I have an eLife connection and two other mobile phone connections from etisalat. I relocated to a new place recently and don’t have proper mobile network coverage in the area. I am using this mobile connection since 2007 and the eLife connection since 2011. Since I was facing this coverage issue, I contacted etisalat’s customer care centre and they took down a complaint from me over the phone. This happened on August 22 and today is September 10.
Till now, not even a single person has taken responsibility for contacting me to check what the issue is about or what the solution could be. When I contact customer care on 101, I always receive two answers — first, that they will follow up, or second, that they will remind the technical team.
One day, I spoke to one of the supervisors, who told me he would call me back after 10 minutes, but he didn’t. When I called him back, he put my call on hold for 40 minutes and then disconnected it. I called him again and he did the same for 25 minutes and disconnected. So far, I haven’t had a solution to this problem and I would be satisfied if they could at least give me a yes/no answer. The most disappointing thing is that nobody from customer care has any commitment towards customers — they just hold the line and disconnect. It is like insulting the customer.
I hope Gulf News can find a solution for me.
From Mr Lineesh Babu, Dubai
The management of etisalat responds:
Kindly note that the customer’s issue was resolved after we installed a Femto cell device in the customer’s residence.
Mr Babu responds:
This is correct. Surprisingly, one day, right after I wrote to Gulf News, I received a call from etisalat and the next day, they installed a device which provides me with proper signal coverage. Thanks for the help, Gulf News.
(Process initiation: September 15. Response from organisation: September 20. Reader response: October 5.)
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.
