Kudos for such thought provoking article. It rightly highlights what we have been facing these years. Poor customer care is not just from the Telcos, I have experienced poor customer service at banks too. There are private Banks that leverage technology beautifully on the Internet/ Mobile but the moment you get to their customer care tel no you find the executives remain so unconcerned that you swear not to bother them again. So, the service remains fine till you use technology, but the moment you interact with their people- you find that the people dimension of their services remains poor. I have even observed some entities making money out of their own inability to provide good service. Example: Railways. Have you ever checked after booking a railway ticket through the IRCTC website how much you have been charged and why? Three agencies charge you: (a) Indian Railways: Rail fare plus the Reservation charges (b) IRCTC: Charges for booking the ticket (shown as 'IRCTC charge' in the ticket) (c) Bank : For effecting the payment through the payment gateway. Why do we prefer to book tickets online? Due to the convenience, to avoid standing in the long queues at reservation centres and to save time and energy. I personally feel the long queues at the counters shows how poor the service rendered by the Railways is, and IRCTC is cleverly exploiting this even though it is also Railways company. That makes me feel cheated every time I book railway ticket online. As I see it, either the Railways should not take reservation charges or IRCTC should not charge IRCTC charge, in case of tickets booked online. IRCTC should instead ask Railways to pass on the reservation charges to IRCTC. If this is not done, Railways will never be compelled to improve its services. I think the time has come when the customers should their due from service providers. I feel that it can be a good forum to take up such issues. May be someday the service cos will be compelled to wake up.