Sub: Conversion of mobile from Post Paid to Pre Paid
Sir / Madam,
I B.RATNASEKHAR BABU having mobile number 9717977122 (Airtel Post paid) and I have been using your services since one and half years. On 27-08-2010 I had approached to one of your outlets (authorized) at Malviyanagar (south Delhi) for conversion of post-paid to pre-paid and I have paid balance amount Rs. 1010/- laying in my account and filled up the enrollment form and submitted necessary documents required by you was enclosed. After submitting the forms the process executive verified the same and confirmed me that there was no error / overwriting in my application. In term he gave me new SIM card and he said that it will get activated within 24 hrs. My pre-paid got activated on 30-8-2010 and I made a call to Airtel process executive for Airtel life time by paying Rs.43/- and recharged with Rs.100/. After 2 working days I got a massage from Airtel stating that “we have not received pre-paid enrollment form. Kindly contact Airtel relationship center or dealer from where you purchased your Airtel Mobile to enjoy continued services”. The same day I have approached Airtel out let regarding SMS that I have received. The process executive told me don’t worry your papers have been dispatched to Noida office on 30-08-2010. In case any thing is pending / required by Airtel the concern customer care will call you and inform you accordingly. But unfortunately my pre-paid got deactivated on 03-09-2010 without intimation. Whereas on Saturday I had a very important appointment (which was a business call), due to deactivation of SIM, I am not able to reach them, whereby I lost impression as well as business deal. Without intimating the customer, SIM has got deactivated by Airtel. When I went to Malviyanagar outlet for an enquiry they told me that there was overwriting on my application. I questioned the process executive about initial verification at out let level, how you have misguided the customer? He interim guided me to nodal officer there was no proper response after making so many calls (if required I can provide you the executive names and time of call). Finally I have approached appellate authority.
It was an embarrassing situation for me and despite of several calls made by me to speak to Mr.Imran Khann but big disappointment from his end. He does not shown any curtsy to receive my call. I do not understand how you have these kind of people in your system. (Because he does not want to speak to customer directly). I have few doubts on your process correct me if I am wrong.

1) Customer focus is lacking across the levels Outlets, Nodal and appellate?
2) Why enrollment form was not verified at initial screening (Out let level)?
3) Why customers have to run around with the outlets? Wasting time, money and energy without customers mistake?
4) Why customer has to fill another form? When there was no mistake made by the customer? (Verified and informed by your own out let employees)
5) What for nodal offices or appellate authority, when they were not able to address the customer quarries?
6) Without verifying the enrollment forms, how you activated the SIM? Is it a best practice from your end?
7) Before deactivating the SIM why don’t you send a SMS or a call to customer and inform about the same?
8) Without checking the enrollment how you receive the life time activation fee and re-charge?

To 13th September 2010
Dear Concern,

Sub: Conversion of mobile from Post Paid to Pre Paid
This is to bring to your notice that today morning I called up and spoke to one of your nodal officer by name Mr.Sanjay at around 9.35 in the morning asking for status of my concern. The few points were mentioned by the said officer. They are as stated below;
1) He said, he is not aware of status of the concern and reasons will not be shared with customer as per the process of the company.
2) He again asked me raised the complaint on the same. I told him that I was made my concerns on 07th itself and which was address to respective people including V.P and C.E.O (India & South Asia). He said that since you have marked a copy to V.P and top official fare enough and it does not make any difference. He also clearly mentioned me that you can reach any of the level in the company, if you wish too and it does not matter for us.
3) I was told by him stating that my number got barred and deactivated due some reasons and the reasons will not be shared with the customer as per the company policy.
4) I asked Mr.Sanjay in polite manner how you have activated my SIM without verification of my enrollment form. He replied as per the TRAI and Govt guide lines the company will activate same and it is not our own rule set by the company. On our own we are not doing anything.
5) Finaly I asked him when can I get back my papers submitted to Airtel. He said that whether you made an error or not. As per the company policey we will not return the papers to the customer. How would customer know where went wrong in the application?
6) The concern offices took 10 days time to probe in to my concern. And they are not willing to scrutinize on same.
7) Last but not the least I made it very clear to Mr.Sanjy that, I would like to proceed further and for that I would like to have my papers back, which will help me to proceed in better manner.
8) My basic worry is that, they may misuse information given by me in application near future.

Thanks & regards,
B.Ratnasekhar Babu
9717977122
Ref no: 809201020641 dated 07th September 2010.