anayman_k7 wrote
Can anyone explain why they do that!? The logical thing is encouraging the more expensive plans where the profit should be higher.
A lot of customer service in Lebanon is quite retarded. Customer service or experience. Many things are very amateurish.
For example to upgrade my data plan, I have to call alfa, and give them a bunch of information to "prove" that I am actually allowed to upgrade my plans, such as amount of last bill, bank branch, etc. This is very annoying and humiliating.
Compare that to the provider that I was using when I was staying in the UK. All I had to do is log into their website (username and password), which, by the way, is
responsive (hello? you provide mobile services and your site is not responsive?), select my plan, click apply, and that's it.
And by the way, how I got that number? They just send out spam envelopes, with a sim card inside. So I was checking my mail (something else we don't have here), and saw it, and though "oh, I need a phone number, by the way" and 10 minutes later I had activated my new number online.
For my bank, I can also check my account online, and they have a mobile app too. I can do free transfers to anyone else's account and it gets there within seconds. For my Lebanese bank I have an account too, but it's pretty useless for anything more than checking your balance. Their site is pretty ugly and like 20 years old, confusing, and useless. For doing transfers, I have to go down to the bank and pay like $20 (or $35 for different currencies). It's a big deal.
Oh and when I loose my card, I have to drive to the bank to
sign a paper requesting a replacement (again, big deal!) then drive again another time to pick it up a few days later. In the UK I would just log in to online banking, click "lost card", confirm, and receive a replacement in the mail 3 days later.
I could go on and on.
And then there is that time where I was lectured by a parking valet about "my duties as a customer".
I don't get it, nobody cares about the customer experience.
It doesn't make any sense.
PS: To be honest, I can see some progress being made.
So let's hope for the best.