[kictanet] Deteriorating Safaricom or simply broken systems??

[Harry Karanja]

Washington,

 

I share your frustration. I experienced the same thing albeit with smaller amounts. When I called CS I was told that it could take up to 48 Hours for the bundle to be loaded, and no they could not refund the airtime. I was forced to purchase more airtime and use the KES. 8 out-of-bundle charges. To date I am not sure whether the bundle was ever allocated.

 

Harry Karanja n Director n SoftLaw Limited n Genius Executive Centre n 15th Floor View Park Towers  n Utalii Lane n Nairobi CBD n Tel: +254 20 342 225 

 

From: kictanet-bounces+kairo=softlaw.co.ke at lists.kictanet.or.ke [mailto:kictanet-bounces+kairo=softlaw.co.ke at lists.kictanet.or.ke] On Behalf Of Odhiambo Washington
Sent: Wednesday, August 25, 2010 2:22 PM
To: kairo at softlaw.co.ke
Cc: KICTAnet ICT Policy Discussions
Subject: [kictanet] Deteriorating Safaricom or simply broken systems??

 

 

Last evening I loaded KES 2,300 worth of credit on a Safaricom data line (0720 332211) and sent an sms to 446 to purchase a 300MB bundle.
With their br0ken systems (the whole of yesterday) they could not allocate me the bundle immediately, even though they promptly deducted the KES 999. Because I could not get the confirmation of bundle allocation (CS kept telling me to wait for 20, 30, N minutes for the confirmation to come) I decided to just plugin the SIM card and use it, hoping the bundle had been allocated but only the confirmation sms was delayed.

I ended up using KES 800 of my balance airtime after they deducted the KES 999 (instead of the bundle!!) and I got to know that only today when I called CS and they gave me the shocking news - you have only KES 500-and-something airtime on that line!!

The whole of yesterday their system was broken down. I suffered the same during the day. I loaded 2500 on a different number and sent "activate" to 448 for a 1GB Bundle. I could not get the confirmation after about 10 minutes and called CS, who told me that they were experiencing problems and I should wait for about 2 hours. I had to buy 500 and top up and just use it like that without purchasing a bundle, while waiting for the 2+ hours...

Is there a way for redress with Safaricom?  They've literally stolen from me, by deducting my KES 999 and not allocating me the bundle "within the required time" (or isn't there something like this?), making me to use my reserved airtime instead!

There must be better ways of dealing with this from Safaricom, or any other provider for that matter. It is simply not acceptable, and I do feel that when I buy a commodity (like the bundle) I should get it immediately, unless there is a condition that stipulates that the provider is at liberty to decide when to give it to me. I also believe that it's the obligation of the provider to notify me when they have a problem that would affect the services I buy from them.

Safaricom, I want my money back, as small as it is!

-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ 
"If you have nothing good to say about someone, just shut up!."
               -- Lucky Dube




-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ 
"If you have nothing good to say about someone, just shut up!."
               -- Lucky Dube

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