This article appears to be very topical -I have been struggling with a bill plan change issue for the last 3 months - with very little help from the customer service team.Rather than resolving my issue, they have disconnected my number - and I have been holding this number for the last 4 years, and am a "priveleged customer". There is nothing wrong in outsourcing, as long as there is a good issue resolution and escalation mechanism in place - and that seems to be clearly lacking in the current arrangement of Airtel.