I was charged Dh100 for phone service visit

Unwelcome service charge

I am a Du customer for almost four years now, for mobile, landline and broadband. Last year, our landline phone stopped working, which was given free from Du during the initial connection time. We called customer care and requested help; they said they will send someone to check the same. Within days, a person showed up to check the phone and advised us that the complaint is with the phone, which needs to be replaced by us, as Du won’t take responsibility for replacing it. I thought it’s fair deal and signed the paper he gave me. Same day, we bought a new phone, which solved the issue.

After a month, I noticed an extra Dh100 has been charged on the Du broadband bill, for service executive visit. I immediately called Du customer care seeking the cause of this billing. Customer centre executive responded that Du will charge a service fee of Dh100, if the issue is not because of their service or fault. As the fault was with the landline phone, they will charge Dh100 for the service visit. The service visit is free only if the service fault is from Du. I responded that, it’s they who suggested that one service person will visit our home to correct the issue and it didn’t solve the issue and we spent money buying a new phone. Still the customer care representative was reluctant on hearing my argument and a complaint was not registered, as it was per their policy.

I was unfairly charged Dh100 for the fault, which was not because of us. It is the customer centre who advised us that the service person will visit and clear the issue and no mention was made on the Dh100 charge policy, if the issue was not because of Du service faults. Please help me Gulf News, to get my money back.

From Mr Sajith Bichu

Dubai

A spokesperson from Du responds: In response to Mr Sajith Bichu’s query, it is part of Du procedure for the contact centre agent to inform customers of the charge for the technician visit if the issue is not found to be within Du’s remit. Furthermore, we keep call records for a period of one year as per our standard process. Since this query was filed over a year after the incident occurred, it is not possible to track the call record. We apologise for any inconvenience Mr Bichu may have faced.

(Process initiation: July 27. Response from organisation: September 7.)

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