Customer Slayer – An Airtel interaction

Below is the actual interaction, I had with Airtel. They had been pestering me for more than 6 months on such a small issue as ensuring that I get my bill at residential address  Read on:


From: []
Sent: Monday, June 01, 2009 4:44 PM
To: Purohit, Arun


Dear Mr. Purohit,


Thank you for contacting Airtel.


We understand from your previous interaction dated 04 May 2009, you have expressed concern over delay in change in billing address, non receipt of bills for your Airtel number 9XXXXXXX and inability to view bills in self care for your Airtel number 9XXXXXXXX.    

  This interaction has been on for at least 6 months without any appreciable response.      

We completely comprehend your viewpoint and sincerely apologize for any difficulty caused to you.

Fake sentiments , reeks of insincerity


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. 

The endeavor is not reflected in any of your actions


We would like to confirm that on checking our records the address has been updated and the same address will be reflecting in forthcoming bill dated 09 June 2009:

I seek an explanation as to why it was not done as committed for May bill. Does your deptt have any sense of responsibility and accountability ?


D /  XXX   XXX Towers,

Survey No .1XX/X,,



Regarding non receipt of hard copy of bills:


Please be informed that bill dated 09 May 2009 has already been delivered to your billing address and the same have been refused at your billing address. We request you to reconfirm your billing address to initiate further action on the same.

I acknowledge having received a call from the courier agency but refusal to accepts is impossible. My flat is inhabited 24X7X365 . The courier guy said he will resend but didn’t .  please do not sit easy on this


Regarding inability to view bills in self care for your Airtel number 9960731531:


The concern may be due to up gradation process in our Airtel website. We thank you for bringing the concern to our notice as it has enabled us to look into details of our services. We request you to revert with the screen shot of the error page for further investigation.

The upgradation SUCK has been on for months now. Please cook up something better. For upgrade there is something called test/production environment. Something which worked earlier if didn’t work why was it not tested before going live. I hope your website is not being made and maintained by a charitable trust of web developers. The website literally stinks


However, please find below the procedure to view bills in our website. You can logon to our website to view the last 3 invoices with Itemized statement at free of cost after 5 days from the bill generation date.


I am too mature to start learning how to navigate in the website


1. Logon to our website,   

2. Please login with the username and the password and you would be able to view your Mobile account details.

3. Click on “Bill Guide” option

4. Select the invoice period to view the details and click on “Bill details”.

5. Click on “Itemized Call Statement” to view the itemized call details.


You can also click on “Receive bill on Email” option to receive bill in PDF format.


We request you to send a message as EBILL EMAILID MONTH to 121 (toll free) to avail any particular bill from last three months bill through email. The same will be sent to your email address within 5 minutes.


The bill through email is password protected and you can retrieve it by sending a message as “ebill password” to 121 (toll free) and it will be sent through message immediately.


For further assistance, mail us at


We value your association with Airtel.


Warm Regards,


I wish to put this converstation on my blog to let people read how funny and testing interacting with customer care can be . Jai HO

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )


Connecting to %s