I would like to begin by saying that it is unfortunate that a big time operator like Airtel resorts to under handed and unscrupulous means to make some quick money. Moreover, in spite of admitting to their fault, it is disappointing that they flatly refused to set right the wrong they had done by issuing a refund and instead let status quo prevail as it was financially more beneficial for them.
To begin my story, I was a Videocon d2h customer for over 2 years and finally decided to switch as I was unhappy with the picture quality (especially that of SD), the channel choice and the fact that their prices were no longer quite competitive. I applied for the Airtel connection online and was happy to receive a call in minutes, as prior to that I was waiting for a response from Hathway for over a week in spite of twice registering on their site and calling them 3 times. I asked for an annual package with the most channels and was pleasantly surprised when I was quoted a price of Rs. 5650.
However, soon after, I came to realize that the package excludes a lot of channels and that the top-most Magnum HD package is available annually for Rs. 6500 on advance rental. Thus, at the time of installation, I asked to be assigned that package instead. However, to my amusement, it wasn’t possible for me to opt for any other annual package at the advance rental cost mentioned on their website. Thus, I opted for the Rs. 5650 package instead which happens to be the Mega HD one.
While taking the connection, I was informed that I can change to another plan any other time by paying the cost difference. Thus, later in the day, I requested to be switched to the Magnum HD package. The call centre executive informed me that I will be switched from the annual package to a monthly one which will cost me Rs. 650 per month. Also, I was informed that the remaining amount would be credited to my account within 48 hours. However, when I checked my account a couple of days later, I was shocked to see that my amount credited was only Rs. 3550 with Rs. 2100 wiped off from my initial recharge.
I confronted their call centre with this and after much waiting and escalation, I was told that the amount of Rs. 2100 was deducted from my account as they charge STB and installation for new monthly connections, implying that they treated my switch as a new monthly connection. They admitted that the call executive was entirely in the wrong for not informing me of the additional charges that will entail as a result of switching from the annual to the monthly package and assured me that they will take strict action against their executive. However, they flatly refused to issue me any refund in spite of the deception on their part of not mentioning the additional charges. As a result I have ended up poorer by around 1.5k which apparently means a lot more to Airtel than it does to me.
So, this is my story of deceit. My idea of posting this is firstly to inform all new unsuspecting customers of the ruse that Airtel indulges in. Secondly, it will hopefully catch the attention of all the hare-brained people who come up with such non-transparent processes and charges, optimistically leading to more transparency. Lastly, while I have little hope of getting my money back, I hope to garner a smidgen of justice by having this in some way impact Airtel’s haughtiness.
To begin my story, I was a Videocon d2h customer for over 2 years and finally decided to switch as I was unhappy with the picture quality (especially that of SD), the channel choice and the fact that their prices were no longer quite competitive. I applied for the Airtel connection online and was happy to receive a call in minutes, as prior to that I was waiting for a response from Hathway for over a week in spite of twice registering on their site and calling them 3 times. I asked for an annual package with the most channels and was pleasantly surprised when I was quoted a price of Rs. 5650.
However, soon after, I came to realize that the package excludes a lot of channels and that the top-most Magnum HD package is available annually for Rs. 6500 on advance rental. Thus, at the time of installation, I asked to be assigned that package instead. However, to my amusement, it wasn’t possible for me to opt for any other annual package at the advance rental cost mentioned on their website. Thus, I opted for the Rs. 5650 package instead which happens to be the Mega HD one.
While taking the connection, I was informed that I can change to another plan any other time by paying the cost difference. Thus, later in the day, I requested to be switched to the Magnum HD package. The call centre executive informed me that I will be switched from the annual package to a monthly one which will cost me Rs. 650 per month. Also, I was informed that the remaining amount would be credited to my account within 48 hours. However, when I checked my account a couple of days later, I was shocked to see that my amount credited was only Rs. 3550 with Rs. 2100 wiped off from my initial recharge.
I confronted their call centre with this and after much waiting and escalation, I was told that the amount of Rs. 2100 was deducted from my account as they charge STB and installation for new monthly connections, implying that they treated my switch as a new monthly connection. They admitted that the call executive was entirely in the wrong for not informing me of the additional charges that will entail as a result of switching from the annual to the monthly package and assured me that they will take strict action against their executive. However, they flatly refused to issue me any refund in spite of the deception on their part of not mentioning the additional charges. As a result I have ended up poorer by around 1.5k which apparently means a lot more to Airtel than it does to me.
So, this is my story of deceit. My idea of posting this is firstly to inform all new unsuspecting customers of the ruse that Airtel indulges in. Secondly, it will hopefully catch the attention of all the hare-brained people who come up with such non-transparent processes and charges, optimistically leading to more transparency. Lastly, while I have little hope of getting my money back, I hope to garner a smidgen of justice by having this in some way impact Airtel’s haughtiness.
