Choosing a DTH service can be a tricky experience, and one which requires tremendous patience
One fine day while switching channels, I found out that my local cablewallah, because of some dispute, wasn’t showing the only two channels — ESPN and Star Sports — I religiously watch on TV. Shock. Horror. Panic.
Thus, for my weekly dose of footballing action, I decided to switch to one of the many DTH service operators available in the market. But little did I know how such a simple task could become an ordeal. Here is how the DTH players fared:
Recommended by all, I called Tata Sky to find out what they could offer me. After about five minutes of waiting, I reached a customer care executive. I asked her about the offers available, and the installation charges as
I didn’t have a DTH connection. “Are you an existing customer?” she enquired. “No, if I were, why would I ask you about the installation charge?” I countered. After rattling off the offers, she politely told me she could send someone over for the installation. Impressed by the efficiency, I told her to send someone over at 7.30 pm. But I was told installations happen only between 10 am to 6 pm. “Forget it,” I told her, as I am not home during those hours. She said, “Okay” and hung up!
It took over an hour to get through to Dish TV customer care. Finally, when I did, I was told the number was only for existing customers. What if I was a new customer, I asked the person on the other end. “Why don’t you go to your local market and find out. It is the easiest thing to do.” Practical, but not helpful at all!
I was thoroughly impressed by Airtel as I got through to them in a jiffy, and they understood my situation completely. I asked the executive about the IPTV service, but he wasn’t aware of that and asked me to hold. Since IPTV was not on my agenda, I told him not to bother.
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Airtel got the nod over Tata Sky, simply because they are flexible with installation timings, and had one channel which wasn’t available on Tata Sky. I finally managed to get DTH service. But the wife was still unhappy because
I didn’t consult her before taking the decision.
Score: 5/10 for Tata Sky, which could be more patient with customers. 2/10 for Dish, revamp your customer care. 7/10 for Airtel, helpful and know what they are talking about
Note: Mystery Guest is a reality consumer survey in which reporters analyse a service anonymously. We welcome company responses as feedback and will be happy to carry rejoinders to any piece featured here.