Complaint Details

Status	:	Closed
Complaint No	:	0004514/2013
Category	:	Telecom
Date	:	30-04-2013
Subject Line	:	Airtel promised New modem but not providing after confirmation on call
Complainant	:	N Tauseef Hussain
Address	:	D 24, DGS Housing, Plot 6, Sector 22, Dwarka
Complainee	:	Airtel
Address	:

Complaint Details
I had asked for relocation from Airtel, within the same locality. Ever since they moved my line, I have had nothing but trouble. First it was the phone line, which had a lot of noise. Due to this, the phone instrument is making shrieking noises (issue still persists). More importantly, ever since Airtel moved my line, the Broadband has not been working properly as it loses the DSL Link.
I have informed Airtel which sent its engineer named Siddharth, who did not even check the phone line but announced that the modem is faulty and that I needed to buy a new modem from Airtel. I called back the customer services to get the line checked as Line noise check is the 1st process in any ADSL link disconnection issue.
After the line was checked, I asked the engineer the problem and he informed that the line was twisted with another. What it was twisted with, I was not informed. He informed me DSL engineer called Siddharth was to come next. He never came; instead he phoned me and told me to buy a new modem from Airtel.
I spoke to Cust. Service again and they informed me to buy a new modem as my older one was out of warranty. When I told them that the modem has been non-functional ever since the relocation and it had to be a problem created during the relocation. To check if the modem was functional before the relocation, Airtel can check my usage. On hearing this, he transferred me to a Floor Supervisor called Rakesh Chawla. After discussing for a long time, finally Rakesh agreed that the modem fault may be due to faulty wiring during the relocation. He informed me that he was logging a complaint for a Line check and still if he there was a problem with the modem, it would be replaced free of charge. Since Airtel records the calls, I made it a point to reconfirm the line check and free of cost modem, before ending the call.
Three days later, there has been no news from Airtel and the ticket was also closed. Now after that, all the Airtel Cust. Service people are saying is to buy a new modem. Ashok Pawar from Cancelations is offering a discount of Rs. 500 on a new modem or Rs. 150 charge for fixing the old one, else take it to the vendor myself. He has also logged a complaint for Rakesh Chawla for making a false promise (complaint # 32165098).
Airtel has come up with new money making scheme – First break the customer’s modem and charge him for a new one or to fix it. Plus charge him for a faulty relocation.
1. Since I have not been able to use my Airtel connection since my relocation, why am I to pay for relocation or the bills thereafter?
2. It is not possible to break a modem, if more voltage is sent via the phone line? Good example is Modem going defunct after thunder storms which has the same effect. Knowing this, how can Airtel train their representatives to lie saying that line issue cannot defunct a modem?
3. Why a promise was made for free of cost modem replacement and is Airtel not bound to stick to the commitments made by its representatives?
4. Is Airtel not responsible for fixing the issues that they have themselves created? Is there any ownership?
5. Who is responsible for this harassment - physical and mental?

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