[kictanet] Deteriorating Safaricom or simply broken systems??-building systems

Thu Aug 26 12:57:40 EAT 2010

Wash,

Good for you and to Edith three days ago.  But I think what Dr. Muliaro and others were saying is that there needs to be institutional "systems" in place to guarantee that "Wanjiku" (who has ZERO access to MJ) can also enjoy the same response and intervention.  

It is about building a  whole ecosystem that involves the Operator's Customer Care Services, The Regulator, Competitors and ofcourse an informed citizenry (consumer). A failure in any of the above entities will cause a failure in the whole service industry...

walu.

--- On Thu, 8/26/10, Odhiambo Washington <odhiambo at gmail.com> wrote:

From: Odhiambo Washington <odhiambo at gmail.com>
Subject: Re: [kictanet] Deteriorating Safaricom or simply broken systems??
To: jwalu at yahoo.com
Cc: "KICTAnet ICT Policy Discussions" <kictanet at lists.kictanet.or.ke>
Date: Thursday, August 26, 2010, 1:37 PM

On Thu, Aug 26, 2010 at 10:45 AM, Brian Munyao Longwe <blongwe at gmail.com> wrote:

Hi Washington,

On Thu, Aug 26, 2010 at 10:39 AM, Odhiambo Washington <odhiambo at gmail.com> wrote:

Hi Brian,

I beg to disagree with your supposition that these are "mundane and rather trivial issues". Safaricom does not sell vegetables at Gikomba, nor Mandazi at Kibera. This is their core business and if anything goes wrong with these, as one Harry Truman, put it decades ago, the buck stops with one, Michael Joseph!

PS: MJ - Thank you so much for taking up this issue.

Both you and I have run online service operations - these kind of issues do *not* need the CEO to spend his time on - unless things have deteriorated to abyssmal levels.

Nevertheless his attention is much appreciated.

I am happy to report that after MJ's intervention, Safaricom has "indemnified" me on the case(s) that I complained about. To be precise, I got refunds for the amounts used "out-of-bundle" when their systems delayed in allocating me the bundles I had purchased.

I'd also like to publicly acknowledge their apologies, received from Muthoni Karimi and Jack Siperia.

I feel much better now, as a Safaricom customer, because I have been treated right, thanks to MJ.

-- 
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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