1st June: - I am a new customer of Airtel DTH. I started with a standard set top box that was gifted to me. On seeing good picture clarity and prompt installation I decided on upgrading the standard set top box to a HD set top box. The sales team (as is true for all companies) responded very well and in time, they resolved all my queries and completed payment transaction over IVR and promised me the installation within 24 hrs. This is where the problems began.
There was no response from anyone in Airtel thereafter. I kept calling their customer care number 12150 and every time I call I hear a very impolite and an untrained voice answering me in the language of their choice, while it was Hindi most of the times (which was not really my problem) but on many occasions the language was as strange to me as Malayalam, Kannada – all this even while I have chosen English as my preferred language, you request them to speak in English and they just drop the call. Hardly anyone speaks fluent English.
The staff is used to dropping calls at their will if conversation extends beyond a minute to maintain their AHT (average handling time). They promptly handed out contact number of installation team which turned out to be wrong, when asked they say this is the number we have in records and we cannot do anything if the same is incorrect. The only alternative was to keep waiting. Every time I called they further extended time of installation by another day with no response. There is no system in place to escalate the calls to another level and if you dare asking for it..well they just bang the phone.
In this age of cut throat competition and with experience of being market leader in telephone business I am surprised Airtel has outsourced its call center for DTH segment to such a third rate BPO.
15th June :- Updated after 15 days of usage:
Its been some 15 days since I upgraded to HD set top box. Post the initial teething troubles in setting up the set top box I have not faced much of a problem, the HD clarity is superb and sound quality is excellent. While I get only 4 HD channels (NGC, Disc, Movies Now & Sports) but I am happy with the content and qualtiy, hopefully Airtel will add more channels in coming months. Also, a huge benefit with Airtel is its universal remote, Its such a great relief to handle TV & set top using single remote. Recharge can be done online and hence that saves you from reaching out to customer care.
Here’s my conclusions on Airtel DTH service.
The customer service (I mean the call center) remains pathetic, but fortunately you dont have to get in touch with them quite often unless there is a breakdown which is a rare event or in case of initial setting up of system which is a one time activity. Once you are past the initial setting up stage the ride is smooth with good quality of content. I have also spoken to some of my friends using Sky & Sun Direct and all of them have similar complaints with the customer service of their respective service providers & hence that is no basis to choose since all are equally bad.
My recommendation
- Tata Sky (purely for higher number of HD channels), though you loose out on universal remote & 2. Airtel...Strict no no...Reliance and Sun DTH
4 July :- Reasonably satisfied with the way things are, not had any troubles at all after the first bad experience. Just recharged my account for another 6 months and the process was smooth. Only suggestion is to keep the phone number of installation team (or the guy who comes to delivery dish to you) handy so you can quickly reach out to him in case of a breakdown without going through time consuming customer care procedure.
Updated 20th July
Airtel has just introduced 7 HD channels and I hear they are introducing few more in the coming months, so that brings it at par with Tata Sky. I guess one can safely be indifferent to Tata Sky and Airtel from now on since both have good HD content and equally bad customer care!