[kictanet] A bitter Orange

[robert yawe]

Hi,

It is interesting how Orange/Telkom assumes that the reason they are unable to 
gain market share is because of pricing.  

They have a superior data connectivity service in the form of EvDo yet they are 
unable to even explain the difference to their clients, I have even heard from 
the grape vine that they have an up and running MPLS solution something that 
none of the other providers do.

Their main problem is that they have a non-existent customer service department. 
 They currently have fewer staff than Safaricom yet the disconnect between 
departments makes dealing with GOK a walk in the garden.  They keep coming up 
with self defeating tariffs and are unable to disseminate information internally 
to their own front office personnel.

The company is constantly upgrading billing systems 
without transferring information across from the old system, but with only 
350,000 subscribers they can actually afford to key in the information afresh. 
 They recently "upgraded" the EvDo portal which resulted in accounts with credit 
being disabled of which to date many have not been able to get resolved.  

When you finally get through to their customer service department they start by 
asking you questions like "who sold you the modem? why did you buy the scratch 
card? and the most annoying take it to the customer experience centre where you 
bought it?

With the noise about lost assets, read land, my take is that Orange had no 
intention of reviving Telkom but more to raid its assets and then leave. 
 Robert Yawe
KAY System Technologies Ltd
Phoenix House, 6th Floor
P O Box 55806 Nairobi, 00200
Kenya


Tel: +254722511225, +254202010696



      
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