[kictanet] Safaricom wako na MADHARAU!!

[robert yawe]

Hi Washington,
Thought I should share this vital information on Safaricom's "new" help desk system, tickets have a TTL for of 4 hours after which they are deemed resolved and closed or deleted.

The expert who setup the parameter was likely laid off, promoted or was a consultant as all attempts to bring this issue to the attention of the organisation over the past 4 - 6 months has come to nought as the issue has kept falling pray to the TTL condition in the system.  

More recently I have noticed that the same issue is happening to any related email correspondence with Safaricom which has the additional twist of only allowing 3 responses to any particular item after which the entire thread is deleted.

All the best in your endeavour to have Safaricom track down the errant setting so that they can get back to giving us the 2010 type support that we had become accustomed.

Regards

Robert Yawe

KAY System Technologies Ltd

Phoenix House, 6th Floor

P O Box 55806 Nairobi, 00200

Kenya



Tel: +254722511225, +254202010696

--- On Wed, 1/8/12, Odhiambo Washington <odhiambo at gmail.com> wrote:

From: Odhiambo Washington <odhiambo at gmail.com>
Subject: [kictanet] Safaricom wako na MADHARAU!!
To: robertyawe at yahoo.co.uk
Cc: "Kictanet" <kictanet at lists.kictanet.or.ke>
Date: Wednesday, 1 August, 2012, 12:14

Imagine this:

You have accumulated enough Bonga points to redeem some merchandise.

You look at the revamped website and decide on one of the phones they have there.

You go ahead and redeem. You get the password.



You go to the shop to collect item. You are told Matrix was adjusted so what you redeemed is not applicable.

You go back to your phone and redeem another item.

You go to the shop to collect. The shop attendants tell you the item is OUT OF STOCK.



You Tweet Safaricom on Twitter (inc Bob Collymore) to alert them of this anomaly. They acknowledge feeback.

Three days down the line, no changes on the website. Merchandise still there, listed, thought out of stock!



Is this not MADHARAU to Customers? Of what use is feedback which is trashed and not acted on - or better still, sat on?

And look at the Merchandise Matrix - you need 40000 points to redeem a Samsung Galaxy Mini valued at 13k.



40000 points means you've spent a whole 400,000 on Safaricom. Doesn't make sense really. Some sane proportioning needs to be taken into account.

 And now because I am in rant mode - someone tell Safaricom to fix the issue with annoying call drops to their CS!





-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ 
I can't hear you -- I'm using the scrambler.





-----Inline Attachment Follows-----

_______________________________________________
kictanet mailing list
kictanet at lists.kictanet.or.ke
https://lists.kictanet.or.ke/mailman/listinfo/kictanet

Unsubscribe or change your options at https://lists.kictanet.or.ke/mailman/options/kictanet/robertyawe%40yahoo.co.uk

The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and
 development.

KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://lists.kictanet.or.ke/pipermail/kictanet/attachments/20120802/e6134565/attachment.htm>