Tag Archives: Walk-in Center

You should be out of Business

So I landed in Dubai and slipped my UAE SIM card into my phone. Waited for the signal but there was nothing. It has been over w year since I used this SIM card. Number has been deactivated as it seems.

Let us run to an outlet and get a SIM card. And so we ran there. Literally ran there! I needed my phone up & running & I needed my data connection. It is weird how you get hooked up to the data apparatus.

I need to take a ticket and get in the queue. Nothing new and a normal good procedure.

NO! NO! NO! There are over 50 numbers waiting before me. I cannot wait all this time! Ok, then, let us run to the other operator & buy a new SIM card. After running across the mall & being out of breath, I had a line of about 15 people to wait to be served. I waited, and my friends waited with me. Once facing the agent, he explained to me that I can buy the SIM card now but will take till tomorrow for it to be activated. WHAT! Are you for real!

Run back to the first operator, wait over 35 minutes (a lot of people got bored & left) for me to be served. “Your number has been deleted by our system sir.” A new line is the only option & so it was. I bought my new line while I was surprised of such low telecom customer experience standards. It took me over 50 minutes to get a SIM card.

What happened to Accessibility to succeed in selling any product! What happened to the KPI’s of Walk-in centers?! What happened to a customer should not wait (with one MNO 50 minutes while for the other over 12 hours).

How come that a Du & Etisalat SIM card is such a hassle to find & buy?! All my resident friends have mentioned that it is a hassle to get a SIM card or to see a CC agent. I guess TRA should look into introducing a new player to the market to have some competition & put the heat on!

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.