Optional upgrade?
I got a call from etisalat that all systems users need to be upgraded and due to that, my monthly bill would be increased. I asked the representative if it was optional or mandatory. She said it was mandatory. So I agreed to the upgrade.
After five minutes, I got another call from etisalat for a confirmation of my request. I asked the same quesiton: whether it was optional. The representative in this case said yes it was up to me. So I said I did not want it.
The next day, I got a call from an etisalat technician who was waiting outside my flat for an upgrade of the system. I said I never requested for it. He said okay and went away. To my surprise, I received a Dh100 charge in my bill even though we didn’t go through with the upgrade.
I called etisalat and told them the whole story. I was told they were looking into my request and that I would get the update within seven days, but I didn’t get any call. Since then, I called nine different times and talked to nine different people. It took three months but my query to reverse or cancel Dh100 was never resolved and in the end, I had to pay. It’s not about Dh100, but about the service to customers.
From Mr Sa’ad Ahmad
Dubai
The management of etisalat responds:
Kindly note that after listening to customer (confirmation) calls with our sales team, our sales representative explained everything to him and told him that if he wanted to cancel the request, it must be done before the technician’s visit or he would be charged Dh100. The customer accepted this and the sale, saying not to cancel it, as it was explained through email. The technician visited him as he did not cancel the request.
The customer was refunded Dh100 for customer satisfaction. An SMS was sent to inform him.
Mr Ahmad responds:
Thanks for Gulf News’ interest in my complaint. I have got a text from etisalat saying the Dh100 has been credited to my account.
(Process initiation: July 10. Response from organisation: July 22. Reader confirmation: July 23.)
