A company should know that follow-up in customer services is essential for keeping a loyal subscriber base.
ISLAMABAD: Impressed with their marketing campaign, I decided to subscribe to PTCL’s Smart TV service. I placed an order for a connection on August 15 and was given the registration number 221 NSQT. I was also told that the connection would be provided within a week. But nothing happened. After the seven days had passed, I rang the customer service number and was told that it would be installed within the “next 24-48 hours”.
I then visited the F-11 PTCL exchange in Islamabad on August 27 and my complaint about the connection not being installed was registered. Once again, I was told that the connection would be provided within 24 hours. As I write this, it is August 30 and I am still waiting for the connection.
Clearly, the only impression that would-be subscribers get from this is that the company is only interested in signing people up for new connections but couldn’t really care much for actually providing them with the service within the time frame as promised by its marketing campaign.
Surely, a company should know that follow-up in customer services is essential for keeping a loyal subscriber base.
M Mushtaq Shahid
Published in The Express Tribune, September 5th, 2011.
