To Whom it May Concern
Pakistan’s largest broadband service provider is being knackered by small tweaks and loopholes! Pakistan Telecommunication Limited (PTCL) is no doubt, the largest telecom company which was privatized sometime back. Although, the quality of service has improved as compared to the well renown and well cursed PTCL back in the ancient times, the loopholes are now becoming gaping holes from the past. A lot agree that it is of a meagre importance how big an enterprise is, yet it’s the service only which it provides makes it a successful entity in reality. I am one of the dissatisfied customers and would like to point out some of the major issues this entity has to concentrate on.
One of the major issues of PTCL is the customer dissatisfaction ratio which is gaining momentum day by day. There is an array of dissatisfaction amongst the existing customers which is making life difficult for the largest supplier of broadband internet and telephony services to increase its satisfied customer base. Promises you make are not honoured and services provided are delayed and not up to the mark. The poor customer service story doesn’t end here. When the technical help department is contacted by flabbergasted customers, the representative lacks knowledge of the issues arising in the company and instead argues with unrealistic facts which make things worse for the already annoyed consumer. Tired of the crappy service being provided, a number of customers are now forming the opinion of not paying their service charges until the company decides to sort their issues.
PTCL’s main service is broadband internet with a large customer base, which probably is an achievement for you but poor service quality has always been a letdown in the past as it is in the current times too since the existing customer base is shattering at a fast pace with consumers moving towards other internet service providers which, I suppose, should be in your notice too. Majority of the consumers are complaining about a dramatic reduction in bandwidth in their existing connections and a cut-down in download speeds. Unlimited downloads being offered is not in line with the promises of service being made to customers upon activation of a new connection. Customer support personnel at the high level are not cooperative either as they uplift this company’s motto of delaying the problem as much as possible.
According to recent news, the Pakistan Telecommunication Authority (PTA) has issued a show cause notice to your company to carry out proceedings against the poor quality of service provided to its customers. This show cause notice has been issued in light of a survey carried out from August to October 2009 in almost all major cities and rural areas of Pakistan which was conducted with PTCL representatives based upon a mutually agreed survey methodology. As per notice details, PTCL has been given 30 days time period to respond to the notice and then PTA will act accordingly as directed by the legal terminology under the Telecom’s Act. According to Chairman PTA, Quality service being provided to consumers has been the sole priority of Pakistan Telecommunication Authority.
It is undoubtedly viable for PTCL to take up measures instantly to improve their customer support service and quality of the services provided in order to regain that lost pride.
Hi
Dear PTCL Senior Management,
I am facing problem in Lahore to registered complaint via through SMS service,
Please issue my resolve.
Thanks
Dear PTCL team,
im so much disturb by this broad band connection in dadu area 1218 also not put serious action and also ptcl office not response to resolve my problem from last few weeks im fasing connectivity issue many time compliance to ptcl office non one want visit and resole issue also 1218 help line not put any action against
complain so truly this is fucking broad band network kindly disconnect it total fucking bitch staff
sir from month my internet dose not work properly plz slove my internet problem
Hello sir
ptcl bill is not coming please tell me
I am from Muhmand Agency, Tehsil Ekka Ghund. We have been told that DSL is starting in Ekka Ghund on 18 feb 2010. But you will be wonderd to know that the machinery of DSL had been brought in the beging of the year 2010, but still no one had come only to start it. Very sad. Its not my 1st time to complaint you. I had called at 1236 more than 20 times. They said that we are farwarding our complaint. Then i complainted by applications. We submeted that applications in our exchange. But no one responed. Then i tried through website. But also then no one took an action on my complaint. I am not only the one in my village to ordering DSL, But all the people are very impatient and sad. But PTCL COMPANY TAKING NO ACTION. Thats why.? I request you people to come here Ekka Ghund Exchange and start the dsl machinery, and direct the Dsl service in our PTCL LINES. but its my last time to complaint you.. After that i myself will cut all my vilager’s lines. We are tired more. Thank you.
I totally agree with the writer. I booked DSL and smart TV on 14 September 2011. After number of reconfirmation calls from Islamabad and continuous follow up simply modem was installed on 27th September 2011. The line was not active. Eventually after hectic efforts the DSL started working on 28th. This happy moments did not last long when my DSL stopped working on 9th October 2011. I submitted my complaint twice through web site and once through land line but no body attened the complaint nor bothered to call. Eventually I submitted another complaint through 1236 on 11.10.2011 with the hope that this time it might work but I am not hopefull beacuse PTCL field staff is very lathargic and are least interested in solving the problem.