Airtel — ridiculous lack of empathy and customer service - dth service

The saga with airtel dth started when we shifted our home in the middle of jan. We realized that we needed a new set top box. So we raised a request for a new one. The cost was said to be 850 and we agreed. This request was raised on 2nd feb. Every day morning for the next three days we get a call asking us to explain the issue, address etc. Finally on the third day the service center says they dont have stock of the stb and will be fixed by the weekend. How can an stb go out of stock?! Anyway we waited patiently.
Then a "new" stb was brought in. Things seemed to work momentarily, only to nose dive again. Whatever was working also stopped! The guy took 850 rs and vanished. The stb went dead.in spite of repeated calls, etc nothing seems to be moving. We dont have a connection and there is no service. Nothing.
Airtel have made it extremely difficult to also escalate. Their website sucks and their phone support is horroble - every time i need to wait for at least 20 mins.
I just need to get a refund and would like to go to a different subscriber. This company is pathetic! They seem to go from bad to worse!!