[Resolved]  Mobinil Egypt — Unprofessional and/or Unaware Mobinil Staff of Mobinil Products

I would like you to read the following carefully as it is my bad and unexpected experience with Mobinil. On Thursday, July 3, 2014; I bought “Mobinil 916 - manufactured by Alcatel” from Mobnil Shop (Road 9, Maadi, Cairo); as most of the displayed mobiles weren’t available. Few days later, I travelled for 2 weeks and I noticed the following: 1) Arabic texts that I receive as SMS; when I forward or copy and paste are received BLANK; but if there is punctuation (i.e.; full stop, comma, etc.) is received and I repeat that there is no Arabic texts. 2) There is no indication of how to transfer from English to Arabic language to write messages. 3) A problem in sending emails. On Wednesday, July 30, 2014; I visited Mobinil Shop (Road 9) to inform them of the 3 above issues. The technician (Mr. Mohamed) solved item 3 (sending emails). He spent a long time trying his best to solve the other 2 issues (i.e., transfer from English to Arabic and forward or copy & paste Arabic to send) but he wasn’t successful and I had to leave otherwise I would miss my appointment. He advised me to try all the buttons (Keypad) may be to transfer to the Arabic language will show. On that day, I checked the Alcatel site & the FAQ; but there was no mention of the Arabic language. One of my friends told me that there could be a software problem and advised me to inform them. On Thursday, July 31, 2014; I visited Mobinil Shop (Road 9) but the technician (Mr. Mohamed) wasn’t there and talked about the problem with the ‘Supervisor – saw me the previous day’. She insisted that they can’t do anything about it and that I must go to the ‘Guarantor’; she added that it can’t be replaced as 14 days passed. My reply to that, that I travelled 2 weeks and that I can show her my plane ticket, and her answer was that these are the rules that can’t be changed. I asked her to check with her supervisor; she said that the same will be said. She did check – as she told me – and returned saying the same. Several customers, in the shop, were shocked and a couple advised me to contact ‘Mobinil Customers Service”. Please be advised that the salesperson didn't mention a word about the 14 days for replacement and it is not indicated in the ‘Invoice’. It would have been difficult to apply the 14 days as I was traveling and I wasn’t going to pay a return ticket to replace this mobile. In addition to that, I didn’t want to replace it but I wanted them to solve the Arabic language issue. Same day (Thursday, July 31), I contacted Mobinil Customers Service and explained the Arabic text problem. After a while, she asked me to go to the ‘Settings and then SMS Service Center to change the code to be: [protected] and the Arabic language will be written to send’. She told me that I should switch off the mobile and then on so that the code operates. In addition to that, I still have to go to Mobinil Shop to pursue the process; I explained and I repeated that the supervisor said ‘that there is nothing that they can do, so how can I go; she repeated and I repeated the previously said.’ Then Customers Service Staff ended the call by saying ‘Thank you for calling …….’ I expected from the ‘Customers Service’ to say that they will contact the Mobinil Shop (Road 9) to explain the issue so that I can pursue the process!! I followed what was told to me; as previously mentioned above; when I switched on my mobile, I found that the cursor is on the left – to write English, then it moves to the right side to write Arabic language. THE PROBLEMS ARE= BLANK MESSAGES ARE RECEIVED & CAN’T SWITCH FROM ARABIC TO ENGLISH. I called ‘Customers Service’ again and mentioned the problems and my previous call. Mobinil staff insisted that language is changed from ‘Settings’ and said that what was written by her colleague according to my previous call ‘that I had a problem in sending messages’—which meant that I didn’t tell the truth!! I repeated the problem without any success and she ended the call by the phrase of ‘thank you for calling…’ On the same day, I went to the ‘Guarantor’ as I didn’t get any help from neither Mobinil Shop nor from the Customers Service. The Guarantor mentioned that it will take 5 working days. It took nearly a week to collect. The conclusion was that the issue of switching from English to Arabic was solved but the issue of sending Arabic language – even through forwarding or copying & pasting – weren’t solved still received BLANK. This issue was discussed with several technicians and the result was ‘Mobinil 916 doesn’t send Arabic text.’ NOW, why wasn’t I told about this issue? Is Mobinil aware of its selling products? Why do I spend time and money for a product manufactured for Mobinil that doesn’t send Arabic Texts? Why some of the Shop Staff and Customers Service are not helpful, arrogant, and unprofessional? I am sorry to mention that I find it rather difficult to deal with Shop Staff (Road 9) and I hope that the other branches are different. I am looking forward to receiving a reasonable explanation clarifying the selling of your product “Mobinil 916” without mentioning to your customer ‘that it doesn’t send Arabic texts’ and explaining the behavior of some of your Shop Staff on Road 9 and Customers Service. Sincerely, Nevine Labib[protected] Old Victorian Association Member Organizational Behaviour Course (United Kingdom) Cambridge International Diploma for Teachers & Trainers (United Kingdom)