Tag Archives: Activation

Bad Customer Experience from Leading MNO’s in KSA

So I decided to change from STC due to bad service. The reason for that is the lousy customer service by STC, whether through call center, walk-in centers, or online applications (especially while roaming). I have stopped services on STC and they still billed me for these stopped services. So I grabbed my phone and headed down the road to Mobily walk-in center hoping their welcome services & knowledge would be better!

To my amazement, the CC agent had to swap over 10 cards without giving us any reason for the delay. He was consulting with is colleague about the issue and not knowing what to do and why the system was not accepting the cards. We left and decided to come back after dark. On our next visit, the issue of the cards has been solved; however, upon activating the service, the CC agent (another agent) did not know what kind of data packages Mobily had!!!!!! All I could think about was: if this guy worked for me, I would fire him on the spot!

To add to my fury, I have applied for a package through USSD and it has been over 24 hours without any feedback from their system! I am not sure what kind of customer service does any of the two leading operators in KSA give. With such bad quality of service from both MNO’s, I am pretty sure that the poorest & most mismanaged MNO in Africa does not have such bad customer experience! I would have expected a lot more from a multi-billion dollars worth MNO’s.