[kictanet] Airtel (non) response to customers

Mon Apr 18 14:47:18 EAT 2011

Dear Victor,

I had a problem with one of my Airtel's numbers and had a problem in
etting it sorted.
The CC representatives were not any helpful, until I got in touch with
one very helpful gentleman who solved my problem in less than 24hours.
Interestingly, three staff at Airtel had to call me just to confirm if
the matter had been solved.

I got the email from another discussion group.

If interested, let me know if I should give you the email address.

Cheers.

On 18/04/2011, Victor Bwire <victor at article19.org> wrote:
> I read about how Airtel responds to customer issues and thought someone from
> the company gave an answer-which I seem not to remember
>
> I had a very simple request to Airtel- changing from number from a post paid
> to prepaid and since November, 2010 today, whenever I call or visit them,
> they ask me to write to the below email- which as you can see has some
> automated responses- the nothing happens- but they continue charging me for
> the post paid rates, though I stopped using the number last year.
> Could anybody advice me what to do
>
> Regards
> Victor
>
> ________________________________
> From: customercare at ke.airtel.com [customercare at ke.airtel.com]
> Sent: 13 April 2011 07:38
> To: Victor Bwire
> Subject: Your Query to Airtel Kenya Customer Care Division
>
> Dear Customer
> We are pleased to inform you that your query has been logged for resolution
> and you will be contacted in less than 24 hours.
>
> In the event that  you have not been contacted after 24 hours please call
> the Customer Service Operations Team Leader on 0733560000.
> Yours sincerely
>
> Airtel Kenya Customer Services
> Parkside Towers, Mombasa Rd
> P.O Box 42964 00100 Nairobi
> Tel  0733100710/700/720; Fax (020) 6911104
>
> Visit our website at: http://africa.airtel.com/kenya/
> ________________________________
> From: kictanet-bounces+victor=article19.org at lists.kictanet.or.ke
> [kictanet-bounces+victor=article19.org at lists.kictanet.or.ke] on behalf of
> Alice Munyua [alice at apc.org]
> Sent: 18 April 2011 09:26
> To: Victor Bwire
> Cc: KICTAnet ICT Policy Discussions
> Subject: [kictanet] new gTLDs: New Applicant Guidebook Discussion Draft
> published
>
>
> GAC Scorecard Response and
> New Applicant Guidebook Discussion Draft
>
> Following the direction set by ICANN Board to advance the new gTLD Program
> towards launch, ICANN posted the New gTLD Applicant Guidebook – April 2011
> Discussion Draft<http://www.icann.org/en/topics/new-gtlds/comments-6-en.htm>
> and ICANN's reply to the GAC
> Comments<http://www.icann.org/en/topics/new-gtlds/board-notes-gac-scorecard-clean-15apr11-en.pdf>[PDF,
> 275 KB] (regarding the GAC's Scorecard of new gTLD
> issues<http://www.icann.org/en/topics/new-gtlds/gac-scorecard-23feb11-en.pdf>
> [PDF, 332 KB]). In addition, six Explanatory
> Memoranda<http://www.icann.org/en/topics/new-gtlds/comments-6-en.htm>
> related to the GAC-Board discussion points were published to explain
> rationale for several current positions.
>
> These publications meet the current Board timeline for new gTLDs set during
> the recent ICANN Silicon Valley meeting but more importantly, they describe
> many substantive changes in the Guidebook intended to address GAC concerns
> with the new gTLD Program. This recent set of substantive consultations
> between ICANN's Governmental Advisory Committee and the ICANN Board of
> Directors lays the groundwork for improving the effectiveness of
> governments' role in future ICANN policy discussions.
>
> The Board's draft
> timeline<http://www.icann.org/en/minutes/draft-timeline-new-gtlds-18mar11-en.pdf>
> [PDF, 117 KB] shows the key milestones to be met on that path. Keeping with
> the draft timeline, ICANN plans to post a final version of the Guidebook by
> 30 May 2011, in time for consideration of the New gTLD implementation
> program at an extraordinary meeting of the ICANN Board to be held on Monday,
> 20 June 2011, at the ICANN meetings
> inSingapore<http://singapore41.icann.org/>.
>
> The comment period will remain open until 15 May 2011.
>
> GAC Comments on the Board Response to the GAC Scorecard following San
> Francisco
> meeting<http://gac.icann.org/system/files/20110412_GAC_comments_on_the_Board_response_to_the_GAC_scorecard_0.pdf>
>
>
>
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