I am writing to register my complaint against etisalat. I seek Gulf News’ support to resolve this problem with them, as etisalat is not ready to cooperate at all and I am losing my money. I purchased an iPhone 5S (16 GB, silver) phone from etisalat in June 2014.
Since the day I got the phone, the device has been giving me problems. Whenever I turned on the personal hotspot to share internet with any other device, the phone began heating up. I called etisalat’s customer care to register a complaint, and they told me that I have to give my phone and it would take 4-5 working days to check and repair.
I did not have that much time due to my work, so I asked for any other option. Another option they told me was to use the phone without personal hotspot, which I did and the phone was running fine.
Recently, I had to switch on my personal hotspot to send some urgent emails, and again the device became very hot. It started draining the battery within an hour’s time. Even after switching off the personal hotspot, the problem continued. I called the etisalat customer care number (101) and they told me that I am a Prestige customer and they would send someone from the technical department within 48 hours, to take my phone. They even took my address details. After two days, I followed up, as no one came to take the phone. It was a new customer care executive who said their deadline to resolve a technical problem is four days and within that period, they would come and resolve. But even after five days, no one turned up. I had numerous calls every day with etisalat. Finally, I became frustrated and personally visited etisalat’s Al Khaleej business centre to give them my phone on October 3, 2014.
Even after giving the phone, no one contacted me. From the past two weeks, I am struggling to find an answer and waiting for their call. Every time, a new customer care executive answers and I have to explain this long story to every person again and again.
I have visited the business centre three times as well, but they say they have just sent the phone and will receive it from their technical team, and that they can’t help with anything else. Recently, five days ago, when I called their customer care again, they told me that the technical team has noted that the mobile phone was damaged due to a liquid seeping inside the phone, so it would not be covered by warranty.
They asked me to pay Dh1,150 to change the phone. I know that my mobile phone has never gone into liquid but feel they are doing this to avoid repairing it under the warranty. I even told them that I don’t like their service and they should return my phone in the same condition. However, they tell me that I have a postpaid contract and I will then have to pay Dh2,250 to exit the plan. I am stuck and feel cheated.
Please help me to resolve this problem.
From Mr Hasan Babat
Dubai
The management of etisalat responds:
The complaint in brief: The customer requested to change his mobile device due to an overheating issue, as it is still under warranty.
The conclusion: The mobile phone was damaged due to liquid going inside the phone (see picture).
The final outcome:
1- The customer’s complaint is invalid.
2- The customer has a choice to accept or reject the EMS offer to repair the device (if applicable) with additional charges because the device is out of warranty.
3- The customer has been updated.
(Process initiation: January 5. Response from organisation: January 7. Process completion: February 11.)
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.
