[kictanet] Is Safaricom disintegrating

Wed Feb 23 14:07:22 EAT 2011

Hi Washington,

Thanks for your feedback, on the issue of billing all I wanted them to do is 
have both invoices placed in the same envelop and delivered to me.  As the PMG 
in waiting I need to make sure that the business of physical delivery of bills 
remains otherwise I will be appointed to run a shell.

On the issue of categorization, this is a simple implementation in any call 
center system or even the new entry level IP PBX systems, see www.yeastar.com a 
PBX that costs less than US $ 2,000/- for 12 users.  Implementing this is not 
rocket science, if BBK for example have a number of data devices all that is 
needed to get the numbers of the technical personnel and program them into the 
system (utilising caller ID facilities) so that whenever they call they are 
routed to a second or second tier support person.

Many companies have used this feature before in deciding the level of support 
that subscribers receive based on their dollar usage.  It might seem unfair but 
that is business which is why banks have premier banking locations where you get 
tea, coffee and even free meeting rooms but only available to select few. You 
might want to call it the banking divide, yes it is the pink elephant in the 
room.

My issue is to get my provider to achieve certain performance levels especially 
because I recommend their services to my clients & the more  reliable their 
systems and processes the more peace of mind for me and going to CCK at this 
juncture would be premature, like the Ocampo 6.  

If the issues are not resolved then I will look at instigating a campaign to 
have them forced to comply or alternatively move to another provider which will 
be painful.  So unlike the peculiar Kenyan who walks away when they receive bad 
service I prefer to get you to improve your service, its less 
emotionally traumatizing than going to the angel you don't know. 

I have raved and ranted towards  other providers but they are too thick skinned 
to take the effort to even respond, so since Safaricom has proven to be 
responsive to criticism and proactive  

Regards
Robert Yawe
KAY System Technologies Ltd
Phoenix House, 6th Floor
P O Box  55806 Nairobi, 00200
Kenya

Tel: +254722511225, +254202010696

________________________________
From: Odhiambo Washington <odhiambo at gmail.com>
To: robert yawe <robertyawe at yahoo.co.uk>
Cc: KICTAnet ICT Policy Discussions <kictanet at lists.kictanet.or.ke>
Sent: Wed, 23 February, 2011 10:21:36
Subject: Re: [kictanet] Is Safaricom disintegrating

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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