WHENEVER I have a complaint about Pakistan Telecommunication Company Limited (PTCL) services, I have to gothroughthe painfulprocess of approaching its customer service. I recently wanted to replace my nonfunctional internet device provided by the company, and registered my complaint. They promised to deliver the device within 24 hours. The complaint registration process took 11 minutes on my cellphone as PTCL connection was not working. After a lapse of 24 hours, I had to waste another 10 minutes to know the status of my complaint.
I was told that it was not possible to deliver a new device before the next worlcing day, which was three days away because of the weekend in between. It meant that while I paid the PTCL for 30 days of service, I actually got in return services for only 26 days. This is just the quantitative part; the quality of the service is an entirely different matter.
The behaviour of customer service officials was also unprofessional as they asked for unnecessary and personal information in the name of verification. I was just asking for a device which could have been purchased from dedicated stores, but they have monopolised its sale only through their own channels.
It is common for me to be without the internet and basic telephone service for severaldaysatastretch.Thisisthelevel of service delivery when the PTCL is facing competition from efficient service providers. I really wonder what it would have done in the absence of competition.
