A Screenshot is Worth a Thousand Words #Telenor #CustomerCare #Fail

I am not saying anything about Telenor’s customer support, instead I am just posting a screen-shot below that explains the miseries of a common customer when he’s put on hold by support for ever.


Please Note:

  • Screen shows the wait-time during a helpline call.
  • Call was never attended and customer had to hang-up the call ultimately.
  • Customer was a Postpaid user
  • This was a paid helpline call. Telcos argue that charges on support calls are meant to improve support services.
  • This is not only a Telenor specific problem, but customers of other operators might have similar experiences.

Don’t hesitate to express your thoughts and experiences in below comments.

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

  • The calling customer is itself stupid who wait for such a longer period, some times system doesnt transfer the line to operator so all its need to make a new call in order to connect to agent. In my experience average wait / response time for agent is around 2 – 3 minutes.

    • Kya khubsurat baat ke ha aap na, operator sa baat karna k 2+ rupee lagta hain… ya ziyada na lage tab b paid call to ha he.

      2ndly agr system is trha ke harqat kare to kya system ko change karna chaya ya human ko????

      or App kis dunya main G rai ho!!!! 2 – 3 minutes!!! Mazak acha kar layta hain aap.

      App shaid CSO hain or aap ka avg wait time 2 – 3 min hota ho ga, user ka nai…

    • You don’t have to be rude to present your “naqis raye”. The calling customer has done great service to expose this flaw, whether or not it was a system issue is Telenor’s problem. Also, 2-3 minutes should also not be acceptable to you.

      • There are several procedures to reveal the performance of cellular company by conducting a scientific survey from users. Result of one individual person can;t reveal the exact performance of cellular services.

        • You’re right. Let’s get Gallup Pakistan to do a survey which is transparent and unbiased. We’ll collectively ignore the fact that Gallup US did not win the copyright infringement lawsuit because it did not have jurisdictional presence in Pakistan.
          Let’s also collectively forget that Telcos’ Sales Tax avoidance case pursued by FBR was practically gagged on media because Telcos are the primary ad-slot customers driving the revenues of private media houses.
          Or, let’s not do that and respect citizen journalism.

        • what scientific procedure should an ordinary person apply to measure quality service. most of the people are busy in their routine life and dont have time to apply “Scientific Procedures” :)

    • lol I bet you are either
      working for telenor or from vendor side trg or sybrid? .. Very stupid and lame way to buffer
      your system flaws or staff shortage.

      • niether i am associated with telenor nor i am IT professional, all i am is the reader of this website for years, so you already lost your bet!!!

  • Buddy you really had a bad day…The customer services are indeed no up to mark but it’s not that bad either

  • This is just because telenor is not handling call center by them self. They pay to some companies to handle customer or you can say third party call center. And result is in front of us.

    • Absolutely. this is one of major causes. contact center outsourced and no check n balance what they are doing

      • I know for a fact that companies do not outsource postpaid and as far as Telenor has not outsourced the postpaid unit. In my personal experience, this has to be a technical issue where call does not get routed. The more important question is, how often does this happen? This is just one case highlighted in X number of year, don’t really see why it is being blown out of proportions.

        • Bro either it’s outsource or they are managing it, in either case the important thing the brand name. Once the brand name of Telenor is been used that’s mean that Telenor and it’s management shall be held responsibile for all the goods and bads.

  • yar sirf telenor nae koi b network Pakistan mein perfect nae hai. telenor se bad tar to PTCL hai oski to koi complaint nae hoti hai yahan pe. bas Telenor ke peche ap pade ho.

  • Having had the unfortunate experience of customer services for a ‘Abu Dhabi based’ cellular company in Pakistan, I can say that this is nothing.
    The primary job of customer services is to make excuses, and try to make the company look good despite all shortcomings. I remember having to lie to customers, simply because the company did’nt have the services it was advertising, in place. The mantra was ‘keep subscribers from returning connections (churn), port out or shift to lower packages’ at all costs.
    Moral of the story: Do’t yell at the customer service representative, its rarely ever his fauly!

  • I guess its your own screenshot ;) And, I agree their customer care helpline is really bad. I always prefer to visit their sales & services center, physically, to get my issues fixed instead of calling them!

  • And the award for the top 3 biased idiots go to …. GEO News … ARY News … and Amir Atta … Way to go buddy ! :)

  • agar ye telenor altaf bhai ki hoti to Aamir Atta Sahab ki bori aj ready thi.
    customers kay sath aesa almost sub networks main hota hai.alteast yeh chez mention ker dete.

  • above all odds, I would rate pakistan telecom customer services way far better then what I have experienced here in UAE the no 1 tourist destination where the world comes whenever i called on any helpline i was really offended and end up asking do u really have QA dept?? 0 level courtesy and no feedback to the customer they don’t even talk in proper tone, I was associated with mobilink for 6 years and this wait time is like a nightmare for the on duty floor manager it normally doesn’t happen until the there is some severe issue on the network and the customer starts to call on CC like Sim registration failed issues on some specific prefixes or ranges or when they are unable to recharge or such similar issues, normally the wait time usually last for max 2-3 mins as far as i know , this seems to be an IVR stuck issue or some technical problem. Mobilink Telenor and Ufone have very good level of CS as far as i have experienced.

  • Whats to brag about it. Can be a technical error or something you guys just put one stupid reason for criticizing and do not look at the reasons. Secondly the calling person was on waila person to wait for 47 mins and had nothing to do.

    • yaar waiting time main banda phone ko speaker phone per dala or site per rakh kar baki kaam kare simple. is k leya banda ko wala hona ke zaroort nai ha.

  • Good job posting the reality. this is not a rare case. same is the problem with Warid, at first its impossible to get connect with them and the later part,… well i didn’t get to that.

  • I always use 346 message helpline. They reply within 10 minutes and I do not have to wait to hear the music on hold

  • i have Mobilink , i dont even wait for just 5-10 seconds.. I remember, from last 7 years using it..
    They care for their customers,

  • A Warid Customer since 2008 .. initially prepaid, now postpaid (from a year or so) .. never faced any such situation. They always picked it up in … like .. 40-60* secs!

    *Islamabad City

  • The person who waited for so long needs to get a life. Find something to do better. Maybe play candy crush if doesnt find anything to do. Same goes for PP

  • @AamirAtta I have also emailed you my experience regarding Ufone customer support but you did not publish. Please publish it; if you want to modify my email you can but do publish it.

  • I’m a Pro (corporate) user of Mobilink, and we’ve a dedicated helpline (03000-160-160), which take just a few seconds to connect with CRO. Don’t know about prepaid or other postpaid users.

  • Just called ufone help line.
    Cs agent: sir how may i help you???
    Me: activate xyz service
    Cs agent: the system z not working now call again after 8.
    Wtf i just called on a paid service and the response call again after sometime *sigh* my few 2rs + tax wasted.
    If they cant handle the request then atleast refund the amount back.

  • lol
    poor telenor !!! yeh to postpaid costumer ka haall hai perpaid ka kia kartayn hain ?
    Mobilink is the best network

  • Consumer rights are an alien concept to Telenor or Telcos Apologists. Someone seriously explained how this could be a system issue and made it the consumer’s problem rather than realizing that telcos should be improving the system (that sometimes puts the customer on hold for a long period of time while the call meter is still running). Perhaps from the Telco perspective, the system is running just fine! We just keep on paying call setup charges silently.

  • Although I am a Telenor customer but no doubt it is pathetic in terms of CS. Warid on the other hand ROCKS!


  • Instead of giving the right statement “We will try our best to improve our services sorry for the inconvenience” they will start blaming human and machine error bl bla bla and even some sympathizer will suggest call two three time LOL

  • From Customer Perspective your complaint is right. No one is happy with the services. I have been working in the same department, there are some reasons due to which Our customer may face problem. hardware malfunctioning, network outages, media issue ( i.e. fiber cuts), or call may stuck in a queue where PRI went down, So he has to wait for so long.

  • Atleast someone listen in Pakistan telecom companies. I have faced worst service in this country… they usually charge wrong to the users and then you have only working hours to file a serious complaint…means exptraite must have to take leave from office and leave cost more than getting back wrong charges…hence, better to not go there. I lost thrice in this way and now I keep my plans so simple that no body can play around. Man! Pakistani telecom is still very caring and active. Believe me! I worked in Telecom and knows that how we cared and how there employees of Telecom knows ZERO… literally ZERO.

  • After switching to ZTE network telenor quality of call and network response also drastically went down. Shame on telenor

  • aesa he scene hai sub ke sath…zaleel krke rakha hua hai…bc en log ko paise bhe do aur zaleel bhe ho..:@

  • Bhot behtren. You have done a great job. I hope the guys at telenor get the idea and improve their services – that is to shorten the call timings and quick service.

  • Moreover its not just Telenor or mobile companies. A few days back I called Alfalah bank for my credit card queries and they kept me waiting for 32 minutes.

  • well I am the lucky guy here, I am postpaid customer too and they pick my call in less then 30 sec when ever i called and well i remember once they took 2 to 3 mins to pick the call that is the most waited time for me.

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