In a recent move, Micronet from Islamabad is offering its premium home customers (i.e. those with 1.5 GB accounts) free dialup internet accounts in case their DSL line is disconnected on technical faults from MBL.
I suppose that is considerate of them. The problem is many of the technical faults that MBL cannot solve in a short time is related to the copper phone wires that are deteriorating past their age, and even dialup wouldn’t help in that case. I wonder what network changes they’re making to expect more frequent interruptions from their end (if they are…)
What would be interesting to know is how much will MBL Customer Service negotiate with the customers to declare that a fault is indeed theirs. Anyone who has had the specific experience for asking for this should let us know.
I say this though because people from the U.S. are all too familiar with this. Insurance companies, credit card companies and even cellphone and DSL operators will offer very nice and supportive “customer-centric” packages but then put you in a virtual court when its time for them to admit their mistake.
Even Apple Inc — actually all laptop makers — will typically offer an attractive insurance on a new purchase but then sometimes refuse to fix defects on the basis that “those are your fault so Apple cannot be made liable for these damages to the laptop”.
Websites such as The Consumerist actually give out strategies, tips, articles and data to people to prepare them for calling these companies and getting some actual help.
Hmm… maybe we should have a Consumerist equivalent for Pakistan – all we need is a way for people to open up and start reporting these things, and a blog like this could put it up front and center for the world to see.