Huge corporations are meant to raise customers satisfaction standards, through accuracy, transparency, unique services, reliability, continuous customer care and support!

Zain Jordan, is the first telecommunication company, and probably the most used, in Jordan. Their mobile network reliability built the largest mobile userbase in Jordan, and I've been using their network since 6+ years, whereas things have been great when it came to mobile phone calls and messaging services, despite the fact that their rates are relatively the highest, I guess things are going differently when it comes to the new services and the customer care regulations. Here I will share couple of personal reviews - stories, that will turn things down.

I have subscribed to Zain Jordan Mobile Internet -Monthly Plan, since couple of months; Pros: fair connection speed everywhere around Jordan, and a lot cheaper than their pay as you go per KB for non bundle subscribers. Cons: frequently disconnected, and a rule that doesn't make any sense where they allocate/block more of your credit, other than the credit you already paid to subscribe, when connected and then refunded back to you after a while - and you never know if they returned the right amount because you never know how much they blocked in the first place.. well, if I have already paid the monthly subscription in advance for a bundle of MB's then why should you allocate more, at least in the first 80% of my usage, if it's a credit securing policy to make sure users wont go beyond their bundles for free then why don't you start allocating credit after I go in the risk zone?!

Nevertheless, above cons were acceptable, to me, so now the BIG CONS that drove me crazy: On my bundle renewal date, I have received couple of confusing FYI msgs, as usual - bundle was consumed.. no enough credit.. suspended - then msgs were ended by "internet plan was renewed successfully" and I noticed a drop in credit, so I started using internet, as usual, thinking that my bundle was renewed as per the latest msg received. 3 days after, I recharged my credit again and guess what a new msg informing me that I can surf some sites for free, and credit fees were took off. I called Zain Jordan Customer Care, the representative who answered told me I have been paying per KB in the past 3 days, so I told him I was informed that my plan was renewed successfully 3 days ago, he said it's not on their system so I have to go to Zain showroom to show them the msg, I did and the guy "touched" the msg, opened a ticket for me then it was closed 1 hour after by informing me that there is no problem from Zain's side! I called again and told the guy I have the msg from you guys informing that my plan was renewed and it was shown to your showroom guys, he was like there is nothing we can do now, ticket is closed!
So I told him it's not about the credit that was wasted but it's more about your service, I have spent time to dig into this while you should, and I have went to the showroom though you should automatically check your log, I have shown you the msg and no one took responsibility to consider that this might be Zain's back-end bug, no one apologized, and after all your system sent me that my bundle was renewed where actually it wasn't so I wouldn't trust your system anymore.. he said: "ok as you wish"!!! So if Zain doesn't care whether customers trust their system or not then what should they care about?! And seriously.. as I wish? Well ok as per your wish now people searching for Zain Jordan, Zain Jordan Review, Zain Jordan Mobile Internet related keywords will find this on the first page! Voila! [Power of SEO]

As a side story, almost one year ago, someone from Zain Customer Care called me and she went like: We are happy to inform you that you as a special customer is now privileged to use our offer on the mobile internet plans, me: ok, what are the special rates? CC: daily 0.5JD for 50MB, monthly 4JD for 300MB... me: is this for special customers only? CC: yes, me: but I saw the same rates on your public ad today, CC: went silent for couple of moments then ya that's true but we wanted to directly inform special customers like yourself! .. That was another prank by Zain Jordan!

Have you faced any similar problems with Zain System, and Customer Care?!

Zain Jordan

Update, Oct 13, 2011: i.e. couple of days after publishing this post, Zain technical team called and they refunded my credit, tho I told them it's not about credit, I just need to trust Zain's system again, they said don't worry it's fixed and we'll call tomorrow to confirm.. tho they never did but thanks for the efforts.
Update, March 11, 2012: i.e. 6 months after; Deja vu - yet this time I wasted more money and time, as I have not received the "Your bundle has been consumed" notification message, so I got switched to the per-KB for-non-bundle-subscribers without any notifications for a while apparently until I noticed as they sent me their "you don't have enough credit" message. I've called Zain customer care 3 times, where at each time they said they will inform the technical team to call me, then at each time they just send their famous message informing me that they found no issues and everything went as normal and all that routine... Deja vu!