Service provider helplines

Dr Mark Bugeja writes:

'I would like to draw your attention to the need for a campaign compelling providers of telephony and internet services to create a helpline whereby customers can contact the provider (not a machine) and report problems or faults and have the service restored without undue delay.

'Such companies do not provide any means whereby a service can be restored after office hours, at weekends and on public holidays. This is highly unacceptable not only because such services have become essential, but also because the client continues to be charged for the service for the entire duration of the disruption.

'The only service available is an answering machine that allows one to leave a recorded message, without hope of having the service restored until business resumes. Students who need to research on the internet for school projects are left in the lurch, consequently having to accumulate work and present it late. A disrupted telephone service can prevent one from getting through to a doctor or any other emergency service.

'If one happens to be a doctor, there is absolutely no guarantee that a fault reported promptly through the available channels is given priority. I was left without a phone line for four days following the last storm when the fault was merely a blown fuse at the exchange. The line was finally restored on a Saturday night, an extraordinary service made available only after calling an influential friend of mine who was kind enough to intervene.

'To add insult to injury, the 800 freephone number dialled on a mobile phone, the only means to report a landline fault, is not free at all. After getting through the list of various choices, the caller is left on hold for several minutes listening to company adverts or music while incurring a pretty charge. How's that for customer care?

'This is deplorable and can have serious life-threatening repercussions. Consumers deserve a far better deal'

While thanking Dr Bugeja for his contribution, readers are welcome to send their comments. This is an important issue worth discussing.