The following is the text of an email sent to Dialog today on what I see as a misleading marketing campaign made worse by customer service staff who themselves know not exactly what is going on.
This is an issue I first flagged on Lirneasia’s blog.
Dear Sir / Madam,
I wish to lodge an official complaint against misleading Dialog Broadband advertisements as they have appeared recently in the print media. The advertisements claim that Nugegoda, which falls under the Colombo Metro area, is “covered”. An example of such an advertisement can be found in The Sunday Times of 11th November 2007 on page 9.
However, I live in Nugegoda and two technical teams from Dialog who have visited me over the past fortnight have not even managed to get a signal from your transponder in Nugegoda. In fact, the customer service representative I was in touch with (Zubair) himself did not know that coverage was limited and was as surprised as I was to find out this when told by the technical team that visited my residence in the first instance.
To register my disappointment at the discrepancy between what is promised in the media and what is actually available from Dialog Broadband today, I spoke with customer service representative Pradeep Balachandran on 0117 400 400 at 8.30am today (11th Nov. 2007) who informed me that:
a) Coverage in Nugegoda was limited to a 3km radius. When asked what the exact footprint was, he said he did not know where the Wimax transmission tower was located.
b) When I asked to lodge a complaint regarding an advertisement that was misleading the public, he said that I could not. Dialog, he said, defined coverage / “covered” as the 3km radius in Nugegoda (when pressed again, he said he did not know exactly what area this was and how reliable services were).
c) He had no idea when coverage would be extended
Coverage that covers only a 3km radius, of which the exact footprint is unknown even to Dialog Broadband customer service representatives, runs contrary to the impression given in the advertisements that make no mention of limited coverage of any other limiting technical factors that impede signals in the areas mentioned and promise immediate connectivity.
In fact, this is a clear misrepresentation of service availability and by extension an example of a marketing campaign that is at best grossly misleading.
Given an admiration of Dialog in general and as a long standing customer of and advocate for your mobile voice and data services, I find this extremely disappointing and contrary to the Dialog’s avowed values of professionalism and customer care.