Comments on: Open letter: At Fastlink, the customer is not always right

By: Dabbas

Dabbas — Mon, 02 Jan 2006 06:28:00 +0000

we all hate fastlink,you cant find anyone who like (IT),but do we really read these stuff ,no we dont altough we should but in jordan some things are overlooked and taken for granted. so if u didnt plan to read it then you should have saved yourself the time and trouble but if you really planned to raed it then with all of your power go after them until they at least fire mr.ershed all if you want any help ill be gald to stand by your side.

By: nasimjo©

nasimjo© — Sun, 01 Jan 2006 18:22:00 +0000

oh dear Umniah Customer care ;)
The HQ is just across the road and the customer care center is always empty …. I sometimes go there just to chat with a coupla checks the have :P
hehe ….
No for real now, 1 thing im not liking lately at fastlink is that their Customer Care force is less that the Customer Force!

I never got bad treat from Fastlinks guys, very unlike MobCom which i left only because a couple of bad treatments from the customer care service! But just the fact that in case you get into a fastlink shop dont expect to be served in less than 20 mins is really an annoying thing!!

PS: I’ve experienced all the companies in Jordan except for Xpress.. which i am in a coupla months time !!! Sick and tiered of GSM!

By: Tololy

Tololy — Sun, 01 Jan 2006 03:10:00 +0000

Well, since many are interested in knowing what happened, I shall not be stingy in relating the details.

I have sent out a copy of the article posted here to the Jordan Times, alongside the picture of the contract.

In addition to that, I spoke to my manager of the situation and he offered to send off a copy of the article to a senior Customer Care name in Fastlink. I sent him another copy of the article, and the picture, and he sent the email to this senior Fastlink personage. I am most grateful for my manager’s cooperation, and for your concern.

I should file yet another complaint at Fastlink HQ, but now that depends on the flexibility of my time. I have a very good feeling about the email my manager sent out, and I think that should take care of things.

By: salam

salam — Sat, 31 Dec 2005 15:16:00 +0000

by all means do!!and keep us updated!!

By: Sabri Hakim

Sabri Hakim — Fri, 30 Dec 2005 22:51:00 +0000

tololy, please keep us posted on this, i would love to know what measurements are taken, and i am glad your official number is not one by fastlink, i favor the low out of reach net work than to be a customer of fastlink, god how i hate that blue and green…

By: Ohoud

Ohoud — Fri, 30 Dec 2005 22:35:00 +0000

What service is that!

You should defiantely file a complaint about this guy, he lacks even the simplest degree of professionalism

Keep us updated!

By: Khalidah

Khalidah — Fri, 30 Dec 2005 04:07:00 +0000

The real problem here is incompetency

By default; a customer care respresentative should competent in what he does and that is CARING for customers’ needs. It is not about service anymore, it serving with care and that makes a big difference.

There is no excuse what so ever for bad manners or bad behavior like this guy obviously did.

Now the problem with ALL fastlink employees is arrogancy .. pure and simple .. they think that everyone is beneath them. Well, newsflash; you are there to serve the customers regardless of who they are, and if you as a customer care rep do not understand this fact; you are in the wrong business.

You did good my dear, but do not wait and file a complaint. even if they were not decent enough to do something about it; at least you did the right thing and got even

P.S. I was a fastlink user and I can tell you stories of bad service and pure stupidity, but ever since I shifted to mobilecom, I did not face any problems ..

By: Tololy

Tololy — Fri, 30 Dec 2005 03:03:00 +0000

Just for the record, my official number is not one by Fastlink.

By: Nas

Nas — Fri, 30 Dec 2005 03:00:00 +0000

I run into certain situations like this in Jordan, and my older sister has the tendency to make a big scene and get her way in the end.

There are times when every atom in my body wants to lash out at this employee and strangle hold him (or yes, her) but a second voice creeps up in my head and I begin to sympathize. Here is what that voice tells me…

In a perfect world the customer is always right and the company he is doing business with, whether in the thousands or even a penny, should always serve him or her right. But if I make a scene I will probably get this guy fired and in Jordan he will be unemployed for months before finding something else, and over what? the guy makes 200 jds a month, more or less.

then that voice dies down…

now there are of course many situations that warrent intervention. i tend to weigh these in my mind. i guess your situation here is one of those that does warrent an intervention of some kind. even at the risk of pissing off the voices in my head.

wait, that didnt come out right.

By: Basem

Basem — Fri, 30 Dec 2005 02:09:00 +0000

This is inevitable!

When the customers collectively & willingly create a mammoth out of one -of many- service providers for no good reason; then expect to be taken for granted and treated like an old mule!

Jordanians have an excellent opportunity to milk savings out of the competing operators, yet we have only succeeded in playing a passive role by anticipating action by them to help us save more, it wont happen