Post by Action for Rights on Jul 22, 2010 14:07:03 GMT
Performance Of PTCL Helpline 1218
In the past few years many services suppliers have set up what they call “Helpline”, “Response Centre” etc.
We have had occasion to contact many of them and we are reviewing the PTCL (Pakistan Telecommunication Company Limited) helpline here:
Recently the need arose to contact 1218 regarding a number of landline connections in the D. H. A.
The staff attending the call are generally courteous and knowledgeable about issues customers can encounter. They inform the complaining customer that the company rectifies faults within 24 working hours from the time of complaint.
Apart from one case which was a serious cable fault we usually received automated confirmation calls asking us if the fault had been rectified within four to six hours of complaint.
We have two issues with PTCL:
1: The music that they use while customers are on hold is more of horrible and disturbing noise. They would do well to change to some lilting, soothing instrumental melodies.
2: When a visit by PTCL field technician is required it usually takes far longer than 24 hours that the company claims
In the past few years many services suppliers have set up what they call “Helpline”, “Response Centre” etc.
We have had occasion to contact many of them and we are reviewing the PTCL (Pakistan Telecommunication Company Limited) helpline here:
Recently the need arose to contact 1218 regarding a number of landline connections in the D. H. A.
The staff attending the call are generally courteous and knowledgeable about issues customers can encounter. They inform the complaining customer that the company rectifies faults within 24 working hours from the time of complaint.
Apart from one case which was a serious cable fault we usually received automated confirmation calls asking us if the fault had been rectified within four to six hours of complaint.
We have two issues with PTCL:
1: The music that they use while customers are on hold is more of horrible and disturbing noise. They would do well to change to some lilting, soothing instrumental melodies.
2: When a visit by PTCL field technician is required it usually takes far longer than 24 hours that the company claims