Channels not working
I have been trying to resolve a complaint with etisalat, but they aren’t able to resolve my query. I took a package costing Dh569 a month, and the correct channels aren’t working.
The service to get me started as a new customer has been dreadful. After subscribing in etisalat’s Dubai International Financial Centre (DIFC) branch, I was promised that someone would call the same or following day to make an appointment with an engineer.
I went back to the branch and the first person I saw was more interested in looking at his emails rather than talk to me. I had to go to the branch because the call centre agent told me on a Saturday morning that they had problems with their system and couldn’t help. I asked for a call back but he said they couldn’t call customers.
I asked and it was confirmed that Sky News (the English version) was included in my Dh569 package, however it apparently is not.
I also received the incorrect username and password by email. Then, one night, I spent over 1.5 hours talking to different people on the phone, trying to resolve my problem, which is that the incorrect TV channels are showing (elements of the Western basic and OSN Entertainment package aren’t there).
I was out for dinner at 9.45pm and was told by phone that an engineer could come over. We agreed that an engineer would drop by at 11am.
I took a half day off work on the day. No engineer came and I also spent 35 minutes on the phone trying to get help. The first agent was having problems with her system (again) and didn’t want to put me through to a supervisor. Eventually, she did, and I’m still waiting for an engineer to call me back, having spoken with the supervisor.
I sent emails and tweets to etisalat’s customer care, wherein I just got a holding response, rather than details of how they are resolving my query. No one wants to actually take accountability to resolve the issue from start to finish.
Given the inconvenience, I’ve asked for compensation for the catalogue of errors and time spent on this, but people at etisalat just ignore the question when I put it to them. I also should not have to pay for services that I haven’t received. Please, can Gulf News help me?
From Mr Marcus Bailey
Dubai
The management of etisalat responds:
Thank you for bringing Mr Bailey’s concerns to our attention. Etisalat customer service team would want to apologise for all the inconvenience caused and has taken immediate action on the same. The service team did also try contacting him for a long time as he was not available and travelling out of the country. Mr Bailey was provided a save offer as a compensation and this should be reflected in the next billing cycle.
Mr Bailey responds:
They have now closed the issue. I was out of the country for three days so a ‘long time’ isn’t accurate. The discount wasn’t applied for two months but has been now, after further correspondence. Thank you for your intervention.
(Process initiation: February 23. Response from organisation: March 28. Reader confirmation: April 11.)
Editor’s note: Do you have similar issues that you would like to raise with us? You can write to us at readers@gulfnews.com.
