Pakistan is perhaps the only country in the world where private-sector service providers use a carrot-and-stick approach to ensure that their customer base remains intact. I have been facing the issue of unstable internet connection (provided by PTCL) for a week now. On Thursday (February 8), when the problem first occurred, I wrongly assumed that the disruption was caused by the suspension of mobile services across the country.
But when the problem persisted for a couple of days, I decided to lodge a formal complaint. The response was immediate – impressively quick – but the problem did not go away. I was then told by the company representative that the router had to be changed for an additional fee of Rs3,000 (a need that arises every 18 months). Now, if I decide to discontinue the service, I’ll have to submit the existing router to the PTCL office. In case of delays, the company will keep billing me for the non-existent internet services.
The support staff applies delaying tactics to ensure that the service is not disconnected, and the billing cycle goes on without any hiccups. Now, I can give in and buy the router again or pay the monthly charges plus the transportation expense, deposit the device, and look for other services. The former is a convenient option but a victory for the bully. What should we do now?
Aimen Siddiqui
Karachi
