im sure higher up employees at excitel are also aware that their image is being tarnished because of incompetent LCO's not providing qualitative service. i feel like majority of lcos are bad. this is reflective through excitel's google
review and reviews on their other social media accounts.
but this is the path that excitel as a company has chosen. to partner with lcos and then provide their services. sure it gives them the advantage of local reach but it has its own share of short comings.
as i said in my other comment, im sure, excitel is already doing whatever they can to make sure that bad performing lcos try to provide good services through their internal reward/punishment mechanism.
At the end of the day excitel and lcos are in a partnership. excitel doesnt own these lco's and they dont have full control over them. they cant just make these lcos do the work. they can pressurize them which i believe they are doing already.
as a consumer all we can do is vote with wallet. if we dont like a services we can always switch to an alternative if we have that option available.
imo its not fair to compare airtel vs excitel in terms of customer support and how fast they are able to resolve complaints.
airtel is a very old and a big company. they have a lot of funds backing them back. they have a large amount of human resource backing them up in their customer care department.
excitel is a startup isp that was launched 4-5 years ago if i am correct. they have limited funds and a small workforce.
we cant expect a startup company that is still in growth stage to provide full fledged service comparable to the one that is being provided by a large MNC