told it will start working in some time(But every one knows that the service is permanently closed) still i am paying for the service in my package.
Recently I checked channels in my package and find out that I am not getting some of the paid channels. I called customer care on the same. I asked her to update my package then she did that and I started getting those channels. Then I raise this issue to nodal desk, the person called me but does not try to listen to me. Airtel nodal officer was telling that you should have called customer care about the addition of channels over the period of time. When I asked him how do I get to know if there is any addition in my package. I told him that when you guys change my package you called me and forcefully change my package, he was like is there any other issue? Then nodal officer disconnect the call.

These people are paid with the money which we pay for the service still they not ever want to help customer.
As the nodal desk is the highest desk, so if they did not listen to customer then who else will help.
I think government should take any action against them.

There should be some thing so that customer can change their service provider and switch to other DTH service.

Hi friends,

I have placed an order for Airtel DTH connection on 24th of Nov 2011, I spoke to a person named Reddy . He is an agent from customer care.I thought it would be better option to place order through Airtel directly..
he placed order and he said he will arrange a person to come and collect the money for new connection. I payed Rs:1690 on 25th of Nov and they gave a cust id: 3009478249 , then i was told that , an Engineer will cum in 24hours to install the setup box. now its 1st of December (1 week) no one came , not even a call from them .
I been calling them everday.. and i got pissed off with their service. I'm planning to cancel the order but the customer care executives were using all there communication skill saying , i will arrange call, backend team will contact you , engineer will come today, engineer is on the way , they are providing some dummy numbers of the engineers.. if you call them it says the number is out of service..
really it sucks my friends...
i wana file a complaint but i dont know any number to do so...

I spoke with many people from cust care .. nearly i spent Rs:150 for the phone bill but no use..
at last i spoke to escallation supervisor: Manjula mohan raj. she said she will followup this case and fix this issue in 24hrs.. after that i got call from backend team stating engineer will come but you know about this guys .. no one turned on....... 24hrs passed ... no response...

My humble request to you all , plz not to go with This DTH service ....

its the worst and poor service i ever seen...............


Kishore