My experience with Airtel has been a harrowing one.The only way I have found to "express myself" is to just disconnect all the airtel services I(and members of my family)have. Even the whole disconnection process is as convoluted as their customer care.But life is certainly more peaceful without airtel !! To blame it all on the concept of outsourcing is, to my mind, not the solution. I think it's a question of how the staff is trained(or not as is the case).They also seem to have a bad---well,actually,-- non-existent system of integrating different modes of complaints from the same number for the same problem.Add to that a blatant disregard for privacy. I agree with the lack of empowerment being a source of constraint, but it does not,however, excuse the total lack of manners and inability/unwillingness to assess the root of a problem.