I bought a new STB(second one) - which was a recorder one in March 2011 & thats when my plight began! The installation was done only after I called up three of my sources in DTH and after literally pleading for hours! But that was just the beginning. the new set top box has been giving in numerous issues since then - but without any support of Airtel DTH(by the way - out of 10 calls I made to DTH customer care - 7 times I was mentioned that servers are down - all this on different days)!
Anyways - after lot of pleading, a ticket was logged on 29th April 2011(TT no. 7459XXX), with the SLA of same day. Needless to say no one called at all and the chain of me calling the customer care began. Everytime I was put on hold for 20-30 mins and call was then disconnected.
Finally after pushing your "senior executive - Ms. Farah Khan" for around 45 minutes on phone - she made me talk to some "gagan" from Gurgaon office - who rudely promised me that someone will visit in next two hours & some "pintoo" did visit me in time on 30th April. This engineer confirmed that there is an issue with my STB and will be replaced & went away & I felt relieved - not for long though! Within 30 minutes - the ticket was closed as resolved, with a message to call 9810769021 is unresolved, a number which does not even exist!
Further - I called the call center again & they gave me a new ticket number(7492XXX), with the SLA of 1st May. However, the same was again closed on 30th April itself(providing a Reliance number 9310687210 to be called if issue is still unresolved). Needless to say - the servers of your call center were again down when I called them up for this issue! Finally I was able to call the Call Center today at a small window of time when their servers are actually working & they told me that both ticket were closed due to "technical issue"! On insistence, my call was again transferred to a senior executive(Ms. Monika Bhattacharya), who refused to tell me any names of seniors, but put me on hold to talk to people in Gurgaon office. She came back with an answer that tickets were genuinely closed, as the Gurgaon office didnt had any new STB with them & as per them they already informed me the same(here I requested them to provide me the CDR of the call made by your Gurgaon office to me for this effect - and thats when she fumbled!) & told me that nothing more can be done!
Finally I’ve asked them to cancel both my DTH connections & refund me all the amounts(including STB & installation etc) - for which first she told me that ticket ha been opened(75106XX) & will be resolved in 24 hours! But since I didnt get the SMS till then - I insisted to be told the SLA - for which she came back & gave me a new TT number(75107XX) - stating that last TT was not opened properly!
In nutshell - nothing done so far & am still struggling with their agents! Have mailed to their CEO also - but nut sure if he will even read the mail!
Guys - I suggest you go with Tata Sky HD+ instead, as most of my relatives are using this & are very happy with the service. All the people in my building using Airtel DTH are fedup with the quality!