Barriers break when people talk

…But what the hell happens when they ’email’??

Here I present a self explanatory email thread, which I exchanged with Airtel Customer Service team in reference to an address change for my team’s mobile. (Excuse my English if it is li’l too old fashioned or bookish above; I’ve been re-reading ‘The Adventures of Sherlock Holmes’ again lately!)

Email:

From 121@airtelindia.com
To 121@ebspeml.bharti.com
Cc
Subject (Mobile No:=98660xxxxx ) Change address 98660xxxxx Message From “Kadukuntla, Vivekananda” <Vivekananda.Kadukuntla@ca.com> Date 15-Jan-2008 2:03:08
Attachments None

Hi,

This is a corporate team mobile and the person who used to take care of this account has resigned. To pay the bill online, I need the account number. Please reply as soon as possible so that I can pay the bill.

Also, please change the email address on the account to xxxxxx@ca.com and the physical address of this mobile to:

Manager,
SupportConnect Team,
Capella 3rd Floor,
The V, Plot no. 17,
Software Units Layout, Madhapur, Hyd – 81.

If you have any questions, please call me on 98496xxxxx.

Thanks and regards,
Vivek.

Reply:

From: 121@airtelindia.com [mailto:121@airtelindia.com]
Sent: Monday, 3 March 2008 12:31 AM
To: Kadukuntla, Vivekananda
Subject: 98660xxxxx Regarding your mobile number [REF:141551117728]

Dear Mr. Vivek,

Thank you for contacting Airtel.

You had requested for the account number and address change for the Airtel mobile number 98660xxxxx.

We regret to inform you that we are unable to accommodate the request as the same needs to be forwarded through the subscriber mail address to enable us to initiate further action.

If anyone understood the above, can you please spare two minutes to explain? Do they need that the request should come from the email address that they currently have on the records?? I told them the person resigned! Whatever, please continue…

At Airtel, as we enforce the most stringent security measures when it comes to customer’s privacy. Hence any request has to be forwarded only from the subscriber’s mail address.

By the way, just for the record, the address change was made within a week of my initial request.

It has always been our endeavor to provide you with the best customer service and we assure you of our sincere commitment to meeting all your future requirements too.

For further assistance, mail us at 121@airtelindia.com or SMS to 121 (toll free).

We value your association with Airtel.

Regards,
Manjula
Customer Support Service
Airtel

My response (I agree I was sarcastic, I couldn’t help!):

From 121@airtelindia.com
To 121@ebspeml.bharti.com
Cc
Subject (Mobile No:=98660xxxxx ) RE: 98660xxxxx Regarding your mobile number [REF:141551117728] Message From “Kadukuntla, Vivekananda” <Vivekananda.Kadukuntla@ca.com> Date 03-Mar-2008 19:22:43
Attachments None

Manjula,

I appreciate your immediate response… less than two months (about 50days??)

Also, I understand your “most stringent security measures when it comes to customer?s privacy” because the address was changed about a month ago and even you are unaware of it… Good policies! Keep going and don’t give up!

Thanks and regards,
Vivek.

Their reply:

Dear Mr. Vivek,

Thank you for contacting Airtel.

We refer to your below mentioned mail expressing concern over the response for your email dated 15/01/08.

We wish to clarify that the revert to your mail had been sent by us on the date of receipt of your mail. However due to a technical error, this reply has been delivered to you now. We deeply regret the inconvenience caused to you in this regard.

Really??

It has always been our endeavor to provide you with the best customer service and we assure you of our sincere commitment to meeting all your future requirements too.

For further assistance, mail us at 121@airtelindia.com or SMS to 121 (toll free).

We value your association with Airtel.

Warm Regards,
Arulgopi
Customer Support Service
Airtel

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