I wanted to change my broadband connection tariff plan. I called up Airtel Customer Service. As usual it gave an IVR menu and said, press 9 to talk to a customer service representative. After pressing 1, it says, "You will be charged 50 paise per minute for this service". I thought alright... then it just plays that crappy airtel music (the earlier Rehman's tune was slightly better) before it connects to human interface (remember the meter is ticking). It connected to someone, I explained the tariff I wanted to take, told my details like name, phone number etc. he said - may I put you on hold to pull the data from system...blah blah... and after "few minutes" he comes back, asks my alternate number and email (remember meter is ticking) takes my billing address, last mode of payment and says it will be effective from next billing address. My billing address is from 26th to 25th of a month and I said, make it effective from today (its 27th). Before I could even ask that guy cut the line. I checked my phone and it already cost me INR 5.5 (10.5 minutes of call duration).
The fun part starts now...
I called them again, said I was talking to one customer service representative and the line got cut, I want to ask him about the plan. Again... press 1 to speak to CSR and note, 50 paisa per minute charge...This new guy asks me again my phone number, name and asks me 'what is your alternate number and email' ? I was like...'dude.. your friend sitting right across to you just now pulled it up from system and asked me to confirm and I confirmed. So dont worry about it, just answer my question...", before I could ask the question the line gets cut again. INR 2 gone in the drain.
Is this a smart strategy of Airtel to pay for itself for the service department?
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