United Networks has horrible sales service
United Networks needs to brush on their sales strategy if they would like to retain customers in the thin Kuwaiti market for DSL/connectivity services. Although they have reduced their prices to be more competitive but seems they have lost control of their sales department. Someone needs to tell this to their PR department that all the effort on their promos and offers are going down the drain if they cannot convert sales queries to business.
As a technology consultant I have to recommend good network providers who offer customer friendly service and pricing combination, and lately I have been pushing United Networks, because it kind of fitted the bill.
I tried to get hold of both commercial and residential DSL connections for my clients and some of my friends and family members, but after hearing the horror stories of no response for days to constant telephone calls, I am writing them off for now, atleast till they get their sales sorted out. I had to actually chase up a quotation for couple of days and still am waiting on it even after repetitive phone calls to their sales team.
Whats surprising is that their commercial sales are redirected to one person and that too they ask you to call him on mobile. Now this is bad business practice. I am a customer and I do expect some courtesy of being attended by a responsible sales team, especially if I am giving you a guaranteed sales. And just to hit the final nail in the coffin, two of my last calls were picked up by competitors and they converted it into business within 24 hours.
I agree, I like the provider’s pricing and the connection is good, but the service is just horrible. I recently decided I wanted to upgrade the speed I’m getting from 128 kbps (was only browsing and using e-mail) to 1mb because I want to play games online. I call them up as a current contract holder and they pass me around the office because I speak English. Everytime I said hello, the person would here me speak in an American accent, say “hold on,” then yell someone else’s name before putting me on hold again. After going through SIX different people, I finally get one that’s willing to even listen to my sales request and they tell me I can’t upgrade over the phone, I have to go sign a new contract at a booth. Now, if they have my details, a currently valid signed contract with the ministry ok for the phone bill being cleared, shouldn’t they be able to simply upgrade my in the system? I’m already doing direct debit for the payments, so they have access to my money! It seems ridiculous that I can get approved for a loan over the phone from NBK, but if I want to give United Networks more money every month for faster service they make me go through a hassle. The simple fact that they want me to come into an office turned me off and I’ve walked past their booth in the Avenues several times now.
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