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IVR Customer Care service- Airtel

June 15, 2010

This is how a call with my phone service provider’s customer care goes..

Scenario 1

Automated Voice: Please press 1 for English, Hindi ke liye 2 dabayein

1

Please enter your phone number

xxx-xxxxxx

Your phone number is xxx-xxxx Please press 1 to confirm

1

Please press 1 for problems related to telephone 2 for problems related to broad band

1

Please press 1 for billing problems 2 for faults 3 for other issues

2

Please press 1 if this is a first time problem 2 if it is a recurring problem

1

Please wait while we connect to a customer care representative (CCR)

lalalalalalalalalala

CCR : Hello, This is XYZ . How may I help you?

Me: Hi, My landline has this problem

CCR: Can you please tell me your landline phone number?

Me: xxx xxx

CCR: Can you please tell me your name?

Me: xxx

CCR: Can you please tell me what is the problem regarding?

Me: ????

Why have a huge IVR system if all that data goes no where?

Scenario 2:Ā  End of call.. Please note your complaint number 2344234123234234

Me: Thanks.

IĀ  Call later and through all the mess of IVR back to a CCR

Me: Hi This is regarding the complaint number 2344234123234234

CCR: I see. What is the problem sir?

Me: WTF????

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From → Real life

7 Comments
  1. anonymous permalink

    Am reminded of http://dilbert.com/strips/comic/2003-03-02/ šŸ™‚
    But think of a tech support queue’s objective
    Lesser complaints? and how do they achieve it?
    Either fix all problems in the world or make complaining so difficult that lesser people do it
    It is obvious which is the easier option šŸ™‚

    • Shuba permalink

      @anon I agree with your theory.. It is so painful to get a service deactivated that you would rather have that service..

  2. ROFL. šŸ˜€

  3. Sri permalink

    Haha I feel your pain. BTW Why did u get out of Twitter ? Did I miss the ” good bye cruel Twitter” post? šŸ™‚

    • Shuba permalink

      No.. Just bored myself out of it..
      It was too quick to make to a post out of twitter also.. šŸ™‚

  4. lavanyasethi permalink

    I have recently bought an airtel 3G dongle and I have been harrased to the extreme point with pathetic speeds. At times it stops downloading and automatically disconnets thereafter refusing to connects for hours and sometimes even for a while day !!
    Customer Care number: 1800 103 0405 is a bogus number. It doesn’t work and after select options 1 (for airtel 3 dongle support), 2 (for english), 1 (for postpaid) it just disconnects.
    I am fed up and with the services and will be taking appropriate action in a few days. Also it has billed me for 5000 + INR when my credit limit itself is lower than 2500 INR. and i find no justification to the billed amount!
    Please, i urge all consumers not to subscribe to airtel 3G services!
    I have even filed a complaint against them on their site as well as here, http://www.consumercourt.in/mobile-services/87223-issues-airtel-customer-care.html at Consumer Court site but so far no action has been taken on this case.I hope i will get the proper solution of my complaint very soon.

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