[kictanet] Price wars -cheap is expensive

[Odhiambo Washington]

On Wed, Oct 20, 2010 at 9:21 AM, robert yawe <robertyawe at yahoo.co.uk> wrote:

> Hi,
>
> I have never participated in discussion on the calling tariffs mainly
> because when I bought my first mobile phone after using a pager for a long
> time my calling rate was 50/- so even at 8/- there had been a drop in my
> rate of calling.
>
> All that the price war has done is murky the waters, the cost of paying for
> the call has just been redistributed between the flasher and the flashee.
>  My friend made a joke the other day that his askari told him he can flash
> him when he is on the way home.  He took the askari on the offer and flashed
> him the following night when he was about to get home, the askari then
> called him back to ask exactly where he was.
>
> This seems like a way forward but the current level of support I am getting
> from my carrier makes we wish for the good old days of 8/- per minute.  The
> customer service number that only rung 3 times at most sometimes goes
> unanswered, calls that stayed connected throughout the conversation however
> long and at whatever speed (sitting in the passenger seat) not any more.
>
> Even when the call to customer service goes through I have recently
> detected a coldness and on occasion feel rushed in the responses.  With the
> number of support calls they need to handle now it is understandable.
>
> There is a good reason why Daimler has not dropped the price of the S class
> Mercedes to compete with the Marutu or Audi so I have an issue with
> Safaricom, please segment your market I would rather pay 8/- per minute if
> it means that I will receive better customer support.
>
> The effects of this lower rates is even affecting my Wimax service which as
> I raised before has a support desk that works 8 am to 5 pm I am sure because
> the staff are reassigned to handle support calls for 2/- callers.
>
> Michael, before leaving please migrate me to the 8/- per minute tariff and
> assign me the level of customer support I am used to, if I want to be
> treated like trash I will go to your competitors.
>
> Regards
>
> We might be born equal, but we are not equals
>
> Robert Yawe
>
>
Hello Robert,

I think yours is a very unique case. Call it hard luck, but this is
different than what I get from Safaricom CCARE. I am on the Postpay and it's
never been like you narrate. Save for a couple of times when I have called
200 and the call got picked, then dropped immediately (I've never bothered
to find out why this happens, but surely that would not be easy, as when you
redial, you'll get someone different), Safaricom Postpay Customer Care are
very responsive. I think we just need to realize that there are perhaps
hundreds of them working there and they are all NOT the same. Heaping a
blame on ALL OF THEM seems a little unrealistic.


-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
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Damn!!
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