'D'irect 't'o 'h'ell? His DTH operator has removed this channel from the activated subscription pack.

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Gurneet Singh, (36) had nicely got into the habit of waking up to soothing Gurbani that plays on ETC Punjabi every morning. For the past one week, he has been getting up all cranky and red-eyed with irritation. Reason: His DTH operator has removed this channel from the activated subscription pack. He thought it would be a temporary affair as ETC Punjabi is a paid channel and as he had already subscribed for it, but as days passed he was proven wrong!

A week later, he finds a message pasted where the channel should have been, informing him that he would have to subscribe the channel to resume service. Frustrated, he calls customer care only to learn that the DTH operator had removed the channel from his activated subscription pack and if he wishes to watch it again, he would have to pay an additional subscription fee. Singh protested saying he was being asked to pay up two times in a month. If there is to be a change in pricing then it should be reflected next month. But the monotone from the other side of the phone replied, without much emotion, that nothing could now be done as the pack rates have changed and he would have to pay up extra for resuming transmission of the channel.

Undeterred, Singh decided to lodge a complaint with the Telecom Regulatory Authority of India (TRAI), only to realise he is not the only one filing a similar complaint. TRAI has already received a host of similar complaints from customers: DTH providers at times stop showing one particular channel from the list of channels that they had subscribed at the start of the month. And that too without any prior notice.

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Source : IIPM Editorial, 2008
An Initiative of IIPM, Malay Chaudhuri and Arindam Chaudhuri (Renowned Management Guru and Economist).

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