[kkdelhi]

I think the message in my original post got lost. I am not against rules here, I am only highlighting customer service. As I said in my original post, my only intention was to demonstrate the level of customer service meted out at one outlet and a totally opposite one given at another of the same company. I have no problem with rules; in fact, I would've had no issues bringing my wife along had I known. I was carrying my ID and my wife's ID, but ARC2 kept insisting the owner report in person. Again, I have no problem with that, but the manner in which they talked to me was what really put me off. If I go ahead with my complaint, it will not be for refusing to replace my wife's sim, but for the non-courteous behaviour of the staff at ARC2.

At the end of the day, I got what I wanted by following the rules. I signed the form, gave my ID and paid the sim replacement fee. This was what I was advised to do and I did exactly that. And I came back a happy customer.

Anyone tried number portability?

[NetfreakBombay]

Originally Posted by kkdelhi

At the end of the day, I got what I wanted by following the rules. I signed the form, gave my ID and paid the sim replacement fee.

That is not true. They connected a customer's connection (and gave i to a third party) without consent.

This breaks all sorts of rules.

[kkdelhi]

When I go to somebody's house, I don't start behaving the way I want to. I must wait for the house-owner to let me know what the rules of the house are. Similarly, I don't work for Airtel, nor do I make their rules. So, for me, the rules are what the ARC tells me.

In my previous post, I should have said I got what I wanted by following the rules and due to good customer service. It was because ARC1 had the good sense to look beyond and come up with an alternate solution that Airtel managed to retain a customer. Some of us think what ARC1 did was wrong. In my opinion, ARC1 should be suitably rewarded for handling the issue in a mature and customer-friendly manner. And, those of us who say what ARC2 did was right and that the girl was only doing her job (by using bad language and throwing attitude) should think again. Remember, it is entirely possible to have debates and discussions without getting hyper or abusive. But, thankfully, most of us got the message I was trying to convey.

As someone said rightly, this is what you signed up for. If you cannot handle customers or satisfy their queries, there is no reason you should be in the customer service industry. If you have a bad or abusive customer and you are unable to be assertive and polite at the same time, by all means take it up with your boss and let him handle it (It's even better that he handle it because he may have access to solutions you have not even heard of!). But don't take it upon yourself to fight back brick for brick. Let not your bad attitude come in the way of providing a polite, smiling customer experience. Trust me, it will take you far in life.

Throughout my interaction with the service industry so far - be it airlines, hotels, hospitals, restaurants, banks, insurance, courier companies and what have you - I and my family have had the good fortune of being treated nicely. There have been a few times when the staff at the other end has been rude and behaved badly (like in the ARC2 case), but largely the experience has been good. We once checked into a hotel late night. We were tired and sleepy. The hotel 'rule' said I must fill up the details before we could be assigned a room. But seeing the restless children, they promptly guided us to a room and the entries happened next morning! Similarly, I missed a courier delivery once because I was not at home. I called up the agency and enquired about my package. They said they had it and that they would deliver it next day because the 'rule' said the delivery has to be made at home. Since I was in the vicinity, I visited the agency in person and showed them my ID and address proof. They promptly handed me the packet. Another instance that I recall is when I had to escort a friend's mother to a hospital because he was out of town. His mother fell seriously sick and I took her to the hospital. After she had been wheeled into the OT, the surgeon looked around for 'family' of the patient. I offered myself for anything that was required. He said he can only talk to the patient's family as per the 'rule'. I said I was the only one around since my friend was away. The surgeon then discussed the case with me and advised me about the things to be done.

In all of the above, was the company 'rule' broken? Yes. Did the service provider use discretion? Yes. Did it resolve the situation? Yes. Did the company come to any harm? No. Was the service provider polite? Yes. Was the customer happy and satisfied? Yes. All these situations demonstrate how a 'rule' did not come in the way of solving a problem and nobody lost anything. On top of that, politeness and good manners never offended anyone as far as I know.

As the saying goes: Treat the other person the way you would have him treat you.

[rock75]

I face poor signal problem at home too, first it was vodafone and then we shifted to airtel, initially it was better but it has progressively gone worse!

However I have found that some handsets have better signal reception than others, e.g. Spice handset can receive calls indoor but samsung hardly can connect without call drop. Why is it so?

[Dreadnought]

Hi anybody with numbers/email of airtel senior management?

[salbin]

I am having mobile connection of Airtel Karnataka. I face frequent problems in some places - my office is in the TN KA border, so i get both networks when at office. The problem is that most of my calls gets dropped when connected to karnataka network. This does not happen with tamilnadu network. So I am forced to latch to roaming network always while at office.
Is there any solution to come out of this issue other than opting for another service provider?
I had called their customer care multiple times and finally lost hope.

[AbhiJ]

Airtel Kolkata is going to the dogs.

Network disappears without any reason. Whatsapp messages dont get delivered/received.

Thank God the voice call clarity is still decent.

[aravind84]

Yes am facing issues with Airtel Internet connection 3G on my iPhone. There seems to be no speed and while checked my speed test results show 5 Kbps download speed.

It's been 4 days since I raised a complaint with airtel and there seems to be no end to this. Anyone else facing the same ?

[Warwithwheels]

Originally Posted by aravind84

Anyone else facing the same ?

On Airtel 3G ever since it was launched. Never encoutered such a problem. Speeds have never dropped below 2mbps.

Did you check your APN settings? Hope you have the right configuration on. Also check by changing your network mode to 3G only.

[Raja]

Airtel (Maharashtra) has recently changed my prepaid tariff without informing me.
They claim it was changed when I topped-up, but all did was a full talktime recharge.
I have been writing emails to them everyday, but they reply with their standard statement with no explanation.

I want to change, who else has good network coverage in Pune, with local tariff roaming in Mumbai? (Airtel is good in that all outgoing calls while in Mumbai are charged at the same rate as if I was in Pune).

I am tempted to try BSNL. Their 3G packages look attractive.

[Added_flavor]

Guys how is Airtel 3G/HSDPA in Bangalore? It seems very erratic on my NOTE since the past week or so! The H/H+ symbol is there but it just doesn't connect! I can see my phone sending data by the green arrow glowing, but there's no/feeble response from the server (Red arrow). Also, while traveling it switches very frequently b/w Edge and 3G resulting in call drops and more battery drain.
You guys might suggest me to change the settings to "Only WCDMA" but that will surely result in more call drops! Anyone else facing this issue in Bangalore?

[DRC]

I have to agree to many posts in this thread!
1. Airtel services in Bangalore has been pathetic these days. I live on 6th floor of an apartment and can see three airtel towers, yet, I can not complete a call without being dropped atleast 2 times a minute

2. CS is not helpful at all. From Jan 31 to July 31 I have at least 25 SRs, escalation to appellate many a times yet there is apathy all around.

3. As I understand, Airtel is only a money counter. They have outsourced everything to agencies who do not have a clue what they are doing. Even worse, there is no co-ordination to resolve a problem in such an environment. Eg. On one of my complaints, the technical team had suggested to change the SIM it seems, but this message had never gone to the ones who should have issues the new SIM.

4. They never take down complete details of your problem. They just try to fit your problem into their drop down menu boxes. In my case, I kept on telling them, I do not have signal strength issue but there are call drops for some other reason. All along they had recorded "Indoor coverage issue"

5. culture of service is missing at the top which is promptly trickled down to the foot soldiers. Now they are biggest network they admit they do not care to loose a few. ( I was suggested "Sir, this is the best signal strength we can provide in your area")

[Raccoon]

Originally Posted by Raja

Airtel (Maharashtra) has recently changed my prepaid tariff without informing me.
They claim it was changed when I topped-up, but all did was a full talktime recharge.
I have been writing emails to them everyday, but they reply with their standard statement with no explanation.

I want to change, who else has good network coverage in Pune, with local tariff roaming in Mumbai? (Airtel is good in that all outgoing calls while in Mumbai are charged at the same rate as if I was in Pune).

I am tempted to try BSNL. Their 3G packages look attractive.

I know this was posted in Jan., but anybody looking for a good network in Poona should try Uninor. Very good coverage everywhere I'v seen and the voice clarity is possibly the best I'v heard on any network, CDMA or GSM. But I guess they don't have 3G in Maharashtra (or do they?).

Uninor rocks in both areas - network and tariff. Airtel is the worst here in all ways and also the most unethical.

[dadu]

Originally Posted by DRC

I have to agree to many posts in this thread!
1. Airtel services in Bangalore has been pathetic these days. I live on 6th floor of an apartment and can see three airtel towers, yet, I can not complete a call without being dropped atleast 2 times a minute

2. CS is not helpful at all. From Jan 31 to July 31 I have at least 25 SRs, escalation to appellate many a times yet there is apathy all around.

3. As I understand, Airtel is only a money counter. They have outsourced everything to agencies who do not have a clue what they are doing. Even worse, there is no co-ordination to resolve a problem in such an environment. Eg. On one of my complaints, the technical team had suggested to change the SIM it seems, but this message had never gone to the ones who should have issues the new SIM.

4. They never take down complete details of your problem. They just try to fit your problem into their drop down menu boxes. In my case, I kept on telling them, I do not have signal strength issue but there are call drops for some other reason. All along they had recorded "Indoor coverage issue"

5. culture of service is missing at the top which is promptly trickled down to the foot soldiers. Now they are biggest network they admit they do not care to loose a few. ( I was suggested "Sir, this is the best signal strength we can provide in your area")

I agree, they have expanded with a huge customer base but are now struggling to keep/provide the services.

I have already moved away from their 3G internet service and have started thinking about the Voice services now.

[DRC]

forgot to add...
6. When you call their customer service, they put you on a hold with a stupid song which keeps calling you "kutte... kameene..."

today, I moved away from their service at last.