Warid – Customer service, a never-ending nightmare
By Basit Ali
I’m an unhappy customer.
This all starts when I mistakenly decided to port my existing number to Warid Telecom. Yes you heard it right. It is MNP request.
Attempt 1 – March 2nd
I simply walked into a Warid Franchise (Balcom Ltd. Main boulevard, Defence lahore) near my house on a busy Monday evening (That ws 2nd March). I was greeted with a few people occupying the counter and not letting me through, though I succeeded in almost shouting and asking “Can I get my number ported in to Warid from this franchise?” and a nod was the answer. Then I was asked to sit down and wait. I sat down and waited and as I had nothing else to do, I started listening to the requests being made. There were 3 customers on the counter, 2 getting some usual stuff done, and the 3 one was a “Peer” (yeah, peer in urdu). The guy who was talking and helping peer sahib appeared to be the manager or the senior franchise guy, while the other guys were clearly junior.After a painful wait of almost half an hour on the bench for me, and same for my wife and son in the car outside, I found a chance to come to the counter and talk to the rep. At the same instance, the manager took the peer sahib and his fellow into his cabin and I was the only one on this side of the counter.
Denial of service and a fight back
To my sheer surprise, when I asked the rep to give me the form for port-in request, he simply refused saying “we are out of forms, please come tomorrow morning”. I decided for a moment to simply forget about porting in, but that was just for a moment. The charm of the bundle sms and mms pushed me again to pursue the chance. I simply walked into the manager’s room and complained about the time I had to waste sitting and waiting just to listen that they don’t have the forms. Well, I was a little loud too. This worked, the manager walked out of his cabin, whispered stuff to the reps out there and instantly everything started working fine, the forms were available, the guy started filling my form, I gave him my NIC copy and showed him the original one, paid Rs. 100 (never got a receipt), showed him my current sim and walla! I got the new sim. I was told that it will be active within a week but it may take a few more days than a week too, so be patient.
I walked out of the franchise with this new sim and got busy with my life.
A never ending delay
I was very patient for 2 weeks and eventually on 15th of March, I called Warid customer support to check the status. I had to wait for a long time ( I did’nt use a stop-watch, must be 15 mins or so) and finally my call got answered. I was told that as an SOP it can take around 15 days to port a number in. So I was told to be patient for a few more days.
Waited Further
I went into patience mode again. And then I was too busy for a couple of weeks to pursue that.
Attempt 2 – March 28th
On Saturday, March 28th I called the helpline again to check the status. This time I had a stop watch and it took only 17 minutes to get through to a rep and it really flared me up when he told me that they don’t have any port-in request against this number. What the heck? The helpline told me to simply go to the nearest business center, and not to the franchises to get MNP done. I asked about the franchise nearby and if it will be open and available or not. I was happily guided to Gulberg franchise and I was told that it is open for the service till late evening. I decided to simply go to the business center and complain about this franchise, though I complained to the telephone guy too.
Denial of service, yet again! and yeah a fight back too
I drove to Gulberg business center though I wasn’t that angry by then. I was security screened at the door and when I entered, I was greeted by a well dressed person. He was supposed to help and guide me to obtain a queue-ticket form that machine but when I told him that I’m here to get a number ported-in, he simply excused and told me “We don’t entertain MNP requests on Saturdays, you should come on Monday”. What the heck again???
I told him that the helpline sent me in but he continued arguing. Then another guy came in to get something done to his Blackberry. He was sent in by the helpline as well and he was refused service on Saturday too. When he saw himself getting cornered by two guys who were actually sent to the business center by helpline, he changed his mind and guided us both to respective reps.
I got the ticket, waited for a good 15 minutes and I got my turn.
Finally got the service I was looking for
I was greeted by a very helpful young guy. I told him my story and the first thing I wanted to do was to launch a complaint against the franchise. Apparently the guy knew some people at the franchise and he eventually convinced me not to launch a complaint. He was a nice fellow who excused and apologized for the trouble, filled a new form, saw my documents, took the payment and issued me yet another sim. As it was Saturday evening, he promised that it will be activated on Monday or Tuesday max.
Another promise broken!
Even wednesday’s gone, there’s no sign of number port in. Am I fooled again? Am I asking for a wrong service? Is that how a Telco should behave to the new customers (I don’t care if It is a franchise or not)? Can somebody suggest me where I should complain that actually creates a stir?
In short, if you are looking for some good customer service, my experience is VERY BAD with Warid.
I welcome your comments and feedback and please do share if you had a bad experience with Warid.
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TelecomPk.Net is a leading source of information and analysis about Pakistan Telecom industry. 
Today (22/12/2009 at 22:58) I called to customer service center (321) for asking validity after recharge Rs:100/=, customer service officer Mr. Rizwan were replied very badly and strictly. I would like to suggest to warid telecom’s responsible “please facilitate to your customer other wise you will become loose your good image due to your bad customer service officers unfair policies.
furthermore, don’t follow others bad procedures if you want to keep grow.
thank and hoop u try to understand the problem of poor people.
dear i am a regular user of warid i was using warid internet through nokia n73 via usb cable on my lap top and i was satisfied but two day back i make a big mistake of my life to buy warid brodband usb in rs 6950/ and know i am weaping on my self because the speed of yhis device is slower then ptcl land line and this is a test for patence of warid customers may allah solve my problem
ok m waiting ur anser
Dera sur, i am ali abbas m come to warid ntwork on u fone telecom to warid telecom networks ,plz tll me a simple priceadure for this
.m waiting ur answer my email adress or my cell no ok 03026427205
plz tell me about online lacation finder of warid number plz i want 2 do sonting pleas and send me details of warid number ok
warid telecom Complaints – Illegal practices misusing public private data
Illegal practices in warid Telecome
Mis-use of CNic and the illegal issuance of sim and disclosing consumer privacy
Dear sir !
It is to inform that warid telecom and its framchise are involved in illegal activities that i have not been provided any solutions by warid telecom and Pta Paksitan telecommunication authority .
As they have misused my Nic and mY warid sim number 03232345503 and made the problems of security of me and my family
i m looking what step should i take against this illegal activity and the crime they doing ???
I want to ask what measures /actions will be taken against them
they have issued my personal details which is the sign of any illegal activities be done against me on the behalf of my NIC CARD
i want to infrom u that 0323-xxxxxx was with my mom and it have been also been snatched by my mom and other family member with her and 10thousand Rupees and her handbag was by force been snatched by her
FIrst crime to issue my in use number to strangers and telling lies that it have air time conjections and secondly issuing my personal details to strangers and misusing My CNIC and this is the second crime done againt me and my family just issuing my contact details to strangers by the staff of warid franchise near alladin park rashid minhas road karachi
i m informed warid and ptcl that its not a normal issue and its the matter of me and my family security i want to infrom that the warid franchise at adress shop no 5 akbar paradise block 10-a gulshan iqbal rashid minhas road is invloved in illegal activities and supporting and encouraging crime and criminals acts and some of the warid officials also involved in it
i have been inform by telephone that it was the mistake . but i can proof it is not a mistake it was done intentionaly and me and my family is suffering this . No written appologies received and not even any officials of the warid contacted me and no gurrantee or assurity been provided . just the customer support rep is wasting my time .calling to me is not the solutions to my issues they should contact me in the official way in written about the crime and blunder they have done
If by this mistake which they have done any one of my family member been killed kidnap or any crime done against us who will be responsible .>>>>> how and by whos permission they have issued my address and personal details to the stranger .please put this case in proper investigations . franchise licence should be cancelled and the persons involved should be punished and should be terminated from the job. I m taking this matter to the court , govt officials and to the media of pakistan very shortly i gave a lot of time to them to solve the issue but no serious reply to me for the blunder and crime they have done they should appologies bt no response from them yet .
i have also issued legal notice to them please ask them whom they have issued the sim and how many people involved in it now they are forwarding and bring infront the girl miss sidra that it was done by mistake
I want to inform that these illegal activitist are the sign of crime and the threat to the police and also to the govt of pakistan
the gang is involved in illegal issuance of duplicate sims and using some one else Nic instead and helping the illegal activitst to do any crime on the behalf of it
i have already issued them the legal notice and proceeding them step by step and bring it to the notice of govt and higher offiicials
i m thankfull for urs organisations staff who called me but they never provide me any solutions .instead told me we will look forward and enquire to them about it . what will they look forward ?? finally i need the solutions and need the end to this issue a lot of time have been wasted in this .
PTA authorities are waiting for the criminals to do crime against my family .??? if any thing happens PTA offcials will be liable and will be fully responsible for any act done against me or my family
i request the govt officials please make sure and ask them and track all the records of it and check how many cases they have with them of illegal issuance of sims and private data disclosure. if i have not get my sim blocked then may be they have done any crime against me . issuing these kinds of sims on some one else name or details can be cause a great legal issue and security matter and it can be used in any crime ,so these kind of illegal activities they are doing which can be cause of many crimes in the city of karachi and else where .
Due to this heavy mental torture,wasting my precious time on their frivolous activities NOW I want the justice to be done i have claim against them and given my advocate with definate instructions to sue against the warid franchise
I want to ask the PTA authorities when your company is impossing the laws on the people that no one will use the sim with out the ownerships obtain and its a crime to use the sim with out any name and full details have been demanded then what is the law or security to secure public private data from the reach of the strangers or unknown persons . and how did they dare disclosed my personal informations to stranger ??
i want to inform that i was the owner of warid sim . by which laws and authorties they have issued duplicate to strangers
and by which laws and authority they have issued my personal details to illegal activitist and misusing my Nic
i once again want to remind that there is a full gang involved and i m proceeding to higher officials step by step
and i need the reply from PTA authorities and due to wasting my time , making the secrutiy problems ,mental torcher,demages etc i have claimed fine from them with the written undertaking or else i m proceeding for case against them .
I m demanding and requesting the authorities of Pta to provide me solutions or else i m forced to take serious action against all the people who are involved in it . instead of providing me any solutions Pta staff are waiting for some crimes or incident to happen against me and my family ?? this is my letter to inform that no actions have been taken against them !
futher more i look forward for the best customer grievence support by PTA . if not then then i will be forced to take this matter against PTA to the govt higher offcials to take this case as severe case .
i hope and look forward from pta to take strict and serious actions against warid franchise who is involved in this illegal acts
can any one guide me what and where to take a severe actions against this criminal acts and the people from warid telecom or its franchise to take serious legal actions aginst them
i look forward to hear from the people on this site suggestions and advises are welcome and will be highly appericiated
Asim saeed baig
0332-3593846
maasim001@hotmail.com
Dear All,
I read ur comments about the port in problems in warid..I am also engaged with warid customer services and i really apologize for the inconvience which that above person faced..it takes 4 to 14 days only..problem may come to any network an we are here to facilitate our respected customers…now we have launchd online port in service also so u do not need to visit our business center you can just simply log in to our commercial website and fill the form an well will deliver your sim to your door step..hope u will nevr face any problem wid us now..
Regards,
Emaan
If you all are so pissed off at Warid why are you using it? That’s why you have choice in the modern market which plays a role for the consumer as well for the marketing company. Consumer can focus on their needs and Marketeer can focus on their segments. Not all services are meant for the consumer, not all consumers are meant for a company.
Sure,
1. Simply go to http://www.pta.gov.pk
2. Click on “Complaints” which takes you to this form http://www.pta.gov.pk/index.php?option=com_complaint&Itemid=202
3. Fill up your grievences, complaints and PTA will respond. It did in my case.
I actually submitted the URL of the story above, may be it made more difference.
Basit…
Well done, so you finally got them on the track.
You may also send us the PTA complaint procedure and we shall make it available for others.
UPDATE***
On suggestions above I posted my story on PTA complaints as well. And guess what?
I got a call yesterday from the Franchise owner who apologized for at least 20 minutes continuously for all what happened. As one of the reader on my blog said, things got BUTTER SMOOTH after that. He asked me to visit him some day , told me he’s gonna gift me a golden number and requested that I should write back to his email address accepting his apology. I was really mad at that franchise but I really liked his gesture that he called me up.
Now my point is, how many customers actually know about this complaint procedure of PTA and how many customers can get their word through to the right people. Most of them simply keep suffering.
I hope things start getting better and all of us should continue putting our efforts to bring the change, at every level.
Aoa
I tried to port my number from Paktel to Ufone sometime ago and I had to face almost the same problems which you have faced. As a result I decided not to port to ufone.
I have ported my Zong to Telenor Persona. It took only a couple of hours after I visited their service centre!
So Telenor are going good in customer service these days!
@Trekker – your comment was not deleted, maybe it mistakenly went to spam. Feel free to post again.
Id say try telenor, they have consistently had the highest number of port ins over the past many months and have the highest port ins as well. I guess they must be doing something right.
Its abt time these telcos realize its not abt a meagre few “paisas”….its gonna start mattering less & less, its service levels tht will make or break the deal…and episodes like this will surely cause a lot more damage than they think
UNKOWN MASTER
I know only one man who is poineer in developing the 1st Mobile Billing System in Pakistan, his name is Ahmed Ali Bokhari and email address is aalibokhari@hotmail.com. During his tenure in Paktel till 1998, he kept Paktel as number one amongst other operators. I understand wherever he will be he must keep that company at higher value. He made and completed many system/projects.
i am warid ported customer no complians at Warid is the best netword with best services
Warid Warid Warid is the best
anyone know howz telenor mnp service and postpaid treatment at service centers? i have heard good things about their gprs but never tried.
ummm.. admin..why was my comment delted
i think Mobilink costumer care is the best especially with post paid , WARID is just a crap they donot have low rates rather people r fooled in beliving they r on cheap network , i guess ufone was a lot more to offer than warid, switch to mobilink if u r not cost concious
Basit waysay i am shocked, but i am not at all surprised. Its a dog eat dog situation as price wars go on and operators in Pakistan will soon be learning that enough is enough, we have to give the customer more now as they are not making profits anymore. Well the answer is good quality customer service. I know Telenor Pakistan believe highly in Customer services and ensure all staff, both Business Center and Franchise are up to date with policies and procedures and take customer support very seriously.
Hey we are all talking about customer services here, but what about the poor businesses which i have heard have suffered at the hands of Warid recently. I am sure you have looked at the other websites like propakistani.com and TMC news, some guy has filed a lawsuit for 10.7 Million against Warid GOOD ON YOU SIR. Maybe if people like this guy come forward and tell the public, giants like Warid will take more care.
Finally has anyone ever wondered why Warid advertisements had stopped for a few months, let me tell you that they have defaulted in so many places that a ban was issued from the media bodies.
Finally we all say Life Ka Network, is this what Life is, provide no Customer Services, Play with innocent peoples money, i say certainly not.
I feel companys must act etihcally nowadays, has anyone seen the other stories against Warid, or has anyone else faced any bad experiences with Warid?, please comment???
Blog power!!!
Within a few hours of posting it here, the issue is resolved. I wonder if its the blog post or the helpful business center guy? I think its the biz center rep …..
But I still emphasize that Franchises are giving bad name to the customer support of telcos who are already struggling with their support quality. It took me a month , remember?
Thanks everyone for your inputs.
And now I’ve posted a small survey regarding mobile telco customers support.
It wont take more than a couple of minutes of yours.
http://www.kwiksurveys.com/online-survey.php?surveyID=HOOJL_63eccc37
I’ll share the results when I have a sizable number of votes.
Basit – could you please provide us an update on this? Has anything happened yet?
Farhan Siddiq is right, just send the same experience to PTA. I have heard that they responds to customer related problems.
Ufone customer services are best at the moment. I am loyal to U
The customer services at Warid are pathetic, and since I had ported out my number, its been a mess. I’ve stopped using the number for over 6 months now, and back to my Ufone number. Though Ufone’s customer service in my experience is not good either…. seem to be a bit more dissatisfied each time I call them up.
Well, I was much intrested to know the porting procedure in Pkaistan. I don’t know why they have created workload in porting. Normally in UK you ring to the old operator and get PAC (Portability Authorize Code)number, next minute ring to the new operator and give them PAC, It take upto 7 days (thats in book, normally within 48 hours) and job done, you don’t even need to get a new SIM and pay for it.
I ported mine and my wife’s number to Ufone from Warid a couple of months ago, coz Warid was dropping signals at my workplace.
I went to the Y Block DHA Franchise of Ufone, the whole filling of forms and getting the SIMs took about 20 mins, and the Ufone SIMs started working in about 72 hours. The whole procedure was very smooth and I did not have to call the help line even once. Moreover, Ufone only charges Rs. 50 for the portability.
After reading Basit’s experience, makes me glad that I decided to switch.
Basit you should definitely lodge a complaint to PTA, and send them copies of the form/receipt/SIM that you got on 2nd March. PTA DOES take action, as I have personally complained to PTA a couple of times my self, and both times my issues were resolved after PTA sent them a letter.
Trekker
So looking at the bigger picture the customer service culture has still not taken off in Pakistan…how can Warid even imagine to increase ARPU in these rough times……15-17min wait on helpline by itself means that you aren’t the only one with issues………
Sad to see things haven’t improved….
/Majid
I have been using Warid Services since it started in Pakistan. Although few here and there , the experience with franchises always ends up like you got up there. Its always best to go for Business Center to solve all your problems. If I was in this position I would have contacted Warid Head Office to kick there butts. Porting usually takes 24 to 72 hours approximately. If its taking much longer than surely its because of those good looking gorgeously mannered reps at franchises. I heard some guy had his number ported within 2 hours.
Dear Basit,
Very sad to listen your story and really its a very bad service from Warid. You can do simply onething, write your same story and send an email it to PTA and cc to warid customer services.