Friday, October 09, 2009

An apology from Etisalat!

A company lets its customers down by not delivering the service it promises and for which they pay.

It apologises publicly.

Hardly worth commenting on.....except in this area where the normal procedure is to say nothing hoping that ignoring the problem will make it go away. Only if pushed do you then comment, to deny that any problem exists.

I came across this full page ad in Gulf News this morning:

So for once a thumbs up for Etisalat, for at least breaking with tradition, admitting there was a problem and apologising.


rosh said...


Anonymous said...

Vague. What is the apology for?

Jad Aoun said...

How about this for 'breaking from tradition':

SIM card stops working. Call Etisalat. They send me a new one in 18 hours by Empost. GREAT! All I need to do is give Empost a copy of my passport for verification purposes. HURRAY! Stick SIM into phone and got the following message: SIM INVALID. Call Etisalat. "Yes sir. Once we receive the passport copy from Empost and verify who you are, we can activate your SIM card". That was 24 hours ago.
The fact that I used my credit card to purchase the damn SIM and that I requested the SIM through Etisalat's Online Service system (which requires a username and password to access) is not verification enough!!!!

Sorry, but I had to vent.

Seabee said...

Jad, that's more like their normal service.

Susan said...

am I in an alternate universe?

Anonymous said...
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Anonymous said...

Etisalat's service is horrible. I'm an Emirati studying abroad, and the services offered in the U.S. by the phone company are substantially more competent than those offered by Etisalat.
This problem of lack of proper cellphone network coverage coincided with my return to the U.A.E. from America, and I was very appalled to a point where I never even bothered to carry my cellular with me. So atrocious!