Poor Cutomer Service

When it comes to a monopolistic market trend it is the customer or the end user at that end who suffers the most. Poor competitions is not only far from being a consumers market but rather far from being productive and quality conscience as well, with the woes of the quality not ending an limiting to the sale or production of the product but also deepening up to the customer care and support as well.

Recently I had been to India where you can get a 128 kbps broadband connection on your mobile phone with a limit of 2 MB per month for less then a 100 INR or say 2 USD. The connection would be off course over the 3G and can be used on a laptop provided your phone has the proper supports. The other mobile services are so cheap with a second wise pulse billing going down to a paisa per second, the Indian market is booming with so much competition around.

Back in the UAE the monopolistic trend prevails with not much competition to look at when it comes to the Telecom sector and it is far from being a consumer market. I happened to visit the Etisalat Main Branch in Sharjah for registering a few .ae domain names, which cannot be registered other wise, such as over the Internet. There were 12 counters with only 4 of them active and it took me about an hour to get the 2 out of the 3 domains registered. The remaining one was available when checked on the NIC and aeDA websites but could not be registered because of some technical problem in the Etisalat system. For which I had to go to customer service and report the matter so that it could be escalated to the IT Department, which took another hour just to be informed that it would be solved in 3 working days.

On returning home it was discovered that the sales lady over the counter had made a mistake while entering the email address of the Registrar of one of the domains. Therefore I called the NIC helpline to know that they could not help me and that I would have to visit an Etisalat branch physically or send down a fax for the problem to be solved in 3 working days. I chose the first option and visited the branch the next day. 12 counters and 7 of them working. It took me another hour to get the mistake corrected.

On asking about the domain for which I had raised a request, I was told that the issue was still pending to be resolved by the IT department, even after 24 hours. Such is the quality of customer service you get when there is no choice left.

A request for the reader not to mention the so called competitor Du which is not better. Look  at its twitter notification service which is dead since a few months and all you find @dutweets are excuses.

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