He must be freeeeeeesshhhhh off the boat, welcome to Qatar, don't expect great customer service, it does not exist here and the concept has some sank in yet. Most places here don't have experienced customer sercvice manager or marketing people. Thery say that they are experience on their profiles and resumes, but they are mostly shit. So don't expect, live with it and you will be fine to spend your numerous years with peace of mind!