Top du official to deal with customer complaints

'Trouble tickets' not resolved on time by telco staff will go to COO in new initiative

Tags: Emirates Integrated Telecommunications Company United Arab Emirates
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Top du official to deal with customer complaints Du's COO will become involved in unresolved customer issues, the telco says. (ITP Images)
By  Andy Sambidge Published  May 26, 2012

UAE telco du is giving customers the opportunity to take their grievance to the top by opening up access to its chief commercial officer.

The telecom operator, which competes with Etisalat in the UAE, said the move was part of its efforts to improve customer care.

It said in a statement that customers who have not had their "trouble tickets" resolved within du's service-level agreement - which is 48 hours for non-billing issues and seven days for billing-related issues - can share their issues directly with Farid Faraidooni, to receive his personal attention.

The disputes can be forwarded to the CCO, whether it is related to du's TV, internet or landline services, du added.

Trouble tickets are issued when the customer calls du's Customer Care to first report their problem.

Faraidooni said: "I am very excited to have opened this new channel of communication, as I have a personal interest in looking after the issues that our customers may face.

"We are making every effort to continuously improve our customer care services, and it is my intention to dedicate my time to ensuring that any issue not resolved within a timely manner will be dealt with in the quickest, most satisfying way for our customers."

The new channel is open exclusively to home customers with trouble tickets that have not been resolved within the SLA period. The service will be extended to other segments in due course taking into consideration the feedback received, du said.

There are two ways in which the COO can be contacted. Customers can email their issues to, or by SMS to 1515 from their du mobile.

In both the options, the trouble ticket number needs to be indicated along with a summary of the issue. Faraidooni will then personally look into the customer's issue, and will call them with the outcome, du added.

1280 days ago
mohammad mohsin

Sir, Without any reason du suspended my number for last 3 days.when i contacted to near du branch they told me call this number043642567.but nobody is answering in this me 0559167927

1302 days ago

Dear Madam/Sir,
On 27/12/2014 at 1425PM i visited ,DU at khaleej center-dubai for replacement of SIM card, it has stopped working in USA for unknown reason.(my token no was B224). I understand ,DU are gives last priority to SME customers, first other customers are attended by jumping token numbers and then business customers! my number came after token no 275 was called. Upon asking your staff at counter no 4, i was told un-politely to wait, I am business customer .Again after arguing with other staff ,for not following serial token number, he has no satisfactory answer.Ffinally my turn came at 1615(after 90minutes!! And just for getting replacement SIM CARD?).Tthere is no sufficient seating arrangement, it seems like an unorganized mess. It is unexpected from DU which started on a good note.(This is not my first complaint )
2)for elite plan ,on balance inquiry of rewards on 1233, we are getting s out dated 4-7 days old balance. DU understands value of each second better than us,free time balance should be updated to last second).I have been told several times during past few months there is issue and it is being resolved?.
Being well-wisher of du, i request you to review your way of dealing with customer
G Kukreja

1329 days ago
Muhammad shafique

Hi sir,
I have one complain to du.
Du has issue the postpaid sim card on my name without my information. I was not there also i was out of country so now they are asking for the bill somebody use this sim card .
I dont know how use this sim & without my presence how they issued post paid sim. I have proof & complaint to your head office du to media city but no responce.
Plz. cont. with me & solve this problem.

Muhammad shafique

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