I am disappointed with the du sales team. In 2014, during the World Cup, they called me and offered a beIN sport package. I told them I am not interested and then, they told me I would receive the beIN sport channels for one year. I confirmed my order over the phone once I heard it was for one year. However, after the World Cup got over, the beIN sport channels disappeared and although I watched it for one month, I had to pay for a year. I complained and they heard the recording of my call and found out I was right. They gave me beIN Sport for one year for free.
Eleven months ago, they called me to offer me du TV, along with an internet connection for free. I asked if beIN Sport channels are included, they said ‘yes’. But after installing the receiver, I found there was no beIN Sport. Again, I complained and they heard the recording and found out I was right. In order to resolve the problem, I received beIN Sport channels for nine months, with no additional cost.
Nine months passed and I told them I would only keep the receiver. The sales team called and told me I could have internet, du TV and beIN sport — all for Dh365. I agreed and told them to go ahead with the order.
In October 2016, my bill was Dh365. In November 2016, my bill came up to Dh490. I was shocked and when I called to complain, they told me my bill from now on, would be for the same amount. I asked them to check the recording again but they do not want to refund the money, they just want to give me Dh30 discount.
I am helpless and fed up of all the misinformation.
From Mr Mohammad Gamal Elzrkany
Dubai
A spokesperson from du responds:
With reference to the query of Mr Elzrkany, our team investigated the issue. We have been unable to get through to the customer to explain the resolution despite several attempts, hence we have messaged him the details. Our team is available should Mr Elzrkany wish to discuss further. We regret the inconvenience.
Mr Elzrkany responds:
My problem is still not solved with du. I went to their branch in Mirdif City Centre twice and the issue is still not resolved. Nobody has contacted me.
Du responds:
With reference to the query of Mr Elzrkany, we can confirm that our team contacted the customer and reached an amicable solution. We will process all necessary steps from our end in this regard. The case is closed from our side. We regret any inconvenience.
Mr Elzrkany responds:
I just got my bill and they deducted all the extra money I paid earlier, in previous bills. Thank you very much for taking care of my problem.
(Process initiation: December 18, 2016. Response from organisation: January 4, 2017. Process completion: February 23, 2017.)
Editor’s note: Do you have similar issues that you would like to raise with us? You can write to us at readers@gulfnews.com.
