the power of connection
the company’s journey to success
14 years of service based on trust and quality
1997
1998
1999
2000
2001
2002
2003
2004
2005
2006
2007
2008
2009
2010
2011
Content 3 Overview
15
Etisalat division
25 Warranty
4
Quality standards
16
Customer care
26
Mobile customisation
5
Vision, mission, values and objectives
17-18 Mobile phones
27
Gift-wrapping service
6-9 Strategy
19 Accessories
28
050 Technologies
10 Resources
20
050 Express
29
What makes 050 different?
11
Operatiional procedure
21
Mobile wholesale
30
Retail presence
12
Organisational operations
22
Trade mobiles for cash
31 Branches
13
Organisational chart
23
Mobile entertainment
32
14
Strategic partnetship
24
myphonecare
Contact us
2
050 telecom: an overview
050 telecom is not only the leader among
carving a niche in the telecom sector
the telecom service providers! It also leads the road to follow…
050 telecom was founded in 1997 with
which speak volumes of its quality,
the aim of becoming one of the leading
management and professionalism.
providers of telecom products and services guaranteed by quality and
The Dubai-based company is aiming
based on customer care. The company’s
to reach its target of 30 branches in the
strategies are formulated according
country by 2011. Further expansion, up to
to its vision, as a result of which it has
50%, will be made by 2012 to increase its
witnessed phenomenal growth – from a
reach and enhance services.
single retail shop to a dominant enterprise.
050 telecom independently works with 050 telecom has a dominating presence
Etisalat Corporation, the leading telecom
in UAE’s major shopping malls, and an
service provider in the UAE, Middle East
ever-expanding client base thanks to
and Asia. 050 telecom branded products
optimum customer satisfaction, outreach
and services are exclusive and unique.
programmes and a range of products
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quality standards
050 telecom is a retail concept devoted
050 telecom is the culmination of
to delivering excellence. Products and
experiences in a unique telecom
services include:
operations accumulated over the years.
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Etisalat products and services
Our unique experience in telecom
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All branded mobile phones with 24
operations over the years ensure our
months warranty
success, and our comprehensive
Mobile awareness and training (It is
professional practices fulfil the satisfaction
a part of our objectives to widen our
of clients and allies.
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customers’ notion about their phones, features, functions, safety and security standards) l
Mobile Entertainment
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Engraving & Customisation
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Maintenance desk
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Unlimited range of original accessories
A series of successes in all areas of operation such as management, distribution, sales, customer care and other business to business relations earned the company an ISO 9001-2008 certification in 2008 from GCAS.
ISO 9001-2008
and quality items
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vision
values
objectives
To become one of the leading
The company’s values have been
innovative approach and sound
providers of consumer telecom
recognised by customers and
business management. The company
professional team ensuring TQM
products & services, acknowledged for
strategic partners alike. The following
leads through its teamwork and
and quality assurance standards
our quality and customer care
decisions and actions put into practice
competence.
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by management demonstrate these values.
mission
management, marketing, investment, and development
The company strives to strike a
resources
balance between cultures, customs
050 telecom’s key strengths
and values in order to optimise its
The company is dedicated to satisfying
organisation capabilities.
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of our customers as convenient as
their expectations.
in the field, such as ISO, TQM and Excellence Module l
050 telecom takes responsibility
resources and development through
for quality
market research as well as experience.
We deliver high-class products and
To remain one of the leading providers of consumer telecom
possible and will devote our resources towards improving high technology
To prove excellence by obtaining international and local certificates
its customers. It respects them, listens to their requests and gives priority to
To adopt latest technology,
050 telecom follows business ethics
Customer satisfaction is one of
050 telecom wants to make the life
To surge ahead driven by a
products acknowledged for quality and customer care l
To exchange experience
services as well as value for money
and knowledge with leading
and are committed to delivering quality
international organisations in the
service, excellence, and continuous
field as strategic allies
improvement.
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To extend the boundary of the mobile phone trade through
050 telecom provides leadership Talented employees are the foundation of the company as it effectively applies 5
quality and innovation
Yearly growth - 050telecom
050 telecom’s outlook and strategy general l
Clients are its prime capital
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Creativity and quality are the key to clients’ satisfaction
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Time is valuable
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Ensuring quality is the shortest route to earning and retaining clients’ loyalty
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Employ professionals, train them and reward their performance
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Creating products and services that make the company stand out in the market
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050 telecom’s outlook and strategy
employees
management
operations
marketing
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l
l
l
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Our employees have a continuous
The team is dedicated to solid
access to information resources
formulation and smart implementation
the horizon through continuous
Professional training is provided
of entire system
innovation
to enrich employees’ skills and
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knowledge
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A rich MIS (Management Information
l
and value-added services l
Its strategies assure the fact that the
All deals adopted are equal in terms
market always has an opportunity to
of market value, client’s relations,
invest
and implement its reaction to market
successfully and professionally carried
trends and components
out
Quality assurance application of
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The company competes by creativity
System) will evaluate, control, direct
procedures and systems guide the
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with the biggest and successful
The team tries to achieve its objectives through exchange of creative ideas
It builds a wide network of relations companies
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It seeks opportunities through
total process to a recognised model of
latest resources to develop the best
excellency of performance
practices in marketing
Each member of the team plays a crucial role in implementing the company’s performance objectives
7
The company strives to look beyond
050 telecom’s outlook and strategy business development
client servicing
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050 telecom with a commitment to deliver is gaining better market share and it
with the company’s valuable clients
has set up branches all over the UAE to
and having them as one of its
compete and beat l l
performance indicators
The company follows its successful
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To satisfy client needs
development model
To communicate continuously with
Efficiency and effectiveness are the objectives that it intends to achieve in its
clients l
Translating local and international best practices into action must be one of the
To deploy all modern tools of customer care and services
business l
To invest in the long-term relations
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To provide quality and value-added service to clients
business development results
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corporate 050 telecom has initiated measures to provide priority services to its customers in every segment of the market, such as banks and other financial institutions, aviation, government and public sector as well as SMEs across the UAE. Its corporate sales team is dedicated to providing special services to the corporate sector, government and SMEs. The team strives to provide services beyond the clients’ expectation. It fulfils its objective by offering them the following services and solutions:
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Branded mobile phones
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Blackberry and iPhone devices
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Etisalat products and services
resources
In developing its mission, vision, values and objectives, 050 telecom has relied on various resources such as: l
Company guide for quality system
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Strategic partners
l Creativity l
Human and financial resources
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Market knowledge
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Profit orientation
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Productivity development
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Management development programmes
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Labor improvements
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Latest technology
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Competitive tools in the company
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Rich experience in the communication market
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Market research
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Effective investment of time and assets
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operational procedure
11
Our resources
Criteria
Our tools
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Data bank
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Client needs
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Field visits
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Strategic allies
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Market trends
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Internet
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Professional experiences
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Market rates
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Periodical assessment
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Creative methodology
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Competitors performances
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Surveys
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Theory
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Legal atmosphere
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Cold Calls
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Excellency standards
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Costing analysis
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Questionnaires
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Client outputs
Recognition of clients
Assessment report
Remedy plan
Following up
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Needs
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Analyis
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Structuring
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Report analysis
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Forces
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Competitive report
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Strategies
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Profitability
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Expectations
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Solutions required
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Procedures
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Market fame
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Time frames
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Process of application
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Systems
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Re-Training
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Resources
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Costing
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Training
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Plans modifications
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Internal scanning
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Expected outputs
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Evaluation
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Providing resources
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External Scanning
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KPIs
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Control systems
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Control systems
organisational operations
050 telecom adopts a simple and smooth
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Flexibility of modification of authorities
organising system that facilitates the
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Supportive complementary interactivity
flow of managerial orders and feedback
within the organisation
reporting. b The organisational structure consists a The organisation’s structure is made as flat as possible to provide coherent
of six main administrations, each with its own divisions and units
internal and external communication and decision making systems such as: l l
c All administrations are controlled by
Clear description of departmental
the CEO, who leads the department
duties
heads
Independence of administrational unit operations
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Flexibility of modification of authorities
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Supportive complementary interactivity within the organisation
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organisational chart
CEO
Consultants Administration Development
Legal
COO
Administration
Office Management
Purchase
Finance
Logistics
HR
IT
P Accounts
Internal Audits
Marketing
Collection
Etisalat Accounts International
Local
External Auditors Quality Assurance / Auditors
Training
Stock Control
R&D
Media
Promotion
Events
Customer Service
PR
Branding
Call Centre
Sales Accounts
Benefits Recruitment
Customer Care
Support
Business Development Sales
Retail
Trade Shows
Branches
Corporate Sales
Service Centre
Etisalat Sales
Documentation
Operations Audit
Wholesale
Submissions
Export
Local Planning
Abu Dhabi
Al Ain
Dubai
Sharjah
Ajman
UAQ
RAK
TQM
R&D
Fujeirah
Reporting
Follow Ups
Data Bank Control
Feasibility
Quality Rewards
Internal Audits
strategic partnership
050 telecom proudly announces long-term
sub-distributors and resellers has made
business ties with Etisalat, the leading
tremendous contribution towards the
telecom service provider in the region. The
company’s achievement of this honour
company’s role as a ‘regional principal
that put it at the leading position.
reseller’ entitled it to sell and distribute Etisalat’s services and products through
050 telecom’s dedicated distribution
its distribution channel all over the UAE.
channel for Etisalat services and products is well equipped to cope with any
The company’s outstanding performances
challenges and has the ability to deliver
reflect its successes including its
according to market demands.
consistent target achievements, countrywide top performances recognised
Further to the pursuit of the selling cycle,
by Etisalat through the ‘best distributor
the company’s state-of-the-art call centre
award’. 050 telecom’s massive chain of
is dedicated to Etisalat SIM activation and other services. The activation team has been set up to provide quality and prompt services to customers. The cycle is supported by quality assurance criteria which reflect the company’s philosophy of creating qualitative working environment.
14
etisalat division
CEO
Etisalat Business Division
Distribution
Logistics
Inventory Management
Retail
Channel Distribution
Outlets
Customer Care
Customer Service
Call Centre
Activation
Document & Submissions
15
Accounts
IVR
Tele Sales
customer care
The company’s commitment to standard
Employees are assigned to keep an
customer care is reflected in the way the
eye on the database. Similarly, the
company provides services. It is, however,
document control team organises and
committed to improving its customer care.
manages database on the information about customers, Sim cards and other
050 telecom’s state-of-the-art call centre is
documents, supported by quality
run by trained professionals who address
assurance criteria.
customers’ problems. The company’s activation team can activate the SIM cards
The company measures its performance
in less than a minute. The dedicated
against these actions and criteria. By
team maintains a database, while the
taking these aspects into consideration,
submission team receives and ensures
the organisation also tries to improve itself
proper documentation of the application
wherever necessary.
of SIM card and inquiries.
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mobile phones
Mobile phone brands are the speciality
products. The offers and prices of
of 050 telecom. Its growing number
products at 050 telecom outlets
of outlets showcases a wide array of
are unmatched in the market, a
mobile phone brands – from basic and
phenomenon that sets it apart from
simple to latest and trendy models.
its competitors and the mainstream dealers.
The company’s retail customers may enjoy:
Geminating warranty and service Products purchased from 050 telecom
Mobile phones from all major brands
(either have regional or myphonecare
Various models in vogue such
warranty), complete attention is
as Blackberry, i Phone, Nokia,
given to customers through the
SonyEricsson, Motorola, LG, Samsung,
company’s service workshops and
and Siemens are available in 050
service centres at its retail stores that
telecom’s outlets. In addition, iPad and
provide necessary support in case
iPod are also sold.
of troubleshooting and software or hardware malfunctioning. Whether a technical or mechanical problem,
Competitive and flexible rates
under warranty or not, the customer
050 telecom offers flexible and
support is on hand for assistance.
competitive rates on its range of
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mobile phones
People to guide you and make things
about the features, functions, safety
easy for you
and security standards of their
Efficient and knowledgeable salesmen
purchases. The employees help buyers
are ready to assist customers to select
to familiarise themselves on operation
right products and provide necessary
and care of their mobile phones, so
information about products.
as to help them avoid damage of their new purchases while trying and
Original and guaranteed accessories
experimenting with various features
and gifts come with every purchase. In
and functions of a unit.
addition, free gifts are often offered to
convenience.
customers as a token of appreciation. Standby training and awareness point One of the 050 telecom’s objectives is to widen its customers’ knowledge
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war
accessories
ty an r
war
ty an r
Accessories have a three-month replacement guarantee.
050 telecom outlets sell the entire
selected keeping customers’ needs and
range of phone accessories for
demand in mind. All 050 telecom brands
Blackberry, i Phone, Nokia, SonyEricsson,
are Carrying Quality certification as per
Motorola, LG, Samsung, and Siemens
the standards. These branded products
including all the brands. Customers can
carry with 24 months warranty. Its ‘zfz’
enjoy a wide range of mobile phone
and ‘smart case’ product line come
accessories, such as cases, covers,
with leather cases, covers, headsets,
batteries, chargers, car chargers, mobile
batteries and chargers.
phone data cables, memory cards, emergency chargers and many more.
050 telecom also sells its own range of mobile phone accessories under its brand name. These products are carefully
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050 express is a minimised retail concept
Purpose
intended exceptionally to deliver a particular range of products and services
l
in shopping centers, shop in shop concept and community malls through
Managed and supervised under 050 telecom management
l
customised kiosks.
Same quality of products carried at 050telecom
l
To provide enough range of telecom
Kiosk is assumed to deliver the same
products to meet your telecom needs
range (as a) store but in minimized level:
nearby your home l
l
Mobile phones
l
Accessories and quality items
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Etisalat products
l
Entertainment desk
Attractive offers to target the consumers needs
20
mobile wholesale
Company with its telecom specialty intends to cover the whole arena of telecom products and services. It has a dedicated wholesale division for mobile phones that meets all the market needs within and across UAE. Our huge network of buyers across GCC & African countries gives us another reason to be entitled as a leading telecom entity. The brands that we are dealing with are as follows:
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trade mobiles for cash
050 telecom also offers trade-ins to
industry standards. These products are
its customers. This scheme keeping
nevertheless guaranteed on quality.
its commitment to the environment,
Parts that are not repairable are turned
050 telecom has launched a recycling
into plastic or metal for reuse, ensuring
service at its outlets. People doing so
environmental protection. Refurbished
can receive cash for working and non-
items are sold at reasonable prices so as
working handheld devices including
to make them affordable for low-income
mobile phones, laptops, digital cameras,
individuals looking to buy devices that are
MP3 players and gaming consoles. The
reliable and long-lasting.
company also allows one to trade in old gadgets for a new one. This scheme is
For those on a shoestring budget, buying
designed to help customers responsibly
or swapping a used item could be a great
dispose their old electronic items and
deal. Money can be saved by buying pre-
purchase new more affordable.
owned or trading old for new.
Recycled items are reconditioned by qualified technicians to the highest
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mobile entertainment
At 050 telecom outlets, customers are offered a wide range of registered applications, games, music and movie downloads for free. Customers can download Mac games and applications for iPhone, iPods, iPad, PS3 & PSP, htc, palm pockets, Windows mobiles , Nokia and BlackBerry. They can also switch between options and choose whatever they like from a great collection of songs, videos, backgrounds, themes and latest hit films in best quality formats.
23
myphonecare service center
my
ar
e
tre en
horised ut
rvice se C
phone
c
The mobile solution center with 24 hours repair program
050 telecom has established its service
Hardware and software for all mobiles
centre myphonecare, to fulfill the popular
are available, including downloads in
demand for a reliable mobile phone
most languages and unlocking of various
repair service. myphonecare delivers
brands of mobile phones.
professional service for brands such as Blackberry, i Phone, Nokia, SonyEricsson,
Rest assured
Motorola, LG, Samsung and Siemens.
Customers can rely on 050 telecom’s service and expect to get their items back
l l
Extensive workshop facility for phones.
in perfect condition within a maximum
It caters to diverse brands
time of 24 hours, unless there is a major
Comprehensive store of spare parts
problem.
and a well-equipped service area l
A centre that ensures fast diagnosis of faults
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Full support 24 hours a day
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Competent software and hardware technicians
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Nonstop update for the latest software and technology
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Quality service
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A
24 months warranty
A part of 050 telecom’s commitment is to honour the after-sales service with extended warranty period and service.
050 telecom provides 24 months’ warranty with every mobile phone purchased at its retail outlets. Other value-added services include l l
A temporary mobile phone for use
myphonecare offers a one-hour
while the phone is being repaired
service, exclusively to 050 telecom
Data support specialist to ensure
customers.
privacy and safety of personal data l
One-hour service priority
Come with a faulty mobile phone
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Free delivery at your doorstep
and get it repaired within an hour. If you don’t get it in an hour,
050 telecom will deliver it at your doorstep without any charge.
25
Swarovski instant skin and mobile customisation
At 050 telecom, buyers can customise their devices.
Personalised Designs
The company offers a custom-made
Customising mobile phones and
high-end transformation service for mobile
accessories with skin or crystals is
phones, thereby turning technology into
the ultimate way to express one’s
chic accessories. A mind-blowing range of
personality. 050 telecom offers this
designs cater to an individual’s needs and
exclusive service.
choice. Customised mobile phone skin serves a practical purpose: it protects a device from nicks and scratches. Skins can be easily replaced for new and better looks.
26
gift-wrapping service
050 telecom offers gift-packing service to its valued customers. This is a unique service which is dedicated for your loved ones to present them mobile phone device in a very delicate and nice gift wraps. So, come to us, shop and turn it into a gift. This is an unmatched complimentary service that no one offers. With the season of gift giving never ending, the company has service. To make it exceptional, 050 telecom complements it with
050
a free delivery service.
050
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050
050
0
introduced this one-of-a-kind
050 technologies provides a variety
The company’s specialities lie in the
of IT solutions to meet all IT and
following areas:
telecommunications requirements for enterprises. Its professionals have rich
l
needs of IT infrastructure.
Local area networks / wireless solutions
experience in respective fields to meet the l
Intranet / Internet / Extranet solutions
l
Microsoft Windows server
050 technologiess helps design
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Microsoft Exchange server
and implement best solutions for IT
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Microsoft SQL server
infrastructure. Not only does it provide the
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Microsoft Proxy server / Internet information server
set up, but qualified technicians help the system keep running at peak efficiency 24
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Virtual private networks
hours a day.
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Voice over IP communication solutions
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Low-voltage cabling
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Security system
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Central emergency battery system
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Building management system and security systems
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what makes 050 telecom different from the rest
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90 days of immediate replacement
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services, all under one roof
guarantee for products under the company’s brand name.
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Guarantee for accessories
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Help in finding a product of choice
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High quality customer service
l
A 24-month warranty. For mobile
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Training and awareness service
phones, the company offers a two-
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Competitive rates
year warranty or as specified by manufacturers l
Customer will enjoy the utility of the purchased phone through technical support.
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Technical support of 14 hours a day by experienced experts
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The service centre offers promising 24-hour repair facility with warranty
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Offers and promotions throughout the year like Magic Card programme enables customers to win gifts
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Collectivity of products and diversity of
050 at gitex
retail presence
050 telecom has outlets at all major malls
050 telecom will open
in the UAE, including:
11 new branches soon at
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Dubai Mall
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Mall of Emirates
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Ibn Battuta Mall
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City Center, Fujairah
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Mirdif City Center
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Matajeur Mall
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Deira City Center
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City Center, Ajman
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DWTC Metro Station
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City Center, Sharjah
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Aswaaq Mall Umm Suqeim
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Mega Mall, Sharjah
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Bawadi Mall, Al Ain
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Al Wahda Mall, Abu Dhabi
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Aswaaq Mall, Nad Al Hamar
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Khaldeyah Mall, Abu Dhabi
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Aswaaq Mall, Al Mizhar
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RAK Mall
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Aswaaq Mall, Al Warqa’a
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Al Manar Mall, RAK
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Abu Dhabi, Defence Road Outlet
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Al Ain Mall
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Al Ain outlet
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Jimmy Mall, Al Ain
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Dubai, Deira outlet
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Sharjah, Qasmia outlet
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recognition
Another feather in our cap Mohammad Bin Rashid Award for best retailer
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contact us Corporate Office Unit 264, 2nd Floor, The Galleria Hyatt Regency, Al Khaleej Road Deira PO Box 87050 Dubai, UAE Tel +971 4 2722226 Fax +971 4 2711511
Operations Office Unit 101, 1st Floor Al Ain Ahlia Insurance Bldg. Al Khaleej Road, Deira PO Box 87050, Dubai, UAE Tel +971 4 2711999 Fax +971 4 2721666
Email: info@050telecom.com Website: www.050telecom.com For Customer Service 600 523336 Call Center (Activation) 800 800 050
branches Dubai Mall Tel +971 4 339900 7 Fax +971 4 339900 8
Aswaaq Nad Al Hamar Tel +971 4 284 5000 Fax +971 4 284 5050
Matajer Mall Tel + 971 6 5614242 Fax +971 6 5616868
Sharjah Tel +971 6 561 4242 Fax +971 6 561 6868
Mirdif City Center Tel +971 4 284 5600 Fax +971 4 284 5881
Aswaaq Al Mizhar Tel +971 4 284 5665 Fax +971 4 284 5656
Metro - Trade Center Tel +971 4 339900 7 Fax +971 4 339900 8
Abu Dhabi Tel +971 2 642 1116 Fax +971 2 642 1050
Deira City Center Tel +971 4 2943 999 Fax +971 4 2943 888
Aswaaq Al Warqa’a Tel +971 4 280 4555 Fax +971 4 280 4554
Bawadi Mall Al Ain Tel +971 3 784 0295 Fax +971 3 784 0395
Al Ain Tel +971 3 72 19171 Fax +971 3 721 2399
Ibn Battuta Mall Tel +971 4 4390200 Fax +971 4 4390201
Aswaaq Umm Suqeim Tel +971 4 3284 111 Fax +971 4 3284 222
Dubai Tel +971 4 272222 1 Fax +971 4 272 8050
Dubai Wholesale Tel +971 4 27 111 00 Fax +971 4 2731 888
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