[kictanet] Deteriorating Safaricom or simply broken systems??

Wed Aug 25 22:18:47 EAT 2010

This is Quality of Service issue. It is CCK that needs to handle such complains. any body from  CCK to take on this issue? Soon CCK will be overwelmed  with more ICT actors attempting innovative ways to stay ahead of there competitors at the expense of regulations.
Dr Muliaro Wafula
Sent from my Nokia phone
-----Original Message-----
From: ESTHER MUCHIRI
Sent:  25/08/2010 4:34:23 pm
To: muliaro at yahoo.com
Cc: 'KICTAnet ICT Policy Discussions'
Subject:  Re: [kictanet] Deteriorating Safaricom or simply broken systems??

Hmm - is someone from Safaricom looking into these matters? It is really
frustrating waiting for the bundles and getting none.. Or being told you
have received 300MB and it evaporates in a day or two with limited use!

=====================

"The future belongs to those who believe the beauty of their dreams.". 

-- Eleanor Roosevelt

From: kictanet-bounces+emuchiri=andestbites.com at lists.kictanet.or.ke
[mailto:kictanet-bounces+emuchiri=andestbites.com at lists.kictanet.or.ke] On
Behalf Of Brian Munyao Longwe
Sent: Wednesday, August 25, 2010 3:24 PM
To: emuchiri at andestbites.com
Cc: KICTAnet ICT Policy Discussions
Subject: Re: [kictanet] Deteriorating Safaricom or simply broken systems??

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