This is an open letter to all Fastlink personnel, specifically to their Customer Care division, and to the companys client base in Jordan. I shall write out of personal experience and will not attempt to criticize in empty words. My account is not meant to bash the company or its employees, but to bring back to their attention that I, as their customer, have the full right to complain of lack of professionalism and manners. The name of the Fastlink employee who needs additional training will be disclosed in this account, as well as in the official complaint I shall make at Fastlink HQ, and possibly in other materials.
I had the chance to visit Fastlinks corner in Jubaiha Safeway stores at precisely 4:20 PM, today, Thursday December 29th, 2005. The purpose of my visit was to finish a transaction concerning the changing of a pre-paid offer into a post-paid one. Had I known any better, I would have saved myself the money, the time, and the patience I lost in this call.
The procedure was pleasant enough, official enough, until the Fastlink employee named Tareq Ershaid handed me two papers to sign. A quick look at the papers proved that the printer was obviously jammed when they were produced, and this caused the very words contained in the contract to be like a game of crosswords. I refused to sign the papers and demanded another copy, and at this point, Mr.Ershaid said nothing. He proceeded with the official steps, took my money as could be expected, and asked me again to sign the papers.
I refused to sign, again, and asked for a proper copy of the contract. It should not be so strange to ask for a copy of your contract printed out properly, no? Apparently this is unheard of at Fastlink. Mr.Ershaid, and praised be his manners, then resorted to another tactic. He literally told me that he has other customers to tend to, and has no time for this. My shock was unspeakable, and he did not stop at that, having a bad hair day no doubt. He added that he would change something in the contract to make my deposit five JDs instead of three, if I do not sign the paper.
Customer Care has no limits. Mr.Ershaid even said that he would take the papers without my signing them if the need be so, and that my signature is not really that crucial. I was scandalized by this. Yet I was very short on time and did not wish to make a scene because things on such occasions get ugly, so I signed with the full intention of filing my complaint anywhere it may be read.
Following is a picture of the contract that I received, I shall be writing about this to any source that may wish to hear of it. Should additional information be needed to prove this case, I will provide any data without hesitation.
I find it hard to digest that a printer is not functioning properly, and a firm as gigantic as Fastlink cannot replace it. The case maybe so, but shouldnt Mr.Ershaid have known better than to print out a blurred contract and hand it in to a customer? At the very base of professionalism is respecting clients, and I see no respect in what he did. He could have told me that the printer is not functioning as should be expected, and I would have left with no hard feelings. He could have, at the very least, apologized for the mess of words he generated. Yet he did not, and he added to that his insolent comments and semi-threats. Funny how he only said those words after he took my money, dont you think?
I would have guessed such people undergo certain training courses on how to deal with the public, how to promote the companys products, or say and I am just guessing here, how to show some respect to perfect strangers after you take their cash. I was obviously mistaken, and I am extremely unimpressed.
My sister called Fastlinks customer service number, and the girl who answered was gentle enough. She urged us to take measures to make this known to the company, and by God, take measures I will.
Yeah this could be the printer driver or the editor itself which the document was printed from. You can actually read the jargon backwards if you try.
Well the guy is an idiot, but I’m not sure that even if he printed another one that it would have been better, it would have probably looked the same.
I think you should have just asked for your money back and gone to another store.
Can people transfer cell phone numbers between providers in Jordan? I remember them saying it was gonna be done in the fall.
I can’t say I’m surprised. I was a client of Fastlink for years, pretty much as soon as they starter their operations. I can’t even fathom the amount of money they’ve taken from me over the years (I travel a bit)a good month was a 400JD bill, bad months reached over 1500JD. I can honestly say that I never got anything done at fastlink without a “wasta”. I’ve had my line disconnected during my travels. Roaming services stopped…the list goes on. Do yourself a favour and move to another one of the companies that are in Jordan. I moved to Mobilecom myself, and other than one incident very early on, have not had trouble since.
You should have added a brief note below your signature alluding to the fact that there were some material appearing in the contract in such and such paragraph which appear to be intelligible,blurry, and unreadable.
Should this material have an adverse effect on the mutual contractual relationship between you and Fast link, the contract would be rendered null and void. You should also have turned around and asked the person standing behind you to witness your statement and signature on the document.
Having signed the document albeit reluctantly; without countering his menacing relentless attitude may in the long run have an adverse effect on you. I personally would never sign anything unless I’m 100% sure of it.
Notwithstanding, It is a good first step though you are lodging this complain but I’m almost certain that he will come out of it smelling like a rose because he is only an employee and he isn’t responsible for the machine malfunctioning.
The most he will get is a slap on his rest. I think that you should follow up with the main branch of the company and demand that you receive a new contract that is readable and not blurry, in addition to an apology by the company along with a complimentary gift.
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
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.
Just for the record, my official number is not one by Fastlink.
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 ..
What service is that!
You should defiantely file a complaint about this guy, he lacks even the simplest degree of professionalism
Keep us updated!
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 all means do!!and keep us updated!!
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.
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!
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.