DU review: Complaint regarding unprofessional conduct at Madinat Zayed DU Branch

I am writing to formally raise a complaint regarding an incident that occurred at the Madinat Zayed DU branch during a recent visit.

My family and I visited the branch seeking assistance with an ongoing issue involving repeated internet and Wi-Fi disconnections. We spent over one and a half hours attempting to resolve the matter. Upon arrival, the staff member at the front desk informed us that no in-person customer service was available and advised us to contact customer service by phone instead.

We followed this instruction and contacted customer service while at the branch. Unfortunately, after spending considerable time on the call, no solution was provided. As a result, we requested to speak with the branch manager, Mr. Mohammed Sheikh Nazeem.

While explaining the issue, Mr. Nazeem asked for details regarding the service and the nature of the internet interruptions. During the discussion, I mentioned that the internet performance had been problematic since the beginning of our subscription. In response, Mr. Nazeem stated, in what appeared to be a mocking and dismissive manner, "If there was an issue from the beginning, why didn't you switch to Etisalat?"

I was surprised by this response and asked whether this was an appropriate way to address a customer seeking assistance. Rather than addressing my concern professionally, he replied that he was "speaking in plain language" so I could understand, and further suggested that I should simply cancel my service and move to Etisalat.

I find this behavior highly unprofessional and unacceptable, especially from a branch manager representing DU. As customers, we visited the branch seeking support and a solution to a service issue. Instead, we were met with dismissive comments and recommendations to leave DU altogether.

In today's digital environment, reliable internet service is essential, and customers should feel comfortable seeking assistance when issues arise. Being mocked or dismissed when attempting to resolve a legitimate concern is not the level of service one would expect from a leading telecommunications provider.

I respectfully request that this matter be reviewed and to ensure customers are treated with professionalism and respect in the future.

Thank you for your attention to this matter. I look forward to your response.