Airtel Broadband Blog

Below is a complaint from a customer i found some where on the internet.

To Date : 18-Mar-2005
The Commercial Officer,

Touchtel India,

Haryana

Sub: DISSAPPOINTED WITH TOUCHTEL / AIRTEL SERVICES [ PH : 0129-5040718 ]

I'M SERIOUSLY REGRETTING MY DECISION TO SWITCH TO TOUCHTEL. I am having a VERY bad experience with Touchtel after getting DSL service. I am really amazed at the customer service of such a big association. I think that touchtel is not capable of handling too many customers.

In spite of my repeated request emails, letters, phone calls to Touchtel India, Haryana, for discontinuation of the DSL connection, Landline phone, refund cheque. I’m sad to inform you that no action has been taken till now and still i am receiving the bills.

I have been complaining ever since the first week of June 2004, but no action has been taken. Every time I call the customer care, I am allotted a complaint number & am promised that I should receive a call with a solution within 24 hours. But no response. The behavior of the touchtel employees is very RUDE.

PROBLEM : DISCONTINUATION OF DSL CONNECTION / LANDLINE PHONE

1. I took DSL connection in the month of March-04 I used it for 2 months and I submitted all the bills for that. In the first week of June-2004 i gave request for discontinuation of DSL connection through email, written application, via phone. Till December 2004 I received DSL bill included in my landline bill.

2. Gave request for Discontinuation of Landline on 20-Dec-2004 but till date no calls received from touchtel and not received my refund cheque yet.

Request Type
Month
According to Touchtel max time to solve the Problem
Status

Discontinuation of DSL
June-2004
Different employees of touchtel gives different statements:

Customer Care = 15 Days

Sector-16 Faridabad = 2 Months
Still Pending and got DSL charges included in bill till December, 2004.

Discontinuation of Landline
20-Dec-2004
Customer Care = 15 Days

Sector-16 Faridabad = 1 Month

Sector-12 Faridabad = 15 Days
Still receiving bills and not getting the status of my application.

Communication History

1. I called up touchtel customer care for getting the information regarding the DSL disconnection. Customer care executive told me to write email from my touchtelindia account.

2. I sent emails from my sidhartha@touchtelindia.com account on 15-June-2004 the reference no for that email I got from customer care is FR-71122. On 21-june-2004 received the acknowledgement for the mail saying the request has been forwarded to the concerned department for the needful action.

3. I went to sector-16 office faridabad to get the progress of my application. The executive present over there told me that no emails had been received and ask me to send again email.

4. I again sent email from my sidhartha@touchtelindia.com account on 05-July-2004. I again received the acknowledgement mail.

5. I again went to sector-16 office faridabad to get the progress of my application. The executive (Priyanka Dhingra) present over there told me that no emails had been received. I showed her the printouts of the mails, reference no but she told me that until and unless I will not give application in written no action will be taken.

6. On 17-July-2004 i gave Priyanka Dhingra the written application, photo copies of the email sent to careharyana@touchtelindia.com. She told me that with in 2 Months my problem will be solved.

7. In between 2-3 times I received call from recovery department regarding DSL modem, CD etc and I told every time the person who called up to collect all the things from my home. Every time they said that they will collect the things from my home but nobody came till December.

8. After that till December 2004 I received the DSL bill included in my phone bill. Every month I went to sector-16 for correction of bill. Every time I told Priyanka Dhingra about this problem but no action had been taken care.

9. In December 2004 I again received the bill showing DSL charges. On 19-Dec-2004 I again went to sector-16 office faridabad regarding the correction of bill. Then again I ask this problem to Priyanka Dhingra and she told me that there is a BUG IN TOUCHTEL SOFTWARE because of which the customers received the DSL charges included in their bills. Than I told her that she told me that my problem will be solved in 2 months. Than very rudely she said to me that if there is BUG in software than what can I do.

I was very much disappointed with her words / rude behavior and I decided to disconnect my landline too. I asked about this so very rudely she said give an application in written.

10. Next day on 20-Dec-2004 my wife went to Sector-16 office. She gave the written application to Priyanka Dhingra handed over the Telephone Instrument, DSL Modem, USB Cable, CD, Splitter, Connector, cable etc. Priyanka Dhingra received the application but refused to stamp on it. She told that within 1 month the problem will be solved and we’ll get the refund cheque.

11. Again on 21-Dec-04 i talked to customer care exec on phone regarding dissconnection of DSL/Landline and the executive again did not give me any satisfactory answer. Again i got reference no FC-12256200 for that.

12. Again on 29-Jan-2005 i went to touchtel Sector-12 Office. I showed all the documents, email photo copies, applications etc to Mansi. Then she checked the record and told me that they did not receive any applications regarding cancellation of landline phone and she told me to again give a written application. I refused to write application again and told her to settle my account ASAP otherwise I will complaint to higher authorities. Then she promised me to settle all my dues within 15 days.

13. Again on 17-Mar-2005 I called up customer care regarding the status. I talked to Ajay but he did not give me any information regarding the progress of my application.

Now I am very much frustrated and disappointed with touchtel employee’s behavior and services. I am having all the records / proofs / reference no’s of applications sent to touchtel and now i am going to Consumer Forum.

Thanking You

Sidhartha

(A DISAPPOINTED CUSTOMER)