Internet Services Providers & Reputation Management
What is the difference between reputable and disreputable companies? And how do companies earn their reputation?
The difference between reputable and disreputable companies is identified according to certain situations faced by clients with the staff or the representatives of a company.
The staff of any company are the first image a client sees and the first impression a client gets. If the image and the impression is good, the client will go back; if it’s the opposite to that, the client will surely never go back.
And I wonder here,do business owners really realize how many customers they are losing daily because of their bad image representatives who deal with near future possible clients with no efficiency at all?
Do the staff of any company realize that their non efficiency in dealing with possible clients, means the loss of their jobs and salaries in the distant future?
How do we judge Companies’ Reputations?
We judge the reputation of any company through our experience. If it’s a good experience, we will spread the good word, but usually good words spread and travel slowly. On the other hand, if it’s a bad experience, we will spread the bad word and bad words spread and travel fast.
Do business owners of companies and their representatives for sales and publicity realize that the most important and most dangerous propaganda are their own employees?
Different kinds of publicity
There are many types of advertising propaganda, such as expensive advertising through television, magazines; non expensive like the Internet… etc. Does anybody out there think about the natural free publicity which simply “the client” is?
This natural effective publicity which “the client” is, doesn’t cost companies a penny! But it does cost them their precious reputation. Either they keep it or they lose it.
A client is a propaganda vessel when he or she deals with a company who knows how to gain their customers by offering high quality services and ensures the recruitment and training of highly qualified staff to deal with clients.
When a client deals with such company, he or she spreads the word by informing friends and relatives about how satisfied he or she is with the level of services they obtained through a company who dealt with them on high efficiency base.
Even if that client won’t use the services of a certain good reputed company for one reason or another, he or she will still spread the good word about that company.
On the other side, you are also a propaganda tool if you deal with a company’s representative who is not qualified for his post, he just complicates things for you and treats you with disrespect or underestimates you or wastes your time…etc
And of course in a situation like that, you are not only gonna spread the bad word just to friends and family and people you know but also to people whom you don’t know. And here, bad words travel and spread so fast.
Let’s say that you go to a company and you know very well that this company provides high quality services or products but you get abused by the staff , you don’t care then for the good quality services and products because dealing with a client is an Art and not every body can comply with that Art, unless they are really qualified.
TEDATA (Te Data, a subsidiary of Telecom Egypt – Ticker: ETEL.CA; TEEG.LN) Internet Services providers and the Policy of De Fecto
To be more accurate about that issue, I shall give an example here of one of the biggest and first Companies in the revolution of communications field in Egypt which is called TEDATA Company, Internet Services Providers.
This Company forced me to use their services without any confirmation from my part and without any signed contract either; just because of a poor phone call I made to ask about their services.!
According to what they publish about themselves they have a vision which is to become a world-class customer-centric communications service provider enhancing people’s lives in the markets they serve.
Sounds good, doesn’t it?
And their mission is to provide cutting-edge converged communications services that exceed customers expectations and drive market growth, by bringing outstanding quality and customer service through attracting and retaining the finest talents, while fostering their business ethics and creating value to their customers, employees, shareholders and communities.
TE Data is Egypt’s largest IP based data communications carrier with a national network and a regional vision. TE Data S.A.E. was established late 2001 by Telecom Egypt (Incumbent Operator of Egypt) to act as its data communications and Internet arm.
TE Data was awarded a Class A license from Egypt’s National Telecommunication Regulatory Authority (NTRA).
Such a license allows TE Data to build its own national backbone network, operate its international data gateway, co-locate its equipment at the central offices and all IP based services to end-users as well as other Service Providers.
But what TEDATA missed to mention to their dear clients is that once you make a phone call to ask about their Internet services and I mean here just to make a phone call and ask about their Internet services, they take you for granted as their own client. With no contract, no confirmation from your side not even verbally that you would like a membership or anything similar to that.
Just call to check their Internet Services and you become their own dear client.
Then all of a sudden you get a phone call of one of their representatives telling you that they can get you an Internet service for three weeks free of charge and they ask you when it is suitable for you to send their representative to collect the fees for your membership!
Isn’t that amazing and super. Just a phone call to ask about something and their you go.
But that’s not the surprising part. The part that really drives you nuts, is that they oblige you in case you do not want to get their membership, to just cancel it.
But of course they try their best in convincing you of how super and good their services are and they insist that no other company can provide similar services to theirs and they even keep repeating to reconsider the cancellation because you don’t have that many choices but theirs.
So, you are forced to Cancel a membership and a contract which has never taken place in the first place! Furthermore, you can’t get any document which proves the cancellation or even the number of cancellation before 15 days.
And why 15 days?! Because it is the regulations and rules of their bureaucracy. Can you believe that? You wait 15 days just to get a cancellation number for a contract you have never signed?!
If you are a negative person, you are going to think that 15 days is a long period and you are forced again to get along with their membership and just accept the situation they have put you in.
During that process, you can’t get the internet services through another provider, because TEDATA has already taken it by force.
And I again wonder here, how did TEDATA manages to get that order of mine without presenting a document or a contract to the authority in charge at the main Central of Egypt Telecom to get that order functioned?!
Just a phone call and they right away get the authorization to execute the order to work on it without your permission. And if you want to cancel this order which of course you never signed any contract to become a member, you are forced to wait 15 days to get the number which will prove the termination of your non existing membership in the first place!
On the other hand, if you ask them to listen to the phone call you have had with their representative which proves your claims, you don’t really get any specific respond from their part in that regard. Your rights are completely lost in there (they register all phone calls as they claim to guarantee the quality of their services!).
Without going any further into more details about that TEDATA issue, I think that TEDATA and some other similar companies when they started their business, they were good and they were working with high efficiency.
But when their business started to grow, they just become arrogant and they apply their services by force.
Those kinds of companies, they do forget that it is actually the client who is in fact pays their salaries.!
The Policy Of De Fecto
In so many countries specially in the Arab world, so many customers lose their rights because they are so negative. They just gave up when facing complicating routines, bureaucracies and applying services by force through the DE Fecto Policy.
“De Fecto Policy means Exercising power or serving a function without being legally or officially established.”
When customers act negatively, they only help those companies in going further with their De Fecto Policy.
If we want to stand against disreputable companies, we must act positively even if we face frustrations and no matter how long it takes to get your rights back , believe that it is you the customer who mainly help those companies on keeping or losing their businesses.
Egyptian Companies mentioned in this article:
Telecom Egypt – Ticker: ETEL.CA; TEEG.LN – www.telecomegypt.com.eg
TE Data – A fully owned subsidiary of Telecom Egypt- www.tedata.net
LINKDSL – www.linkdsl.com
We want to hear your story!
Please comment if you have similar stories, bad experiences or if you want to help us in fighting disreputable companies, act positively to get the high services qualities you deserve in all aspects.
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Comments
Dear Eman and all,
My name is Amr Mostafa. If you may recall, I posted a complaint about TE DATA poor service almost a year ago (please see below in the blog back in October 2010.
Well, now and despite that TE DATA keeps promising us that they will support their services, I just had the same problem once again with their customer support services and the same poor service.
I simply went off line few days ago. When I contacted the customer service team they tried to investigate the reason and after a while the person told me: listen sir, I believe the problem you have is due to the wire, so you have to go and find someone to fix it”. I said ‘excuse me?? do I need to go and get someone to fix a service that you provide? and they answer was “yes Sir”. We do decide whether or not we send you a technical person to visit you. (note, we do pay for this visit after all). Though I was confused with the response, I made a decision: change supplier and to share my decision with you guys to spread it.
I fail to see how a company like TE DATA dare to mislead its clients by claiming to be the largest ADSl supplier and meanwhile fails to provide a simple technical visit to one of its customers????
Now, as you may imagine, last year, I had a similar problem and when i posted my complaints over here, TE DATA reacted ( you know why?? cause I sent them the link:) ) this time, I’m sure they will react as well, however, it is my intention to file a complaint with both the NTRA )National Telecom Regulatory Authority) as well as the consumer protection agency. I swear to repeat it where I go: TE DATA sucks!
I have now been using one of these USB Internet flash (Itisalat) and you know what? it works perfectly.
Dear Amr,
Yes, I totally agree with you. But you know what, if the only way that makes them react is to go on public by publishing customers complaints against their lousy service and they do react to that, then that works fine so far. Because that is the first step, so one day if this will continue, I’m sure Tedata users will switch over other internet services providers who may provide better services and then guess who will loose their business?! Because the more complaints we get and publish, the more they are gaining very bad reputation and this is not done by any one here but Tedata themselves! If those people are really working hard, it’s only in losing their customers and beside that they are of course making their best in gaining bad reputation among their customers. I’m now experiencing Internet service through Link Adsl and they are very good in following up any technical problems and they act fast when you call their technical staff. Vodaphone as well, I can say the same about them. Putting into consideration that all Internet services providers in Egypt, they do not provide the best internet service ever, but at least there is a difference in the following up and the taking care of their customers.
Take my word for it my friend, we will never stop publishing those complaints and we will continue pointing to those kinds of companies who are forgetting who is bringing business here and they are of course kicking it away because they simply do not care for their customers. We will never stop, till we get the kinda of services that we pay for and till we get treated with respect.
Sincerely,
Eman
TE data is the worst Internet service provider in Egypt with no competitors for being the worst..it is a very bad choice>>they have a lousy customer service and very weak and unqualified technical support team..they have a very slow response to customer complains (if any at all)..I have been calling them for almost four days each two hours to connect the service (i waited 3 weeks before that)and they keep telling me that it will be connected in two hours..that 2 hours never ended. the customer service keep saying we will send a fast response request to the concerned department..but nothing ever change..total losers with no doubt
Dear Doctor Hamed,
I totally agree with you about every single word you have mentioned in your comment, which I thank you for sharing your experience with us.
The reason I started that campaign against Tedata in specific and all other internet services providers in general, is due not only to their lousy customer services, but mainly for their arrogance and the mistreated of their customers who are the reason why Tedata staff have jobs in the first place!
You see, they only react when you show them that you know your rights as a customer and you don’t gave up on those rights, which I consider they only act based on your reaction. They claim that they are the best in Egypt in providing services and in taking care of serving their customers, while the truth is they underestimate their customers and meantime they are irresponsible and unqualified staff in that field.
The first step in handling that issue was to show them that we as customers who pay their salaries, we know our rights and we will never gave up on asking to be treated based on respect and to get the services that we are paying money for.
This campaign that we have launched is moving on successfully and thanks to you and others who have similar complaints to share with us, will enable us to achieve our goal.
Thank you again and have a good day,
Eman
[...] Posted by eman on Jul 22, 2011 in Blog, Internet Services Providers, Reputation Managment | 0 comments On October the 3rd, year 2010, I wrote an article about the internet services providers in general and about TE Data in particular. The reason I wrote that article was due to the very bad experience I had with TE Data then. To revert to the article here is a link to it, Internet Services providers & Reputation Management [...]
Dears,
I’m requesting this complaint to be escalated to the top management of TE-Data, before sending this directly to the CEO e-mail.
I’m really frustrated by facing the worst service from your end.
I’m the owner of importing and exporting company, by these combination of human and system mistakes from your side I lost lots of money due to the delay of my transfers and losing the respect of the outbound companies I’m dealing with.
From the very beginning when i migrated from LDN to you.
1. Delay in service installation although it was communicated that you’ll manage with LDN the paper work but after I paid my 1st three-month down payment i discovered that you were not able to do it and i was obliged to do it.
2. I received a wrong invoice and when i called to complaint that this invoice was wrong and didn’t include the package I needed and after LONG debates it was discovered from your side the problem but refused to send me someone to collect the rest of the amount.
My response was that I’ll manage buying the router from outside as the problem was not from my side and no solution was introduced.
After i complained at that time someone called “Amr” handled the complaint professionally and was updating me till problem was solved.
Finally the problem that made me come up with this Complaint.
That the service was down in 4 days 2 times and this was due to human mistakes from YOURSIDE and I’m the one paying for your mistakes as raised above with the other entities I’m dealing with.
3. On Monday 21st service came down and when i was communicated that the other invoice was not cancelled and that’s why i was supposed to be debited to you instead of having one and half month still for my down payment. Service was re-activated by the on-call engineer who received my complaint.
4. By this point I reached my PEAK and really frustrated from handling my case with this type of CARELESS.
Service was interrupted once more on Thursday 24th while i was severely in need for the internet for many purposes like the most important online bank transfers which by that delay affected the most.
a. Complained at about 9pm and was communicated just within 60 minutes someone will contact you from the concerned team and will solve it IMMEDIATELY and the surprise that none even called.
b. i called once more after 3 hours and was told it is sales team problem and none is here right now and i have to wait till anyone from the team did the mistakes come in his working hours (team doing these mistakes and leaving work and becoming unreachable till the next day -Really Unacceptable-)
c. I insisted on escalating my problem to ANY one in a higher management that is capable to take this decision and discuss the problem internally with your own teams and was communicated once more that within 60mins a manager will call.
but to continue the un-professional treatment after 2 hours none even called.
d. I called AGAIN and finally i reached a manger “Karma Abdel Aal” who also doesn’t have the authority to help…
At last there is another complaint raised (case-5881710). So to conclude
1. None helped till solving the problem.
2. None respected what was communicated to the customer that someone should call in the provided period.
3. People are mistaken; sleeping and available people are not responsible although I’m talking with an interface of TE-date who was supposed to be capable to solve the issue.
4. Your image is very badly affected and customer retention is very low.
5. By this was i won’t recommend you to any of my clients, friends and employees.
6. I have another line and i will request LDN back till in parallel I terminate the service.
Never under estimate individual complaints.
Thanks to handle such cases with better knowhow, authorities and decisions in order not to lose customer retention as happened in this case.
Service number (02-3344-9398)
Best Regards,
Amir Wahid
Dear Amir,
First, I would like to apologize for the delay in responding to your comment about the complaint against TEDATA.
Second, I would like to explain something to you so we avoid any kind of misunderstanding here. We are not related to any internet services providers in Egypt. We are users just like you are and it happened that we have faced a very bad experience with the Tedata company in Egypt as you can read on our Internet Services Providers & Reputation Management page and all the comments received through our site and have been published as seen there. Since then, we have decided to set a Reputation Management Campaign (which is one of our working field) against not just Tedata but all the internet services providers in Egypt who are charging users with a lot of money while they are totally far from providing the right services against the money which customers are paying . We work in the field of Internet Marketing and a part of the work we are doing, is the Reputation Management campaigns World Wide, which is a serious and very important tool to use against any business field who is cheating on their customers. Meantime, we do the same Campaign to highlight and encourage all Internet services providers or any other working field world wide who respect their users rights and provide a good quality service against the money which they are taking from their customers.
We believe that the right solution to stop Internet Services providers in Egypt from cheating on their customers or change their cheating policy and provide the right good quality services to their customers is the positivity of raising and highlighting all their lousy services complaints and their policy of the underestimating of the power of customers who are the real and only providers to those companies to stay in business or to shut down their business if they are going to continue in providing lousy services.
We as Devenia Company, are playing a key role here in this campaign with the help and assistance of all customers complaints.
I thank you very much in being positive and I believe the fruitful result that we are trying to achieve here is going to make a difference in turning lousy services to good quality services whether sooner or later.
We don’t just right or publish complaints in that regard, but we have our own modern technical strong tools in reaching the upper management and concerned authorities and institutions who are involved in that matter not only in Egypt but World Wide.
And remember, The internet is the only Media that no body can use to erase any information that has already been published. It stays forever and it is spreading thanks to the search engines like Google, Yahoo, Bing…etc.
And like you said my friend, never underestimate customers complaints because it is surely the way that will shut those companies business if they do not comply with the good quality services. We are working strongly in our reputation management campaigns against internet services providers in Egypt by using our own modern technical tools through the Internet search Engines to reach our goal and so are you and so many other customers by providing us with their complaints.
Consider us as your heard effective voice through the internet with the great help of the Search Engines.
Sincerely,
Eman
TE DATA is the worst company I have seen till now (I think) with its customer service that make all things seemed to be right(But It’s too bad)
Firstly, I have a DSL Line with 45 L.E. monthly that’s 256Kb/s and I made this contract 2 years ago the first year was quite good (I wasn’t having too much problems with them but there were but no problem at all)
Secondly, I know that I am one of those people that don’t search for his rights with all he has but I try.
The problem began in the second year when the router gets off for 2 hours after working 5 minutes and when I try to return it back it don’t resume for 1 minute then be off again, that is happened during the whole month except the few days before I have to pay for the service in the new month then once I pay I return home to find it off.
I have complained a lot to 19777 customer service that told me to re-configure the router I did what he said under his instructions then we get to point in the configuration that I couldnt’t deal with he told me simply he also couldnt’t then finished the calling.
But After I have reached the 10 complaints by telephone, the service returned back to be good after 9 months of complaints to their customer service in masr el-gededa (over 50 times, I went there)
Thirdly, In the last 2-3 months the router seemed to be bad (Itself this time) I have made in these 3 months over 20 times dailing them by telephone and over 50 times going to them in masr el-gededa and Nasr city (although I am from ain shams but they requested me to do that and that wasn’t a problem)
The problem that when I dial one from their customer service and I told him all the problem, he told me that I shold go to masr el-gededa customer service to have it fixed
when I went he told me simply that he couldn’t fix it and I should go to any computer’s maintance that could fix it. I told him to specify a place to be under the company’s responsibility or the company take it to fix as I already bought it from them but he replied that any computer place would fix it.
OK I would do that, I dialed the customer service of the company router (Quick Tel) to have it fixed and they never replied.
So I wen to a computer’s maintance to fix it (But he didn’t make anything in it, He took 20 pounds and didn’t make anything)
I retry to call TE-DATA again that I shocked when I hear from one of there customer service that when a router had a problem, it’s a time to change it immdiately (even if I told him the same problem I told before and the told me to go to masr el-gededa to fix it)
Fourthly, I tried to hire a router from them 30 L.E. per month. I called their customer service and they told me that the service owner (who is my father and is very busy) should go and hire it as I told him that I want to test my service is it good or not.
when my father went as they requested they told him he doesn’t have to come only any person and the identity of my father and then after my father paid the money to hire the router and go to take it they told him that there aren’t any routers and he have to go to El-Hegaz (10-15 minutes from his position if the road ws good) to take the router and it was 8:30 P.M. at this time and they close at 9:00, how that? My father told them that he couldn’t the the man there told my father that ha had found one but with a bad adaptor and my father had to take it.Later, I tried the router it was good with a good adaptor. A thing that I remebered that the man told my father that to take a router-tester to test his connection for free instead of hiring one and paying 30 L.E. but it was after he already paid the money (The man I called in the customer service didn’t tell me that).
After all, I don’t know the reason that I still with them but I think more than ten times to change them but it was for my father that he is really busy.
I know one thing that Very Bad Custmer Service = The worst company I have ever seen.
My dear friend,
First, I would like to thank you for sharing your complaint and comments against Tedata with us.
Second, through my experience in dealing with Internet Services Providers in Egypt which is not only Tedata but also Mobinil, Vodaphone and Link, I assure you that the problem is bigger than just the lousy services which they are providing.
All the Internet Services Providers in Egypt are following the same policy which is cheating on their customers by over selling their bandwidth. The Bandwidth definition is the signal processing frequency, the rate of data transfer, bit rate or throughput, measured in bits per second (bps). And let me give you an example so you and others can understand what we have discovered in that regard.
All the Internet Services Providers offer packages and Adsl for homes, business as well as the USB with different prices and of course it is up to each customer to choose the service that matches with his or her budget. But checking all the speeds offers of theirs whether it’s slow or fast or even this unlimited you will discover that all of them are just a big fat lie. They are cheating on the real bandwidth they are offering.
For instance, if you choose their packages and offers which is providing 4069 KBS speed or 512 KBS speed or even all their other speeds and this “UNLIMITED” offer of them, you will discover that you pay a certain amount of money for much less bandwidth than what is really offered by those Internet providers.
And their is n’t anything called “unlimited internet speed” that is another big fat lie. They just over sell their bandwidth my friend.
The speed they offer in general is not real, it is much less than their real offers.
That was easy for us to discover through different and many sites which function on a high technology base which are specialized in that regard and it gives you accurate results and reports about the real bandwidth you have been offered.
We are not just users who can be fooled by those internet providers, we are professional in the Internet Marketing field and all its aspects.
What I have just mentioned called cheating on customers by offering a certain service with a certain description and specification that in reality does not match with the money you are paying nor matching with their bandwidth offers.
When we raised that issue with them they replied by claiming that if you go to Yahoo for instance download a game and see the speed in downloading and that is the real test according to them.
I call this, they are taking us and our money for granted and are treating us as if we are stupid or retarded.
What I have mentioned above is not the only problem but of course you add to that the lousy service, maintenance and following up customers complaints, The non professional way they deal with their customers in solving their technical connections problems, the irresponsibility and the disregarding of their customers interests who are paying those companies employees salaries and making them keep their jobs in the first place, the bureaucracy and the complicated unreasonable procedures of them in handling customers complaints…etc
One thing I can assure you my friend, those companies are professional and quick in collecting money from us. They are very good at that.
Don’t you think that it is time now that we do something about it? it is us who pay their salaries after all and it us who help them in continuing their business or shut down their business and get alternative better internet services through honest providers who don’t cheat on their customers.
And that what is called “other competitors”. Now that Egypt is going through a new period of going ahead to a better future in all aspects. And one of those aspects, is opening the Internet Market Field for competition through other competitors who are honest and keen in providing real and good services to their customers with better offers and better services.
The future competition in that field will force those current Internet Services providers in changing their cheating policy and provide better real services with better real offers or if they won’t comply with future competition, they will be forced to shut down their business.
Meantime, We don’t stop complaining and commenting about their lousy services because being positive about raising such issues is another way to get a better real service for the money we are paying.
Sincerely,
Eman
Thanks for that quick reply at first
As you mentioned that these companies have lots of problems and every one of us has a real problem with them some have with their service and others with their maintaince and many ………
For me when a good internet connection is established to me the Connection is usually in its normal speed I think (256Kbit/s = 30 KByte/s)but that’s for me I don’t know about higher speeds but as I said when the connection is established but where is this good connection with this company?!!!
Many friends of mine tell me also about their complaints:
One with 512Kb/s has a download speed of 7 KByte/s which is equivalent to 56Kb/s Not even 1/4 of the main speed.
Other has also 512Kb/s (UnLimited) has his connection been cut several times nearly as my first problem with them. He complained a lot then he tired of this so don’t make any thing.
And there are more ……..
I am with you that when more companies enter this field the service will be good but these companies should all have the money to compete with each other. I mean all companies should be at the same stage not company belonging to important man so you can’t complain. You understand me?
As in mobile services when eisalat enter this field it make a great progress with other companies with thrie offers. Yes, competition is needed to have a good services. It’s a main rule in any market.
My Dear friend,
Thank you for replying back and yes I do understand what you said and yes I agree with you. The thing I want to assure you is that we as a British Internet Marketing Company we do not have any benefits nor profits of attacking Internet services providers in Egypt for any reason, meaning that we are only acting here as users just like any users and customers who are fair when it comes to good services we applaud for them but when it comes to lousy services we publish and we criticize and we participate in coming up with solutions.
We care for any customers in the whole world, we do not run our business just to gain money, we run our business to gain good reputation besides money because if you lose money, money come and go and can be compensated; But if you lose your reputation, you never get it back. Do you know what I mean my friend?
Reputation Management is one of our work field, we provide that service for our clients and meantime we participate in helping customers to get the best services which they pay for it.
Sincerely,
Eman
TE Data is the worst ISP in the world. My review here:
http://www.dslreports.com/comment/2783/79839
I suggest others leave comments there as well.
Yes I did leave comments there and I do thank you for being positive and thank you for the link you have provided. We all should be positive and stand against those companies who are not providing good quality services but only one thing they are expert in, which is collecting monthly bills. That’s all.
Dear narrators,
Please do not make any comments in Arabic language under our English pages. If you want to comment in Arabic, you do it on our Arabic pages, not the English ones.
Thank you for taking notes
Dear Bloggers;
Thank you for your comments regarding TE Data, as a TE Data Marketing Department Team member, I would like to assure you that we have investigated the complaints mentioned, please find hereunder our responses;
Concerning the first one the problem of having the ADSL offline if the customer is not using the phone line, we have handled the case and the problem has been solved by contacting Mr. Amr and agreed with him to set up a technical visit and confirmed after it that everything is ok.
Concerning the second complaint of line reservation appreciate if you send me your contacts on customerservice@tedata.net mentioning in the subject “#5277380″ as a reference number as we already created a ticket and we are waiting for the details to solve the problem.
Finally, We would like to thank you for highlighting these issues and assure you that we do our best to resolve any issue that comes to our attention at once, and take all the necessary precautions that such incidents do not happen in the future since our customer is our main concern.
Dear TE Data Marketing & Customer Service,
First, you thanked me for my comments regarding TE Data Services. Well, You are most welcome. But I did not write any comments about TE Data, I wrote facts and complaints about the TE Data bad quality Services that I have experienced myself.
And the proof is there registered on your answering machines and the staff in the Maadi branch whom I’ve dealt with.
Second, now you are informing me that you have taken care of MR. Amr’s technical problem and every thing is ok. Really?! did you take care of his technical problem after or before we published his complaints against the bad quality service he was getting from TE Data?
And why you were not concerned when he first complained directly to the people in charge in TE Data and did not get any response from your staff to solve his problem?
Third and not last…I really wonder here, What are the rules that TE Data is following when it comes to their clients complaints about bad quality services?
From what I’ve experienced, I can confirm that whenever a client faces a technical problem, he has to complain more than one time and he never get any response. Meantime, he continue paying money for a service that he is not getting in return from the money he is paying.
So, when exactly do you guys take a decision of finally solving a client technical problem? when does it really suit you to do your job and duties towards your clients? this is not about a client or two. There are so many clients out there who unfortunately do not use their legal right in complaining from a bad quality service, because they just gave up or they accept the reality that there is no such good quality service except on advertisements or because they are ignorant about the rights they have in general as customers.
This is exactly the typical policy of some big companies who have many clients out there and they really do not care about losing a client or two because it is not going to effect their profits or business in general.
Well, that is wrong. Because on the long run – sooner or later, you do not only lose profits and business but you also lose the good reputation too.
Those companies do not respect nor consider the fact that it is the client who pays their employees salaries.
I really am astonished that you are also informing me that you investigated the complaints and you are coming up with responses! must be so many complicated procedures that you had to go through to finally respond to solve your clients problems!
According to what I have experienced in relation to the system and the procedures you have there and of course according to what The TE Data staff in Maadi branch said to me, every thing must be done according to certain rules and regulations. For instance, to cancel a membership you have to wait for 14 days to get the cancellation number. But all of a sudden, I managed to get the cancellation number after 4 days from publishing my complaint. And not only this, but one of your sales employees was sending me messages through the face book telling me that he will help me to get the cancellation number as soon as possible before the 14 days!
So, is that where your clients should publish their complaints? through Social Medias like Face Book, otherwise they will never get any response from your company!
What does that mean? it means that you do not respond unless, the client starts to use his rights and take some actions. Is that how you show your concerns about your clients? is that how you respect your clients?
What are the sales and the customer services duties in TE Data in relation to clients? a client has to suffer and complain and if he is lucky he will get some attention from one of your kind employees and through a social media like face book!.
This ticket that you reserved for me under a number for your customer service to recognize “#5277380″ claiming that you want to solve my problem! I do not have a problem. But I believe that the real problem is laying there in your customer services department and your employees who are in charge of answering phone calls and giving false and wrong information to clients. And I was one of those clients.
You are asking me to click on the link you sent me for your customerservice@tedata.net and you are waiting for me there to solve my line reservation problem.
Well, please take notes that I am not gonna solve that line reservation problem by clicking on the site link you provided. If I have any line reservation problem, we solve it here and not there.
I went to your TE Data company branch in Maadi to try to find a solution there to get internet service and I thought that a company like TE Data has professional employees who know how to deal with their clients or their possible future clients, but they showed the opposite with all the bureaucracy, arrogance and the disqualification in dealing with a client.
If you want me to repeat what happened again, I really don’t mind and let’s make it brief here…after all, I was just one possible future client from your staff’s point of view…which means no big deal to them…
TE Data Company forced me to use their services without any confirmation from my part and without any signed contract either; just because of a poor phone call I made to ask about their internet services. Because i had a problem with fiber cables needed to be replaced to copper ground cables!
And of course the system and the long complicated procedures never took place there when it came to the issue of using your internet services.
Then we got a phone call of one of your representatives telling us that they can get us an Internet service for three weeks free of charge and they asked when it is suitable for us to send their representative to collect the fees for our membership!
Then we were obliged by TE Data that in case we do not want to get their membership, to just cancel it.
Before I went for cancellation, I made a phone call to TE Data and i asked specifically what do I need to bring with me to cancel the membership? The TE Data employee who answered my call said exactly that I only need my identity and again I asked specifically, will I be able to get it at the same day and minute. He said: yes of course.
I was forced to go to cancel a membership and a contract which has never taken place.
And in the Maadi branch, I was shocked…first, because the staff and their manager who dealt with me, were so arrogant and disqualified in dealing with me….they complicated everything for me and they confirmed that TE Data is the only company in Egypt that can handle this cable problem. And that Egypt Telecom will never change the cables from fiber to copper ground and LinkDsl company (whom I was member with) is lying to me and they will never provide the internet service to me and no body in the whole Maadi Area manged to changed those cables.
And in addition they confirmed with no doubt from their part that I only have TE Data as my only choice out there because they are the only company who can solve my problem and the choices I have, is either i stay on their waiting list together with other possible customers to get those copper ground working, but I’m gonna wait for a long time till they get 50 clients requests same as mine then they can provide the internet service immediately after getting those 50 clients request.
They also did their utmost efforts in stopping me from canceling the membership because at the end they are the only and best choice I will ever have.
And when I insisted to cancel the membership, they shocked me again with the complicated procedures and rules and they refused that I listened to the calls i had with their employees and if I insist, then I write an official complaint and it will take its turn and go through long procedures…then the procedures occurred but it never occurred when they made me a member without my authorization.
So, I was forced to Cancel a membership and a contract which has never taken place in the first place! Furthermore, I couldn’t get any document which proves the cancellation or even the number of cancellation before 15 days.
I thought during that process of shocks, why not to have a place on their waiting list so one day i get these cables problem solved and I get the internet access through TE Data?
But the way the staff talked to me there and the way they handled the conversation and also the false and wrong information that an employee gives you over the phone in comparing to what they told me in their Maadi branch made me insist on canceling the whole thing because I do not accept to be treated with disrespect nor to be underestimated and that is why I made my decision.
And by the way, you do not need a ticket number to contact me, just fill the form on the side here.
Dear Sir,
I am writing to you to share my greatest disappointment from TE DATA ADSL services.
I reported a complaint to TE DATA customer service center on Oct 13 and to date, Oct 21, the service is still not working.
My complaint is that my ADSL is offline as long as I’m not using the phone line! Yes, if I start calling a number, the ADSL works, once I hang off, the ADSL goes offline!
First time I called 19777, the operator asked me to do few tests and answer some question so that he can help. That was great. However, as he was unable to fix the problem he told me that he will refer the matter to the Service Failure department. He said things should be fixed in two business days.
Now, more than 8 days have gone and my problem is still not fixed!
Each time I call the call center, the operator keeps asking me to answer the same questions that I already answered at least 4 or 5 times. Same feedback each time “sorry sir, but we will forward the matter to the Service Failure department.
I did not hear from Service Failure department expect on Monday 18 of October at 9:30 at night!!! Unfortunately, I could not answer the call, so I was expecting him to call at least once again. But HE NEVER CALLED AGAIN and instead sent me an SMS saying” PLEASE BE NOTED, WE TRIED TO CALL YOU”, without even indicating what should I do to get hold of him once again.
The guy never called back.
Now, I call 19777 every day to hear that same answer: we will refer the matter to the Service Failure department. And when I asked for a technical visit, the answer was “Service Failure department will decide whether it is needed or not” as if it is not obvious that after ONE WEEK of failure from TE DATA a visit to the poor customer may be a good thing to do!
What is that? Is that normal for a company like TE DATA not to handle customers’ complaints? Is that normal that TE DATA cannot fix a technical problem for more that 8 days?
Once again, the purpose of this email is to share with you my greatest disappointment from TE DATA service and my regret that I purchased TE DATA service.
For your information, I have reported that matter to the NTRA and I will make sure to publish it in EGYPT TODAY’s Magazine.
Dear Amr,
First, I would like to thank you for the time you spent in reading the article.
Second, I thank you again that you are one of the few who do not accept to pay money for a service that you don’t really get. This is a very positive reaction and it only works when you do not give up your rights.
And you know Amr, if every consumer use his/her legal right in asking for the good quality services which they deserve in return of the money they pay, I’m sure and certain that not only a company like Tedata will put this into consideration, but all companies who follow this strategy of caring less about their customers, will pay good attention to provide a good service and keep it on.
It is the customer who is in fact paying their salaries. But i guess they do not pay attention to that till the minute they face losing their jobs and their reputation.
This is the real case with so many companies out there. They always start with providing good quality services, then when they start to get more and more clients, they just don’t care for losing one client or two.
My advice to you is that you don’t give up and in order to force them to provide you with the good quality service you deserve as a customer, is to post official complaints and not only that, but you keep nagging about it if you know what I mean.
You have no limits when it comes to asking for your rights as a customer. So, use those rights.
We are the reason that those companies grow and make their living and have a job in the first place. Let this be an open invitation to fight companies who do not appreciate that it is us, customers like you and me, who pay their salaries.
Maybe they will start then to think this over, when they are going to lose their customers one after another.
And in addition to the above, people in general only care for their own complaint when it comes to a bad service or another, if another person have the same problem as a costumer facing bad quality service, no body cares but the person who have the problem and it is then like hitting your head against the wall.
We make complaints on a separate base not united. Instead, we all as customers should post and publish united complaints. This really work and it hit the target hard right in the heart.
We will make sure that your complaint and other complaints whether against Tedata or other internet service providers (or any other activity) who follow this caring less strategy against their customers, to reach the first placement on the internet search engines and other different Media as well.