Etisalat - T&A Building — Local services in Abu Dhabi

I am writing to express my dissatisfaction with the service and behavior of your staff at the e& office located at F9J6+44M - Al Hisn - W4 - Abu Dhabi. My recent experience at your branch was disappointing and does not align with the high standards one would expect from a reputed company like e&.

Here’s a detailed account of the incident: Initial Interaction: Upon entering the office, I approached the gentleman assisting customers at the front desk and sought help regarding a SIM replacement issue. He directed me to try using the machine. I followed his instructions, but the machine was not working. Repeated Referrals: I returned to him for assistance, and he told me to try a different machine without offering any further help. This cycle repeated several times, demonstrating a lack of interest and initiative in resolving the issue. Assistance from Another Staff Member: Eventually, a lady staff member approached us and inquired about the issue. She provided a genuine response and explained that I needed to go to the first floor, where an agent would assist me further. Unprofessional Conduct on the First Floor: Upon reaching the first floor, I observed staff members moving around without focus. I approached a gentleman for help, but he rudely directed me to go downstairs to collect a token. His tone and approach were highly unprofessional and unacceptable. Token Denied: When I returned downstairs for the token, the same gentleman refused to provide one. He stated that my issue could not be resolved and outright ignored my concern in a disrespectful manner.

This entire experience was both frustrating and disappointing. The staff’s behavior—marked by indifference, lack of professionalism, and disrespectful communication—reflects poorly on e& as a brand.

I urge e& to take this matter seriously and address the following: • Conduct customer service training for staff to improve professionalism and communication. • Ensure clear processes are in place for handling customer issues effectively. • Implement strict oversight to avoid such incidents in the future.

I hope this complaint will prompt necessary action to ensure a better experience for your customers in the future. I will continue to raise this issue until it is...

Very disappointed with the service I experienced at the Etisalat Business Centre T&A in Khalidiya when I visited as a responsible customer to update my Emirates ID.

I initially attempted to update my ID through the Etisalat app, but the process would not proceed. I even went to the Etisalat shop in Khalidiya Mall, where the staff informed me kindly that ID updates could only be done at the Business Centre. Since I work on weekdays, the only convenient time for me to visit was on a weekend - So I went today Saturday at around 4:00 PM.

Upon arrival at the Business Centre, I was referred by the ticket desk officer to the duty manager. However, the entire process took a very long time, and I was left without any updates while my Emirates ID was taken inside. When I approached another staff member outside named Momen to inquire about the status, he responded dismissively saying that he had another customer. While I understand that staff may be busy, a courteous and professional response such as “I’ll be with you shortly” would have been much more appropriate and aligned with PROPER customer service standards.

By the way, the duty manager assured me that my Emirates ID would be updated in the app within an hour, but even after 6 hours, nothing has changed. I confirmed this by calling customer service, and no update was made.

It was quite disappointing to experience such treatment at a Business Centre where one would expect a higher level of professionalism and service quality—especially compared to other Etisalat branches where staff are usually much more helpful and courteous.

I hope this concern can be looked into and addressed appropriately, as customer service plays a vital role in maintaining Etisalat’s...

I am extremely disappointed with the lack of resolution from Etisalat regarding a Wi-Fi and TV disconnection issue that has persisted for over three days. Despite raising multiple complaints — including a physical complaint at your office, a formal email, and multiple phone calls daily (often 4–5 times per day, with a minimum of three calls per day) — there has been no meaningful response or resolution.

The issue began on Monday between 10 a.m. and 11 a.m., when an Etisalat technician came to repair a connection in the main building. During this process, our Wi-Fi and TV services were disconnected. We personally informed the technician and requested that the issue be rectified before he left. However, he left without notifying us or restoring our services.

Later that day, when another technician visited, he inspected the connection and informed us that , the system incorrectly showed a request for service shifting — a request we never made — and it appeared that something had been removed from our connection box, which caused the disruption.

This situation has caused serious inconvenience, as our daily online classes and work-from-home activities have been severely impacted. The repeated delays, lack of follow-up, and miscommunication are completely unacceptable from a national service provider.

My current complaint number is 63070269. If this issue is not resolved immediately, I will be left with no choice but to escalate this matter formally to the Telecommunications and Digital Government Regulatory...