[kictanet] Is Safaricom disintegrating

Wed Feb 23 10:21:36 EAT 2011

On Wed, Feb 23, 2011 at 09:50, robert yawe <robertyawe at yahoo.co.uk> wrote:

>  Hi listers,ea
>
> Its not a good idea to type multiple emails at the same time, I sent out
> the right email with the wrong heading.  Here is the correct posting for the
> subject header
>
> I have had an interesting 2 or so weeks dealing with the post Micheal
> Joseph Safaricom.  During his reign MJ took an interest in what was being
> said about the company, at least on this list which I strongly believe is
> representative of the tech savvy population.
>
> Why do I use a strong word like disintegrate well because before Safaricom
> went on its acquisition spree I had a single contact number to report all my
> issues with Safaricom but today I have over 5 numbers that I need to call to
> get a semblance of assistance, of the 5 or so numbers only one is toll free
> the others are chargeable calls.
>
> Sometime back I raised this issue, that is yet to be resolved, in relation
> to my WiMax connection which is a service offered by Safaricom Business
> whose customer support number is 0722-002222.  In addition the number is
> only operational between 8:30am and 5:30 pm, but this might be an indication
> of when I have expected to have problems with the service.  Reminds me of my
> first boss who once told me that I was dis-organised by falling sick in
> the middle of the week.
>
> I can remember a time when calling 999 got you access to all emergency
> services does the demise of this single contact actually have something to
> do with Safaricom not being able to provide a single number for customer
> care?
>
> The situation gets worse every day, I requested Safaricom to deliver my
> WiMax post paid invoice together with that for our post paid voice lines, I
> was shocked to be informed that this is not possible as the two services,
> read organisations are separate and therefore my request could not be
> honoured.
>

This is true from my observation as well. When I took up Safaricom WiMAX, I
was made to believe the invoice would come together  with the postpay voice
lines ones, only to later realize that the data bill, though charged to the
same account for voice lines, comes directly to my e-mail address. Now, that
is not what I can disintegration. It's just a situation where (perhaps) they
haven't (or may never) integrated the billing applications. Robert, maybe
it's not possible to integrate WiMax billing into the GSM Billing System!
I don't find this unusual at all.

> Here I quote the response from Safaricom Business "The billing for the
> Wimax account is done separately from the other post paid accounts hence,
> the two cannot be merged"
>
>
> More recently my WiMax antennae was pointed to a new base station but after
> working for 2 days it needed to be re-pointed to the original base station
> because the person who made the change did not complete the internal paper
> work.
>
> Yesterday I had another interesting experience when my 3G devices where
> unable to access my servers hosted right here in the country yet I could
> reach international sites.  I reported the issue to Safaricom Business
> support line at about 8:30 am after which the circus begun, I received calls
> from no less than 5 different people all requiring me to repeat my problem,
> I would have expected it was captured during my initial call?
>

This is true with Safaricom Business. I have experienced the same. It would
appear to me that they do not have a system that would track & reflect
communication with clients. Maybe they are using e-mail with CC to everyone
in the support team. It's strange though, that Safaricom cannot get this
right, but again, maybe the WiMax company is NOT the "Safaricom" as we know
it. It maybe some company labelled Safaricom just for the outsider.

>
> After 6 hours of trying to convince me that the problem was localised to
> me, I had tested the connection using 3 different 3G devices, they finally
> confirmed that they where having an issue on their network.
>
> At one point one of the engineers, Safaricom does not employ technicians,
> asks the URL I am saying I cannot reach then tells me that from where she it
> it accessible.
>

LOL.

> I would have expected that Safaricom would have a test bench to simulate
> some of this issues.  They need to be able to also categorise clients based
> on a predetermined skill level.
>

Robert, this one is not quite possible. Categorise is not easy, but you can
force it down their throat when you get the first contact by telling the
"engineer" that they should consider you a technically
compent/knowledgeable folk, not a layman:)
At their end, they cannot easily "profile" you.

>  It is so painful going through the switch off modem. ping DNS steps that I
> have recently relegated the 1st level of support calling to my 13 year old
> son.
>
> My experiences with Safaricom since I took up addition services from them
> namely fixed wireless (WiMax) and domain hosting the number of telephone
> numbers for Safaricom support have gone from 2 (voice & mpesa) to 15.
>
> This is just 3 short of the ones I have for Telkom/Orange which range from
> the numbers of the line plant staff (those who carry ladders or sit in the
> road side cabinets), the 3 support numbers (100, 121 & 122).
>
> A few numbers each for the Network Operations Center, Kenstream, ADSL,
> broadband, Jambonet and EvDo just to be able to effectively support my
> clients who are on the various services.  To put an icing on the cake I at
> one time had to have the Managing Directors on speed dial from Cheserem to
> Kirui, the Orange fellows are not as accessible which might explain the
> organisations lackluster performance.
>
> Safaricom is becoming what KP&TC and Telkom were as a monopoly big, blotted
> and unresponsive, it is my sincere hope that we shall not get to the bottom
> of that precipice as if we do it will mean that the time has come for some
> of us to go and breed egg laying chickens, which might actually be to the
> benefit of the industry.
>
> If there is still someone out there from Safaricom listening this is the
> wrong time for the organisation to be disintegrating if you expect to
> provide a complete suite of products and services.  As solution providers we
> had started filling like we had a partner who would work with us to deliver
> leading edge solutions well we shall continue to hope and pray that that day
> will come, soon.
>

Robert, I vaguely (trust me there are things that I chose not to easily)
remember that CCK has a mechanism for addressing service delivery issues
with these operators. If so, then perhaps it's better to raise this with
CCK?
There are so many people experiencing problems with operators like Orange,
Zuku, KDN (I dare mention those) that I do believe you may just get enough
people to support your case. Look at skunkworks next door. The longest
threads there are always about service delivery complains.

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