[kictanet] Poor Customer Service is no Customer Service

[Matunda Nyanchama]

Friends

I finally encountered Safaricom's version of customer service after, inadvertently, sending money (via mpesa) to a wrong number. 

I called the number but the person was "mteja".

Then I got advice to call 234, which gets automated response going like this:
- for mpesa choose 1
- stuff about the call being recorded
- stuff about all agents being busy & try again later
- disconnect!

For over 3 days I have been trying in vain; and I gave up considering the amount of money (small compared to my time) in question.

I suspect that there are many that give up on the same account I have.

My guess: Safaricom's mpesa, as entrenched as it is, could face stiff assault and decline were there to be a competitor (of equal muscle) with better customer service. Or is customer service anathema in Kenya?
 
----------------------------------------------------------------------------------------------
Matunda Nyanchama, PhD, CISSP; mnyanchama at aganoconsulting.com
Agano Consulting Inc.;  www.aganoconsulting.com; Twitter: nmatunda;  Skype: okiambe
----------------------------------------------------------------------------------------------
Be prepared for ICT security failures & know how to respond when they happen! 
Call: +1-888-587-1150 or info at aganoconsulting.com
 ----------------------------------------------------------------------------------------------
"The best revenge is massive success" - Frank Sinatra-----------------------------------------------------------------------------------------------
This e-mail, including attachments, may be privileged and may contain confidential or proprietary information intended only for the addressee(s). Any other distribution, copying, use, or disclosure is unauthorized and strictly prohibited. If you have received this message in error, please notify the sender immediately by reply e-mail and permanently delete the message, including any attachments, without making a copy. Thank you.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://lists.kictanet.or.ke/pipermail/kictanet/attachments/20121205/c399bc73/attachment.htm>