You might remember my post from a couple of week back, about how horrible my Zain Jordan phone line has become. The problem with dropped calls, repeatedly getting network errors and having to dial three times to get through has gotten so bad a week ago that I decided to complain to customer service.
I told them that it has become a real embarrassment for me to use my phone to talk to clients. During a call with one of my clients, the line dropped 4 times. We decided to move to the land line.
I was promised that someone will follow the problem up. After a few days I got a call from the “follow up” department with the following, UTTERLY UNBELIEVABLE answer:
“Sir, the problem with you line will be solve by 8 November, maximum.”
“Are you joking?” I asked. I made it clear that I have a 2000 minute plan with them. That I use my phone for business and that this answer was not acceptable at all.. Your are expecting me to wait for around three months for this huge problem to be solved?
“We’re being honest here. We don’t want to tell you we’ll be solving it tomorrow and disappoint you”..
I still thought that I am not hearing right. Then I demanded to hear the reason behind the problem and why it will take months before it is solved.
“Planting mobile towers takes time, sir”.
HUH?
I’ve been a loyal and happy Fastlink/Zain customer for almost a decade. The problem has arisen suddenly for me. There is clearly something very very wrong here. And I heard a LOT of people complaining.
The rumor I am hearing is that one of Zain’s cheap calling offers has overwhelmed the network.
I would like to know if the Telecom Regulatory Commission have heard of this problem. What are they doing to protect the consumer?
This is truly outrageous.
Comments
5 responses to “Zain Jordan answers: your line will stop being screwed up by NOVEMBER!!!”
There is this strange sentiment that I get every time I hear or read an issue about Mobile Phone providers in Jordan. Basically it is the same issue; the so called “Customer Care” is utter bullshit. 3, 4 or even 5 operators now in Jordan, (sorry, I lost count), none with a decent customer follow up system.
Is it because the providers are way too busy collecting revenue that they are far from attaining their customer’s satisfaction? Which is in my opinion solely blamed on us, see, we are a nation that is not afraid to beg as much as being afraid of running out of credits.
Is it because of the poor infrastructure? the same infrastructure that is noticed in two laned roads for a country with a “booming real estate sector”, not to mention entangled telephone, electric, water & sewage lines!!
Or is it a legislative issue? Yes Ahmad, the same body that you turned to for an answer at the end of your piece. The same body that gives license to a zillion telecom providers and another zillion ISP’s, both fixed and “WI” based.
Basically, if you have the money & right connections, you can open a zillion more companies in that sector.
I sometimes wonder if we would be roasted well done or medium rare with all these microwaves bombarding every single living cell we have.
Btw, China, with 461 million cellular telephone users by the end of 2006, has only two service providers. 461 million…. That is about 76 times our population.
With that said, it is no wonder that Jordan still feels like a road kill on the telecommunication highway!!
Maybe it is time to convert to Orange! Their network is better.
Orange’s network is waaaaaaaay better indeed.
Where is competition?! Where is customers bonding & loyality? I am surprised how the CSR’s are answering this way? Zain doesn’t care loosing its customers knowing that attaining a new prospect (customer) costs 5 times retaining current customers & specially in telecom sector as Telecom firms are loosing 10% of their customers due to competition, in the normal environments.
It’s a success and a huge challenge for any ISP to reduce this ratio to 5%. I guess that you should be happy that they are frankly telling this to you & everyone has the right to shift to another competitor.
they told u that this problem only in ur mobile?? or all your area or all zain users???
yes, i think it’s time 2 move 2 orange:)