All of a sudden, the Internet stopped working at home, that happened earlier today, at about 6.15am. No big deal. I restarted the router but unfortunately that did not resolve the problem. So I called their helpdesk and after going through the usual hoops of their IVR by selecting the right options then inputting the Zain’s WiMax telephone number and password and waiting for I think 3 or 4 minutes more on hold (I love their signature music, don’t you?) the guy eventually comes online with their now traditional greeting, which again I much appreciate, especially when the alternative at Batelco is akin to a rabid Rottweiler’s barking, he sweetly tells me that the WiMax people did not start work yet and if I could call later!
I just looked at the phone in disbelief! I asked him whether he was joking, but no, he was as serious as a heart attack. He made the again Zain signature apology sweetly and I put down the phone completely in disbelief.
Zain sells WiMax, an Internet service and they don’t have a 24 hour support team in place!
I got in my car and came to the office to carry on with my work. But the first thing I did was to confirm the above and once again called their help center. I went through their IVR, made my now memorised choices and got to an operator and asked, sweetly, what the WiMax helpdesk’s operating hours were. She very sweetly replied that it is from 8am through to 10pm.
8am to 10pm is a regular job, NOT an Internet help desk! What the hell is up with that?
I’m starting to get a few goosebumps here people. A few days ago – last Saturday to be exact – a similar situation happened. The Internet just stopped working. After the guy assuring me that restarting the router would resolve the problem. It didn’t. So half an hour later I follow-up only to be told – politely – that my initial suspicion was right and that they do indeed have a problem with their platform. Okay, that happens, well how long will it take to get resolved? I asked, to be answered with: “well a few hours at most sir, can I do anything else for you today?” – A FEW HOURS?, and I converted to Zain because I wanted a better price and reliability?
Yep, Zain can do something for me today for sure, they can take their WiMax and shove it where the sun don’t shine!
At least until they operate proper helpdesk mechanism that actually works around the clock, like any self respecting ISP would.