PTCL has its Own Sub-Standards

Disclaimer: I am myself affected by bad customer support of PTCL, so this post may go biased

I am using PTCL’s EVO service as backup for internet connectivity and primary broadband solution while on the go. I am using EVO for previous 6 months. Service is pretty seamless – if device gets signals of proper strength.

In this post, I will talk more about customer service, rather than service quality. Following are some of points that I witness every month when I pay its bill, and found them noteworthy.

  • PTCL One Stop shops, only outlets to deposit prepaid EVO’s monthly bills, are too little in numbers. PTCL has shut down many of its One Stop Shops in the name of cost cutting, so one has to travel a lot to get his/her bill paid.
  • PTCL’s EVO Billing system often remains down – so there are good chances that you are asked to come next day or wait for an hour or so to get the bill paid.
  • Customer Service Representatives are so badly trained, or I would say they are not trained at all to serve customers.
  • I am often given the payment slips printed on the back side of telephone bills, when asked CSRs say they don’t get the stationary from company.
  • PTCL’s cashiers never have change – you will have to pay the exact amount or otherwise offer the cashier to keep the change.
  • I don’t know PTCL EVO’s helpline – you will have to believe me that i am living without any customer support at all.

    Here is the reason: On very second day I bought this PTCL EVO device, i called a helpline number that was given on EVO’s Packing box. After remaining on hold for 30 odd minutes, i was told that support is available during work hours only, so try calling tomorrow.

    I was so impressed that i never called them again, and preferred to wait for the service to come back at its own, rather than messing with the helpline.

These are very minor things against very serious complaints PTCL customers have, for instance, disconnected phone lines for weeks, even months.

These days companies stay ahead of customers and solve their problems before they are even aware of, however, PTCL has its own trends.

Pakistan has tons of heads to serve, companies can have millions of subscribers – but you need to offer after sale support and services. No wonder PTCL’s revenues are decreasing, and it will keep going down unless the management starts taking serious steps.

Tech reporter with over 10 years of experience, founder of ProPakistani.PK

  • Aamir
    I can assure you one thing.
    You are not the only one getting such remarkable service ;)

    Now, just think about Data-enter operated by PTCL. They don’t even know the basics of “Customer Service”

  • Amir bhai you are still missing soo many things :s:( How about having a survey of broadband subscribers? or complaints from broadband users etc?

  • aamir bhai i agree with najam, i would love to see a survery and reviews about ptcl iptv, i have searched a lot on google about this topic but no luck

  • AsalamOalaikum,
    Aamir bhai, I am using EVO too from the time it was launched, have suffered from customer service support thing you wrote about, and quality issues too.. but in the end what I would like to note is that they have long gone in the right way to make things better.

    I recommend you to look up prepaid options, and then you may recharge/pay your bill just by buying Vfone cards which are easily available everywhere,
    I just happen to be there today @north karachi branch.. They said to file up a application with next billing, and a copy of NIC..

    I am switching to prepay option..

    I recommend everyone else too

  • Aamir bhai one suggestion , why don’t you integrate your site/blog with facebook connect.
    it would be really nice addition and may bring in extra traffic as well.

    • Ahsen bro, we had tried it – but it went wrong at many levels. We are working on alternate ways of implementing the same. Hopefully you will Facebook connect soon.

  • well after continuously registering complaints for 1 and a half year finally I am satisfied with PTCL for the past couple of months.

    Being a Government organisation they need hammering form time to time to get the stuff in proper shape :)

  • My bad, why i purchased EVO wasted 4000 Rs. and 6000 Rs of last three months bill cost. This month i never get speed more than 2KB for even a second. I tried multiple times on their call center. After 9 to 10 minutes of music i have to quit my call myself. They are so poor in their customer support and also in sense of speed.
    I think ptcl should quit EVO department.
    I suggest all of you, no one waste money on EVO. Go for other one. Even Warid GPRS is better for me.

    • Well same went with me. I purchased and from very next day, I am registering complaints as I also never get speed more than 5kb, now after 4 months I am still facing this issue. Here I tell the situation…

      In case of low speed:

      1. Different One Stop representatives keep customer Waiting or Rotating to other One Stop outlet that they might help you till you reach their head office.

      2. PTCL EVO Head Office in Faisal Town, they will send you to ZTE office by saying that as they are evo their vendors as go to them and refresh your usb.

      3. When one goes to them, they will refresh usb and return to you without checking that now it is working properly or not. (and they dont check it even on request)

      4. When you come back on your place and stunned that still it dont work.

      5. When one again consults the help line or go to one stop shop, they ask that please go to ZTE office again and ask them to provide in writing that “This EVO USB is defective” so now ptcl outlet will provide you new usb.

      Well I am stuck here as ZTE says that usb is working fine and will not give me anything in writing. When I consult help line or go to their Ptcl one stop Head office, they simply say, Sir we cant help you until you get in written from ZTE that your usb is defective although they check and also confirm that usb is not working fine, it dont give speed more than 5kb.

      Head office asked me to mail to [email protected] and said that I will get response in 48 hours. But it is now more than a month and no response. I mailed them again but in vain…

      1. Helpline,
      2. any one stop outlet(Wapda Toewn, Faisal Town and Barkat Market…) dont help me in anything and say that people will help you but no reply from [email protected] but they kept on sending bill every month…..

      Through this post I am feeling much relaxed now as I see other people like me who are facing same issue.

      If any person can assist me in this situation, kindly help me out from this situation….

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