Most of us would have some bad experience with their service providers either regarding billing issues or the service provided. I had one such experince with Airtel broadband with regard to the billing issue.
I have been using Airtel broadband for more than 3 years and I must say I never had any problems until recently. I had to shift to bangalore for a few months in september and since I am the only person who uses internet at home, I thought I would rather get a wireless connection. So when I requested for a disconnection, the customer retention techniques started. They offered to give us the same plan for Rs.499 (I was on the 749 unlimited plan). And they also asked me to switch over to the 250 plan which came with a limit of 25 hrs of usage. This sounded like a good option to me and I accepted to shift to the 250 plan. The lady from the escalation dept asked me if I prefer to switch over immediately or what and I told her any time after 13th of Sept since I was here in Chennai for the weekend and could use the last few days of unlimited usage (the conversation took place on the 9th of sept).
I was back here in Chennai by November and requested again to migrate to the 499 plan. The problem started from the bill issued for the month of November (a whooping amount of Rs.3000+). And worst of all the itemized usage showed it was for 11th of sept (the migration had taken place without me being informed and inspite of 13th being my preferred date). When I called up the customer care person, he raised a request and since when the last date of payment elapsed, they again assured me someone will contact me regarding the same and I won’t be charged for late payment. But then came the next bill with the 3000+ as outstanding and late payment charges. I called them up again and said I would never pay until I get the proper bill. And all the escalation authorities kept saying ‘Ma’am you migrated to unlimited plan only in Nov and you had 25 hrs of usage all along’ and I kept repeating I was in another unlimited plan in Sept. Even the next billing cycle had started with no proper response from them. And this is when I started facing problems of disconnections. I lost my temper and was mad when talking to customer care person. This was when the zonal manager got involved. They said they can’t trace back the calls but however offered to change the plan for September into an unlimited one so that I would have to pay only a hundred or something extra. I was asked to pay Rs.1750 for the 3 months.
If they had not given me a choice for the date of migration I would have at least asked them clearly about it or would have kept calling them frequently to know the exact date and used accordingly. No one was ready to answer this. This is one very good example of a very poor customer service.
I also had similar experiences with Aircel CUG where I kept getting bills for my VAS like caller tunes and rate cutters after cancelling the connection. They informed me that I should have applied for a separate disconnection of VAS before disconnecting the postpaid service! And my sister kept getting bills for a year after disconnecting her connection! And one of my friends got a court order from Reliance netconnect asking them to pay their bill a few months after disconnection.
So all wiseshe readers, pls keep a record of all the service request reference numbers and the person you get in contact with for the request. This helps a lot in tracking the request down. And when you are going for disconnections, keep record of the request mail or receipt even after a year And never ever pay the extra amount and keep waiting for waivers in the next bill. That is never going to happen (again a lesson taught to me by Aircel CUG where I paid a few hundreds extra and kept waiting for waivers in the next bills).
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