Etisalat e-Life: The nightmare that wouldn’t end
Was this just all a dream? No, the nightmare that was Etisalat's e-Life connection process was real. After spending five weeks endeavoring to upgrade to Etisalat’s e-Life, Eva Fernandes is absolutely horrified and frustrated with what passes off as customer service and support in the UAE.
September 11, 2011 3:25 by Eva Fernandes
…our internet connection was disabled completely. There was absolutely no way we could connect to the internet.
After spending over 50 antagonising minutes with the very unhelpful call centre, we came to understand what had happened. The last technician who visited our humble abode had activated our e-Life wall unit (note: this is 5 weeks after the first phone call) but did not bring a router or cable to connect the computer to the socket—a fact he forgot to note in his report to Etisalat that he’d hooked us up with e-Life, which resulted in the disconnection of our AlShamil account. The company then assumed that the case was closed and nobody followed up. While on our end, that technician promised us he would be back three days later with the cable and router—silly us for believing he would.
FAXING DIGITAL COMPLAINTS
When we realised this saga wasn’t going anywhere we dedicated our entire weekend to calling up the extremely unhelpful and rather infuriating customer service. Our persistence paid off, because not long after an hour-long call on Saturday, did we get a call from a technician who assured us he would be at our apartment in a jiffy with the cable required.
Two hours later, when the technician showed up without a cable, it took everything in me, not to completely lose it. But dealing with Etisalat is indeed an exercise in endurance. Instead of blowing up, I got the specifications of the precious cable and popped out to the closest techie store and raced home with it.
So yes, five weeks, six technician visits and a dozen phone calls later, our apartment is finally hooked up to the fantabulous e-Life. The connection of the future that has the support staff of the past. And when I say past, I am not kidding. One customer service rep offered us a fax-number to gain some kind of cookey internet compensation.
Is it excusable to have such a frustrating support system in place that takes disorganised to the next level? Hardly. Is it acceptable that the country’s oldest teleco provider that has so aggressive…
(CONTINUED TO NEXT PAGE)