HIBAPRESS – Tifelt
The city of Tifelt, since the early hours of Friday, October 23rd, has witnessed an outage in the internet and call services of the Inwi company, which has caused the dissatisfaction of a number of customers, especially due to the way customer service handled their complaints.
Affected customers told "HIBAPRESS" that they contacted customer service to report the outage, but they were asked to follow routine technical procedures to verify the source of the malfunction, despite confirming that the problem affects several customers in the area, and that it is a network outage, not an isolated issue related to their devices.
According to the same data, customer service continued to demand that those affected perform tests, including placing the SIM card in another phone for mobile service subscribers, and removing the card from the router and placing it in the phone for internet subscribers, despite their confirmation that they are suffering from the same problem.
Customers complained about what they described as the rigidity of the protocol adopted in dealing with malfunctions, considering that asking them to repeat procedures they had already tried before contacting customer service does not take into account the nature of the collective outage and delays addressing the problem at the network level.
The affected individuals added that some of their attempts to request the recording of the malfunction and its referral to the relevant technical departments were met with refusal, under the pretext of needing to complete the approved procedures, which include testing the SIM card in another phone, changing locations, and going to the nearest agency to try changing the SIM card, then changing the router if the situation requires it.
The company's customers demanded a review of the method of managing technical complaints, and the adoption of a mechanism that distinguishes between individual malfunctions and outages that affect a number of subscribers in the same area, considering that obliging every customer to complete the same steps, even when there are indicators of a collective malfunction, increases the suffering of those affected and delays the resolution of the problem.
