Service disruption
I have been facing a lot of trouble due to etisalat. I had a package and wanted to cancel it. So, I sent an email to etisalat informing them of the same and after four days, I received the response that I would need to visit an etisalat business centre.
If they can sell packages over the phone, why can’t they cancel them on receiving an email request from a customer? Anyhow, I went to one of the business centres and repeated the story. The outstanding bill was Dh400, but the agent asked me to pay Dh600. I was surprised, as he mentioned that he can’t proceed if I don’t pay Dh600. I then paid Dh600 just to cancel the package.
After two days, I received an email that my package had been cancelled and the due amount was Dh400, so now I had an amount of Dh200 as credit. This showed that I was cheated by the representative at the business centre and I went back and showed them the email. A nice agent there advised me that my account was clear and there is nothing for me to pay back, and she asked me to please disregard the email to the other representative. But, she couldn’t help me.
I am using eLife as well, since November 4, 2014, which disconnects each week and I have to call 101 for the same. It has become unbearable and so, I called on December 27 to talk to a manager. My number was taken down as no one was available, but till date, no one has called me.
This is how etisalat is treating me. I can’t do much, but I can stop using these services, as I want my peace of mind.
From Mr Shaukat Ali
Dubai
The management of etisalat responded:
The case is resolved and closed. The customer claimed against the quality of service for his television and landline and the difficulties he faced, to speak with a manager. The technical issue has been rectified. Dh119.67 has been refunded against the non-operational period. In order to satisfy the customer, a save offer of Dh50 for three months has been added to his eLife account. The customer has been updated and he is satisfied now.
Mr Ali responded:
Yes, the problem was resolved. I just need the service to work properly. I am hoping that no issues occur again.
(Process initiation: February 2. Response from organisation: February 9. Reader confirmation: February 12.)
