Frequently Asked Questions - du special offers for The Emirates Group Employees 25 th May 2011
Frequently Asked Questions Table of Contents Special Bundled offer... 3 Business Super Plan... 5 iphone offer... 7 BlackBerry offer... 10 Mobile Broadband offer... 14
Special Bundled offer 1. What is the Special Offer for Emirates Group staff? As part of the emirates group of employees the special offer consists of the following products Business Super Plan A choice of talk plans catered to your calling needs An iphone 16GB/32GB A mobile broadband data card All the above plans are bundled together for a very nominal upfront price of AED 399 (for 16GB iphone) or AED 599 (for 32GB iphone) 2. What are the key features and benefits of the offer? With this special offer you get the best devices and the best talk plans in town at the best. You also get a host of benefits included National and International minutes, National Data, Internet connectivity anywhere, anytime at the best rates. Please refer to individual product FAQ s for more details. 3. Why should I buy this offer? The offer is the best offer in town. With An iphone available only for AED 399 and a Mobile broadband Internet key for AED 0. Moreover, you get loads of benefits in terms of included national/international minutes and 10GB national data. 4. I already have an existing Phone/Line from du, can I get this offer on my existing no.? For our existing customers we have another offer please write to us on emirates.offers @du.ae along with your existing name, mobile no. and we will look into the best possible offer. 5. How and where can I buy the offer? We will be present in your office premises as per the schedule below. Please walk in to one of our booth on any of the following location and dates. Please note that all products are subject to stock availability Date Venue Time 29 th May to 2 nd June NEGHQ atrium Ground level 05th to 07th of June Engineering Obaidulla bloc 4 8th to 12th of June EGTC 13th to 15th of June Dnata Travel Centre Millennium Tower 16th to 20th of June EAC Building B EAC Building C 21st to 23rd of June 21st Century Tower 26th to 28th of June Sahara Tower 29th to 03rd of July Tecom Building 3 rd to 6 th of July Garhoud Building E
6. Till when is offer valid? The offer is valid till 15 th July. Hence, your requisition should reach your du account manager before the 15 th July for us to process the order. 7. Can I get this offer in any of the other du shops? As part of the special offer this is available only at our special booth 8. Is there any way I can buy just the iphone without a sim card? Unfortunately, as per du s internal policy we do not sell only the iphone. 9. Can I buy the iphone and Business super plan without the mobile broadband offer? Yes, you may choose to do the same. Please see the offer leaflet/brochure to know more about the prices. Alternatively see the relevant offer FAQ section in this document. 10. Can I buy just the mobile broadband internet key offer without the iphone? Yes, you may choose to do the same. Please see the offer leaflet/brochure to know more about the prices. Alternatively see the relevant offer FAQ section in this document. 11. What are the documents that required to avail this offer For Expats: 1. Photocopy of passport with valid visa. 2. Photocopy of employee ID. For UAE nationals: 1. Photocopy of National ID or passport 2. Photocopy of employee ID. Minimum monthly salary of AED 6,000 is required to avail the offer. Employee to attach his/her latest salary certificate or pay slip copy with the application form. 12. As per the offer there is a 12 month contract on the iphone and Mobile broadband. What s that? This is a minimum 12 month offer. In case you wish to terminate the offer early there will be early termination charges for the same. For iphone early termination charges are calculated as AED 200 per month multiplied by the no. of months remaining in the contract. For Mobile Broadband early termination charges are calculated as AED 200 per month multiplied by the no. of months remaining in the contract.
Business Super Plan 13. What is Business Super Plan? Business Super Plans are new post paid plans, targeted towards Small and Medium business owners and their employees which includes bundled units (of national & international minutes, national & international SMS, national data), Flat IDD rate, Special Blackberry service prices, Flat roaming call forward charges, Business calling circle discounts with per second billing. A business customer can choose from different Business Super Plans as per his usage needs. 14. What is the cost of the SIM The activation charge is AED 55 / line, in which you get the SIM pack. 15. Can I choose different Business Super Plan under my company Yes, a business customer can have multiple connections with different Business Super Plan under his main account 16. Can I migrate within Business Super Plan? Yes a customer is allowed to migrate within Business Super Plans 17. How much do I have to pay for migration While migrating within Business Super Plans or from Business Super Plan to Premier or Business Mobile Connect, a customer does not pay any migration fee. But if the customer is migrating from Business Super Plan to Pay as you go plus prepaid an AED100 fee is applicable per line. 18. Do I lose my current number, and do I have to pay for the new Directory number No, you would not lose your existing number and the same number is valid for the new rate plan chosen. 19. I am an existing Pay as you go plus business customer. Can I migrate to Business Super Plan Yes an existing pay as you go plus customer can migrate to Business Super Plan. 20. Is there a migration fee? No, you don t have to pay any migration fee while migrating from Pay as you go plus plan to Business Super plan. However, in case you migrate from Business Super plan to Pay as you go plus, you will be charged AED 100 as the migration fee. 21. What happens to my balance of a prepaid account on migration to Business Super Plan Only the more time balance gets credited to your Post paid account which is adjusted against your usage / monthly bill.
22. What are the key benefits of Business Super Plans? Business Super Plan offers you great value on National Calls, International Calls, and Blackberry services. Depending on your usage behaviour you can choose the plan which meets your requirements the most. The key benefits of the plans are; Get more than triple the value back every month Included Free National minutes every month Included Free International minutes every month Included Free national SMS Included Free International SMS Included Free national data Discounted Flat calling rate to Top 190 major international destinations Calls within your business du mobile @ 50% discount (Business Calling Circle) Blackberry services @ special price Flat roaming call forward rate Per second billing Plan / Features Business Super 100 Business Super 200 Business Super 400 Monthly Fee AED 100 AED 200 AED 300 Included Free National Minutes / month Included Free International minutes / month 125 250 500 125 250 500 Included national SMS 65 125 250 Included International SMS 60 125 250 Included national data MB 125 250 500 Flat IDD rate to Top 25 major international destinations 1.65 1.45 1.35 Roaming Call Forward AED 1.25 / minute AED 1.25 / minute AED 1.25 / minute Discounted calls within your du business mobile (Business calling circle) 50% discount 50% discount 50% discount Billing Per second Per second Per second For list of Top 190 major international destinations please visit www.du.ae
iphone offer 23. What is the iphone offer? du has come out with a special offer for emirates group employees for iphone. The offer is: Get 16GB 4G iphone at AED 399 one time upfront cost and Get 32GB 4G iphone at AED 599 one time upfront cost All you need to choose is the tariff plan of your choice from Business Super 100 / 200 / 400 with 10GB national data per month Also as a special offer, one time activation fee of AED 55 / SIM is waived off. 24. When does the du Road Show starts and ends? It starts on the 29 th May and ends on the 6 th July and it s subjected to the stock availability. Date Venue Time 29 th May to 2 nd June NEGHQ atrium Ground level 05th to 07th of June Engineering Obaidulla bloc 4 8th to 12th of June EGTC 13th to 15th of June Dnata Travel Centre Millennium Tower 16th to 20th of June EAC Building B EAC Building C 21st to 23rd of june 21st Century Tower 26th to 28th of june Sahara Tower 29th to 03rd of July Tecom Building 3 rd to 6 th of July Garhoud Building E 25. How do I subscribe to the offer? If you wish to avail the offer, please fill the application form as circulated by Emirates Group or the one available at the du stand during the road show (as per schedule above), attach the necessary documents to it and submit it to the du stand. 26. How can I submit my application? du Account Manger will be at the above locations during the road show to collect the application, please make sure that your documents are complete for enabling us to process your request 27. Can I submit my document via email? Yes. You can scan your document and email them to email id Emirates.offers@du.ae. You will receive an email confirming that your request is received and that its under process. 28. What all documents I have to attach with application form? For Expats: 1. Photocopy of passport with valid visa.
2. Photocopy of employee ID. For UAE nationals: 1. Photocopy of National ID or passport 2. Photocopy of employee ID. Minimum monthly salary of AED 6,000 is required to avail the offer. Employee to attach his/her latest salary certificate or pay slip copy with the application form. 29. How do I have to pay my one time upfront cost of the device? Its paid through the employees credit card information filled in the form 30. What will be my monthly charges? Depending upon the Business Super Plan plan you choose, your monthly charges can vary from AED 300 / month to AED 650/ month. 31. Is there a minimum contract period? Yes 12 months 32. What happens after the end of the contract? All the benefits and charges will stay as per the existing contract. 33. If I disconnect my line before completion of contract period of 12 months? You would be charged AED 200 multiplied by the remaining number of months of the contract period towards the iphone charges. 34. What happens to my iphone after I terminate the offer? The device is yours after you pay the termination charges 35. If I complete my contract period then what happens to device? The device is yours once the contract period is over 36. Who will receive the bills? You will receive the bills directly as per the billing address specified by you 37. Where can I pay my bills? Payment through direct auto debit only. 38. If I lose my SIM card? You can walk into any du shop and the same can be replaced at a nominal charge of AED 50. You need to carry proof of your identity and employee id. 39. What is a self care? Self care is a web based tool, where you can view your bill and also make bill payments online. The same is protected by user name and password which is under the control of the user
40. How do I configure my Self care? Once the line is activated, we will send out an email to all the customers on the steps of how to configure your Self care 41. Can I get this offer after the promotion period is offer? No, it is a limited period offer with subject to devices stock availability. It will be on a first come first served basis, till stock lasts. 42. From where can I get my phone repaired in case of any damage? You can go to any axiom outlet in UAE and get it repaired. Your phone is also covered under warranty as per terms and conditions mentioned in the warranty card in your phone box. 43. Can I take two or more phones? As of now we are only allowing only 1 phone per employee 44. Can I buy the phone without this offer? No we do not sell our iphones without a contract 45. Can I use the phone outside UAE? Yes you may use provided your international roaming is activated. Please note that International voice and data charges will be applicable when travelling outside UAE 46. Can I use the data outside UAE? Yes you can but you will be charged AED 1 per 50KB while using data outside UAE 47. Do I have to pay any roaming deposit? No as a special offer and corporate customer, international roaming deposit of AED 2000 / line is waived off. 48. What is the credit limit on my sim card AED 2500 / SIM are the credit limit. 49. What will happen if I exceed my credit limit during the month You would be sent notification through SMS once you are about to reach your credit limit. You are required to make payment to enjoy uninterrupted services from du 50. Can I close my account in between of a billing month and ask for the bill Yes you can close your account any time and can ask for the final bill. Final bill will be given to you at the end of billing cycle 51. In case I have an issue with the service who shall I contact? You can contact our du Business Customer care on the number 04 36 99 188 and log a Trouble Ticket with them
BlackBerry offer 52. What is the Blackberry offer? Du has come out with a special offer for emirates group employees for Blackberry. The offer is; Get 9300 at AED 1 under 12 month contract Get 9780 at AED 499 under 12 month contract Get 9800 at AED 799 under 12 month contract All you need to choose is the tariff plan of your choice from Business Super 100 / 300 / 400 and your unlimited national and/or international data. For BlackBerry National Data the customer pays AED 100 per month For BlackBerry International Data the customer pays AED 200 per month Also as a special offer, one time activation fee of AED 55 / SIM is waived off. 53. When does the du Road Show starts and ends? It starts on the 29 th May and ends on the 6 th July and it s subjected to the stock availability. Date Venue Time 29 th May to 2 nd June NEGHQ atrium Ground level 05th to 07th of June Engineering Obaidulla bloc 4 8th to 12th of June EGTC 13th to 15th of June Dnata Travel Centre Millennium Tower 16th to 20th of June EAC Building B EAC Building C 21st to 23rd of june 21st Century Tower 26th to 28th of june Sahara Tower 29th to 03rd of July Tecom Building 3 rd to 6 th of July Garhoud Building E 54. How do I subscribe to the offer? If you wish to avail the offer, please fill the application form as circulated by Emirates Group or the one available at the du stand during the event,attach the necessary documents to it and submit it to the du stand. 55. How can I submit my application? du Account Manger will be at the Emirates Head Quarter during the event to collect the application, please make sure that your document s are completed for enabling us to process your request
56. Can I submit my document via email? Yes. You can scan your document and email them to email id Emirates.offers@du.ae. You will receive an email confirming that your request is received and that its under process. 57. How do I have to pay my one time upfront cost of the device? Its paid through the employees credit card information filled in the form 58. What will be my monthly charges? Depending upon the Business Super rate plan & Blackberry service (national or international) you choose, your monthly charges can vary from as low as AED 200 / month to as high as AED 600 / month. 59. What are the charges for Blackberry service? Blackberry Unlimited national service has a monthly fee of AED 100, with 10 GB fair use policy for national data / month Blackberry Unlimited international service has a monthly fee of AED 200, with 1 GB fair use policy for international data / month 60. What are the charges in case I exceed my data usage for the month? It is a very rare scenario that you would exceed your fair use capacity as average usage per user is around 20 mb / month. However if you exceed your fair use policy usage during the month, you would be charged 1 fils / kb for national usage and in case of usage outside UAE, AED 1 per 50KB is applied 61. Is there a minimum contract period? Yes 12 months 62. What happens after the end of the contract? At the end of the contract tenure the handset is completely owned by you and there will be no termination charges levied should you wish to disconnect the service. 63. If I disconnect my line before completion of contract period of 12 months? You would be charged AED 70 / line multiplied by the remaining number of months of the contract period. 64. What happens to my device after termination? The device is yours after you pay the termination charges 65. Who will receive the bills? You will receive the bills directly as per the billing address specified by you 66. Where can I pay my bills? You can pay your bills online through direct auto debit only.
67. If I lose my SIM card? You can walk into any du shop and the same can be replaced at a nominal charge of AED 50. You need to carry proof of your identity and employee id. 68. What is a self care? Self care is a web based tool, where you can view your bill and also make bill payments online. The same is protected by user name and password which is under the control of the user 69. How do I configure my Self care? Once the line is activated, we will send out an email to all the customers on the steps of how to configure your Self care 70. Can I get this offer after the promotion period is offer? No, it is a limited period offer with subject to devices stock availability. It will be on a first come first served basis, till stock lasts. 71. From where can I get my phone repaired in case of any damage? You can go to any axiom outlet in UAE and get it repaired. Your phone is also covered under warranty as per terms and conditions mentioned in the warranty card in your phone box. 72. Can I take two or more phones? No. As we have limited stocks, only one device per employee. 73. Can I buy the device(smartphone) without this offer? No 74. Can I use the phone outside UAE? Yes you can provided your international roaming is activated. 75. Can I use the data outside UAE? Yes you can but you will be charged roaming data charges while using data outside UAE if you haven t subscribed to the BlackBerry International package 76. Do I have to pay any roaming deposit? No as a special offer and corporate customer, international roaming deposit of AED 2000 / line is waived off 77. After the event, how can I submit my document to subscribe to the offer Du representative will be available at your office during pre-fixed dates and time. The same will be communicated to you through your internal communications. You can also scan your document and email them to Emirates.offers@du.ae 78. How much is my credit limit AED 2500 / SIM is the credit limit.
79. What will happen if I exceed my credit limit during the month You would be sent notification through SMS once you are about to reach your credit limit. You are required to make payment to enjoy uninterrupted services from du 80. Can I close my account in between of a billing month and ask for the bill Yes you can close your account any time and can ask for the final bill. Final bill will be given to you at the end of billing cycle 81. In case I have an issue with the service who shall I contact? You can contact our du Business Customer care on the number 04 36 99 188 and log a Trouble Ticket with them
Mobile Broadband offer 82. What is du Mobile Broadband service? du Mobile Broadband gives you the freedom to work wherever you want. Whether at home, in the office or anywhere else, you're always connected to the internet Staying connected is no more a hassle now with convenient access through mobile phone or PC using Broadband Data card 83. What are the benefits of du Mobile Broadband service? du Mobile Broadband is designed to improve the productivity of professionals by enabling them to remain connected to the internet and emails while outside the office or home. du Mobile Broadband enable companies to improve their employees productivity and thus increase business efficiency by allowing their mobile workers to work more effectively and efficiently. du Mobile Broadband empower employees and professionals to: Connect to the Internet using the du USB mobile broadband card Send and reply to e-mails on the go Browse, Download, chat and socialize whenever and wherever you want. Device with speeds of 42MBPS 84. What is the current Mobile Broadband offer for Emirates Group staff? In case the emirates staff members do not take the special bundled offer. Following is the standalone offer for new customers You Pay Upfront for 42MBPS Mobile Broadband Internet Key AED 199 Per Month AED 150 for the 1 st 12 months and AED 200 thereafter You Get National Data 10GB per month The offer has minimum contract duration of 12 months. In case of early termination charges are applicable at AED 150 * no. of remaining months in the tenure Along with the above you also pay for the Data Line Activation fee (one time) of AED55 is waived as a special offer for Emirates Group employees. 85. As per the current offer the minimum contract stated is for 12 months what happens after the contract tenure is over? After the contract tenure is over the MRC mentioned above is applicable. 86. If I want to cancel my contract before its tenure what are the charges that I may be levied? You will be charged an early termination fees equivalent to your monthly fees for the remaining period of your tenure. 87. Can this above offer be taken only with a data sim? Yes currently this offer is available with data sims only. 88. What are data lines? Data lines are cost effective SIM cards from which voice services are disabled making it safe and economical for use in any device. 89. How can we activate these lines? Data lines will be available as any other mobile line to be activated
90. Is data line available as a prepaid SIM? No, data lines are postpaid SIM cards for which there are monthly bills generated. 91. Can Roaming be activated on a data line? Yes data roaming can be activated on a data line upon customer request; since voice services are barred, voice roaming cannot be activated 92. What are the data roaming charges when using my data line and Mobile broadband abroad? The Data roaming charges are at a flat rate of AED 1 per 50 KB. For an updated price as per operator and country please refer to the website www.du.ae 93. Is a deposit required to activate data roaming on the data line? Yes, deposit is required. The deposit is required for activation of roaming services. 94. The existing documentation says that the Mobile broadband key gives 42MBPS speed is this true? As per our testing this is the best speed that a customer gets in ideal conditions. However due to varying network coverage and density of population using the service the speeds may actually vary. The End