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.
Best Regards,
Kamel Al-Asmar – an extremely frustrated client…
We are all with u ready for everything it takes to make them respect jordanian customers
Thank you for addressing this issue publicly Kamel, I am not a Zain customer anymore (at least not for internet services) however, I could not agree more about how large corporations in Jordan in the overall are just unbearable anymore.
I think the first shocker about this is how such a company in the size and scope of Zain and what it promises fail so horribly in delivering a key service, then you’re even more shocked when their complaint handling fails even more horribly. Putting those two together, you can only assume that such company has as little regard to what is supposed to be its greatest asset (its customers).
I am afraid this has become a trend among corporations in Jordan, most of which have forgotten that customers have rights, and most importantly, they failed to recognize that customers have power; especially with digital media around.
Going back to your approach, I believe that public disclosure is key in turning the situation around, and its a great way to bring more awareness to many customers that may be in similar situations but are unable/unaware about how what they can do to change things around.
I’ll finish with saying that it is not too late for Zain to take corrective actions, but I certainly hope that they don’t wait too long before doing that.
Good luck Kamel, I will certainly keep an eye on the track of how this goes
Zaid,
I would like to thank you too Kamel for bringing this up publicly. We suffer (literally suffer) from the internet service at home! And we addressed the customer service numerous times hopelessly.. Not to mention the unwelcoming response from the call center staff!
I thought that I receive this bad service because I live in Jwaideh “unprivileged area” which is only about 10 min from deir ghbar.. But it seems that, even the privileged areas in Amman are receiving the same service..
I think that if Zain is unable to serve its clients with the service it is promising and is unable provide the service that we paying for, then it should not be promoting the service it is failing to fulfill..
I really hope for things to change because i really cant remember when was the last time i watched a 5 minute video with no interruptions!
Noura Qatarneh
Interested to see whether they will response to you or not. “عالم جميل” lol!
I have to call them almost every other day and ask why my connection is so pathetically slow. I often ask the person over the phone, “What happened to Zain? You used to be so reliable and solid. Now you are slow, inconsistent and a daily disappointment”.
I hope this blog goes viral and I will post it on my facebook now. “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.”
I am not sure if you know me Kamel, but I was told about your letter, and frankly, it says everything on my mind, but you have the way to deliver it more than I do… Zain internet is the worst thing I have ever done in my life, I used to fight with the call center on a daily basis, and they hung up the phone in my face couple of times.
I have never seen anyone happy with Zain’s HSPA+
Thank you and wish you all the best.
Amer A. Qatarneh