Does this company have the worse customer service you can ever think of or what? Having said that; I am really wondering what the heck has changed since 5 or 10 years? They merged the companies together and they changed the logo to this?

So what good does this do me as a customer? How does this reflect on the service? And what’s in it for me after all?

They are harvesting monthly memberships for the following service:

- More delays in getting the service actually working, so you go and pay the registration fees but this does not necessarily mean that you will get your service as fast as you are required to pay because that would be wishful thinking on your part, so be careful and manage your own expectations when you apply to a new service as the company is not responsible for your disappointment or your wasted time. My sister paid for the ADSL Service in Jan 23rd and got the service on Feb 28th.

- Worse customer service … you call the numbers they assigned for you dear customer but it would be really nice if someone actually answered the call. When you dial the number, you get a machine to give you instructions directing the call. Sometimes they keep you on the line for 5 or more minutes because all employees are so busy answering other queries, but most of the time, you get a machine that tell you: “Dear customer, so as not to keep you waiting for long, call again later”, then the line gets disconnected!!
The ironic thing is that they say that these calls are supposedly recorded for quality assurance, what quality exactly and who the heck listens to these calls and are there any real actions taken to solve the problems?

- When your call finally gets answered , you get a bored employee who is eager to end the call regardless of your dissatisfaction, and the funny thing is that this particular call center does not have the option to transfer the call to someone who can actually discuss your problem and maybe give you some useful information, they tell you that you have to call back only to get the “Dear customer, so as not to keep you waiting for long, call again later”

- It seems that the time goes backwards here, because it used to take them two hours to connect your service again after disconnection due to payment issues, but guess what, it takes 24 hours now that extend to 48 depending on how lucky you are. Also, it seems that they don’t have a network because when you pay on 9 A.M. it will appear in the system at 12 P.M. … now that’s what I call improvement!!

- Forget about the 24 service slogan they have because it is a myth. There are no payment centers after 6, but you can still pay online, however; if you do not have a credit card, or you do not use your credit card online or if you don’t have internet connection to log in and process the payment, well … that’s just beside the point!

They wonder why we are eager to see another telecom company in Jordan but all they have to do is look inside their organization to realize that in the modern world, people have choice and thank God we in Jordan will shortly do have that choice, because having some companies compete to serve the consumer magically turns the service around in each and every one of them.

This whole thing made me think of Etisalat; the Emiratis telecom company. Although it was a monopoly and controlled all telecommunications in the country, but they measured up to customers’ satisfaction, they had payment machines just like ATM’s spread all over the country where you can go and pay your invoice and guess what, the reconnecting process is automatic, no need for employees to send emails and do this in 24 – 48 hours like JT, yeah, that’s what JT customer service told me!!

Now to something related; I thought that the following movie is so hilarious and so sadly related to what I am talking about here and in an ironic way

Enjoy!!