[kictanet] Deteriorating Safaricom or simply broken systems??

[Brian Munyao Longwe]

I had similar experience last week with the 500sh bundle - it took almost 12
hours to activate and in the meantime about 400 sh of my airtime was chewed
by the off-bundle rate...

Brian

On Wed, Aug 25, 2010 at 3:08 PM, Harry Karanja <kairo at softlaw.co.ke> wrote:

>  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 <kictanet-bounces%2Bkairo>=softlaw.co.ke@
> 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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-- 
Brian Munyao Longwe
e-mail: blongwe at gmail.com
cell:  + 254 722 518 744
blog : http://zinjlog.blogspot.com
meta-blog: http://mashilingi.blogspot.com
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