impatience is becoming the virtue of customers!
On 10th of August Airtel disconnected internet connection in our office without any notice.On calling customer care, they said that there are unbilled amount for exceeding three-months-cap. This was surprise for us, as we had signed up for a unlimited download connection, which we had been using for last 4 years or so.
So we filed a complaint with Airtel Customer care on 11th, for which the customer care executive responded that he can't do anything from his side. Suggested we wait till 19th August 2010. Great!
We called various other numbers, same response. Though we requested them to restore the connection and solve other issues, they were so callous in their response and said they are helpless than requesting us to wait till 19th August.
Office functioning became difficult except for those carrying their black berries and other USB internet sticks.
Finally on 13th Aug, we decided to approach a friend who forwarded our complaint to the chairman's office introducing The Blue Yonder and the work we do etc. So within next few hours we got a call from Customer Care in charge of South India acknowledging the complaint and apologising profusely for the inconvenience caused. In no time they replaced the internet connection and suggested that by Monday 16th Aug, they will sort out the pending issues. Later on Saturday, they even sent a knowledgeable executive to check on the connections and related services in office.
Though we have the connection right now, we are still in dark about why they disconnected without even a warning ( and for what reason any way?), we still haven't heard from Airtel with a solution. We should admit that this morning we did receive a call from Airtel Customer care in Bangalore asking if the 'problem we reported is resolved?". (that too after a week!). They were not even aware that the connection was restored. So much for internal communication!
If for every single, simple issues, one need to go to Chairman's office and use your networks and connections to find solutions, we are worried about the future of customer care in this country. As a friend in telecom industry commented, "they don't care losing a client as they are busy getting even more clients as half your population are on mobile phone and probably by 2020 India will have a billion mobile connections!"
At least in those days of only one telephone company and one brand of ambassador cars, there wasn't much to expect. Now with all 'Indian shining and international customer care at your door-step', how can you blame a person for expecting some basic customer service?
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