Airtel Digital TV-No Signal - No Service
27th Apr: Registered a complaint for "NO SIGNAL" thru customer care number "1800 102 8080" with complaint reference number "18197872".
28th Apr: No progress.
29th Apr: I called the customer care and was told that my complaint has been closed because the customer was not contactable; but when I asked which number they tried, they did not have any answer. I requested to re-open the ticket, they confirmed me that my problem will be resolved in next 1 hour and I will get a call back for confirmation, but I did not get any call back and the problem still persists. Later, on the same day, I sent a mail to email@example.com for escalation and timely resolution of my problem.
30th Apr: I sent couple of follow-up mails in the morning and evening to firstname.lastname@example.org with Cc: email@example.com.
1st May: I received response from firstname.lastname@example.org stating that complaint for video issue has been registered with the Service Request number "18263266".
2nd May: Problem was actually resolved by the engineer and he demanded for Rs.100/- as service charges. We were already pissed off by the service provided by Airtel and denied to pay the service charges. The engineer said that the problem will happen again for sure and he will not come again to fix it. On the same day the problem re-occured again.
3rd May: We re-open the complaint via customer care and requested the problem resolution. We were told that the problem will be resolved by 3:30 PM on 4th May.
4th May: I called the customer care again and talked to Floor supervisor Santhosh, he confirmed after cross checking that for this case, I do not need to pay Rs. 100/- service charges and the problem will be resolved by 3:30 PM on 5th May.
5th May: I called the customer care and asked for the status. This time I was told that the problem has been closed because I denied to pay the service charges.
On the same day, I sent another mail with details of my overall experience to email@example.com with Cc: firstname.lastname@example.org and asked four questions:
1) What is customers fault in above case for which he should pay service charge?
2) How can customer fix the problem without paying these repetitive service charges?
3) What is the guarantee from Airtel that after paying the service charge the problem will not re-occur?
4) How can customer get the problem resolved ON TIME.
6th May: I got a call from Nodal Office saying that it is mandatory to pay Rs.100/- as service charge for each engineer visit but they did not answer my questions. I requested them to send me a confirmation on mail with answer to above questions.
7th May: I got a response on mail from DTH.NODALKK@in.airtel.com saying that it is mandatory to pay Rs.100/- after six months warranty period but no answer to above four questions.
Nodal complaint Reference No. is "274575161"
I request Airtel to either provide good service or refund my money paid towards subscription (till December 2012) and Set top box.