Top du official to deal with customer complaints
'Trouble tickets' not resolved on time by telco staff will go to COO in new initiative
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 FaridF@du.ae, 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.
136 days ago
My comment is in relation to the Du subscription I have an being in Dxb as long as I have I know im wasting my time with this.
I opened a contract with Du which obviously has no baring as I was told they are increasing my package price and giving me 7 new extra exciting channels including a channel called Yala Hala. SOOOOOOOOO excited about this .Not!!!!! when I explained I had agreed a package and signed lots of forms etc for it and wanted to keep that package I was told very simply'" if you dont like it you can cancel your subscription"!
Customer service ha! Im off to watch Hala Yala!!!!!!
201 days ago
Don,t know what to say i am tired to dial customer service from yesterday and this is not the first time i am facing hard time because of using Du i pay my bill more then 24 hours ago and my number not working yet every time when i call they tell us with in one hour it will start work if any one want to loss your business and clients use Du because they don't want to relax their clients and i am using business plan this is unacceptable and shock
360 days ago
Opening up channel to the senior management is not the route to reduce resolution time. But taking up penalties on exceeding resolution time would have been appropriate an response. Is du willing to take up the challenge ?"