[kictanet] Safaricom Attitude - Consumer Issues

Tue Aug 24 17:36:30 EAT 2010

Nice one Edith, I have suffered customer service issues at Safaricom too. We
actually need people like you, that demand proper service and remind these
CS officers that the "Customer is King".

2010/8/24 Edith Adera <eadera at idrc.or.ke>

>  Dear All,
>
> Safaricom has done the honorable think and Ms Bernice gave a verbal
> apology.
>
> It's important that we all keep the customer service regulations alive -
> although the constitution will provide full protection for consumers, I
> noticed that CCK does not have the consumer protection regulations on their
> website. Does anyone know if it has been signed by the Minister? If so, it
> would be good for all to have a copy of the regulations.
>
> If anyone has a copy, kindly send it to the list.
>
> Thanks and have a good day.
>
> Edith
>
>
>
> *________________                                    *
>
> *Edith Ofwona Adera *
>
> Senior Program Specialist
>
> ICT4D Program
>
> International Development Research Centre | Centre de recherches pour le
> développement international
>
> Regional Office for Eastern and Southern Africa
>
> Tel: +254202713160 | Fax/Téléc: +254202711063 | Skype: edithadera
>
> eadera at idrc.or.ke | www.idrc.ca | www.crdi.ca
>
>   ------------------------------
> *From:* kictanet-bounces+eadera=idrc.or.ke at lists.kictanet.or.ke[kictanet-bounces+eadera=
> idrc.or.ke at lists.kictanet.or.ke] On Behalf Of John Kariuki [
> ngethe.kariuki2007 at yahoo.co.uk]
> *Sent:* 24 August 2010 08:15
>
> *To:* Edith Adera
> *Cc:* KICTAnet ICT Policy Discussions
> *Subject:* Re: [kictanet] Safaricom Attitude - Consumer Issues
>
>    Dear Wainaina and all,
>
> Just to point out that from Friday this week, Consumer Rights  become
> constitutional matters under " The Bill of Rights" ,section 46 of the
> Constitution.
>
> Weighty matters indeed!
>
>
>
> John Kariuki.
>
>
> --- On *Mon, 23/8/10, Wainaina Mungai <wainaina at madeinkenya.org>* wrote:
>
>
> From: Wainaina Mungai <wainaina at madeinkenya.org>
> Subject: Re: [kictanet] Safaricom Attitude - Consumer Issues
> To: ngethe.kariuki2007 at yahoo.co.uk
> Cc: "KICTAnet ICT Policy Discussions" <kictanet at lists.kictanet.or.ke>
> Date: Monday, 23 August, 2010, 21:40
>
> Agreed.
>
>  *1.* MPESA issues have been answered as that's how the service works to
> cover for security and related concerns.
>
>  *2.* The customer care concerns on Edith being told she was calling from
> the "wrong network" may not require CCK's involvement as yet. However, MJ
> may want to step in (before he gets back from China) and apologize to Edith;
> while re-educating the staff internally.
>
>  Note however, that Edith did not call the customer care line....she
> called PRSP support....so it may have been better to simply refer her to the
> customer care team. My experience has been positive so I am surprised that
> the staff may have been rude to Dr. Edith.
>
>  That said, Zain today displayed very "peculiar" conduct as their
> promotion truck was driving slowly past Safaricom House. Here's the video
> evidence on Youtube -
> http://www.youtube.com/watch?v=lW8hpVLIFZo&feature=youtu.be
>
>
>
>
>
> On Mon, Aug 23, 2010 at 11:00 PM, Solomon Mburu Kamau <
> solo.mburu at gmail.com <http://UrlBlockedError.aspx>> wrote:
>
>
>
>  On 23 August 2010 22:49, andrea.bohnstedt at ratio-magazine.com<http://UrlBlockedError.aspx>
> <andrea.bohnstedt at ratio-magazine.com <http://UrlBlockedError.aspx>> wrote:
>
> Possibly. I may be dumb. If so, kindly explain it to me again so that I'll
> understand it.
>
>
> I think the point raised by Edith was mostly revolving on the issue of cold
> customer care when she used a rival company's line to call the CC.
> The rest, I think are as easy as ABC to understand.
>
> I might have not given the whole view of my understanding, but I think it's
> logically wrong for the CC not to take the call from Edith warmly. After
> all, wasn't Edith paying for that call? Methinks it's up to the respective
> companies to instill some form of 'discipline' to their CC staff. I wonder
> loudly, suppose I went to Safaricom's shop/outlet or even House with a shirt
> emblazoned: ' Zain, Call A Wonderful World, for only 3 and texts at 1
> across all networks in Kenya', and vice versa: 'Niko na Safaricom' will I
> be shoved off?
>
> Just thinking loudly!
>
>
> -----Original Message-----
> From: Edith Adera
> Sent:  23/08/2010, 22:45
> To: Andrea Bohnstedt
> Cc: KICTAnet ICT Policy Discussions
>  Subject: RE: [kictanet] Safaricom Attitude - Consumer Issues
>
>
> Andrea,
>
> You are missing the point!
>
> Edith
>
>
> ________________
> Edith Ofwona Adera
> Senior Program Specialist
> ICT4D Program
> International Development Research Centre | Centre de recherches pour le
> développement international
> Regional Office for Eastern and Southern Africa
> Tel: +254202713160 | Fax/Téléc: +254202711063 | Skype: edithadera
>  eadera at idrc.or.ke <http://UrlBlockedError.aspx><mailto:eadera at idrc.or.ke<http://UrlBlockedError.aspx>>
> | www.idrc.ca<http://www.idrc.ca/> | www.crdi.ca<http://www.crdi.ca/>
> ________________________________
> From: Andrea Bohnstedt [andrea.bohnstedt at ratio-magazine.com<http://UrlBlockedError.aspx>
> ]
>  Sent: 23 August 2010 22:43
> To: Edith Adera
> Cc: KICTAnet ICT Policy Discussions
>  Subject: Re: [kictanet] Safaricom Attitude - Consumer Issues
>
> Edith,
>
> Why do you find it so surprising that you can't send an M-PESA payment if
> you don't have an M-PESA account? Can you make Zap payments without having a
> Zap account?
>
> In a bank, you can pay cash into someone's account without having a bank
> account, but you need to go to that person's bank, and you can't make a bank
> transfer either without having an account yourself.
>
> Also, the need to register before you make any mobile money payments is, as
> far as I know, a banking sector requirement imposed by the Central Bank of
> Kenya (CBK), the Know Your Customer (KYC) rules to combat money laundering
> etc.
>
> That you need an M-PESA-enabled SIM card is an old story - that's been
> communicated since the beginning of the service, I think, even if it's of
> course it's regrettable that the agent you visited didn't have one.
>
> Many regards,
> Andrea
>
>
>  On 23 August 2010 22:28, Edith Adera <eadera at idrc.or.ke<http://UrlBlockedError.aspx>
> <mailto:eadera at idrc.or.ke <http://UrlBlockedError.aspx>>> wrote:
> There's need for consumer issues to be taken VERY seriously in the Kenyan
> Telecommunication market. I believe CCK is listening and this should not be
> allowed to happen to any Kenyan consumer.
>
> As a non-user of money transfer services (I'm a proxy user), I decided to
> try the Mpesa service today as I did not have a 3rd party proxy to undertake
> the transaction on my behalf as I usually do. The last I tried to register
> for the service, I was informed that I had an old generation SIM card and
> needed to replace it yet the agent did not have the replacement SIMs. I was
> directed to follow a convoluted process of getting the replacement SIM,
> which I did not have the time for at that point.
>
> Today, I was rudely informed that as a non registered user I cannot send
> money by Mpesa (Prestige service provider) - never mind that I have a very
> active Safaricom line. This puzzled me as in the banking sector, you can
> always bank money into any account at a bank in which you're not a "member".
>
> So in search for an answer to this issue, I decided to call a Safaricom
> Officer (Ms Bernice - department that issues Short Codes) to get some
> assistance. I called her on my Zain line. As soon as she picked the call,
> she was very cold and retorted "for starters, you have called me from the
> wrong network - meaning from Zain - and secondly, you cannot send money if
> you are not a registered user".
>
> My issue as a consumer is - why should I be rebuked for using my Zain line
> to call Safaricom? Is it a Safaricom policy that no one should call them
> using a Zain line or lines from other network providers? what does the CCK
> regulations say about such issues? My little telecommunication background
> tells me that the "consumer is king" and that a consumer must exercise their
> "right of choice" in a competitive market. why should I be dictated to what
> network I MUST USE or NOT use to make calls? Is this a reflection of the
> interconnection issues that are currently hitting media headlines?
>
> I have taken this issue very seriously and demand an apology and response
> from Safaricom. I believe CCK will take appropriate action to ensure that
> this is not the modus operandi in the Kenyan telecommunication market.
>
> Edith
> Kenyan Consumer
>
>
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>
> --
> Andrea Bohnstedt
> Publisher
> +254 720 960 322
>  www.ratio-magazine.com<http://www.ratio-magazine.com>
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> --
> *Solomon Mbũrũ Kamau*
>
> *****************************************************
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--------------------------------------------
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