I’m reaching out to Gulf News as a distressed and frustrated customer of etisalat. I have been awaiting an installation since my registration on December 7, 2017. The purpose is to address the fact that the promises that are being made by etisalat are incorrect and in addition to that, there is absolutely no customer service shown towards helping an individual trying to avail of a service.

First, the sales personnel gave me incorrect information about the installation. After numerous calls and follow-ups made, with the customer service department and the appointment centre, bear in mind that not a single call was made by etisalat, and the service is yet to be provided.

The first appointment after raising my complaint, its team provided no clarity and I was asked to wait and call back. I was allotted a slot on December 17, between 8am to 1pm and the person turned up close to 1pm. The du and etisalat personnel were working in tandem to get this sorted. Due to certain network issue the IP address was not provided and therefore, the technician took all the devices and left with no specific timeframe or clarity. The next step was just to wait.

Neither the customer service department, nor the appointment centre could give me clarity till end of day on December 17, and I have been chasing them every day since then. During this time the etisalat customer service and appointment centre employees have disconnected the call on me and when I asked for a supervisor or a manager to discuss and close the concern.

Finally, I was allotted a time-slot of December 20, however, after four calls to the teams, I was yet to get someone to reach out to me and explain if there was a possible solution to my issue.

From Mr Ajitesh Tripathi


The management of etisalat responds:

Kindly note that the customer has already opened a complaint with the Telecommunication Regulatory Authority (TRA) and we have already sent our solution to them in January, 2018. So, we advise that the customer check with TRA.

Mr Tripathi responds:

Yes, this issue has been resolved.

(Process initiation: January 27. Response from organisation: March 13. Process completion: April 19.)

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.