I would be grateful if Gulf News could address an issue I am facing with etisalat, which is not getting resolved, despite me calling their customer care number, registering complaints and following up many times.
On December 26, 2016, I purchased a fitness band through etisalat, online. As a token of acknowledgement, they sent me a message, stating: “Thanks for the purchase, it will be delivered soon.”
Thereafter, the days passed without a response from them, and later, I decided to contact customer care. The reply was that they could not track my order. I then filed a complaint and it was open for one week. They closed it saying the item had been delivered, even though this was incorrect. I am frustrated. I called customer care again and they said they had no idea about my purchase. They refused to take down my complaint, since they claim this issue doesn’t relate to mobile or e-Life. Therefore, I decided to get in touch with them through social media. They registered a complaint again. Since then, I have been following up, but the issue remains open and nobody has turned up to update the status.
I hope Gulf News will take up this issue with etisalat on my behalf and try and resolve the issue for me.
From Mr Siva Kumar Reddy Goluguri
Abu Dhabi
The management of etisalat responds:
Thank you for bringing Mr Goluguri’s concerns to our attention. Mr Goluguri’s order was not delivered due to some mandatory information missing on the application form. The customer care team has informed him to cancel the order and a raise a new request, while providing him with a refund for the previous purchase.
Mr Goluguri can order the device from the website or directly from an etisalat office. The case is resolved and closed.
(Process initiation: April 18, 2017. Response from organisation: April 24, 2017. Process completion: April 24, 2017.)
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.
