Unethical methods and malpractices by Telecom cos
We keep hearing about various telecom companies resorting to unethical methods and malpractices. While I would not like to comment upon the strategies of the companies per se - whether these are good for the industry OR customers in the long run, I definitely do find some of the following really being the limits.
I have post-paid mobile connections from two leading service providers in the country - both of which are also international players. Airtel and Vodafone
Recently I went through a really tough time with one of them - Airtel.
On 28th March 2017 the SIM of my Airtel number went on the blink. I tried all the usual, taking the SIM out, wiping it clean, etc. - restarting the mobile a couple of times... However, the SIM would just not work.
The same evening, I took it to the Airtel Kalkaji Main Road Store. The staff there tried it himself, changed the SIM slots and checked and even with another mobile that he had. When all failed, he provided me with a replacement SIM and told me that in 30 min it would get activated.
I waited for 1 hour before trying out the new SIM. However, it would not work at all. I emailed the Airtel customer care team and they promised to set it right. Even after 3-4 days post that there was no solution. Thereafter, I took to Twitter and complained on their Twitter handle. The social media/digital team too promised to get it resolved. But the situation did not improve even after another 4-5 days.
Eventually, even after multiple mails, escalation, tweets, complaints via the Airtel MyApp, etc. nothing worked.
Incidentally, around the 22nd or 23rd of March, I had responded to their promotion of 30GB data free for 3 months - effected via 10GB per month of usage for 3 months. So when I complained, I kept asking the various teams and staff:
1) What is the benefit of running a promotion and promising free data for a month, when 10-15 out of 30 days of the month, I was not even in a position to be covered by their network or services
2) What about the monthly rental that they were charging me (post paid customer) - whereas for a good 30-50% of the month there was absolutely NO SERVICE from their side??
I was told that they were sorry. I mentioned that they should refund the money / charges for the period that they did not provide any services and extend the period of free data for the days they did not resolve the SIM issue.
Out of sheer desperation, finally I wrote to the Apellate team and here there was further insult to the customer. Without even bothering to check with the internal teams about the case history OR checking with the customer they started prescribing replacement of SIM on payment of Rs. 25/-.
After this, I tweeted to @Airtel_Presence that having gone through kind of poor customer service and lack of any semblance of service quality, I would port out my number. There was no response.
Following this, I then proceeded to port out my number from Airtel.
Now, they have just got in touch with me asking me to pay Rs.500 or so, towards the rental and other charges. Seriously?!!
Maybe they have lost all their self respect OR suffer from "brain fade" OR this is the only strategy to help recoup their losses due to JIO's onslaught? more
I have post-paid mobile connections from two leading service providers in the country - both of which are also international players. Airtel and Vodafone
Recently I went through a really tough time with one of them - Airtel.
On 28th March 2017 the SIM of my Airtel number went on the blink. I tried all the usual, taking the SIM out, wiping it clean, etc. - restarting the mobile a couple of times... However, the SIM would just not work.
The same evening, I took it to the Airtel Kalkaji Main Road Store. The staff there tried it himself, changed the SIM slots and checked and even with another mobile that he had. When all failed, he provided me with a replacement SIM and told me that in 30 min it would get activated.
I waited for 1 hour before trying out the new SIM. However, it would not work at all. I emailed the Airtel customer care team and they promised to set it right. Even after 3-4 days post that there was no solution. Thereafter, I took to Twitter and complained on their Twitter handle. The social media/digital team too promised to get it resolved. But the situation did not improve even after another 4-5 days.
Eventually, even after multiple mails, escalation, tweets, complaints via the Airtel MyApp, etc. nothing worked.
Incidentally, around the 22nd or 23rd of March, I had responded to their promotion of 30GB data free for 3 months - effected via 10GB per month of usage for 3 months. So when I complained, I kept asking the various teams and staff:
1) What is the benefit of running a promotion and promising free data for a month, when 10-15 out of 30 days of the month, I was not even in a position to be covered by their network or services
2) What about the monthly rental that they were charging me (post paid customer) - whereas for a good 30-50% of the month there was absolutely NO SERVICE from their side??
I was told that they were sorry. I mentioned that they should refund the money / charges for the period that they did not provide any services and extend the period of free data for the days they did not resolve the SIM issue.
Out of sheer desperation, finally I wrote to the Apellate team and here there was further insult to the customer. Without even bothering to check with the internal teams about the case history OR checking with the customer they started prescribing replacement of SIM on payment of Rs. 25/-.
After this, I tweeted to @Airtel_Presence that having gone through kind of poor customer service and lack of any semblance of service quality, I would port out my number. There was no response.
Following this, I then proceeded to port out my number from Airtel.
Now, they have just got in touch with me asking me to pay Rs.500 or so, towards the rental and other charges. Seriously?!!
Maybe they have lost all their self respect OR suffer from "brain fade" OR this is the only strategy to help recoup their losses due to JIO's onslaught? more
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Oct 31
The service providers need to take their customers more seriously, they have no right to harass us like this. more
May 02
When i phone a landline number from mobile with vodafone prepaid plan, the moment the bell ringing starts, the usage/deduction from the prepaid amt. starts more
May 01
