DU Customer Support Experience - The Worst Ever

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.

Two 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.

1 comment October 8th, 2008

Etisalat Unblocks Stumbleupon After Blocking it Couple of Days Ago

To those who do not know, Stumbleupon is a website that allows users to rate websites and share them with their friends and with other users who have the same interests as them. Just by installing the Stumbleupon toolbar on Internet Explorer or Firefox the user sets his interests and by just clicking “Stumble” he will be able to jump from one website to another, so for example if one of his interests is gardening he will come across gardening websites, then he can rate it and like that Stumbleupon will understand what the user likes and dislikes to refine choice of websites to be stumbled.

Web surfers in the United Arab Emirates got the bad news two days ago that Etisalat the largest Telecom Company in UAE have blocked access to StumbleUpon and users were getting errors when clicking on their StumbleUpon Toolbar. People were angry, mad, and all kind of bad feelings you can think of, all sort of people from your regular web surfer to the Web Developer, all did not like the news and tried to contact Etisalat and ask why is this happening, but you always would get your regular answers. Some Web Developers and Bloggers actually use StumbleUpon as a way to promote their websites.

But today morning, and like every morning (I know am addicted ) I clicked on “Stumble” button of the StumbleUpon Toolbar and was shocked that it worked, I tried again and again and it worked, then just to confirm it I went to www.stumbleupon.com just to check if the homepage would load fine and it did. So I hope this comes as good news to all stumblers in UAE .

2 comments July 8th, 2008