PTCL: Falling Profits and Poor Customer Service

Is there a connection between falling profits at PTCL and its poor customer service? I intuitively know that its true.  PTCL has shown virtually no effort to improve its customer service over last years. Forget all the marketing hype, press releases and other stunts like “hello to the future”, it remains ignorant and oblivious to the pains of its customers. If not for their customers, they should do it for the one reason they exist: to maximize profits.
What do you think is the reason that PTCL can’t get its act together: Management, employees or its culture?
PTCL recently announced its financial results for the 2nd quarter from 1st October 2010 to 31st December 2010. The company announced a net profit of Rs. 1.94 billion compared to Rs. 2.78 billion recorded in the same period last year. That is quite a drop in income. PTCL half yearly net profit for year 2010-11 stood at Rs. 4.02 billion compared to Rs. 5.35 billion for the preceding year.
What did PTCL achieve during this period?

• Launched IMEWE submarine cable—13000 kilometer of  fiber optic submarine cable traveling through three continents to interconnect South Asia to Western Europe. IMEWE along with PTCL’s previous two submarine cables namely SMW3, SMW4 holds the status of a backbone for country’s telecommunication infrastructure.
• New PTCL’s Data Centers in Karachi and Lahore, which are designed and built to accommodate comprehensive data in a secured, managed and climatically controlled environment. These internationally certified and recognized Data Centres benefit PTCL’s customers in terms of cost-effectiveness, efficiently of processes and scalability of needs.
• PTCL has also worked on the network expansion in the financial year. The Pakistan Internet Exchange (PIE) has been expanded by establishing an international presence. PTCL has also planned expansions in areas, which were not served before through USF subsidy.
• Rolled out a brand newly designed website