Thread: Big TV's 'Express' service to address customer queries

In a bid to offer uninterrupted viewing of IPL matches and elections, Big TV has announced the launch of the company's Premium Express service to tackle their customers' queries within two hours.
"With a focus on IPL and elections leading to an increased TV viewership till midnight, we have put in place a customer service team and process framework. We will expedite our installation turnaround timelines at a marginal premium of Rs 250. We guarantee addressing all customer complaints within two hours of its registration with us," avers Big TV CEO Sanjay Behl.
Big TV's after sales service has been launched across 500 cities and towns.
The company has hired a team of 15000 technical experts and installation professionals as part of their after sales service infrastructure.

Big TV has decentralised its customer relationship management resources to improve and enhance market response time, the company said.

Is Rs.250 a one-time fee ?

does this mean that Big TV actually has major like problems with their service?