Najib posted about how awesome MTC were two weeks ago for helping his friend out when he had a problem. Well I ran into a problem today and it was like a big WTF.
My previous MTC line got killed because I didn’t recharge it so since I’m in Lebanon for 5 days I figured I’d get another line so I could get online from my iphone so I can tweet and stuff. I went bought a line from a store, put the sim card in my phone and called 111 to get internet activated. Mobile Internet was the second option in the menu so I pressed 2 and listened to instructions on how to activate the internet which is sending and SMS with the word “mi” to 1188. I do that and get a message that mobile internet will be activated in 24 hours.
So I think great. But the automated system said something about a 25MB limit, I wanted at least 100 so I called 111 to talk to a customer support agent and while I am going through the menu options I get to around option #7 or 8 and I hear 3.9G Internet. I was curious to what that was and go into the menu and realize they have a package I wanted which was 19$ for 500MB. I hangup send the SMS “hs2” to 1188 to activate that package and to my surprise I get the following:
“Dear Customer, you cannot subscribe to 3.9G – 500MB Service because you are subscribed to Mobile Internet Service. You can subscribe as of 2012-05-08”
I was like WTF? So I call and talk to a customer support agent, I tell him I wanted internet on my phone and the first option that came up I signed up to but I want to upgrade it to 3.9G and I am getting an error. He tells me I need to wait till next month. I was like you can take the $5 I paid for mobile internet, cancel it and let me sign up to the 19$ package. He was like he can’t do that. After like 5 minutes of arguing I was like ok fine, so whats the difference anyway? He’s like what phone do you have? I was like an iPhone. He was like Mobile Internet doesn’t work on your iPhone since mobile internet is WAP.
That’s where I blew it. I was like WTF? WAP? Who the hell still uses WAP? Why the hell are you calling it Mobile Internet and why is it the second option in the automated menu? I mean seriously? I got a new phone line, called 111, got an option for mobile internet which I assumed meant internet on my mobile and it turns out you have ANOTHER mobile internet option called 3.9G hidden later in the options and what’s even more confusing is what you call mobile internet is actually WAP?
I was super pissed and the guy wouldn’t do anything about it. I couldn’t throw money at the problem, I asked to talk to the technical department and he refused to transfer me and I was getting really pissed. Finally I asked to file a complaint so that at least MTC know how stupid and confusing their terminology and menu layout is and he wouldn’t even do that. He told me he can’t take or file complaints. WTF?!! I then asked to speak to the person in charge at the call center and although it took some convincing I finally got through to him. The call center manager was much more understanding and unlike the first guy I spoke to was aware of this issue which seems to happen with a lot of people and was very apologetic. Still though nothing could be done about it.
So now my only solution is to buy another line so I can get internet on my phone. That’s ridiculous and MTC really need to fix this crap.
Dear Sir,
Kindly refer to the following Link in order to provide us with your mobile number to allow us serving you in a better way.
http://www.facebook.com/#!/MTCTouch/app_296754550372992
Thank you,
Best Regards Always,
MTC Touch Customer Care
I already contacted customer support, didn’t you read my post?
Dude, I was like ‘whaaaat’? And then my friend was like ‘I know’ and then we were all like ‘what the hell’?
Dear Mark ,
We Didnt find any query under your name.
Kindly resend us your query on the mentioned link in our first reply.
Appreciate your cooperation.
Best Regards,
MTC Touch Customer Care
There isn’t anything to solve for me, I’m leaving in a few hours back to Kuwait. You need to fix this for you and your other new customers so they don’t get screwed like I did.
Dear Mark,
Give us a try to proove if we can help or not 🙂
Will be waiting your reply before your travel.
As I mentioned in my previous comment you can’t help me because I’m leaving the country and I’m now actually at the airport typing this. My post was to create awareness on how confusing your naming structure is and how you make life difficult for people who want to upgrade. If you want to help its easy:
1) Do not call WAP mobile internet. Call it something else like WAP or whatever but calling it Mobile Internet when it isn’t is very confusing
2) Either rename 3.9G internet to Mobile internet and offer customers two speeds, low or normal speed (Whatever you want to call it) and 3.9G. At the very least call it 3.9G Mobile Internet on your 111 menu system and move it to #2 instead of the current WAP option which is at #2
3) Allow customers to upgrade without having to wait a full month cycle. How outdated is your software that you currently have to turn away customers who want to pay more to come back again the following month?
Oh and how can I forget
4) Allow customers to file complaints over the phone. The reason you didn’t find any query under my name is most likely from what i understood from your customer support rep is that people can’t file complaints over the phone.
Since you record all the conversations though you should be able to find and listen to my phone call for further details.
Dear Mark,
The reason that we didn’t find your query because you contacted the call center which is not our section and this section couldn’t contact you before because we were on Easter Holidays.
We are the online customer support and we found you by coincidence, we wished you mentioned that you contacted call center so we could know better about your case.
We are sorry for any inconvenience that occurs.
Have a safe Trip Please
I did mention I contacted the call center! If you read the post I clearly say:
“So I call and talk to a customer support agent”
Dear Mark,
Unfortunately we tried our best to help and you didnt allow us to modify the service for you.
All your concerns will be sent to the concerned parties to look on their feasibility.
All we can wish now for you is a safe trip and that you reach your destination quickly.
In Case you need any other Help or if you have any query kindly contact us on our online customer care tab.
Best regards Always,
MTC Touch Customer Care
Excuse me? You tried your best to help me? Did you happent to listen to the 30 minute phone call where I was begging the customer support rep and the call center manager to fix my problem and they both told me it wasn’t possible and neither one of them was willing to help me out?
Just because you came here 3 days after the fact while I’m about to travel and tell me you can help me doesn’t mean you can help. You can’t, I needed internet on my phone from 3 days ago and unless you can take us all back in time 3 days (which would be lovely since time did fly by quickly) then really you can’t help and you didn’t help when I needed help 3 days ago.
lool mark bi 2afa 2idak 😛
khalas kebbeyet nescafe w rawi2 a3sabak
yalla Lebanon’s Customer service kello hek (okkkk 95% menno:P) y3neh law jebet alfa makent l2it l 7all asra3 mn hek basita …
PS: you should always ask a friend before following up some machine or customer service instructions 😛
Well I believe when you have a problem you should complain about it. I think customer service in Lebanon is improving and if you don’t complain about something they won’t be able to fix it.
Thats why we are online to find out more about customer complains and to serve better.
Lovely Day to All!
And thats why I went with MTC and not Alfa 🙂
Glad to Hear That 🙂
Well, i’m having the same issue as you Mark..
Can’t get rid of the Mobile Internet (WAP) to subscribe to 3G.
Myself I’m a Telecommunication Engineer and confused with MTC Terminology…
Which definetly needs to be changed…
Dear MTC Care, come on let me see how you solve this issue.
I also registered on your site, and you only have an option Activate/Renew service…
AT LEAST GIVE AN OPTION TO REMOVE A SERVICE.
Thank you, for not having internet on my mobile.
I’m a geek AND I’ve also worked on ad campaigns for a telecom brand for 4 years so if I got confused I’m sure a lot of people are also having the same problems. This is why I called them to let them know, hopefully they’ll fix it.
Well Mark after 10 years abroad, my first week in Lebanon, i’ll need to wait a month before subscribing to a new service (3G).
At least you were able to speak with them.. I’m only having the automatic answering machine..
Hope your post will help so they fix issue, I bet lot of people are havinf the same stupid problem.
Come on MTC Customer Care.. Show that you care & able to solve this issue..
Yeah I kept getting the answering machine but I then found out if you press * you should get a real person. Took me a few tries to figure that out. But don’t worry they won’t help you anyway, the guy kept telling me they were not authorized to remove a service or deactivate it.
Thank you, yeah I won’t bother myself calling.
Too bad that the only fast solution is to get a new sim card.
I already gave my number to lot of people..pffff
Let’s see if Mister MTC Customer Care will reply with a better solution.
Regards.
Dear Mark,
We are sorry again for your unfortunate experience, hopefully to be forgotten soon. All your previous comments, concerns and complaints have been attentively taken into consideration in our quest to reach the peak of Customer Satisfaction whether in Service or Support.
For any future inquiries, complaints or even simple suggestions you might wish to relay, you may kindly refer to one of the following links to submit your details and someone will contact you to assist you.
http://www.facebook.com/#!/MTCTouch/app_296754550372992
http://www.mtctouch.com.lb/autoforms/portal/home/Corporate%20Menu/Contact%20Us
Have a lovely evening.
mtc touch Customer Care
Hello Rawad,
Thank you for believing that mtc touch really cares; and in order to prove you right, we would highly appreciate if you would kindly refer to one of the following links to submit your details along with your mobile number so that we can contact you the soonest to resolve your above complaint to your satisfaction.
http://www.facebook.com/#!/MTCTouch/app_296754550372992
http://www.mtctouch.com.lb/autoforms/portal/home/Corporate%20Menu/Contact%20Us
Have a lovely evening.
mtc touch Customer Care
Thank you MTC,
I posted a feedback on the mtc touch website & got contacted fast by the client service.
They are very nice. I’ve got the refund of the Mobile Internet service & will subscribe to 3.9G service.
The only thing missing is just updating the website to indicate that the Mobile Internet is a WAP, & why not being able to remove a service via the web account directly.
Thank you MTC, Regards.
I’m coming down to leb tomorrow night, just sent a request to facebook link to cancel wap and activate 3G. hopefully i get it by Monday.
Dear Mark,
Your request has been successfully received, and we will proceed with the cancellation of the WAP service; whereas regarding the activation of the 3.9G service, and whenever you land to Lebanon, you may send HS2 by message to 1188 and the 3.9G package of 500MB for US $19 will be activated on your iPhone.
For any further inquiries, please feel free to submit them at any time on any of our Customer Support links.
We would like to wish you a safe trip back.
Best Regards,
mtc touch Customer Care
Thanks!
Dear Customer, you cannot subscribe to ‘3.9G – 500 MB’ Service because you are subscribed to Mobile Internet Service. You can subscribe as of 2012-05-08. Thank you.
^ same issue…
Dear Mark,
As per your earlier comment, you were hoping to get your 3.9G service by Monday, and taking into consideration your request was submitted on Saturday late afternoon, we aimed towards making this possible by Monday morning since it was the weekend and since we made sure that Monday by 9 a.m., you will get your refund and, accordingly, you may subscribe to the 3.9G service.
Thank you for your understanding and welcome back.
Best Regards,
mtc touch Customer Care
Dear Mark,
As promised, the WAP service has been deactivated, and your refund has been made. You may now proceed with subscribing to the 3.9G Package of your choice and enjoy your stay in Lebanon.
For any further assistance, please feel free to submit your requests at any time on any of our Customer Support links.
Best Regards,
mtc touch Customer Care
Awesome MTC is awesome 🙂
thanks just did so awhile ago 🙂
Good afternoon,
We are glad to see those smiles within your comments. We are always available for your support and assistance. Please feel free to submit any request on any of our links and at any time, and make sure to spread those links around for your families and friends to benefit from our Online Customer Support service. Our links again are as follows:
http://www.facebook.com/#!/MTCTouch/app_296754550372992
http://www.mtctouch.com.lb/autoforms/portal/home/Corporate%20Menu/Contact%20Us
Have a lovely day.
mtc touch Customer Care
great so i am back in Lebanon now and it’s telling my line has expired! This is even though I have an SMS from MTC saying my 3.9G finishes on 2012-05-23 so I’m not sure how my line is burnt?!
Tried to submit complaint via website but also got an error.
Fantastic.
Looool
Just read MTC’s reply though. ur line is expired so just recharge it with few bucks and u should get 3G back on and the line.
Dear Mark,
Kindly note that a new Prepaid line’s expiry date is automatically set to one month from the date the first call is made; when you got your line, it was a new Prepaid line and your first call was made on April 7th, 2012 therefore your line’s expiry date was set on May 7th. You may also note that today, you are still in your recharge only phase; accordingly please make sure to recharge your line before the end of the day, and it should work normally. Regarding the expiry of your 3.9G service or any other service for that matter, it is always set to one month from the date of the service subscription and the service would remain active as long as the line is recharged on time.
For any further assistance or information, please feel free to contact us on our website or Facebook link, they should be working perfectly.
Best Regards,
mtc touch Customer Care
Now I’m confused, so why do I have an SMS from MTC sent to me on April 23, 2012 stating the following:
Dear Customer, ‘3.9G – 500MB’ will be activated within 24 hours and remains active until 2012-05-23. $19.0 were deducted from your balance. Thank you.
Today is still May 17th…
Dear Mark,
The ’3.9G – 500MB’ service was activated on April 23rd and was supposed to remain active until May 23rd, which is a month from its activation date; but this would’ve been valid as long as your line remained in its active phase which was a month from the first call you made. In all cases, please recharge your line the soonest possible since you are still in the “Recharge Only” phase in order to avoid losing your number, and note that you may check the expiry date of your line at any time by typing *220# and the dial key after which your expiry date and remaining balance will show.
Best Regards,
mtc touch Customer Care
I am really impressed with MTC. your efforts are obvious, you are a lovely company that treat it’s costumers with Utmost respect and take us very seriously. Alfa has nothing on you. I hope and I am sure Zain will follow in your footsteps.
Thank you George for your appreciation and wonderful feedback, we are always happy to assist and support whenever possible.
Sincerely,
Touch Customer Care
Interesting how MTC customer service is so.active here. When I call its impossible to get through the mickey mouse service press this press that. No matter what i press i end up with a lady speaking in arabic ending with shokran then cutting the line. All i want to know if i can recharge my 3g before a month has passed and if not then are there any other ways to get internet on the phone. Cant say i have much hope since im in Lebanon where nothing seems to be working.
Dear Sandra,
Kindly note that Prepaid customers who are already subscribed to any of our 3.9G packages may renew their subscription either at the expiry of their subscription or at the total consumption of their MBs; accordingly, you may refer to the following link http://www.3g-touch.com/ in case you wish to have further information regarding the available 3.9G packages.
For any future inquiries, complaints or even simple suggestions you wish to relay, you may log in your full details along with your concern/inquiry on any of the following official channels and someone will contact you:
http://www.facebook.com/TouchLebanon/app_296754550372992
http://www.touch.com.lb/autoforms/portal/touch/Support/ContactUs.
Have a wonderful weekend
Touch Customer Care
Dear MTC Touch Customer Care Service,
I’m out of lebanon right now & i’m wondering is there any way to save my sim card number from getting burnt ! Like can i lock it or just stop it somehow in order to use it again when i’m back to Lebanon. It’s very important to me to always have the SAME number since i move a lot.
Best Regards