In the continuing saga of customers versus telecom companies, with a hapless regulator in the background, the latest is the issue of deteriorating call quality—aka call drops. The problem of call drops is legitimate and real, and warrants attention and scrutiny from telcos, the regulator and the government in equal measure. Originally restricted to a few pockets of mobile service coverage and a few customers, the unaddressed problem has exploded into a nationwide customer grievance, impacting most of the 900 million mobile users—a testimony, amongst other things, to a regulator apathetic to consumer-related concerns. A mute and ineffective regulator has created a culture where telcos are...
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