No sign

I write this as a last resort and with much regret about the inconveniences caused from etisalat and continuous complaints that have not got answered upto now. I sincerely hope this would reach a reading eye and would be attended to. I am currently facing two issues without help from etisalat.

1. On July 22, 2014, I purchased a new package with iPhone 5S, upgrading my Wasel connection to postpaid package. Just from the following day of getting this connection, my data plan stopped working. After making numerous complaints and visits to etisalat branches, I have still not got the promised 4G connection for which I paid. The 101 complaint section keeps repeating the same instructions, although none of those instructions have worked and I have not managed to get the 4G data service till now. I have received an SMS saying problem is solved. But the problem was never solved and I have also sent a few emails to etisalat that have not yet been answered.

2. The second issue with etisalat is that I have applied for a Triple Play connection to my residence. Although I would have opted a different service provider after the above experience, there is no alternate choice here and I was compelled to still use etisalat.

I however applied for the Triple Play plan on August 25, from Al Wahda Mall branch. As per the receipt given by them, August 28, 4pm was the scheduled date and time for installation.

A representative from etisalat called me on August 26 and confirmed that a technician would come to my home as per the scheduled date and time. Even though I had many commitments for the weekend, this being a Thursday, I decided to have the line fixed instead and waited from 3pm to 8pm for the technician to arrive as promised. I made several call to 101 to get information about the technician and to get a confirmation whether he was coming or not. All these calls were in vain as there was no positive response from any representative and there was no news of the technician.

After spending hours waiting, giving up all other plans for the weekend, no technician has come to fix my line up until now, nor has anyone had the courtesy to inform me whether they were coming or not or when it is scheduled for. All I have managed to do is to have a representative finally lodge a complaint on this matter.

Interestingly however, the etisalat system indicates that the technician visited my place and I was not at home. This is absolutely not true as I waited especially for the technician during the whole of my weekend and even made several calls. There has been no technician who called me prior to any visit nor did anyone inform me they were not coming.

This has been extremely disturbing and the duration of ignoring my issues is unbelievable. I do not understand on what basis etisalat chose to completely ignore client requests and grievances. May I please know exactly when etisalat would contact me and install this package? When would etisalat reconnect my 4G package or cancel and refund everything?

From Mr K. Dominic Perera

Sharjah

The management of etisalat responds:

Kindly note that the customer’s issue was resolved.

Mr Perera responds:

Thank you for the email and also for taking on my case with etisalat. After much difficulty and many follow up calls, I’m pleased to let you know that the matter has finally been resolved. I really appreciate the support extended by Gulf News and wish you all very best for this good cause towards the residents of UAE.

(Process initiation: September 13, 2014. Response from organisation: October 12. Reader response: October 13.)

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.