Misunderstanding
On September 29, 2013, I accepted a telephone offer from Etisalat sales representative to upgrade my eLife Double Play to eLife Triple Play with a special offer for Basic plus Asian package.
On the same day, the Etisalat technician installed the Etisalat Set Top Box (STB) for the services and advised me that the services would work in a couple of hours.
Unfortunately, the Etisalat internet and television package stopped working after a couple of hours. I called the technician on his mobile phone and learnt that he had closed the installation job order without confirming with me if the services were active.
I logged a fault call. After two days the services were reinstated, but some channels in the promised package were not available. I was told to raise another fault call for this issue. The technician told me that he does not know why this is happening and that he cannot help me resolve the issue. Since October 16, the television services have stopped working again and there is no solution offered by Etisalat.
During one of the numerous calls I have made to Etisalat call centre, I have been advised by its agent that I will be billed for the services, even though it does not work. To add insult to injury, even after 10 days of installation, the services work on and off or are completely unavailable. I am disappointed by this level of professionalism of Etisalat.
I will appreciate it if Gulf News can help advice me on getting these issues resolved.
From Mr Cosmas J Silveira
Dubai
The management of Etisalat responds:
Kindly note that Mr Silveira’s issue with Etisalat was solved and the customer confirmed.
Mr Silveira responds:
My reported issues are finally resolved to my satisfaction. On December 10, an Etisalat agent called and informed me that the issue is finally resolved. It appears that there has been a misunderstanding on the availability of channels in the packages I had subscribed. The agent apologised for the inconvenience caused to me and said that they hope I continue with Etisalat as a customer. As a resolution to my reported issues, I have received a refund of Dh81 equivalent to the days the television and internet services were not available to me after the new installation. Additionally, they have also offered me a discount of Dh100 on my current bill and subscription. I have to admit that I had given up hope of getting the issue resolved, but with the intervention of Gulf News, I can finally close the issue. I would also like to thank Etisalat for understanding and finally getting the issues resolved satisfactorily. I look forward to better service in future.
Waiting for connection
I have given an application to migrate from Elite Super 250 Plan to Business Super 200 Plan on October 13. I have paid for the cost of a mobile phone and Nano Sim card for the plan, which was subscribed to me by the customer service agent. This was done in Du office in Hamdan Street, Abu Dhabi. I was told the connection will be activated on the same day or the next day, otherwise after the holiday. Several calls to customer service support were gone to vain.
On October 16, I got a call from the same office where I purchased the phone and they informed me to pay Dh100 more, which was mistakenly under billed to me by the service agent. They told me to pay it immediately, for them to be able to provide the connection. So I paid it on the same day at 11am, and the agent who received the money also promised that the connection will be done on the same day or day after. On October 17 at 11am, I called the office again and they told me it will be done before 6pm. Since it is not yet activated I cannot use my new phone, for almost two weeks.
I don’t understand why Du is shutting down their operation during the holidays and not providing the essential service to the customers. They can have a third party service contract to complete the pending applications, which were accepted by Du before the holiday. My several attempts are in vain and I don’t know what else I can do on this subject to activate my connection. I request you to intervene in this issue.
From Mr Boban Thomas
Abu Dhabi
The management of Du responds:
In response to Mr Boban Thomas’ letter, we are pleased to confirm that the matter was resolved to the satisfaction of the customer, and his number was successfully migrated from the Elite Super 250 Plan to the Business Super 200 Plan.
Mr Thomas responds:
Thank you Gulf News for the follow up. After a lot of chasing with Du and several personal visits, this has migrated as instructed. One problem remains, as they did not upload the remaining unit from the previous plan to my present plan. It was said in the initial stage from the Abu Dhabi office that the remaining unit also get migrated. There is no compensation for the same as the charges were taken from me earlier. As of November 7, my remaining free units with Elite Super 250 Plan are 109.8 international minutes, 121 international SMS, 37 national SMS, 138.6 MB national data. These free units will expire on November 7.
Du responds:
In response to the further inquiry from Mr Thomas, we would like to clarify that free units need to be availed within a limited period following which they expire automatically. Upon transferring to a new account, such as moving from Elite Super 250 Plan to Business Super 200 Plan, any remaining free units from the previous plan are cancelled. In this instance, Mr Thomas received new free units from his Business Super 200 Plan.
Editor’s note: If you have similar consumer complaints and wish to raise them with the newspaper, contact us by email at readers@gulfnews.com
