It's an article on the right topic but I felt you have been too lenient with Airtel. From my own experience, I know most companies in India take customers for a ride and customer service is shoddy across the board. The customer care executives are usually too dumb or powerless to even understand your problem and do anything about it and they start the never ending "Passing-the-buck" game. Then there is menace called IVR (Interactive Voice Response) which means that if you are frustrated and want to talk to an executive, you can't. Keep pressing certain keys till you give up and getting more frustrated. It's a great example of how sometimes technology can meke our lives more miserable. And to top it all all these companies talk about superior customer services as being their USP. What an irony !!