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2.166665
Average: 2.2 (12 votes)
Over the last two years, du has established itself as the new telecommunications company of the UAE. By the end of 2008, over 3 million people had chosen to adopt our services and become our customers.

Du's unprofessional and utterly laughable customer service

Had to call 4 FOUR times to get the World Cup package switched on. It seems it is impossible to get something done by Du first time round. This has happened every time I have called to change something or order new services. They also managed to lose some of my paid channels for over a month and have not reimbursed me. I can't bear to call them up to chase. Funny how when you aks for the World Cup package on their IVR you get through straight way, but for anything else you are placed in a queue for up to 30 minutes. They need to invent a new word for Du's non existent customer service ethic. Their supervisors are also rude and obtuse.

Poor GPRS service

The GPRS service of DU is really pathetic specially in Mirdiff!

Du service is deplorable

Today (Sun. 14/02/10), our Du services for TV and landline stopped working. I had to call Du customer service three times from my (Etisalat) mobile phone. Du was experiencing "a high volume of calls", so it took a while to speak to a "customer representative". I had to explain the problems three times to a different person (call center?). All three times I got different answers as to how to resolve the problem myself which included disconnecting the Wifi internet connection, the phone and the TV connections, wait for 60-90 seconds and switch on again. I was also asked to switch-off the power (up to the main power switch of the house!), asked for the decoder ID numbers and "hold" for Du to "reset" our connection remotely. None of this worked. I was then asked whether I wanted to lodge a complaint. I would then receive a call back in the next 3 working days (...). I told the representative that I didn't want to lodge a complaint but I just wanted my TV's and phone to work and not wait 3 days for someone to call me back (it's the year 2010 after all...). The problems I reported were "known problems", although the customer representative could not tell me what these "known problems" were and how long it would take to get them resolved in my case. I then asked to speak to a supervisor or another person that was authorised to talk to me and could help me to minimise the dissatisfaction that we have had all day due to a lack of Du services. After a long discussion I was allowed to leave my (Etisalat) mobile number and the supervisor would call me back after his current phone call. That never happened. In conclusion, I am not impressed with Du's customer service and the way in which my complaint was dealt with. There was no understanding for my dissatisfaction with the Du services in the first place and the calls as a result of that where handled in an arrogant manner. Since I wasn't allowed to escalate the situation (to supervisor or floor manager level to start with), I have no other option than to share this bad experience with other (future) users. Although there are 2 telecommunication service providers in the UAE, you can only obtain the services from Du where we live. This allows them to take this careless attitude towards their customers, as the customers have no other option then to go with Du. I sincerely hope Du management reads the reviews they get on this forum, so they can act upon it and improve their service level towards their customers. For Du to explain the known problem, acting and resolving the (technical) problems quickly (not lodging a complaint and waiting for a call from the technical department potentially 3 days later) would go a long way in increasing customer satisfaction levels. Maybe some of the profit of 2009 can be allocated for this purpose. In my opinion their current service is deplorable.

Du / Showtime removing channels from TV packages

I am absolutely furious with Du/Showtime or whoever else they would like to blame. I have been a Du customer for several years now, but their blatant disregard for consumer rights is shocking. As I live in the Emirates Hills area, we have no choice but to go through Du. I have a Showtime Family package to view the Premiership games and recently realized that ShowSeries Extra and ShowComedy Extra have been removed from my package. Why? If you go to the Du website both channels are listed under the Family Package. Du claims that Showtime has simply removed them. That is too easy. Shouldn't they have something in place that protects their customers against this? After all, we do have a contract with them. I am shocked that Du leaves its customers so exposed when they invest in certain packages only to have channels removed at the whim of the content provider. If I can draw a simple comparison: I sell someone 5 apples and then take 3 away. So they have purchased 5 apples from me, but are only left with 2. Is this fair? Du seriously need to get their act together and stop treating their customers like idiots.

du's TV services are terrible!

Living in the Emirates Hills area, I had to subscribe to du's home services of telephone+internet+TV.
  • The telephone is OK, the internet is OK (but often very slow as the bandwidth is clearly shared by too many people), but the worst by far is the TV service.
  • It is TERRIBLE!
  • The set-top box is an ancient Kreatel device with very limited functionality. Not only has it no recording capabilities (that's OK, I can hook a recorder up to it), but it will not Autotune (if you set the Autotune function for a channel it just "forgets" it). Furthermore, the programme guide is only for the next 12 hours or so, and at weekends, when you most need it, the programme guide is normally missing altogether!
  • I have raised this with du who say they only send through the programme guides they get from their suppliers like Showtime and Orbit. This is clearly untrue as Showtime decoders have programme guides that look a week ahead (and are programmable with built-in recording functions!).
  • du also say they have a new set-top box coming out (they've been promising this "next month" for nearly 2 years!), and the new box will have all the recoding, autotune, etc., capabilities one expects (and which other services already provide).
  • Come on du - we're well into the 21st Century. Time to give your consumers what all other services provide now!!

    • your Ads is not saying the truth

    Since i was planning to try the blackberry service from DU, to see the deference between them and Etisalat, i found that Du advertising Unlimited data plan for blackberry service to its customers, and then they write in small fonts, its limited to 1 GB and then they charge you!! how can that be unlimited ? their coverage is bad in Dubai where they are based, so imagine the coverage in other cities, most of the places outside Dubai i get no coverage. and end up using my Etisalat mobile.

    Total Honesty, True customer oriented company

    From the first time I decided to get a post paid card from DU I only notice fantastic customer support, they pay a great deal of caring about the customer, set aside that the area coverage is not that great and the signal might go down sometimes but I have never seen this much honesty and transparency in other communication companies. I hope the best for Du, and I wish they take over the communication segment in UAE as soon as possible, monopoly has played a lot and it is time to stop it.