Airtel and its Callous Call Centres

Have you ever been one of the few unfortunate ones to take the assistance of the call centre of Airtel Telecom for your Internet, cell phone or land line connections? Do you enjoy the music of Airtel’s ringtones as you keep waiting eternally? What do you infer when you get a recorded message –‘The person whom you want to talk is attending to another call, hang on or call later.’ And how will you react if it happens with you for three-four times? But before going to experience all these, do you get the service after pressing the different numbers one after another responding to the automatic recorded queries to put you to the right person to get you the service you desire? And ultimately when you get talking to someone at the other end, how many times, the connectivity gets off and you are to start all over again, may be with a totally new customer service executive asking the same silly questions again?

I returned from US on August 20. Till today, I have not got my cell phone connected. Airtel has already got a forced payment of Rs 8800 from me and then also, every day I have been getting at least three calls for the payment of Rs 4000 more. And all these are after I had paid before leaving for US on April 22, all the dues for the bills till date and holding charges for the entire period I was to be in US with an email requesting it to ensure that on August 16, my connections must be made active to avoid problem.

Most of the service providers are using call centre based management of these essential aspects of the service for which the customers have paid. One can see and meet any of the officers of the companies to sort of the problems. In name of cost cutting, the associates in call centres are young men and women with no experience to handle the customers’ complaints.

Sunil Mittal boasts of Airtel as the largest telecom in India and well on the way to become MNC. However, in India every one that I talked with is wary of call centre-driven management. It’s just horrible. It’s good that one doesn’t talk face to face with the call centres’ associates, otherwise there would have been many cases getting every day reported of physical violence. It’s disgusting. My cell phone is still not connected with all formalities completed. Private Service providers, be it telecom or banks, are becoming worse than PSUs. What can be the way out?

However, let me say that there are some who are having very responsive call centres. Whenever I dial Indane Gas for refill of my cooking gas cylinder, the system recognizes my telephone number and gets confirmed my connection number and books it giving me the number to follow if required. I never note it down as I am sure I shall receive the cylinder in few days.

Another service provider that I remember is Samsung. As soon as I select the number for airconditioner, it recognizes and responds to my request.

Will Airtel also change for the old men like me? More than me, my children in US are worried and annoyed as they are finding it difficult to contact me. Will it become one of the reasons to leave this country?

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Air India: Agonizing Hours and a Happy Ending

On August 19, 2012, we left for India after a very happy 4 months stay in US. Shannon had bought the tickets of American Airlines for up to JFK, New York Airport. Thereon, we had already the tickets bought through ‘Makemytrips’ in India. Anand was accompanying us up to New York. When I came to know of that, I was happy as well as morose: happy because Anand would be with us for few more hours and morose because I have become too old requiring this assistance.

At Raleigh Airport, we had to go to the departure counter of American Airlines to check in baggage though we already had the boarding passes obtained on line. AA accepted our baggage directly for New Delhi. In US, one is to pay for the check in baggage for the local flight. It was raining in Raleigh, we considered it auspicious. We were happy as Emma and Zach were there to see off with Shannon.

At JFK, because of the wheel chair assistance we had sought for Yamuna, we could easily reach terminal 4 from terminal 8 for the departure counter of Air India. While waiting for our turn, and the response of the easy going counter attendants, we got the feel of the quality of services, Air India provides to its passengers. We had to wait unnecessarily. If Air India is to compete with other commercial airlines, it must provide better services everywhere. It must have efficient staffs. I doubt it has lately outsourced it to some cheap agency with the poorly paid staffs and without efficient supervision.

As usual, the security check at JFK was tough. That requires pulling down your shoes and even leather belts. Every time we keep worrying if we missed some items to collect back at the end of scanning conveyor. However, the body scanning machine was the latest. The security man didn’t touch the body all over that I hated.

Interestingly, instead of the direct flight to New Delhi, the Air India flight from New York had changed as one with a stopover at Charles de Gaulle Airport Paris. It took away the advantage of reaching New Delhi and so Noida residence well in time.

But the major shock of the service failure was waiting at New Delhi Airport. After the hassles for getting a wheel chair for Yamuna, I found that my baggage had not reached with us from the flight. I had faced this for the first time in my frequently traveling life. Further, it took almost an hour or more at the airport with heavy heart to get the complaint registered and getting the receipt. It is difficult to tell which of the airlines was responsible for this chaos and our agony: American Airlines or Air India. We waited for almost 36 hours.

I hardly hoped to get that back. We didn’t have anything very costly in that, but Yamuna had all her newly purchased western dresses and gifts for few friends including some medicines. I was worried for all the wirings and accessories of my lap top, camera and iPad that Anand had made me transferred to the check-in suitcase for cutting down the weight of my computer bag I carried.

However, we got it safely on August 22. Air India delivered that at our home in Noida. Everything was intact. All is well that ends well.

Will some CEO of Air India turn around this PSU and make it at least as efficient as BHEL and NTPC? More than Dreamliners, it requires a good management and participation of its employees getting huge salaries and perks. Will the government provide it with all autonomy to its CEO along with financial packages? Will the remaining hurdles in the success of the merger of Air India and Indian Airlines be sorted out? Will it get back to its respectability of the old Maharaja days?

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Ray of Hope in Deepening Darkness

I prefer a positive approach under all odds. However, every day, I find more and more darkness veiling the society. One of the Aamir’s ‘Satya mev Jayate’ shows had stunned me. A young girl stood and quietly talked about her friends taking to alcohol for a fun. A recent report in India Today: ‘Is Young India Drunk?’ stunned and shocked me. I am sure the report doesn’t exaggerate the real situation. And it has not published the report for marketing the magazine in today’s competitive media business. I get reminded of that Holi of my village in 2008 and those three teens rather kids totally drunk lying on the ground in the lane in front of our house.

Recent media stories of the women victims of the aspiring middle class families in media must have shocked everyone but certainly those from the old generation.

But there are many more cases of young men and women doing wonderful things under all odds of India. It makes me feel proud and inspired. The next generation brings hope for a powerful and India.

Many young innovative entrepreneurs are turning to technology to transform urban living.

Smartphones such as i-Phones and many new gadgets such as laptops and tablets are making it easier for urban Indians to live, work and play and improve the quality of life.

There are some diehard romantics too who strongly believe that an ‘India Shining’ can still be a reality. Many are experimenting with some different ways to make learning effective and useful.

Interestingly, some alumni of IITs and IIMs are trying to make possible the learning through fun rather a boring rote task, They are doing this after sacrificing the cozy and six figures salary jobs that was engaging them.

I hope India will compete China, at least in the game of talent.

I wish only India could go ahead from the curse that led to its partition and develop as an integrated nation.

Will the politicians give up the dogfights? The people are no more ready to accept that. They must work for the job assigned by the people.

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A Letter for Akhilesh

I am really elated with the news of Yamuna Expressway, the Expressway to Eighth Wonder, finally getting operative. Many have written about this expressway and sent mails to me even here in US as they know my interest in it. And if everything goes right, after our return we shall go for a drive on it up to Agra. I have promise to keep with my friend, Mr. Arora.

I wish you would have been gracious enough to give the due credit to Mayawati for pushing the project by mentioning her name; Mayawati had also planned another one named Ganga Expressway that as reported has been abandoned now. That would have changed the face of the state, UP by connecting the backward east with the developed west. As you have already taken up few more expressways such as one between Lucknow and Agra, please revive the Ganga Expressway too.

You may leave the politicking to your dad and uncles who keep on coming in news for wrong reasons? Please focus on the development such as education, healthcare, industrialization, and urbanization. Though the previous government promised special development of the major cities of Mathura, Brindaban, Varanai, and Allahabad, not much has happened. Infrastructures in these cities are in shambles. And these ancient historic cities are filthy in every respect.

As I understand, five townships will come along the Yamuna expressway. Each must grow as model residential, commercial and knowledge hubs. Similar towns must be on each expressway that gets developed. Education hub with all levels and types of institutions for training and skilling of the next generation will cater to the needs of the hinterland.

However, the focus must be on getting the projects executed and executed well to world-class standard. As you have the educational background, the people of the state will like to see them happen rather than hearing about them like the promises for the vote banks. Every project; however big it may be can be completed in five years with diligent planning and efficient implementation.

However, the most important task for the development is to be in its rural areas. The benefits of education and healthcare must reach to every hut of even the remotest village of the state. Please work for make education apolitical. Let every child of the Muslim, SC, ST and the pours in other caste be well educated and skilled. Most of the problems of poverty will itself disappear.

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मधुर यादें

(This is from the archives. I had entered on November 1, 2009 )
हर रोज सबेरा हंसता है
और शाम सदा मुस्काती है
जीवन तट पर अब खड़े हुए
कुछ मधुर याद आ जाती हैं

परदादी का गा गाकर
मुझे खिलाना
कभी बुलाना चंदा मामा.
ननिहाल की उस महरी का
बार बार सभलायक कहना.
फिर दादा की पीठ सवारी
फिर उनकी बांहों पर सोना.
फिर आते कुछ दृश्य मधुरत्तम
बिद्यालय के गलियारे में
एक किसी के दिख जाने की
आशा करना और दिख जाना
कितनी कोमल आकाक्षाएं थी
कितने बालसुलभ सपने थे.
जब कोई पास न होता है
बर्षों पहले की यादों में
अच्छा लगता है खो जाना
फिर कुछ यादें भी ऐसी हैं
जो शाम सबेरे आ आकर
जीते जाने को कहतीं है

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US Media and India

I am not one who will bother if Oprah Winfrey makes some more nonsensical remarks about India and Indians to entertain her audience. It is obviously clear that the media in US prefer publishing hot stories from India. Americans may be relishing it and finding it something with difference. However, the same media was hardly enthusiastic enough about the terrorist like attack by a crazy person in Wisconsin on innocent persons.

The media covered the India’s world’s worst black out extensively. Why did it cover so well? Perhaps it was to forewarn its own system to see that being a democracy, the similar power outages may also happen in US too. Additionally, it might be some sort of advisory for its own entrepreneurs going to India for setting up business.

However, I find many of the information might help those in power, the policy makers and administrators, to take some preventive steps well in time.

Washington Post provides two graphs and discusses ‘what the blackouts might mean for the future economic prospects of the world’s second most-populous country’ However, while reporting it also provides the reason behind it. “That may be partly a consequence of the fact that the country has raced to build a truly jaw-dropping amount of infrastructure in the past few decades. Twenty years ago, just 42 percent of India’s households had electricity. Today, that’s up to 66 percent. (That still, however, leaves about 400 million people without power.)” American companies particularly those in consulting in power, will find good prospect for getting some attractive revenue through right strategies.

Star Tribune provides a hoary situation: “passengers on Delhi’s metro, one of India’s spiffiest bits of infrastructure and a symbol of its modernization, felt their trains grind to a halt, some of them deep beneath India’s capital. They had to be evacuated.”

USA Today story is more spicy for its reader: “India’s power sector is lousy with thieves. As much as 40% of the power generated in India is not paid for. In the most recent fiscal year, utilities lost an estimated 1.07 rupees (about 2 cents) per kilowatt hour, up 40% since fiscal 1999.”

Wall Street Journal also expressed its concern: “India’s severe power blackout earlier this week alerted the world to the depths of the country’s energy deficit. But will it jolt New Delhi into action?” However I couldn’t understand why it illustrated the report with a photograph of ‘a gardener mowing the grass while the caretaker refills the generator with diesel in a residence in New Delhi’.

Interestingly, Forbes warning was more futuristic: “The energy challenges India and China face today, are being mirrored across the developing world. They all have the same three inconvenient truths to ponder, just as the rich world needs to work out the inconvenient consequences that derive from economic growth and increased emissions. Pretending this link doesn’t exist, is only going make matters inexorably worse.”

And all these reports were somewhere perhaps meant for the domestic consumption in USA as mentioned in the report of firstpost.com from Washington: “India’s historic blackout has not only prompted inevitable calls from the United States for much needed reforms in India’s energy sector, but also a great deal of introspection about America’s own ageing infrastructure.”

We in Cary had experienced a power outage for few hours just few days ago because of a storm.

However, while surfing so extensively, I realized that the websites of American media is far better in serving its customers like me without presenting any interferences from various pop-ups and annoying ads that present a very greedy and poor image of Indian media in designing its websites.

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Present Political Turmoil: Real or Imaginary

It is interesting to know that blogs and twits have become so important today. The media is making it happen. One recent entry of LK Advani has perhaps stirred the hornet’s nest and brought in many possible candidates for the highest political post in fray. With the distance dead through internet, I am enjoying the development to the same extent even in USA as much I would have experienced there.

Has LK Advani, himself an aspirant of the position of the prime minister of the country, just expressed his academic views on the political scenario after 2014 election through his blog? Is his prophecy of a non-Congress, non-BJP prime minister real?

Every sane Indian must be wishing to see one of the two national political parties to win the general election in 2014. However, the dearth of a clear cut strong leader in both camps is real and painful.

It would have been easier for Congress to announce its obvious candidate, but perhaps those who matter are not confident to outright declare that.

The opposition camp unfortunately has a little too many aspirants, some even capable but not outright acceptable. The one, whom the Corporate India and perhaps the Generation Next (as some media poll suggests) would wish to come, lacks the acceptance from the secular ally as well as the many in his own party leadership at the top.

It may be unfortunate but perhaps the major minority community that will decide the fate of the politics of the country will not allow the major opposition party to win a clear cut majority or to bring more allies on its side. It’s not going to change without some miracle or the cost of the prime minister ship.

And the Manmohan Model might have worked for the ruling family but not for the overall development of the country. However, as usual the ruling party though dynastic is better placed with its secular image that helps more and more allies that depend on the minority vote bank for its survival.

However, the alarming rise of family ruled regional parties all over the country, be it of Abdullah or Karunanidhi, Yadavs or Pawars, or the ruling parties of the individual autocrats, be it Naidu, Nitish, Mayawati, Mamta or Jailalita is more sickening for those who still dream of a superpower India.

But I foresee the present government doing everything to make the ruling party win with many popular attractive offerings and its announcements to the vote banks of the country such as loan waivers, interest cuts, tax concessions, mass employment, free health care, doles, subsidies and even gifts such as free cell phones. Will the voters be smart enough to keep the national interest in mind while voting to elect the right candidate who can make India’s development going at its potential speed to take it in the league of few at the top?

Will the Kejriwals and millions wishing in his way group together again and make the country corruption free? Will the intellectuals contribute to find the right way out? Can India ponder over the possibility of electing president and vice-president without any party affiliation? Can the prime minister get the freedom to select the best persons as his ministers to run the country without any reservation and quota for caste, community or region?

However,I wish the oldies in arena such as Advani, Bal Thakre, Karunanidhi, Manmohan, Keshubhai and many such to take total sanyas from politics and leave the platform for the youngers to run or rule.

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Education: Advantage USA

Emma became five in July 9, 2012. Emma has started going to KG class in Turner Creek Elementary School. That is at a walking distance from our residence in the Harmony Community across the road in Cary. Shannon and Anand shifted here two years ago from Pleasanton in California. Emma’s school runs all the year with a three weeks break after every nine weeks.

Turner Creek Elementary School, Cary

Emma will be in this elementary school up to class V. She will shift to middle school for class VI to VIII, and thereafter to secondary school for up to XII. Education for K-12up (KG to class XII) is free in US and funded by the government. North Carolina has accepted the new education initiative of the internationally bench-marked Common Core State Standards. I wish Indian states could take a similar step to sort out the problems arising out of some two dozen or more of state boards for secondary and higher secondary education.

I find the parents decide the places of residence based on the quality of the nearest schools for their children when they shift. They access the quality of the schools based on the ratings available on websites. There are private schools but only very few perhaps for the HNIs. I assume Harmony’s builder would have selected this site because it was so conveniently placed near a good Elementary School. Shannon and Anand would also have the school in mind before selecting the community before relocation. I know Rajesh who has shifted recently to Austin also selected the house near the good school for Svanik.

Because of my interest, I take every opportunity to visit the schools of the kids. I had been to the graduation function of Emma’s play school, ‘Kids’R’Kids’. I also attended the orientation session of Emma’s KG class in Turner Creek Elementary School. All the teachers introduced themselves and talked about the school. I also saw her class rooms. Everything appeared to me very impressive.

Anand and Shannon are pretty much concerned about the school of the kids. Even for the play school they preferred the inconvenience of the one at certain distance rather than selecting the nearest one. As a grandfather, I feel extremely happy with the amount of their parental concern about the education of the kids. They keep on researching.

On my morning walk I find many kids from the community who are of Emma’s age waiting for the orange buses of North Carolina Public School. They go to the schools that are at some distance from the community. Anand explained me about the different types of schools in US.

Schools are three types: Public, Charter and Magnet. It will be interesting to know the specialties between Public and Charter as well as Charter and Magnet schools.

Shannon selected Turner Creek Elementary as it was so near. Emma can leave home at around 8.45 AM and returns by 3.45PM. Many times I have taken and brought Emma from the school in this short time. The school is fully air-conditioned with all the facilities inside such as library or creativity rooms. As per Shannon, all schools even in distant corners of US are almost having similar facilities. Naturally that is something that we from India can’t even aspire. How can it be so good there with the limited resources and poor governance?

Interestingly, it will be good to know that the Indian national education budget ($11.6 billion in 2010-2011) is a mere 1.2% of the US equivalent ($972 billion)!

After visiting the website of Turner creek Elementary School, I came to know about the advantages provided through the digital media. Emma’s teacher is having her own e-mail ID and a website too. She can communicate to any of her students as well as his or her parents. The site also has a lot of reading materials facilities to share information.

I have also visited the government school in Noida as well as in Pipra, my village in Bihar. I feel morose but hope and dream one day some miracle will happen.

Higher education in US, even for the US citizens, is pretty costly. Anand is really concerned about the money that will be required to send the two kids for the higher education at the interval of two years, after they complete class XII. If they get admission in any good university, the education will cost anything around $1, 00, 000 or more per year for four years, unless they get some assistant-ships. Alternatively, they can go for education loan from the banks. A large number of Americans do that. Anand very rightly doesn’t want his kids to graduate with a huge loan.

Higher education is good but costly in US. The student debt has become an important issue in US that has come up in the presidential election campaign too. As per one estimate, ‘the average student graduates college with around $22,000 to $27,000 in debt’. According to Kantrowitz, 36.2 percent of law school graduates and 49.0 percent of medical school graduates graduated with six-figure debt. And naturally, that becomes the reason for the young boys and girls to start working part-time. That has still not reached that serious level in India.

Even with so impressive education system, American President keeps on cautioning the Americans about the growing challenges from the students of China and India. It shows the concern of the nation to keep on improving the education system that really decides the ranking of a nation in the world.

Many in India are also concerned about the poor standard of education, particularly the one available in rural India. Education must become the priority number one. And it will involve the stupendous task of making even the illiterate and ignorant deprived parents in rural India aware about the role of education.

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लन्दन से आती आवाज

है लगी आज
सबकी नजरें
लन्दन की ओर |
है आज जमाना,
ब्यक्ति, देश
है ब्यस्त,
लगा है
लिखने में
इतिहास नया |
मानव पौरुष का,
कीर्तिमान से आगे
बढ़ जाने का |
भारत डूबा पर
अंधकार का बोझ लिए,
अनशन में, बार्ता में,
या फिर
दूसरों का
गुण गाने में
या अतीत का गीत
गुनगुनाने में |
सोने चांदी की होड़ लगी
देशों में,
अरबों की टोली पर
खुश है
कांस्य पदक से|
जागो, उठो,
और सोचो
गया पल
नहीं कभी है आता |
संतोष नहीं है धर्म,
बनता
कारण अकर्मण्यता का,
एकलव्य ध्येय हो
रश्मिरथी हो
कुछ करो अनूठा
और अमर बन जाओ|

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ये दोनों

निश्छल मन
कोमल तन
चुम्बन या
उनका आलिंगन
आकर्षक यह
जीवन हर पल |
मेरे मन की कुछ
अभिलाषा
इन दोनों ने है पूरी की|
उनकी प्यारी
मुस्कान कभी
दिल दहलाती
चिंघाड़ कभी
सब ही होती
आनंदमयी |
ठुकराना उनकी मांग मेरी
फिर चुपके चुपके आ जाना
चुम्बन की झड़ी लगा जाना |
खुश होते तो आ मिलते हैं
गुस्सा हों तो गुर्राते हैं |
अनसुनी करना राय मेरी
कुछ देर गए वह ही करना|
जो करें वही अच्छा लगता
दिल बाग बाग हो जाता है
बिन कहे बहुत कह जाता है
यह दिव्य बहुत ही नाता है|

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