HIBAPRESS – Rabat
Complaints from INWI customers continue regarding interruptions and disruptions in internet and call services in several regions of Morocco, amid criticism of the company's technical malfunction management and handling of affected individuals, in contrast to what critics describe as the company's expansion in advertising through social media influencers.
In the city of Tifelt, customers complained of internet and call service outages since the early hours of Friday, October 23rd, confirming that the problem affected a number of subscribers, not individual cases related to their devices or SIM cards.
According to the testimonies of those affected, their calls to customer service did not lead to an immediate resolution of the problem, as they were asked to follow a series of routine technical procedures, including trying the SIM card in another phone or transferring it from the router to the phone, before proceeding to other steps that include changing the card or device if necessary.
This approach has angered customers who believe that repeating individual tests, despite reporting an outage affecting multiple subscribers in the same area, delays identifying the nature of the malfunction and referring it to the competent technical departments.
These complaints come in the context of broader criticisms raised by those affected by the company's services in various regions, including Jerada and Tafraout, regarding the quality of connection and service continuity, raising questions about the company's responsiveness to recurring malfunctions and the effectiveness of complaint reception and processing mechanisms.
In contrast to these criticisms, the presence of the INWI brand in advertising campaigns published through influencer accounts on social media raises a debate about the company's priorities and the extent to which investment in communication and marketing keeps pace with improving the quality of services provided to subscribers.
Observers criticize the focus of the company's CEO, Azzedine El Mountasser Billah, on polishing its image by distributing advertising to influencers without accountability, instead of focusing on repairing the problems and daily malfunctions suffered by its telephone and internet network.
The continued complaints place the responsibility for managing these imbalances on the company's management and raise questions about the measures taken to address malfunctions and ensure the continuity of internet and call services, as well as the criteria adopted for advertising spending.
