I had Airtel Broadband connection at my home for around an year. When I shift my house I applied for transferring the connection to my new address. Few days later I got a call from the customer care executive saying that the number of connections in the new area exceeds the limit, which prevents them from installing a new DP (Distribution Point, a small junction box that connect your landline wire with thicker company cable) and so I need to close the connection with Airtel and try some other vendor.
It was a total shock. I am not ready to go with BSNL, I insisted them to help me out but their reply was negative. I had no other choice other than closing the connection. Later when I moved to my new house I found an Airtel poster with a sales person number on it, I thought of giving it a try and called that number. He told me that he can get me a new connection and he did it in 5 days. I was wondering how did it happen.
Now after 2 years one my colleague had the same problem and he was about to close Airtel and apply for Tata Photon. I told him to try my approach. Guess what? it worked!!! what happened is interesting. He applied for a new connection and also paid the installation charges. The job was assigned to the same service engineer who inspected his place earlier and told him that he cant transfer the existing connection, but now after persuasion from the sales person he is ready to install a new DP. When my colleague found out this, they told him that they will refund the installation charges and transfer the old connection itself. Everything was done in 3 days.
When we tried to reason it out, we found out that there is no incentive for retaining an existing customer nor there is a person held accountable for customer attrition but the sales person has a target to be met, so he is doing everything to get a new customer on board.
Even the banks are having this kind of attitude, for new customers they offer loans with less interest rate than the existing customer.
Common guys treat the existing customer with some courtesy...
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They should have some buffer to accommodate people who move houses
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