[kictanet] Deteriorating Safaricom or simply broken systems??

[Brian Munyao Longwe]

Dear Michael,

Thank you for your response on this. I would also like to note that I have
been unable to check the balance on my bambanet/usb 3g bundle all of today -
whenever I send a request I get the following response:

(2/2) re expiry date

Sorry to burden you with these mundane and rather trivial issues but it
would be good if you had some of your personnel empowered to respond
directly to these kind of consumer issues so that you can focus on the big
picture.

Regards,

Brian

On Wed, Aug 25, 2010 at 9:22 PM, Michael Joseph <MJoseph at safaricom.co.ke>wrote:

> I will look into this urgently
>
> Kind Regards
>
> Michael
>
> Sent from my iPad
>
> On 25 Aug 2010, at 14:25, "Odhiambo Washington" <odhiambo at gmail.com>
> wrote:
>
>
> 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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