Dear CEO of Zain Jordan, Good Day!
I hope my first public email finds you well.
Last night, I was driving my way back home and on one of the radio channels aired a spot for Zain Jordan’s offer for HSPA+ service; all I thought about at that moment is how dare Zain do such a promotion on a service that’s barely working. It’s very clear for everyone that the promotion has been launched as a response on Umniah’s evo service. As a user of both, I consider this the most unfair comparison.
The moment I got home, my sister looked at me with an angry face saying “Kamel, you’re having a excellent internet connection for yourself at home while we’re suffering to open a picture on Facebook. When are we changing this connection?”, my reaction was opening the laptop and doing a quick speed test after connecting to the HSPA+ router we have at home, which is used as a decoration accessory at home rather than an internet connection tool.
I knew for ages that the service was ridiculous and it barely worked, however, I never thoughts it would reach such a point:
In no way I can understand how a company promoting a service that should reach 21mbps speed, but eventually it’s giving me such results; knowing that I live in Deir Ghbar, which is supposed to be a privileged area in Amman. After getting these results, I posted them on Facebook and here’s the reaction after 3:00am:
More happened on Twitter and you can check the mentions of @ZainJO… Zain’s social media manager @Shusmo is a good friend of mine, and I’m not willing to get him into this as a person; what I’ve been facing, has been mentioned many times on Twitter before he even joins your team and no one reacted, as a mad customer I’ve been totally ignored.
I know the first question that will cross your mind is, why would he continue using the service; here’s my answer; when you first launched the service, not sure how many months ago, I went and bought the line and the router on the same day with 24 months of commitment, thinking that Zain will provide a consistent service, not consistent failures. I would feel that the money I’m paying to settle the commitment is stolen from me, thus, I got my evo connection from Umniah and kept my parents connected on the HSPA+ service, which is barely a dialup one now. This commitment that’s used to secure your company without even delivering the promises.
Now, I will never spare a chance to attack Zain after what I’ve been facing and whatever I can do to publicize Zain’s bad customer service, products and weird ego and attitude, I will do it. Your company’s ego now is unbearable, and if you ever think that you don’t need someone like me as a customer and ignoring me was the best thing to do, I’m promising you, it was the worst action Zain has ever taken, and my promise will be fulfilled, not like your company’s one.
It’s an advocacy campaign I’m starting to teach Jordanian companies how customer service is properly done, and here we start with Zain as the first showcase.
Kamel Al-Asmar – an extremely frustrated client…