I was in search for a DTH service provider in Gugaon for my new home; I have done some research and found a package with Airtel Digital TV in their website. I have decided to go with South Value Sports pack in which I get 151 Channels for Rs. 165 a month. And they offer 1 year subscription with free connection and installation for Rs. 2190.

On 15^th October 2011, I was about to make the payment, but I thought it is better to inquire whether this package is available in Gurgaon or not, I have called the customer care (extreme bad thing is that they do not have a toll free number, its shame that India’s number 1 telecom company and operating in many countries do not provide a toll free number for customer acquisition, really bad). They told me this pack is available and informed me that if I make the payment through net banking there will not be any follow up, so make the payment either by credit card or cash. I accepted cash option. They said they will send a person for collection and the installation time is 24 hrs to 48 hours, and they assured that I will get it installed on the next day (16^th October 2011), since it is Sunday I have asked him whether they are working on Sunday or not, he said yes they are working and will get the connection before 5 pm.

Within an hour I got a call from Mumbai office mentioning she is calling from Airtel Digital TV and going to send a person and wanted me to give exact address, the executive was also in line (call conference) and I have given my address. He came at around 3 pm and I paid Rs. 2190 cash. When I gave notes of 1000s he have noted down the note numbers on the bill and given me a receipt, the receipt was of Shell Transource Ltd based in Mumbai and its mentioned that they are ‘Authorized distributor for Airtel DTH’. He said people from the company (Airtel) will come for installation.

At 9.07 pm on the same day I got a message that “DTH Payment: Purchase of 440.00 of DTH successful to 03009029354. 18959274. I could not understand what it is since I have made payment of Rs. 2190

16^th October 2011: since it was Sunday I was at home, waiting for the installation people. At 1.43 pm I got a call from +912241304100 and said he is calling from Airtel DTH office and the opted pack is not available and make a payment of Rs.1600 additional and asked me to be on line. I stayed on line and after some times call got disconnected. Again at 1.51 pm he called me back and informed this pack is not available in Delhi and Mumbai and can go for cancellation. I have asked him to cancel and pay my money back. He said, wait I will do the cancellation and after some moments disconnected the line.

I have called the Airtel customer care again and inquired about this incident, that person told me to ignore the message and assured I will get the connection in 24-48 hours. I have waited till 5 pm, I did not make a call to customer care, and I thought since its Sunday there could be an off day.

17^th October 2011: at 12.33 pm I got a call from +911244000357 mentioning she is calling from Airtel. She was asking me what about the new mobile connection I have taken, I said I have not taken any mobile connection, and then she said it could be broadband, I said I have not taken either mobile connection or broadband, but paid for a DTH connection. She asked whether someone has come for installation, I said no, she asked me can I send some, I said yes. I waited till 5 pm no one has come. I made a call to customer care at 6.28 pm, I was told that the time frame is 24-48 hours and will get it by tomorrow before 5pm.

18^th October 2011: I was expecting these people to come for installation, till noon no one has come. I have called customer care at 2.05 pm and asked about the status. She said, 48 hours is over and will forward it to installation department. But nothing happened till 5 pm. I called customer care at 5 pm. He said, he can not help in this matter since it comes under installation team and will forward details to installation team.

Now there are some questions arise:

1) A group like Bharti who revolutionized the Telecommunication industry, the number 1 telecom provider in India, operating in many countries, are we expecting such low standards from them?
2) What is wrong in saying the installation time can be somewhere 3 days to 1 week if it takes this much time to do so?
3) For what customer is paying? For service, if the service cannot be provided, then why they give false commitments?
4) They are very fast in taking the payment, why no enthusiasm for delivering the service?
5) Why don’t the executive who took the order take responsibility of installation?
6) Why there is no follow up by the sales team, in coordination with customer?
7) If they cannot follow up then why did they say about follow up before I make payment? Just to fill their target?
8) How can Airtel expect people to be in their home for a week or more than that waiting for a connection, normally all go for work, 1 or 2 days they can take leave and beyond that is it possible to take leave and wait for a DTH connection?

In conclusion, the standard Airtel shown is not at par with the ethics, customer centric and I think they are not much interested in this business. Instead of spending millions on advertisement and promotion correct some basic measures like timely delivery, better customer care etc. Or, they can take some customers and fool them; no one can fool everyone for a long.

Now I am waiting for my connection or a refund. Let’s see.