[kictanet] MPESA mess up

[warigia bowman]

The SIM was registered to Safaricom.

On Tue, Jul 19, 2011 at 10:22 PM, Solomon Mbũrũ Kamau
<solo.mburu at gmail.com>wrote:

> Rigia,
>
> In my view, Fone Express should be blamed, not Safaricom. This is
> because M-Pesa is 'sold' to any potential player as long as they meet
> T& C set up by Safaricom.
>
> It is the responsibility of this agent, to hire more sales people
> instead of an individual. Furthermore, if your SIM card didn't have
> the M-Pesa Menu, it's Safaricom who should be interrogated, well
> unless the SIM was not yet registered with Safaricom ( I guess this is
> a new line). Therefore Ann could not do much since Safaricom is the
> custodian of all the M-Pesa menus, accounts etc. Heer part was to tell
> Safaricom cc of ypur problem, then they sort you out.
>
>
> Methinks the management of Fone Express should be held accountable to
> a larger extent.
>
>
> Regards,
>
>
> On 19/07/2011, warigia bowman <warigia at aucegypt.edu> wrote:
> > Dear colleagues
> >
> > I had a really bad experience with MPESA tonight. Not sure if the problem
> > was the dealer, or Safaricom in general.
> >
> > I was at Fone Directs, at Yaya Center, on the ground floor. My goal was
> to
> > register my phone with MPESA, and send 1000 shillings to my sister in
> Nyeri.
> >
> >
> > Let me start with three big constructive suggestions, and then I will
> tell
> > my story.
> >
> > 1) If a client stands patiently in line for over 30 minutes without
> making
> > noise, and without complaining, please serve her first, and resolve her
> > concern, before you deal with the people standing behind her.
> Safaricom/Fone
> > Direct, please train your employees in customer service.
> >
> > 2) If you are in the customer service industry, your job is to resolve
> the
> > problem, and complete the transaction, if at all possible. It is not
> helpful
> > to tell the client that "I have finished my part of the transaction. The
> > rest of it must be dealt with by customer care.": In my business,
> safaris,
> > my job is to make the client happy, not to "finish my part of the
> > transaction." Safaricom, please do a better job of training your
> employees.
> >
> > 3) Fone Direct, *please* get a second person to handle MPESA activity at
> > your Yaya branch. I was trapped in your store for over an hour and the
> > entire time, the line snaked out the door. It is a simple principle of
> > qeueing theory  and operations research that having more lines prevents
> > traffic jams. Hence, Nakumatt has several lines for customer checkout.
> > Unaelewa? FYI, the workers told me that they have asked several times for
> a
> > second person, and that management has not acted. Not fair to customers,
> and
> > not fair to workers.
> >
> > Okay, there you go on the constructive advice.
> >
> > Now, for the story. I arrived at Fone Directs at Yaya at 4:00 p.m today.
> I
> > had a simple transaction in mind. Register my phone for MPESA, and send
> my
> > sister 1000 shillings. Simple, right? I had my passport, and I had my
> phone.
> > I have never had an MPESA account before.
> >
> > I stood in line quietly and patiently for 40 minutes. I did not complain,
> > and I did not berate the girl at the counter. I just waited my turn in
> line.
> > This is because I went to Kindergarten in the US. We take standing in
> line
> > very seriously in the US. Cutting in line is a hanging offense.
> >
> > When I got to the head of the line, I asked the girl to set up an MPESA
> > account for me. Her name was ANN. ANN at Fone Direct. *To her credit, she
> > remained calm throughout*. She took my passport, and tried to set up my
> > account, but when we attempted to enter the code that MPESA sent, the
> > Safaricom system would not accept it. We tried a few times to no avail.
> At
> > that point, Ann told me I had to call customer care. I told her "no, I am
> in
> > a big Safaricom store. This is your job. Please do it. You call customer
> > care." She did call customer care.
> >
> > At that point, she began handling the transactions of the people behind
> me.
> > This got on my nerves, because I had waited patiently behind 5 people,
> and
> > not tried to get my transaction handled ahead of people who are ahead of
> me.
> > This is simply bad manners on the part of both the people in line, and
> the
> > customer service agent. I complained, but I can see the situation from
> her
> > perspective.She was in a bad situation, with a line snaking out the
> > door. *Management,
> > get this girl some help. *
> >
> > She did call customer care, and they tried to work on the situation. At
> that
> > point, they said they would send me an MPESA menu. I waited for twenty
> > minutes, while Ann continued to serve the people behind me. After twenty
> > minutes, (It was 4:55 at this point) I asked her what was going on. She
> said
> > that we were waiting for the menu. She then said, "I have completed my
> part
> > of the transaction, I am only waiting on customer care. The rest of this
> is
> > their job."  I told her that her job is not to do her part of the
> > transaction. Her job is to serve her customer, so why did she not call
> > customer care? I also told her that I am in the industry, and that I
> suggest
> > she serve me, since it was my turn.  She did that, and lo and behold,
> they
> > sent the menu right away!!! Amazing!  After I complained three times,
> they
> > did their job promptly!
> >
> > So at 5:15, after an hour and a quarter of waiting, and a lot of
> negotiating
> > with the staff to get them to fulfil their duties, Ann was able to assist
> me
> > to send my 1000 shillings. I told her I would ask for help for her.
> Hence, I
> > am writing this email.
> >
> > Thoughts? Other than I am very kali?
> >
> > Yours, Rigia
> >
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://lists.kictanet.or.ke/pipermail/kictanet/attachments/20110719/c941dc14/attachment.htm>