Bharti Airtel Limited, also known as Airtel, is an Indian global telecommunications services company based in New Delhi, India. It operates in 18 countries across South Asia and Africa, and also in the Channel Islands. Airtel provides GSM, 3G, 4G LTE, 4G+ mobile services, fixed line broadband and voice services depending upon the country of operation. Airtel had also rolled out its VoLTE technology across all Indian telecom circles. It is the third largest mobile network operator in India and the second largest mobile network operator in the world with over 411.42 million subscribers. Airtel was named India's 2nd most valuable brand in the first ever Brandz ranking by Millward Brown and WPP plc.
While Airtel is credited with pioneering the business strategy of outsourcing all of its business operations except marketing, sales and finance and building the 'minutes factory' model of low cost and high volumes, they have grabbed market share by doing so with a direct result of mediocrity.Unfortunately, their strategy has since been adopted by several operators. Airtel's equipment is provided by other big companies, essentially making them a leasing agent. It is provided and maintained by Ericsson, Huawei, and Nokia Networks whereas IT support is provided by Amdocs. The transmission towers are maintained by subsidiaries and joint venture companies of Bharti including Bharti Infratel and Indus Towers in India. Ericsson agreed for the first time to be paid by the minute for installation and maintenance of their equipment rather than being paid up front, which allowed Airtel to provide low call rates of ₹1 (1.4¢ US)/minute. Low rates have attracted customers but low quality has angered the same clients that Airtel is meant to serve.
Customers often complain how many times they have you customer care and the standard Airtel response of : "Sorry for the Inconvenience" rather than real customer support.
Top five Airtel Customer Complaints:
- Customers have constant dropped calls on Airtel network.
- Customers have to come out to your balcony to make a conversation because there is no coverage.
- Customers are charged multiple times have you been charged for service that was never delivered.
- Customers are fooled with bills saying that you have crossed your limit for Voice and Data, when you they did not really use that data.
- Customers have internet speed a fraction of what their plan promises.
Airtel has over 200 million customers in India, its one of the top 10 Indian companies, and yet the services are so poor. Companies need to know that customers are the ones that make them profitable. Customers have demanded their money's worth of Airtel to deaf ears. They have even started mass editions to the company to provide a functional service that they are paying for.
The Airtel Facebook page is full of complaints and the standard Airtel response is : "Sorry for the Inconvenience". Airtel really sucks!