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New SIM needed!

Reader has a faulty SIM card and requests a refund

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Gulf News

I purchased a visitor SIM card a month ago. Since then I have been experiencing problems with the SIM card. It would not activate and consequently, I wasn’t able to communicate. I have seen three or four representatives of etisalat and contacted them numerous times to fix the issue. Each time it would take them three days to resolve the problem. However, the problem hasn’t been resolved permanently. I still don’t have a working SIM card. The customer service agents keep promising me they will resolve it, but to date I haven’t received a call or email to simply apologise and explain what is the problem.

I requested a refund citing a faulty SIM card, but their representative informed me it was not possible to have a refund. This is appalling service and lack of customer focus. No refund or compensation offered for the inconvenience this has been causing me over a month.

I hope with Gulf News’ intervention will help me to address this issue appropriately and promptly.

I visited another etisalat branch in Sharjah. Having yet again explained my issues and requested a refund, the manager there agreed to give me a new SIM card – a new number essentially free of charge. I have waited more than a month to get etisalat to give me new SIM card.

I’m upset at the fact that since the day I reported this problem, I haven’t received any communication via email at least to update me or indeed to resolve the problem.

From Ms Lala Aliyeva


The management of etisalat responds:

Thank you for bringing Ms Aliyeva concerns to our attention. Etisalat customer care wants to sincerely apologise for the inconvenience caused. The team has got in touch with her to let her know that this was due to the delay in closing of the service request. She was provided a compensation credit to her prepaid account number. Etisalat has contacted her with the update, she is satisfied and the case is closed.

Ms Aliyeva responds:

Many thanks to the Gulf News team for helping me with resolving this problem. Yes, indeed your intervention was operational. The issue is resolved.

(Process initiation: May 14. Response from organisation: May 24. Reader Confirmation: June 6.)

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