PTCL Broadband Pathetic After Sales Service

When I called PTCL Customer Service for New Broadband connection, the next day they were in my office with all the equipments. I thought how good this service is. Let’s have a look at PTCL Broadband After Sale Service. I have been using PTCL Broadband service for the last 3 months and the experience was not bad. The speed is good, no connection breaks so, all in all I loved PTCL Broadband BUT things started changing in the 4th week of July. I was using 2 MBPS connection and on 23rd July 2009, I experienced a decrease in download rate and browsing speed as well. When I checked the stats, it showed me 1 MBPS connection.

I immediately contacted the support department at 1218 and told them my problem and they told me that my port needs to be updated and the Customer Service Representative forwarded my call to her supervisor who was supposed to resolve this issue. Believe it or not, I waited 1 hour for the support officer and then I had to disconnect the phone. I again called the Customer Support Department and told them that your seniors are not picking up the phone and she said; now they will pick it up as she has written an additional comment. But same happened again, after 30 minutes, I again had to disconnect the call.

Bad Customer ServiceThis continued till 8th of August 2009. Then, finally, I got a chance to talk to the supervisor after waiting 3 hours (can you imagine?) and he assured me that the problem will be resolved tonight. Nothing happened, and on 13th of August, I called 1236 and downgraded my connection to 1MBPS because the record in PTCL Billing Department was showing 2 MBPS connection and I of course, I have to pay 2MBPS connection bill when I used 1 MBPS for 19 days.

I lost my nerves a lot of time on phone talking to Customer Service Representative. But what they can do about it. They can just forward my complaint and the concerned department who is responsible for resolving issues. PTCL really needs to improve its After Sales Service, because this is what brings you royal and long lasting customers. My phone line is on copper wire, so, I cannot go for any other Broadband Service, and I am stuck in the middle of the road.