Update: MBL called back and fixed our issues. Go MBL.
To summarize why Micronet has been successful, they did for DSL in Islamabad what NADRA has done with issuing passports.
In other words, they entered the market when DSL installation was a fairly complex, technical process, requiring a degree of technical know-how on the customer part, and made the entire process easy enough for the Average Joe to consider.
They did this both by focusing on making the installation process more transparent (i.e. dealing with PTCL directly so that the customer doesn’t have to) and also with excellent post-install customer service, by training technical people on human language (no, engineers dont speak that otherwise).
However, is their success getting the best of them?
We have been trying to call MBL SALES for over a week now because we WANT to give them our business but I am quite disappointed with their sales teams apparent lack of interest. Not only have they hung up on us (the nerve!) but we haven’t heard back from them despite three commitments to do so.
MBL: As you grow you guys really need to shift from being a basic DSL provider to being a business solutions provider – help me fix my smaller needs and I will consider keeping your pipes. The value of your pipes diminishes the day my business cannot do what it needs.
I hope you guys keep your first priority supporting your customers because I am getting closer to looking elsewhere for simple business solutions.
Disclosure : We have participated in some bids with MBL recently, but the opinions above are not influenced by that in any way. We really are waiting for their Sales teams to call us so that our system admins can stop waiting on them.