Frustrated by my existing DSL provider, I decided to switch to PTCL Broadband, DSL service launched by PTCL, as their rates were far better than any competition. On 23rd June I used their online order form to place an order and was really surprised to receive a call very next day. In next few days I received several calls from various departments of PTCL support, updating me of the progress.
It took 14 days for old connection to be terminated from exchange due to a glitch at previous providers’ end. On July 7th I received a call from PTCL support that my connection is activated. I have been given a number to contact Mr. Sohail (in Gulshan-e-Iqbal Exchange) who will deploy an installation team at my place. However every attempt to contact the guy was futile. In the next 4 days he never picked up his land line or cell phone neither responded to messages left at his workplace.
Disappointed, I contacted PTCL Toll Free support where a sweet voice took my complaint and on my query of whether PTCL is privatized or still a government department, I earned a sermon on few black sheep badmouthing everyone etc. My complaint was registered and I was told that it will be acted upon swiftly. However, 3 days passed and nothing happened.
During this time I used feedback form on PTCL web site to submit my complaint but nothing happened on that as well.
I was told by an insider that PTCL is concentrating on promotion only and they have no strategy in place for deployment and troubleshooting.
This experience highlighted the fact yet again that PTCL is really pathetic when it comes to customer support. While they are spending millions on promotion and Corporate Branding, they are not giving a damn for customer satisfaction. To conclude, PTCL Broadband commits but never delivers.
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