The long fix

I am a senior citizen, veteran and octogenarian and have been using the same telecom company for landline services for over 35 years. Since its takeover by a major foreign company, the customer care services have continuously deteriorated. During the good old days, faults were removed within 24 hours. Now, it takes weeks. There has been a regular breakdown of my telephone line with the same fault each time: no dial tone. I lodged a complaint on October 17 and sent three reminders thereafter, twice talking to customer care officers. The issue has still not been resolved.

I also made 14 calls to the executive vice president of the company with no response. It has now been over 11 days since the problem began and there is no relief in sight. The company should evolve some sort of SOP to monitor the rectification of faults and a rebate should be given for the duration the facility was denied due to non-rectification of the fault.

Lt Col (r) Mukhtar Ahmed Butt

Karachi