Your Complaint: Call for service

Mr Jossi John of Dubai says:

I applied for E-vision and fixed telephone connections from etisalat as I have moved my home to a new place within Dubai. It has been more than 15 days since the technician did the installation, but both the services haven't been activated yet and none of my follow-up calls produced any results.

I requested for an external shifting of my old telephone number and they assigned me another number on April 11, 2010. A technician reported on April 15 and he did the installation on the same day and promised the line will be active by next day. Till now nothing happened and all my follow up calls receive the same response: "Your complaint has been forwarded to our technical department." Also, I heard from the customer service department that my new number is not yet visible in their system, the old number is still appearing, although it is inactive. I personally visited etisalat office and according to them, it is still under process!

E-vision did the installation on April 18 and the technician guaranteed that all the channels will be available within 24 hours. Now it has been nearly 15 days and the situation remains the same, though my credit card was charged with Dh405 on April 15. My follow-up calls didn't bring any result and hence I visited their office last week to find out the problem as the "technician installed a wrong device and it will be replaced with a new device soon". I don't know how many more days I may have to wait again to get their mistake corrected, even after making an advance payment.

I never expected this sort of irresponsible and unprofessional approach from etisalat. I am left with no other option except waiting for their mercy!

The management of etisalat responds:

Kindly be informed that both services (phone and E-vision) have been shifted for Mr Jossi John and customer is satisfied with our service.

Mr John responds:

Finally, my telephone and E-vision connections are activated by etisalat. Thanks to Gulf News! It is sad to say that etisalat took more than 40 days, more than 15 follow-up calls from my side, and most importantly a media complaint to be lodged through Gulf News, to correct their own mistake which appeared to be a minor negligence of their technician, which they finally corrected in 30 minutes.