Etisalat / deficiency of Etisalat
1- I bought a usb modem zte Etisalat last Sunday 21 Nov 2010
2- I went home to start using my usb so I followed the instruction known
3- I faced a problem on Etisalat portal during activation so I called customer support
4- After briefing the support agent, his recommended solution was to wait 48 hours till I can activate my usb modem
5- 48 hours later, I tried activating it again, the error was on Etisalat portal, when I tried to activate it says already activated and when I try to navigate the internet it says activation required so I called customers support again
6- Customers support said : “ there’s a problem and the IT department is the only department who can solve this issue and they are gone now so please give us 24 hours and the issue will be solved
7- 24 hours later, I tried using it and it gave me the same error “ activation required “ when I tried activating it, it said already activated
8- I called the customers support again, and after briefing the whole situation and I am really upset, his answer was “ I tried activating it and there’s an error that we cannot see the data in activation section, so please give us 24 hours to solve it for you “ so I requested that someone from the back office for complains or activation to call me and send me a detailed mail for my case and action taken to be solved at 9 am today since they start working from 9. Am
9- I waited till 11 am and no one answered to my complains or my needs so I called again and the agent said “ I will double check if its possible and I will get back at you “ and she called telling that she sent a formal mail to the department which supposed to be contact me soon and still waiting
10- And what made me laugh is when I tried to send the complaint; the website gave me the following error for 15 tries “The server is too busy now. Please try later.
الخادم مشغول الآن الرجاء المحاولة في وقت لاحق “
11- I doubt u will take any action to satisfy a regular client but I maybe helpless but I will not be hopeless
12- There’s no address for the headquarters on your website or any phones numbers to reach any kind of departments, what kind of policy is it .is it to deal with stores only, how to reach you ? through mails ?
That’s a huge number of calls to activate a usb modem and I know that’s it can be activated in the same day of purchase. I don’t know what is the policy of Etisalat toward the clients but I am quiet sure that I can find a solution and my best solution to go back to store and get my refund back.
But as Etisalat gave me hard times for 5 days, and I already have bad experience is front sales end in stores or even to reach PR Department. So I decided not to be helpless and to take an action for these acts and to represent any other clients that had faced problems with Etisalat
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