DU Customer Support Experience – The Worst Ever

October 8th, 2008 at 08:34am ibrahimo

I became suicidal today, yes, this was the worst 2 hours dealing with customer support in my life. I call customer support of many companies, there are great ones and there are bad ones, DU is simply THE WORST.

du-telecom-logoTwo Hours and I still did not get any info. Yes, I repeat I have spent two full hours and I still did not deal with my issue, I did not get any info, at all. The thing started when I got the "DU Call Select" device, I think they call it "Autodialer", am not sure. The phone number which was printed on the device and in the manual was 800155, so, silly me, I called the number and chose the Arabic language, after that I waited and waited and waited and…. you guessed it WAITED. I tried my luck in the English language hoping some human might answer and I waited and waited and oh! I suddenly heard a voice, could it be a human voice I said hello and the employee said hello… YESSSS!! At Laaaaaaast….

My dream came true and I reached someone and when I asked the first question he said "please wait" and the same obnoxious music started playing AGAIN, he didn’t even wait for me to say a word. I was thrown from one employee to another, don’t forget that until this moment I still did not ask any important questions this was only me starting a conversation. Anyway, eventually I reached another employee who was shocked why I am stressed and shouting, I told him why I was pissed and he said "oooh! you called the wrong number, you should have called 04-3905555" those are the ones who deal with landlines, but I made it perfectly clear I did not want help in "DU Land Lines" I want help in "Du Call Select" which has a device that when connected to regular (ETISALAT) landline you can call in DU’s rates.

He totally ignored my point and told me he is 100% sure that calling 04-3905555 will end my problems. So I called the number and after chatting for couple of minutes the lady tells me that they are not the ones who deal with this service and they deal only with DU Landlines and broadband and TV!!! So… She gives me another number, I call them praying that they can actually help or even answer my first question, but when I call them the guy says "Oh, I guess you made a mistake…", so I tell him "Don’t tell me that this is the wrong number, please do not give me another number", he laughs and say "well if you want help you should have called the number printed on the device, 800155"!!!!. I hangup, and laugh hysterically, non-stop tears run out of my eyes and I keep on laughing for around 15 minutes until I get myself under control and decide that this should be shared with my blog visitors & subscribers.

I think it is really a big big SHAME that a company such as DU has this low quality customer support, I believe that 800155 should be able to help current or potential customers in any matter ever, I like Etisalats new approach where calling 101 will lead you to each and every aspect and departments of the company. I am not saying that Etisalat customer support is fantastic but for sure they are million times better than DU. I also think that with DU not having such a great mobile service as everybody actually keeps complaining on the weakness of the network and mainly how crappy the reception is, I would have thought that they would be having a better customer service . Thank God that I do not have a DU card, my father and brother got it and they keep on having nervous breakdowns at least once a week.

Note: Please share any of your positive or negative customer support experiences with any company, especially Du or Etisalat.

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  • Mihail

    Is that you, Anatoly? )))

  • http://renual minaz

    i already transfer 60 dirhams but still mobile is not renewed i would like to know.

  • Suman

    I dont agree to this. I’ve had excellent support from du. They have been able to provide very good support and have been caring.

    du has been a company which has been caring and come up with offers. They have a new international recharge card. gives you 50% on recharge of 100.

    also they have new features and more. today, they have been ahead in technology and services. i like them.

    one more thing, du is the only company that gives latest music and arabic music. what about others, they dont have anything entertaining.

  • Anita

    i received good service from du. du delivered my auto-dialler by courier on the agreed day. I received a welcome call asking if i had any problem installing the auto-dialler. they also explained me how much i can save on my international calls

  • Andrea Anne

    Yeah DU customer support its not good. It took me more than an hour talking to them just to activate my email and they put me on hold for more that 10 times.

  • ali

    Du deffinetly offers the worst customer service ever, they put you on hold for more than 5 minutes for every question you ask.
    After moving to my new place i requested trasnfer of services, it took them a month and took me more than 25 calls to make an appointment and begged them to take care of the issue and finally they scheduled an installation date with me and they did not show up, they didnt ene bother calling, i called their customer service and complained and after waiting over 1o minutes on hold, i was transfered to back office supprt who said he would inquire about the matter and call me back ” HE NEVER DID” so i went to there media city office and spoke to a representetive there who said he will take care of the issue and even gave me his mobile number, he never called me back and i tried calling him a few times, his phone was switched off. I CANT BELEIVE THIS.
    Finall, i sent an email to the customer service manager who took care of the matter and appologized for the million mistaked they made and scheduled an urgent delivery for me, they showed up after 2 days, installed my services, the services were disconnected right after they left so i called customer service and and they gave me a coplain number and said that technical support would call within 48 hours, its been 4 days now, NO ONE CALLED.

  • http://ronislogs.com/ Paras Tolani

    I share a similar experience. I have three landlines at home, and got my self Call Select for all three numbers. Came home prasiing myself that the device is free of cost, and there will be huge savings. Apparently, only one of them got activated and the rest did not. No one could help over the phone and the solution was to go to the Du Business Centre in Khaleej Centre. Finally they solved the problem.

    The problem was only the first form filled was taken into consideration and the remaining two applicaiton forms were ignored. I blv the person processing the applications did not bother to flip through pages. Must have beeen lazy.

  • alex

    call select is overcharging. i found this when one of my friends told me about it. so, becaues i have my cell registered with them i took the invoce from my provider and i confronted the minutes with the minutes registered by them. surprise there, i had up to 5 minutes added per conversation. i called them and i asked for an investigation in their system. they checked, thanked me very much and told me that there was an error, that was solved and that everyting is under control now. guess what? they said the same thing to my friend in march 2009. i have the account with them for over 2 years now so i pulled out the invoices for the last year, same story. how is this possible in canada? i think that all their customers are overcharged. to whom should i complain?

  • angrycustomerbyDUservice

    DU customer support is the WORST in the world!!!!!!!!!!! Never use DU again!

  • angrycustomerbyDUservice

    DU customer support is the WORST in the world!!!!!!!!!!! Never use DU again!

  • Mr du

    Well what can one say about DU !
    I have been having problems with my tv picture freezing for the past 18 months,I must have waisted 4hours every week for the past 18 months on hold.Thats a lot of xxxxxx hours on hold.
    At one time they sent 6 people to my place so that they can all sit and observe the issue which they did.
    They replied oh yes you have a problem its the network! its to slow.
    I only waisted god knows how many xxxxxx hours telling these guy's thats the picture is freezing but they for some reason didn't believe me!
    Anway cut a long long long story short the problem is still there.
    Du are the worst company in the whole word for customer service and there technicians are good for nothing.
    But what can one du !!!
    I think du should du one!!!!!

  • Santhosh

    yes i do agree.. the worst custmer supper supprt i ever seen. du customer service executives as well as tele executives are for wasting the time and money of customers.. they leave us in very frustarted mode. when we're making the payment they'll say the service will be activated within 2-4 hrs. once the payment is done then the tele executive willl say first it will take 24 hrs then 48 hrs and so on…. keep on waiting after paying the money and time….

  • Rajukpp

    Yes Du is the worst Mobile operator I had the misfortune to deal with.They have cut my mobile line with a Credit of AED238 .Which incidently there automated system is yelling off till 14 th june 2010.
    The customer service people were very nice talking to but they just cant help with my money because 90 days I am over due recharging.

  • Alisonwalter

    We are having a terrible time with DU. We moved here from UK
    23rd August 2010. Our TV and phone line have worked a couple of days then stopped. They are now saying after countless phone calls and technicians that its a fibre optic issue and that someone from the technical department will be calling us, it never happens.
    We cannot change as the work needs to be done on the fibres for any tv to work so we are stuck in a rut. What a beautiful and wonderful place Dubai is but if only the one stress could be lifted it would be heaven ! what a let down ! We need help I am now searching for someone outside of DU to fix the problem any suggestions please ?

  • http://www.indianfoodrecipes.net Indian Food Recipes

    Du Service is worst in UAE and their Super 100, 250, 500 plans are worst in which they are providing free 100, 250, 500 minutes of international call. This is a false offer and practically it doesn’t work at all. When you will make any international call you will feel wavy sound and another person cannot listen to your voice. You will listen to breaking and delayed voice and you feel like doing voice chatting on poor internet collection and voice pitch goes up & down, it shows Du connects international calls through poor n cheat internet VOIP connection. They are charging high and providing cheap service. Never go for Du. I recommend to you if you want make any international call from your mobile & land line always use Etisalat. 

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