Zain Jordan Wireless internet is a disaster
This is a story about me paying premium for internet access (1200 U.S.D or 850JD), and then getting bullshitted every day and having no internet access.
This story is my daily issue for almost 2 months now, it is totally unbearable, and basically, zain really really don’t give a damn about you if you paid already, they will see to it that you don’t get a refund and the rest is irrelevant to them.
For starters, i have been a network engineer for over 6 years now, Never have my servers had ANY downtime, My Services are built with network redundancy, and i have been doing this for a living for a long time now, In short, i know what i am talking about really well.
On 2009/06/17 i visited Zain’s 8th circle branch to get an internet connection (WiMAX), Umniah was ok and working fine (Unlike WiTribe) who are worse than Zain, But with all the hype, i had to get the Zain 5Mb/s connection (That never reaches 2Mb, and is 512Kb/s most of the time), So i got myself the Motorola USBw 100 (USBw 35100 to be exact), along with an upsized download limit and a dedicated IP address, All in all i paid 850JD ($1200) for the subscription, and this is where my hard times started.
Here are some points you need to know about… this is a daily misery thing, In general, zain will stall you until your refund period is out, then you have to chase there wild gooses begging for a service since you have no choices (Of refund). I have asked for a refund so many times, and every time they stalled me somehow, not refund is not an option, i once insisted that i want my refund now, and they told me the only person who can refund you is the person who sold you and he is not around at the minute.
1- There Zain’s WiMAX customer care representatives will not help you with an existing ticket unless you give them a ticket number, when adding a new ticket i ask for a ticket number and they tell me we don’t give ticket numbers, tickets are tied to your Zain phone number, i ask then why do you ask for one every time, and they tell me there are two separate systems, one without numbers and one with numbers, i ask them to add my ticket to the system with numbers and they tell me “Mish min 3inna siiiir”, Ok, i comprehend, Although in no way IT specialists, they sure have a master’s degree in bullshitology, If they know how to bullshit you, it does not matter how much they know about networking, and believe me the don’t know what DHCP or connectivity means, What is there to explain about the word connectivity, it is derived from the word connect, they ask for an elaboration for the simplest of statements, only to answer a question you never asked.
2- They send me in the middle of a traffic jam on a very hot day to Zain’s 8th circle to send my USB doungle for testing, i get there and the guys at the 8th circle tell me, “Which smart support line representative sent you to us”, the problem is not with the hardware and there has never been a need for you to come here…
3- When i get to talking to an actual engineer a month+ later, he tells me to visit them again, i say i will not visit, and he says, ok, i will resolve it without you coming, which he did not, now he does not answer my phone calls any more !
4- A guy from the 8th circle gave me his phone number before the engineer mentioned above, but obviously he never answers that phone, in the geniuses own words, Call me tomorrow morning and i will fix it for you in ten minutes.
4- Some of there customer representatives tell me, We know that we have this problem sir and we are working on it (For almost 2 months now), others tell me with an aggressive tone, what ignorant colleague of mine told you we know about this problem, we have no problems what so ever, what you think is a problem (No connectivity) is just your imagination (Not literally, but this is what a statement from Y**** or Z**** boiled down to).
5- I call them on Saturday, in the middle of the conversation the line was dropped, i called again and asked for same person so i don’t have to go over everything again, and the rep that answered R*** told me that i have to explain things again, because the other rep i was talking to had a computer crash, and she will help me, then she proceeded to tell me there is no one in zain who can help you on a saturday, call us tomorrow.
6- I ask for a ticket that says connectivity is lost after connecting for 1 or 2 minutes, the rep asks me it is a “Obtaining IP address problem”, i told him i have that problem in addition to this one, but the obtaining ip address DHCP problem is bearable since i can connect once from every 4 times, let us stick to the connectivity issue, he registers the ticket about the problem he suggested and totally ignores what i tried explaining to him for over 15 minutes, the ticket stated my not so urgent problem and left out the original problem, the problem that even when i am connected, connection is lost after 2 minutes and stated to be active by the motorola connection manager.
7- I call to check on my ticket, and the Zain support representative tells me “Over here it is marked as resolved”, they decided it was resolved regardless of weather i can or can not connect to the internet.
8- I ask for a refund for the 10th time, they tell me i can not have one simply because they stalled me until the refund period is over, although i CAN NOT use my subscription, And no week passed without a problem that spanned an entire day, nonetheless i can NOT get a refund either, it’s like selling me virtual internet, you paid therefore we will claim you have internet, You can brag in front of your friends too if you like.
Umniah’s support is not much better, i told the guy, DNS is not resolving although your DNS servers are registered on the router and on the PC, he tells me, what in the world is DNS, talk to me in arabic, don’t tell me DNS w ma DNS, This was a transient problem, but it is probably why i considered Zain’s WiMAX service anyway (MADA WiMAX)
In short, umniah is best, Zain and WiTribe are not usable, So beware.
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