I am writing to Gulf News about du and the pathetic customer service they have offered me.
I have an issue with the mobile network coverage in my apartment — I don’t get any coverage while I am at home. Due to this, I have been missing out on a lot of important business calls. My initial complaint regarding this was raised on April 6, but even after a month apart, this complaint has not been resolved. I have launched several complaints via their toll-free number, emails, and have even visited their business centre in Mirdif City Centre. At first, I got a callback from them, and they asked me to make a call from the location where I am having trouble with the network, so that they can trace the network line. After doing that, their solution for me was to wait five to six months so that they could construct a new tower or something, near my area. I told them that this was not a solution, as I would be missing out on all my important calls while at home. I requested them to kindly provide me with a network booster unit, which is a small unit, that helps in boosting the network within a small area. They had already provided me a booster 1.5 years ago, which seemed to be malfunctioning, so I asked them to replace this unit for me.
Until now, there has been no response from their end. Not even a callback to tell me when my issue would be resolved. This has been so frustrating.
I would like to request Gulf News to take this issue, and to bring an end to my concern. A
From Mr Renin Thomas
Dubai
The management of du responds:
In response to Mr Thomas’s query, our team has informed the customer that he needs to have the port ready from his side, so that our technicians can install a booster device. The team is in touch with the customer to close the matter.
Mr Thomas responds:
Thanks very much for the intervention. I would like to highlight that the technician who came over to my house told me that the port was ready, but he would need a patch cable of about 10-15 metres so that he could connect the port located in my living room, to my bedroom. He clearly mentioned to me that the port was already there, and that all he needed was a patch cable, which has to be arranged from my end. I objected to this, saying it shouldn’t be difficult for du to arrange a 15 metre patch cable. After this, the technician again visited my home, but still insisted on me providing him with the patch cable.
Anyhow, my final verdict is that I do not want to keep raising this concern over and over again with du. Thanks Gulf News, for bringing my concerns to their attention.
(Process initiation: May 10. Response from organisation: June 1. Reader confirmation: June 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.
