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Telecom major Bharti Airtel faced the ire of social media users after it appeared to cater to a customer’s demand for a non-Muslim customer care executive on Twitter.
Telecom major Bharti Airtel faced the ire of social media users after it appeared to cater to a customer’s demand for a non-Muslim customer care executive on Twitter.
A customer, identified as Pooja Singh from her Twitter handle, took to the social media platform to register a complaint against Airtel’s customer care support for the company’s DTH service. She alleged that the service engineer “miss behaved” (misbehaved) with her and spoke in an impolite manner.
“@airtelindia pathetic Airtel DTH customer service.I raised complaint for reinstallation of DHT.but assigned service engineer miss behaved with me. His words are “Tum Phone Rakho Dobara call mt krna ” his number is+91 79-85195094. This is how Airtel is looting it’s customer,” the user wrote on Twitter.
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@airtelindia pathetic Airtel DTH customer service.I raised complaint for reinstallation of DHT.but assigned service engineer miss behaved with me. His words are “Tum Phone Rakho Dobara call mt krna ” his number is+91 79-85195094. This is how Airtel is looting it’s customer.
— Pooja Singh 🇮🇳 (@pooja303singh) June 18, 2018
Within minutes, an executive from Airtel’s support replied offering assistance while assuring a closer look at the complainant’s allegation.
“Hey, I most definitely appreciate you reaching out here! We’ll take a closer look into that & get back shortly with more information. Thank you, Shoaib,” wrote the executive.
Hey, I most definitely appreciate you reaching out here! We’ll take a closer look into that & get back shortly with more information. Thank you, Shoaib
— Bharti Airtel India (@Airtel_Presence) June 18, 2018
After a couple of hours, Singh responded to the executive’s tweet in what appears to be a clearly bigoted comment on his religion.
“Dear Shohaib, as you’re a Muslim and I have no faith in your working ethics because Kuran may have different version for customer service, thus requesting you to assign a Hindu representative for my request. Thanks,” wrote Singh.
Dear Shohaib, as you’re a Muslim and I have no faith in your working ethics because Kuran may have different version for customer service, thus requesting you to assign a Hindu representative for my request. Thanks
— Pooja Singh 🇮🇳 (@pooja303singh) June 18, 2018
While Singh’s tweet was slammed by other social media users, everyone was left shocked when Airtel posted another tweet, which appeared to have catered to the complainant’s whim.
“Hi Pooja! As discussed, please let me know what days & time frames work best for you so we can talk. Further, please share an alternate number so that I can assist you further with this. Thank you, Gaganjot,” read a tweet posted within minutes from the official handle of the company.
Hi Pooja! As discussed, please let me know what days & time frames work best for you so we can talk. Further, please share an alternate number so that I can assist you further with this. Thank you, Gaganjot
— Bharti Airtel India (@Airtel_Presence) June 18, 2018
Airtel however refuted the charge later, saying it was an automated system at work.
Speaking to thestatesman.com on Tuesday, 19 June, Airtel said “at any point the first available customer care executive responds to a customer query”, and that the particular executive happened to be Gaganjot after Pooja Singh posted her second tweet asking to change the representative.
After the barrage of criticism for both Singh and Airtel grew, the telecom company posted a statement via a tweet hours later saying the company did not “differentiate between customers, employees and partners on the basis of caste or religion”.
“Dear Pooja, at Airtel, we absolutely do not differentiate between customers, employees and partners on the basis of caste or religion. We would urge you to do the same. Both Shoaib and Gaganjot are part of our customer resolution team. If any customer contacts us for an ongoing service issue then the first available service executive responds in the interest of time. On your query, we will get back to you as soon as there is an update. Thanks – Himanshu, Airtel Response Team Lead,” read the statement.
Dear Pooja, at Airtel, we absolutely do not differentiate between customers, employees and partners on the basis of caste or religion. We would urge you to do the same. Both Shoaib and Gaganjot are part of our customer resolution team. (cont) https://t.co/lbwhRE95vm
— Bharti Airtel India (@Airtel_Presence) June 18, 2018
Twitter users were not pacified with Airtel’s late response. Here are some of the criticisms directed at both Singh and the company.
What frightens me is how India has changed so much that people have no problems saying this sort of garbage openly & how cravenly our big companies accept it.
Day after day, the instances pile up.
Very worrying https://t.co/chXIjd2zLs— vir sanghvi (@virsanghvi) June 18, 2018
Did u just write this … i cmt believe idiots like this live in india in 2018 … jesus , kaun hai ye log man #shameful #bigot
— Salilacharya (@Salilacharya) June 18, 2018
Be careful! Pls see your ophthalmologist soon !! U are blinded by hatred !!! U couldn’t even spell his name right in a reply, !! N it’s the Quran BTW !! Agar nafrat se dimaag nahi kharaab hua hota toh shayad education mein basic spellings toh pata hi hoti!! 😡😠
— Gauahar Khan (@GAUAHAR_KHAN) June 18, 2018
Disgusted !!! Thank god @Airtel_Presence was never a part of my life!! N it shall never be!! U are not a part of my beautiful countries core values !! 😏 https://t.co/J75WlobSwx
— Gauahar Khan (@GAUAHAR_KHAN) June 18, 2018
Hello! Ms. Pooja! As you have grabbed the nation’s attention I would advice you that please remove the Indian flag logo from your account username. It’s insulting to see it there because you don’t deserve it. #FakeProudIndian
— Prafful Bansal (@prafullbansal) June 18, 2018
If you have really guts read Quran and point out a mistake on behavior. And same time read Ramayan(I hope you would not have touched it) you will never see any comments like yours in Ramayan.
— Aslam (@mdaslam8) June 18, 2018
Hey @Twitter is this not hate speech on the basis of caste or religion? Should such accounts really required on Twitter?
— CA Dinesh Wadera (@dineshwadera) June 18, 2018
I am your customer @Airtel_Presence since last 10 years.
Using your services.
Now I am gonna opt out of all your services after reading your tweet.
— Riyaz Mansuri (@RiyazMansuri9) June 18, 2018
You actually change the customer representative.. wow bravo. If you would have been unbiased then u wouldn’t do it. This poor girl is hungry for few RT,likes or follow n all. So she commented in that way and others are supporting this comment as these social media is meant to be.
— Insaan😬 (@iamqaisabuzer) June 18, 2018
Someone tagged the official Twitter handle of Bharat Matrimony claiming that Singh worked for the match-making company. In a prompt response, Bharat Matrimony checked the credentials and confirmed on Twitter that Singh used to work for the organisation till the middle of 2016.
Thanks for bringing this to our notice. We shall soon check if the person actually works with us. We’d like to tell you that, as a company, we treat everyone as equals and courteously and encourage our associates to do the same. We certainly do not tolerate such practices.
— Bharatmatrimony.com (@bharatmatrimony) June 19, 2018
We have checked and the said person is NOT an employee of our company. She left the organisation in mid 2016.
— Bharatmatrimony.com (@bharatmatrimony) June 19, 2018
Singh’s comment on Shoaib, however, also found appreciation by a section of social media users.
She later took to Twitter to defend herself claiming that the “kind of abuse” she was facing proved her right.
Dear Abusers,
I simply made a request to change representative from Muslim to Hindu as my experience in past was not good and that’s my right as well. After that, the kind of abuse I’m facing are beyond imagination and that in itself PROVES that I was right at very first place🙏 pic.twitter.com/lcCH2QpKo1
— Pooja Singh 🇮🇳 (@pooja303singh) June 18, 2018
While stating that he, too, disliked the bigoted remark by Singh, former Jammu-Kashmir Chief Minister Omar Abdullah also condemned those allegedly abusing her on social media.
I hold no brief for the bigoted Airtel customer but those of you flooding her timeline with hate & abuse are as bad, if not worse, than her. If you can’t occupy the high ground it’s best to exit the ground altogether.
— Omar Abdullah (@OmarAbdullah) June 19, 2018
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