I have a mobile plan with du and have been facing an issue with the device. I have been following up with du and the phone company for a month to sort out my issue, but it still has not been resolved.
There was a small scratch on my new mobile device’s display screen. I visited the phone’s service centre, but they declined taking the mobile phone, as it was imported from Egypt and there is no warranty cover in the UAE. I then approached the du office in Mall of the Emirates, Dubai, to clear up the issue. I was informed that they didn’t have any details about the mobile phone.
I showed them the delivery note, which I had received on February 5. The representative told me to approach a specific phone retail store and said they would clear the issue of the mobile. I visited the store on the same day and was told that the phone was not under their warranty.
I went back to du and met the same representative who had asked me to go to the retail store. He told me that he needed a purchase receipt for the device. But, I received device through courier and they had provided me a delivery note from du. He advised me to approach the du head office in Dubai Internet City.
I went there and met a representative who told me to go to another phone retail store and said if they refused to help me, I should visit the phone manufacturer’s centre and complain.
Why does du not have proper details for their customers, as it is a communications company? Why are none of the representatives using their system to check the details of the customers? Who is going to be responsible for my mobile phone? Is du going to pay me?
I bought the mobile phone through one of du’s marketers. I approached them and they were also unable to help. I am seeking Gulf News’ help on this issue.
From Mr Mohammad Azhar Al Deen
Dubai
The management of du responds:
With reference to the query of Mr Azhar Al Deen, our team contacted the customer with the details of our authorised partner and advised him to get in touch with them for resolution of the matter. We would like to assure him of our ongoing support in case there is any further requirement.
Mr Azhar Al Deen responds:
This issue was resolved. Thank you.
(Process initiation: February 13, 2017. Response from organisation: February 21, 2017. Reader confirmation: March 16, 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.
