[kictanet] Safaricom Wimax service

[Barrack Otieno]

As for me the service is simply poor, come quickly and sort us out !

On Fri, Oct 8, 2010 at 8:49 AM, Harry Karanja <kairo at softlaw.co.ke> wrote:

>  Yawe,
>
>
>
> I agree with you that Safaricom has not fully thought out the operational
> management of this product. I applied and promptly paid for the service as a
> redundant link at my office building on Friday last week and was promised
> that it would be installed by Monday this week. The engineers finally came
> on Tuesday but they had no official documentation or identification and were
> denied access to the building conduits and rooftop by the management until
> they had the right documentation. When they finally returned on Thursday
> with a letter; they were again sent away as the management of the building
> required them to have a “license” and pay to an annual rent to setup their
> equipment on the rooftop at a cost of KES. 120,000 – KES 180,000.
>
>
>
> I understand that this product is mainly targeted at residential users but
> since I was visited by Safaricom staff before making payment I expect that
> they had worked out the installation and configuration part.
>
>
>
> Regards,
>
>
>
> *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 *robert yawe
> *Sent:* Friday, October 08, 2010 8:46 AM
> *To:* kairo at softlaw.co.ke
> *Cc:* KICTAnet ICT Policy Discussions
> *Subject:* [kictanet] Safaricom Wimax service
>
>
>
> Hi,
>
>
>
> I was most exited about getting the Safaricom Wimax service, they had
> teething problems with the role out which I suspect was because they did not
> anticipate the level of demand.
>
>
>
> The service finally worked, which took about a week from the time I applied
> for the service, but only for about 3 days then the problems started.
>
>
>
> What is most annoying is that the customer service number is not toll free
> and cannot be reached through the normal 100 or 200 numbers which to me
> suggests that Safaricom has not fully integrated the new baby into the rest
> of the organisation.  The customer service number is also only manned during
> normal working hours which is unacceptable when you are dealing with
> residential users who need the service outside this hours.
>
>
>
> The fixed wireless business is also very different from mobile wireless
> which is Safaricoms forte, with  fixed wireless the client cannot take the
> equipment  to a customer service centre which would therefore mean the need
> for more personnel, vehicles and higher chances of providing mediocre
> services.  This will be a good experience for Safaricom in dealing with a
> different type of client especially now that they are offering B2B solutions
> such as application hosting and collocation services.  I am sure that after
> this experience they will never talk ill of Telkom and their landline
> service.
>
>
>
> When the initial team came to do the installation it was clear that they
> where not Safaricom employees but an outsourced provider who where not up to
> scratch on dealing with residential users.  They had dropped the antennae
> cable down the side of the house from the roof and then through the window.
>
>
>
>
> I had them remove the shoddy installation and make sure they passed the
> cable through the provided conduits which meant that a single team outing
> turned into a 3 day affair, at the fixed cost I am sure they are being paid
> per installation I am not surprised that they have not been able to come and
> fix my link which has been down since Monday this week.
>
>
>
> Regards
>
>
>
> Sent from my laptop in the office since my Safaricom Nyumbani service is
> inoperative
>
>
> Robert Yawe
> KAY System Technologies Ltd
> Phoenix House, 6th Floor
> P O Box 55806 Nairobi, 00200
> Kenya
>
> Tel: +254722511225, +254202010696
>
>
>
>
>
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>


-- 
Barrack O. Otieno
Afriregister Ltd (Ke)
www.afriregister.com
+254721325277
Skype: barrack.otieno
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