Teething trouble for second Telco
Du has admitted to "challenges" in its services delivery, following a string of customer complaints about poor service since it went live last month.
Du has admitted to “challenges” in its services delivery, following a string of customer complaints about poor service since it went live last month.
Complaints about the fledging UAE operator include delayed SIM card delivery, no response from call centres, and problems with making international calls.
“As with any new start-up, there have been some challenges in du’s ongoing effort to provide customers with the optimal telecommunications service and experience,” the operator said in a statement to IT Weekly.
“Du is investing significant effort and resources in making sure no stone is left unturned in ensuring customer complaints are resolved immediately and efficiently.”
The company declined to reveal the number of complaints it has received.
Users on IT Weekly sister site arabianbusiness.com complained of a lack of coverage, problems making international calls, difficulties in getting through to the call centre and late delivery of SIM cards.
“My advice to all readers is don’t ever think of abandoning your existing Etisalat SIM, you would be left high and dry,” a user said, while another complained that du’s help lines “are a complete waste of time.”
In an exclusive interview with IT Weekly last week, Osman Sultan, du’s CEO, said the operator was experiencing some problems due to “optimisation” of the network in its launch phase. “We recognise that this optimisation creates some disturbance, some dropped calls but this means the network is improving by the day,” he claimed.
IDC analyst Mark Rotter said “some teething issues” were not surprising given the network’s complexity.