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I am deeply outraged by Airtel's service.

This is the first time I ever write a complaint post like this, but I think it is important that others know what they are getting themselves into as they choose for Airtel as their telecom operator. So here is my story: About a month ago, I decided to join what I thought was Airtel's postpaid programme. I went to their headquarters in Remera and talked to their sales staff in the showroom (I would later come to learn that assuming that the ladies there are part of their sales team is ridiculous... Dumb me! They clearly couldnt be, even as they work in the showroom and sell Airtel products! It is a bit unclear to me still what department they are part of.) They told me to leave my e-mail address, and a contract for the subscription would be send to me. A week later, NOTHING! So, I went over there. I asked about the contract. If I would just put down my email address again, it would be send shortly. Three days later: STILL NOTHING! I went over there again. This time, the ladies in the showroom told me I should call the person in charge of platinum subscription myself. I was given a number. I told them I wouldnt call that number. I mean: asking a potential customer to call another person in your organization to become a platinum customer seemed a bit out there to me. I say, I want an e-mail. I come back 4 days later. I am told that the "ladies" upstairs who subscribe platinum customers are, given the late hour, not in the office. I was, however, assured, that the next day in the morning, they would be there. I come back the following day. I am told that that part of the sales team was all out for lunch. That I should come back in the afternoon. I come back in the afternoon. I am told that they are still inexplicably not there, but that I should still go upstairs and see if I can find anyone (NOTE: I had brought the required cash deposit and first monthly payment with me at this point). Upstairs, I am met by the Financial Manager himself, a Mister Tadeo. An exemplary handler of tired and frustrated customers, I must add, and even today a very friendly customer orientated man! He explains to me at that point that the whole (NOTE: THE WHOLE) sales team is away on a study trip. ---- The careful reader will note how I was lied to, the day before and that entire day. I was told that they were having lunch, remember? He explains that he will receive the money, and make sure someone comes over to my place (I live right across Airtel) to bring me the contract and the Galaxy SII that comes with it. Early in the morning! He instructs one staff member to that effect in my presence. I go home, contended with that service gesture, given the fact that I was at that point ready to give up.

Having had no one come over to bring me the contract and the phone by six PM, I decide to go back and ask for my money back. It is there that I first met someone from the elusive Airtel Sales Dpt - its manager, I believe, who goes by the name of Willy. This man had no apologies or explanations to give in fact, I was made to wait for him for an hour! - just the information that, in fact, one essential document had to be produced by me for the whole deal to go on. A permanent Order, I believe that it is called. It was explained to me that a refund would take sooooo long that I might as well work on getting the bank order the next day. I was, as you can imagine, absolutely fed up with this merry go around. Especially, since no commercial gesture was offered either at this point! I had been told I could come a week later, TODAY, to pick up my money in cash. Tadeo, the Finance Manager, was in all that an absolute darling! Today, I went back. Having had a week to cool down, I decided to stop by the showroom first to greet the now very familiar showroom staff. There I saw the Galaxy SIII and fell in love! After having played on it for some time, I decided, I am going for it. When Tadeo came down to greet me, I indicated I was willing to sign the contract right now, if it would get me the Galaxy SIII, pay 20.000 RWF extra per month and get them the permanent Bank order. Following that, I am invited to come upstairs and handle the paper work with Willy, the Sales Department Head. As it turns out, he was in a meeting yet again. And I was told to wait, as if I had nothing to do! I could feel this would be an hour-long affair... An another hour I was not willing to extend to my now3/4 week attempt to become an Airtel Platinum Customer, at the price of RWF 70000 per month, to be automatically credited from my account, and a down payment of RWF 100.000. So I knocked on the door in which he was having a meeting to tell him I was not in the mood for waiting for him once again. At that point, Tadeo tried to save the day again. In fact, he took my room with a sales staff member called Christine. They both did a good job of explaining to me that they would do everything in their power to make sure I would get high priority on their new order of Samsung Galaxy SIIIs and that I would be given my money back in the meantime. Of course, I vented out my frustration, which they understood, apologized profusely for and assured me that they were going to do all they could to make everything go smoother as soon as the phones were in stock. I acquiesced and was leaving the room when I was boarded by Mr. Willy himself, dripping of aggression - and I would shortly find out of complete and utter rudeness. Short of yelling at me, he informed me that I was a liar and that I had not been dealing with their sales department for the last month. That he did not like customers that LIED. That I was not say those things, etc. etc.!!!! I could not believe this was actually happening, after all this time trying to become a customer, I was made out to be a liar and verbally assaulted by the HEAD OF THE SALES DEPARTMENT!!!! I walked out of their, thankfully with my money, and the resolution that I was in no way going to become their customer! Airtel has good prices, great phones, good internet and loads of potential in Rwanda, but a terrible sales

department and sales department head. I will continue using their products, but I sure as hell will not sign up to their Platinum Subscription. Such a subscription is, to me at least, not only about the phones or the - non-existent - discount, but mostly about service, being a valued customer, etc. I dont see it happening anytime soon, especially with that kind of head of sales. So to all those who are thinking of signing up to Airtel Platinum Plan, BEWARE!!!!

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