Unavailable package
I have two grievances against etisalat.
Firstly, I bought a postpaid mobile subscription from etisalat’s customer service centre at Dubai World Trade Centre on October 29, 2014, in the evening, asking the agent to provide me with a package of Dh29 per month, which would give me 100 minutes of local calls. When the Sim card was issued, I was assured by two agents that the postpaid issued is with the said package.
However, after about two weeks, I was contacted by etisalat (101) and informed that my package was for Dh100 per month and not for Dh29, which I had requested for. Also, I was informed that the Dh29 package was not available any more. When I told her that I was not given proper information by the counter staff, I was advised to visit a service centre to get the connection corrected. I went to Al Khaleej Centre’s branch and registered my complaint and did so again at their Deira centre. Since then, I have received two SMSs from etisalat informing me that my complaint has been resolved, but it seems to be to the satisfaction of etisalat and not the consumer.
I did not receive any bill during November and when I received a bill this month, I learned that they have billed me for Dh236 for one month, when I was under the impression that my package was converted to Dh29 per month.
In both instances, while I was at the centres, I got the impression that the personnel manning the counters are not well versed with what they are selling or they don’t care about the subscriber enough to give proper advice or remedy to the complaint/issues.
My request to Gulf News is to kindly highlight this issue.
My second issue is regarding eLife Triple Play. Since about a year, I am having problems with replying to mails through my eim.ae portal, as when I press the reply button, the original message comes garbled, making it impossible to refer to the original message while answering.
After complaining on 101 and visiting the Khaleej Centre outlet a couple of times, the problem has still not been resolved. Since about a month, I cannot send an email as when the ‘send’ button is pressed, I am taken back to the login page. I really do not know whether my email is being sent through or not. This complaint was also submitted on November 22, at Deira centre.
When no action was taken for a while, I registered another complaint on December 10, on 101, and I was told that someone will attend to this problem within two days. I am yet to hear from etisalat. All the while my email is not working as it should, etisalat has been billing me for the full amount.
Now, I have reached a point where I am thinking of cancelling my complete eLife Triple Pay package and going for alternatives from else where. I request Gulf News to kindly take up my above complaints and help me to get proper service from etisalat.
I would like to point out that I have been an etisalat subscriber for more than 20 years with complete satisfaction. This indifference to customer problems seems to have crept in only of late. Expecting just and satisfactory resolutions to my above grievances,
From Mr Kasaravally Subrahmanya Ramesha
Dubai
The management of etisalat responds:
Kindly note that etisalat changed the rental charge for new postpaid since January 2014 and this rental (Dh29) is no longer available. It was deleted from our system so we can’t provide it to our customers.
(Process initiation: January 13. Response from organisation: January 20. Process completion: February 3.)
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.
