would like to complain about the Airtel customer care, and how they have not done anything to resolve the issue we raised with them, which was quite important and urgent for us.

The STD and ISD facilities suddenly got disconnected for no reason a couple of weeks back. We tried to raise this issue with a customer care agent – Rahul Shinde. He informed us that he could not see any reason for the facility being deactivated, apologized for this happening out of the blue and reactivated them. As per his note, the STD and ISD was to be active by 4 hours of his activation. This happened on Friday October 5, 2012 afternoon and later in the evening, I tested the STD facility and it was active.

Today – Saturday October 06, 2012 it is a state wide bandh in Karnataka, because of which we have to work from home. In the morning, we found that the ISD was still not working, though we had raised the complaint yesterday. We tried calling the customer care again. The first executive behaved rudely and even without listening to the concern or providing his name, disconnected the call very unprofessionally. The second executive – Deepika, took the request, escalated it and said that within the next 2 hours, the corresponding department would give us a call and resolve the issue. This call happened at 7am. Request confirmation number was – 6578719.

At 9.15 am when we called the customer care again, Muhammad Safia was the executive, and he said that due to the bandh, no one was working in the technical department, who had to resolve the issue, so the ISD would get activated only post 5.30 pm.

We have had a business impact due to this, as we were to have a number of calls with some of the out-of-country customers today. Because of Airtel’s careless attitude, we were in a fix, though we did as much as possible to reach out to them for help.

Is anyone at Airtel answerable to anyone at all? Do they really care about their customer’s problems as they claim to?