Airtel Irritation - example of how morons run Airtel mobile support - Round II

Continued from ...

Here is their mail support

Re: MO - 98........ : INCORRECT BILLING [BALQrc108041313043715553585]
121@in.airtel.com <121 in.airtel.com=""> Mon, Apr 8, 2013 at 6:37 PM

To: kiran@k...g.com

Namaste Kiran Ghag,

You wrote in on 08-04-2013 with a concern regarding activation of Subscription Service without your consent on your airtel mobile 98.........

We completely comprehend your viewpoint and sincerely apologize for any difficulty caused to you by our Customer service department.

We take pride in enhancing our customers with our responsive and friendly approach. It has always been our constant endeavor to ensure, that our customers are delighted by our inimitable approach.

We would like to confirm you that, ASK A DOCTOR service has already been deactivated on 13-02-2013 and currently no Value Added Serviceis active on your airtel mobile 98.........

You can also text STOP to 121 or 155233(toll free) and follow instructions to stop the Value Added Services.

We would also like to confirm that a waiver of Rs. 11.23/- including tax towards Value Added Service has already been posted in your account on 21-03-2013. The credit amount for the same will be reflecting in your forthcoming invoice dated 12-04-2013.

airtel appreciates your business and always welcomes your suggestions/feedback.


Yours Sincerely,
Apsar Ahamad
Customer Care
Bharti Airtel Limited



---------Original Message---------
From: kiran@k...g.com
To: 121@in.airtel.com

Cc:

Sent: 08/04/2013 01:04:42 PM

Subject: Re: MO - 98........: INCORRECT BILLING [BALQrc108041311045915550122]



If service was disabled as per your mail, why I kept recieving messages and why

it stopped today after I sent unsub mesaage?



On Apr 8, 2013 12:57 PM, <121 in.airtel.com=""> wrote:

Namaste Kiran Ghag,

You wrote in on 08-04-2013 with a concern regarding activation of Subscription

Service without your consent on your airtel mobile 98.........

We completely comprehend your viewpoint and sincerely apologize for any

difficulty caused to you by our Customer service department.

We take pride in enhancing our customers with our responsive and friendly

approach. It has always been our constant endeavor to ensure, that our

customers are delighted by our inimitable approach.

We would like to confirm you that, ASK A DOCTOR service has already been

deactivated on 13-02-2013 and currently no Value Added Serviceis active on your

airtel mobile 98.........

You can also text STOP to 121 or 155233(toll free) and follow instructions to

stop the Value Added Services.

We would also like to confirm that a waiver of Rs. 11.23/- including tax

towards Value Added Service has already been posted in your account on

21-03-2013. The credit amount for the same will be reflecting in your

forthcoming invoice dated 12-04-2013.

airtel appreciates your business and always welcomes your suggestions/feedback.



Yours Sincerely,

Shruthi KM

Customer Care

Bharti Airtel Limited



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

From: kiran@k...g.com
To: 121@in.airtel.com

Cc:

Sent: 08/04/2013 11:47:51 AM

Subject: Re: MO - 98........: INCORRECT BILLING

[BALQrc122031310030215036563]



your customer support on this case has been pathetic. looks like you have

recruited monkeys. reason below...

i had to search on my own and finally found that "ask a doctor" service was

active on my mobile and "STOP" message to 121 does not work. I have to send

UNSUB message to get this nuisance stopped.

your support executives have been useless to assist on this.

please let me know how the service got activated in first place.

Kiran




On Fri, Mar 22, 2013 at 1:12 PM, <121 in.airtel.com=""> wrote:

Namaste Kiran Ghag,

You wrote in on 22-03-2013 expressing concern about subscription service

activated without your consent for your airtel mobile number 98.........

Thank you for your mail to airtel and the opportunity to assist you.

We wish to inform you that we have already deactivated subscription service on

your number with effect from 13-02-2013

If you wish to stop or disable the service related SMS received on your mobile,

we request you to follow the below mentioned path:

Step 1: Go to Menu - Message - Service inbox settings / PUSH SMS - Off status.

(This path may vary depending on the handset)

Step 2: Please switch off and switch on your handset. Further to this process

of turning off the Push SMS, you will not receive any service SMS.

We hope that we have been able to fulfill your query suitably.

Please do write in for any further assista



Re: MO - 98........: INCORRECT BILLING [BALQrc122031310030215036563]

________________________________________

121@in.airtel.com <121 in.airtel.com=""> Fri, Mar 22, 2013 at 1:12 PM

To: kiran@k...g.com

Namaste Kiran Ghag,

You wrote in on 22-03-2013 expressing concern about subscription service activated without your consent for your airtel mobile number 98.........

Thank you for your mail to airtel and the opportunity to assist you.

We wish to inform you that we have already deactivated subscription service on your number with effect from 13-02-2013

If you wish to stop or disable the service related SMS received on your mobile,

we request you to follow the below mentioned path:

Step 1: Go to Menu - Message - Service inbox settings / PUSH SMS - Off status.

(This path may vary depending on the handset)

Step 2: Please switch off and switch on your handset. Further to this process

of turning off the Push SMS, you will not receive any service SMS.

We hope that we have been able to fulfill your query suitably.

Please do write in for any further assistance.



Yours Sincerely,

Divya. M

Customer Care

Bharti Airtel Limited



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

From: kiran@k...g.com
To: 121@in.airtel.com

Cc:

Sent: 22/03/2013 10:52:10 AM

Subject: Re: MO - 98........: INCORRECT BILLING [BALQrc121031323031815024283]



Why am I recieving mesaages from ask doctor service if its not active



On Mar 22, 2013 10:50 AM, <121 in.airtel.com=""> wrote:

Namaste!

Ref: Email dated 21-03-2013, expressing concern regarding the activation of

value Added services for your airtel mobile number 98.........

Thank you for your mail to airtel and the opportunity to assist you.

On receipt of your email we verified our records and found that the ASK A

DOCTOR is already deactivated with effect from 13-02-2013.

We request you to clear the billed amount within the due date to avoid late fee

charges and to enjoy uninterrupted services.

We hope that we have been able to assist you suitably.

Please do write in for any further assistance.



Yours Sincerely,

Shrisha P

Customer Care

Bharti Airtel Limited



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

From: kiran@k...g.com

To: 121@in.airtel.com

Cc:

Sent: 21/03/2013 11:13:45 PM

Subject: Re: MO - 98........: INCORRECT BILLING [BALQrc121031322032915024000]



Hi,

Thanks for the refund.

I have received VAS messages from ask doctor today itself at 14:57. The message

to stop service has not worked. please do it from your end

Kiran



On Thu, Mar 21, 2013 at 11:10 PM, <121 in.airtel.com=""> wrote:

Namaste,

You wrote in on 21-03-2013, with a request to stop ask-Doctor for your airtel

mobile 98.........

As requested, The ask-Doctor service has been stopped on 21-03-2013.

You can also text STOP to 121 (toll free) and follow instructions to stop the

Value Added Services.

We would like to confirm that a waiver of Rs. 10/- towards VAS charges has been

posted in your account on 21-03-2013. The credit amount for the same will be

reflecting in your forthcoming invoice dated 12-04-2013.

Service message:

If you wish to stop or disable the service related SMS received on your mobile,

we request you to follow the below mentioned path:

Step 1: Go to Menu - Message - Service inbox settings / PUSH SMS - Off status.

(This path may vary depending on the handset)

Step 2: Please switch off and switch on your handset. Further to this process

of turning off the Push SMS, you will not receive any service SMS.

We request you to clear the billed amount within the due date to avoid late fee

charges and to enjoy uninterrupted services.

Thank you so much for choosing to continue with airtel. We welcome your

feedback.

Yours Sincerely,

Ranjith HK WCC MO

Customer Care

Bharti Airtel Limited

Airtel Irritation - example of how morons run Airtel mobile support

Out of nowhere, once Airtel decided to activate "Ask-A-Doctor" service on my mobile. I quickly asked their customer service to stop it. I was told that they have "deactivated" the service and I need to wait till the bill to be generated to know if any refunds are needed.

The bill was generated and there was additional charge. After complaining, that was reversed quickly.

However, I still kept getting annoying tips from their service, atleast one message daily.

I kept complaining and they kept telling me that the service has been deactivated and I can send message "STOP" to 121. Sending this message informed me (via message) that there are no value added services active on my number. And their tips kept raining.

Once again I complained and I was told same solution - send STOP message. But this time there was an additional input, they asked me to disable flash messages. Nevertheless, that didnt help.

I tried to post feedback to their case response. There was a link for feedback in the mail communication. However, upon submitting the response, an error is thrown - "User not authorised to access page!". Perhaps its a preset logic to avoid negative responses reaching in their queue!

Upon serching net a bit more, found that they have another keyword "UNSUB" for the "Ask-A-Doctor" service. I sent that and got immediate reply - the service has been deactivated!!!

I still wonder
- How this service got activated on its own?
- Is this a consumer scam/tactics by Airtel to generate additional revenue from users who dont care? (They were quick to reverse the charge. Normally they would fight for one paisa of outstanding bill amount but here since they started it on their own, they quickly tried to cover it up maybe. So people who complain would keep quiet, others would keep paying)
- Why their customer reps keep sending irrelevent replies? They are not even aware that there are two different types of services (facepalm)

Do let me know if you have similar experience with these tactics of Airtel.