Airtel's sharp practices

Airtel is known for prompt customer service. However, it appears that it also adopts deceptive business practices to the detriment of its customers. Unfortunately we cannot complain to the telecom regulator, TRAI because TRAI does not look into individual grievances. One wonders what a regulator is for.

If you are availing prepaid mobile services from Airtel and if you pay Rs.200 for topping up / recharge, you will get credit for Rs.46.51 only. On enquiry, the company surprisingly claims any payment of Rs.200 is taken as renewal of monthly charge. I wonder what it means. Is not the company expected to inform its customers in advance that Rs.200 should not be paid for top/up or recharge unless they desire to contribute munificently to Airtel's bottomline?

When a complaint is made to Airtel, the company drags its feet endlessly. Ofcourse, the company also claims that it redresses customer grievances within 24 hours ! Airtel should learn to be more transparent and up-front in its dealings with its hapless customers.

Here is an update as on 28th August:

Airtel has taken a long time to decide on a simple issue. The company has declined my claim. The amount is small and therefore not the issue. The question is whether the telecom company can confiscate the amount paid for recharge for some other unintelligible purpose. I have sought an explanation from the company as to what is meant by "monthly validity recharge" and how the company assumes that I have applied for "monthly validity recharge". I could not help pointing out the dubiousness of the claim that "we will respond within 24 hours" when the company consistently has taken much longer time. (There is some improvement now ! The company has not sent an auto-reply that they would respond within a day. Perhaps Airtel may decide not to respond at all.) I must reiterate that Airtel is known for good customer service. That is why one is pained when it misbehaves like any other company.

Here is the latest correspondence:

"I strongly resent your statement that what I have done is what you call "monthly validity recharge". I do not know what this monthly validity recharge is. Will you please explain? The shop where I paid the amount did not explain anything to me. I wanted recharging the mobile. I did not want what you claim I wanted. I look forward to your prompt response. Your assurance of responding within 24 hours looks hollow in the light of your consistent delayed response. I wonder why you say you were not able to contact me. My email ID and mobile number are well known to you. I expect a more truthful response from Airtel. To say that I am disappointed is an understatement."


Your disgusted customer,

K.R.Srivarahan

--- On Tue, 8/24/10, nodalofficer@airtel.in wrote:

From: nodalofficer@airtel.in

Subject: Re: NON-CREDIT OF TOP-UP AMOUNT [
BAL
9789875092
2108201023215
]

To: srivarahan@yahoo.com

Date: Tuesday, August 24, 2010, 12:19 PM


Dear Customer,

Thank you for contacting Airtel.
We regret for the delay in replying to your mail.
We understand from you previous your interaction 21/08/2010, you have provided the details received after successful recharge of Rs.200/- for your Airtel mobile number 9789875092.
We understand your concern and will work towards resolving the same.
We tried to contact you but with little success.
We regret to inform that as recharge which you have done on 07.08.2010 is monthly validity recharge not a full talktime recharge. Hence we are unable to process your request for reversal of amount

For further assistance, mail us at 121@airtelindia.com.
We thank you and value your association with Airtel.

Warm Regards,

Nodal Officer
Bharti Airtel Limited

Further update as of 4th Sept.:

I sent a reminder to Airtel on 1st Sept. Airtel acknowledged this on 1st Sept. itself  and undertook to resolve the matter within 24 hours. Needless to say, there was no further communication from Airtel. The correspondence is given below:

Dear Airtel Customer,




Thank you for writing to us. We have already received a similar email from you earlier and the reference number of your previous mail is 109201013824.



We are currently resolving your query and would revert to you within in 24 Hours.



Warm Regards

Airtel Customer Service



This is an auto-generated response. Kindly do not reply on this mail.





---------------------Original Message--------------------------

Subject: Fw: Re: NON-CREDIT OF TOP-UP AMOUNT [
BAL
9789875092
2108201023215
]

Date: 01/09/2010 10:58:59 AM

From: srivarahan@yahoo.com

To: 121@airtelindia.com

Message body:

I am still awaiting your response clarifying what is "monthly validity

recharge". Please advise me the features of this and how it would help me.

--K.R.Srivarahan