Pay TV platform apologises for delays

The ADD pay TV platform has apologised to customers for delays in dealing with their calls. Problems have been caused by a massive boost in subscribers for the FIFA World Cup.

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By  David Cass Published  June 5, 2002

World Cup fever is hitting the ADD Pay TV platform in more ways than expected. The soccer extravaganza taking place in Japan and Korea has been one of ADD’s most successful marketing tools ever. Thousands of new customers signed up in Saudi Arabia and the UAE during May – but now it is clogging up their call centres.

Less than a week after the tournament began ADD has issued an apology to the thousands of customers who are experiencing long delays in getting through to the call centre at Jebel Ali in the UAE. Vice president of marketing and network development, Vinod D’Mello said that the company is working overtime to restore normal customer service.

He blames the delays on the massive interest in the world cup coverage carried by Arab Radio and Television (ART), saying, “Our call centers & operational teams are working 24 hours shift and all activations will be handled within 24/48 hours but we still request subscribers to confirm their subscription immediately to enjoy watching every exciting game.”

Some customers are complaining that they have lost channels from their packages since the launch of ADD’s new flexible options scheme earlier this year. D’Mello says, “Since the launch of flexible subscription options we have actually added more channels including the move of all 11 Star Channels to the ADD platform.

“With the introduction of Star Chanels we had offered our existing subscribers a chance to sample Star Channels for a period of 60 days and requested them to upgrade to continue watching their favourite channels. When this finished those that did not avail themselves of our new offers certainly found that they had a reduction in the number of channels – but this was perception not reality as the channels were for a limited period of viewing only.”

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