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May 12, 2015

Dialog's irresponsible customer care - Timeline

I made a complain regarding +Dialog Axiata coverage problem at our residence in Dehiwala, but they always pretend they care for customers but here is a proof of their customer care manners.

Day 1 - 10th of May lodge a complain and got a receipt 1-1124652489

Day 2 - 11th of May, Morning called back Dialog customer care, they said, Technical team will call me, but so far no response. added the complain to social media on Twitter and FB

Day 3 - 12th of May, called back Dialog cusomter care, they said, They had called me in the morning but no answer, but my phone had no missed calls in the morning, also I requested an update via twitter, but they gave an answer saying they called me in the evening, either-ways I had no missed called in the morning nor in the evening.

So far no calls....

Day 4 - 13th of MayI called the customer care today, they gave an another excuse by saying the complain end date is on 14th and by today someone will call and confirm me, as usual Dialog has no guilty of repeatedly using the words "We are sorry sir" the word "sorry"  has lost it's value with Dialog, they don't mean it, they use it as a strategy to cool down the customer and make fake apologies.

Dialog Twitter ignores my reminder, no reply afterwards

Time 7pm, I received a call middle of the traffic from Dialog technical department, his first question was " What is your problem?" wow, Dialog needs some serious serious training to their employees how to handle customers, through out his conversation I understood this guy is not much educated and sounded more arrogant in his questions and replies, I have to repeat the entire scenario middle of the traffic (rather this guy could have studied the complain sheet). He left the phone by saying something I couldn't follow up.

Day 5 - 14th of May, Time 8:10am I got a call from another technical guy, I was getting ready for office and I was in a rush, this guy was not rude as last one, he asked me to do some changes on the phone, still the signal shows low, so he mentioned that he will transfer this problem to Regional Engineer to sort out this problem.

Shocked to see this SMS which says, it's going to take another 2 days just to respond. 

Day 6 - 15th of May, Waited for an Engineer call me, (Of course I knew it's not going to happen, anyway let's go through their procedures just to show to the people the reality of their Service)

Day 7 - 16th of May, waited for a call. ONE WEEK completed since my complain. what can I expect from so called Future. Today ? They should change their tagline or slogan to Failures. Today

Day 8 - 17th of May, So, waited enough, I made a call to the so called customer care. The guy gave me an excuse 15th and 16th was not working days, fair enough!!! and he said I'll be getting a call by tomorrow evening. mmm... I hope so... let's wait and see!

Day 9 - 18th of May, mmm... nop, Nothing! no calls, no SMS, no feedback, an another gimmick, well... I'm not going to give up on this, I just want to see how long these people are going to drag, I need to prove to the people the reality of their service.

Day 10 - 19th of May,  So, as usual made another call to so called customer care, a lady spoke, seems to be responsible and she said, she has informed to the relevant department and it will take ANOTHER TWO DAYS to contact me. LOL ;-), they advertise as No.1 network in the country, and more than a million subscribers. seriously? I don't know what is their rank in customer care ;-)

Day 11 - 20th of May,  As usual RIP Day 11. Nothing! 

Day 12 - 21st of May, I'm sick of dialling that 0777 678 678 customer care, a lady spoke and she apologised again (Dialog has got plenty of remaining apologies in the future), she said that she is dropping an email to the relevant department to contact me. lol 

Day 13 - 22nd of May, ok, and again, here we go... phew....I made a call to customer care, a lady spoke, gave my complain number, and put me on hold, I mean it was really a long hold, meanwhile there was an advertisement running in the ear set, it said, now you can make your complains via social media i.e. dialog's FB and Twitter, LOL. anyway let's try that again.

So the lady came back to the line and said, "we are very sorry". ;-) seems to be she has understood the case and asked nothing but used the tool of apologies, and she said the delay has been on their side (Technical department) and she has transferred the case to another branch. and I have to wait to get a call from them ;-), oh yes Dialog, I've been waiting for 13 days, wouldn't I wait for another day? 

Here we with Dialog's twitter team

I told you, ↑ Dialog don't hesitate to make apologies, after viewing this post, they have no shame but still went on to say "OUR APOLOGIES" may be they are use to that word so much they can't start a conversation without that salutation. ;-) LOL. ok let's wait and see... 

Day 14 - 23rd of May, So and again, I made a call again... the customer care rep. was wondering how to answer this time but as usual she poured the bucket of "We are sorry sir" LOL for me it's Apologies bucket challenge ;-), she passed the call to her superior, and she also poured the apologies bucket challenge on me also she mentioned that 10th of may had lot of complains (weird), and they are following the complains one by one (and I didn't get a call from them). She said someone will contact me by today. lol... let's wait and see.. 

I sent an email to Dialog's Head of Customer Experience & Group Loyalty and I got a reply

So far no calls nor feedbacks. 

Day 15 - 24th of May, Let me guess what Dialog's customer care would say, "It's a sunday sir," LOL.... RIP to 15th day ;-)

DAY 16 - 25th of May, Well, well... after number calls, tweets and emails, finally I have to copy the message to the CEO of Dialog to sort out my problem... within 30 minutes a technical guy called me and made an immediate visit to my resident. 

Moral: Everybody is doing it wrong. If you have an issue with Dialog, don't call the customer care, you have to first contact the CEO in order get your problem solved (at Dialog the work is done opposite, not bottom to top but top to bottom). 

So the technical guy visited our residence and he found out the only signal working is "Emergency calls only" and he found out not only in our residence but the entire street (may be the entire area) has no signal.

He also mentioned that any issues with Dialog should be sorted out within 2-3 days, (oh yes, I heard it enough) and he also said this signal issue should have been sorted out long long long time back (oh yes, if only you would have given proper attention to our previous complains). and finally as usual he used the Dialog's trademark "I'm sorry sir" and asked for three more days to sort out this problem, I said, it's ok as far as my problem is sorted out. So let's wait and see..phew... Day1

Day 17 - 26th of May, Day2 - The technical officer called me around 7pm and said, he has done some changes in the towers and signal parameters, well I saw no differences, so he asked me to give 3 more days to find another tower close by and fine tune that one and while he talking the voice was breaking and then the line got disconnected ;-) LOL ok since he made a request for another 3 days, so lets start a new parameter-  

Day 18 - 27th of May, Day3 MISSION FAILED -  Attempt2, Day 1 No calls, no update. RIP Day 18 

DAY 19 - 28th of May,  Attempt 2, Day 2 The technical guy who was handling our matter visited our residents again, but there was no big differences from previous visit. he said he will inform his bosses (plural) ;-) regarding my matter. 

Too many cook spoil the broth. too many bosses are going to spoil the company

Day 20 - 29th of May, Attempt 2 , Day 3 MISSION FAILED aannddd... as expected one of his bosses called me, and said they have done their best to get the coverage, I said, your best is not enough, I'm still facing problems to the PAID service, he excused by saying there are blind spots in some places and they are fixing it, they are going to fix another tower and it's going to take some time. (I believe it's going to be one more year) FUTURE. TODAY ;) LOL I'm not living in rural part of the city, I'm living in the District of Colombo and these people give false adverts by saying they have full coverage, it's kind of cheating the customers (they should inform the customers before selling their service). I asked him what do I do till then, I'm paying for your service which has a service as not promised? no answer by him. so I asked him to send me an email regarding my problem and I gave him my email address. but so far no email nor response and he is one of Dialog's employee, "back to square one" I can't expect him to keep his word.

Day 21 - 30th of May, Today is a Saturday, and I don't expect them to call me... let's wait and see... there are many things need to be shared regarding Dialog's discrimination between VIP customers (Politicians and wealthy people) and ordinary customers, I would be sharing those detail in new post, but I just want to see how this problem is tackled. If my problem is not sorted then the news I got about Dialog's discrimination among customers should be true. There are many VIP living around my area facing similar problems and their problems have been sorted with special orders. I think people are unaware of these issues.. ..I'm just monitoring and waiting...

Day  22 - 31st of May, It's a Sunday, what you expect from them? :-/

Day 23 - 1st of June, Called the customer care again, and asked whats happening with my complain, she said, the case is still open and it's under process sir! ;-) lol 

Day 24 - 2nd of June, It's a Poya day, You are not a suppose to disturb any Dialog employees! or else they might say, you are an harassment, therefore we are closing down the case. :-D
Day 25 - 3rd of June,  Resting day, I'm also tired calling them and Dialog is also tired answering me, under mutual understanding it's RIP for day 25

Day 26 to 30 - 4th, 5th, 6th, 7th, 8th, 9th of June
Sorry for the audience who have been following my blog and thanks for the personal emails reminders.

I've been working on our Social Media project with my team, and happy to say we've reached more than 10 million audience around the globe in just one week and I couldn't give much concern on this issue. 

So as a conclusion: Nothing! No follow-ups, no updates and no solution. I remember reading an article sometime back, when Dialog were at their early stage how Celtell laughed at them when they were seated along with them in a meeting (Dialog had no big resources nor manpower, just started up with one office at that time) sarcastically saying "You are no match for us" , but  Dialog's hard work, innovative marketing strategies and pricing strategies made them outstanding and gave them victory in the  market. 

But what's happening today? we can see Dialog is filling adverts with new packages and new facilities where people are not even bothered to know what they are. Dialog is yet working on it's decade old marketing strategies which is too old for the new generation, meanwhile Mobitel and Etisalat are eating up their harvest slowly and steadily. 

Let me give you an example, Here is an offer I got in 2010 oopps... sorry in 2015

Did you get the joke? When everyone is having a smart phone with +WhatsApp , +Viber and +Skype which idiot will take this offer? everyone at my office were laughing at this offer. If you have such outdated marketing idiots in your company to approve such a stupid offer, how can Dialog think forward?  Dialog is decaying inside out.Dialog needs a big revamp!

Regarding my issue, one of Dialog's technical head called me and said, they are installing a tower and my problem will be resolved soon. (Never gave me a deadline and I don't believe in their promises), my complain would have gone to the trash by this time, Dialog's head should take in mind, every minute delay of customer care is equals of saying bye to Dialog and hi to the competitor.