[kictanet] Safaricom Internet Bundles and Expiry dates

Mon Sep 10 16:36:17 EAT 2012

The issue was first raised here, it can always be twitted to the public. Bottomline, important to get feedback whatever the channel. "elitist" comment is misplaced.

Edith
________________________________________
From: kictanet [kictanet-bounces+eadera=idrc.or.ke at lists.kictanet.or.ke] On Behalf Of Mark Mwangi [mwangy at gmail.com]
Sent: Monday, September 10, 2012 3:09 PM
To: Edith Adera
Cc: kictanet at lists.kictanet.or.ke
Subject: Re: [kictanet] Safaricom Internet Bundles and Expiry dates

@edith and @ali not everyone is on kictanet. Twitter is a more public platform and so I would think a better medium to engage the CEO and the company at large or is this an elitist list?

I found this post by one Tom Makau very informative on the reasons expiry dates exist in the first place and why they may not disappear the way we want them to. here it is for listers consumption. >> http://tommakau.com/2012/07/23/why-your-mobile-data-bundle-expires/

On Mon, Sep 10, 2012 at 10:49 AM, Ali Hussein <ali at hussein.me.ke<mailto:ali at hussein.me.ke>> wrote:
+1 Edith.

Safaricom is one of the most responsive companies on twitter. And I mean from a global perspective. So +1 to them on that. What we must ask them to do is that the traditional modes of communication are as critical.

I can also confirm that I have been called by a Service Rep from Safaricom who confirms to me that the so called Night Shift Bundle DOES expire on the date quoted on the SMS I received.

Can someone senior at Safaricom please confirm this. How is it possible that we are unable to resolve this issue 3 days after I raised it?

Ali Hussein

+254 773/713 601113

Sent from my iPhone®

On Sep 10, 2012, at 10:19 AM, Edith Adera <eadera at idrc.or.ke<mailto:eadera at idrc.or.ke>> wrote:

Walu,

BC may want to link his twitter account to the list for purposes of responding to stakeholders. Not everyone is on twitter. We are raising important issues and would expect some clarification.

The point is that Safaricom has an obligation to clarify when issues of service provision are raised.

Edith
________________________________________
From: Walubengo J [jwalu at yahoo.com<mailto:jwalu at yahoo.com>]
Sent: Monday, September 10, 2012 10:18 AM
To: Edith Adera
Cc: kictanet at lists.kictanet.or.ke<mailto:kictanet at lists.kictanet.or.ke>
Subject: Re: [kictanet] Safaricom Internet Bundles and Expiry dates

@Edith,

MJ was quick on email. But i discovered Bob C. was quicker on twitter. Its thier differnce in approach. Ping the guy @bobcollymore and he is likely to hit back :-)

walu.

------------------------------
On Mon, Sep 10, 2012 9:35 AM AST (Arabian) Edith Adera wrote:

Listers,

We would have expected a clarification from Safaricom by now! Atleast in the past we would get response even from the CEO himself.

what has changed?

Edith
________________________________________
From: kictanet [kictanet-bounces+eadera=idrc.or.ke at lists.kictanet.or.ke<mailto:kictanet-bounces+eadera=idrc.or.ke at lists.kictanet.or.ke>] On Behalf Of Ali Hussein [ali at hussein.me.ke<mailto:ali at hussein.me.ke>]
Sent: Monday, September 10, 2012 8:47 AM
To: Edith Adera
Cc: KICTAnet ICT Policy Discussions
Subject: Re: [kictanet] Safaricom Internet Bundles and Expiry dates

John

Managing expectations is one the most critical components of a CEO's job.

The fact that you are in Kapsabet and can get connectivity is good. And shows that Telcos are beginning to heed the demand for such services in the counties.

Ali Hussein

+254 773/713 601113

Sent from my iPhone®

On Sep 10, 2012, at 8:08 AM, John Gitau <jgitau at gmail.com<mailto:jgitau at gmail.com><mailto:jgitau at gmail.com> wrote:

This is I suspect more of a technical issue than anything else. The other is communication and us  expecting promises to be kept.

Sometimes CEO's and I'm sure some of you do just that might underestimate the impact of a seemingly simple change on a system before making promises. I have been on the receiving end of this sort of thing severally.

While technical teams and vendors try to work day and night to fix it, you introduce a series of bugs that annoyingly seem to make things worse as we collectively hold the CEO responsible. This is fine, they should be, and good CEOs deal with it in stride.

What we probably need is an explanation on what's going on and maybe you/we give what would  look/sound like a proper remedy, which I see lots of suggestions. I still believe they have the best guys and systems to fix this. Also don't forget that in the end there really has been more improvement on their systems but as usual we want and expect more. We're paying consumers after all. (I'm at kapsabet and there is no chance of an ISP giving me the on demand service I'm getting from safaricom from here) .

Gitau
Sent from my iPad

On 10 Sep 2012, at 07:36, Ali Hussein <ali at hussein.me.ke<mailto:ali at hussein.me.ke><mailto:ali at hussein.me.ke> wrote:

Yes James. I read that post last month which makes this issue even more annoying...

Is it that the CEO says something and doesn't follow through? Or is that there are too many silos in the company that information doesn't seep through?

I'm sure someone from Safaricom has read this thread by now and lets hope they will do something about it.

Or maybe CCK can tell us whether this is within the allowed Modus Operandi for Telcos?

Ali Hussein

+254 773/713 601113

Sent from my iPhone®

On Sep 10, 2012, at 7:25 AM, James Muendo <timrick at gmail.com<mailto:timrick at gmail.com><mailto:timrick at gmail.com> wrote:

@Ali,

You might as well as look at the same concerns that Erik Hersman raised on his post<http://whiteafrican.com/2012/07/18/how-safaricom-steals-your-internet-bundle/>.

On 7 September 2012 22:32, Edith Adera <eadera at idrc.or.ke<mailto:eadera at idrc.or.ke><mailto:eadera at idrc.or.ke> wrote:
Same experience I had today!

I thought I read an article stating that Safaricom CEO indicated that "expiring" bandwidth would not happen again? Was he misquoted like our "politicians"?

one of the messages I got indicated expiring date of 2031!!!, but on running the bundle balance it was ending 7th October 2012! Not acceptable!

While at it, Airtel should also not force subscribers to get unrequested promotions such as 500% bonus airtime, which expires before you use it!!

This industry runs as though it's not being regulated! CCK?

Edith
________________________________________
From: kictanet [kictanet-bounces+eadera=idrc.or.ke at lists.kictanet.or.ke<mailto:kictanet-bounces+eadera=idrc.or.ke at lists.kictanet.or.ke><mailto:idrc.or.ke at lists.kictanet.or.ke>] On Behalf Of Kivuva [Kivuva at transworldafrica.com<mailto:Kivuva at transworldafrica.com><mailto:Kivuva at transworldafrica.com>]
Sent: Friday, September 07, 2012 10:05 PM
To: Edith Adera
Cc: KICTAnet ICT Policy Discussions
Subject: Re: [kictanet] Safaricom Internet Bundles and Expiry dates

Surprising Safaricom makes a non perishable commodity perish faster
that tomatoes. It like Shell petroleum telling you if you don't
consume that petrol, you will find your tank empty.

On the night shift data, well its FREE to loop you in, and keep you
hooked to the network. That is what promotions are for.

On 07/09/2012, Ali Hussein <ali at hussein.me.ke<mailto:ali at hussein.me.ke><mailto:ali at hussein.me.ke> wrote:
Listers

I hate to gripe about these issues..We are now sounding like scratched LP
Records (for those on the right side of 40 you may remember LPs? :-) )...

While browsing at home I decided to check my Safaricom bundle balance and
this is the message I got from the SMS response:-

*Current Data Bundle: 1448.49MB, expiry 07-10-2012; Night Shift Data:
750MB, expiry 14-09-2012.

*1. Why should my bundle even have an expiry date?? I thought Safaricom
assured us that this business of expiration dates for bundles bought was a
thing of the past?

2. I know for certain that the so called 'Night Shift Data' promotion that
Safaricom has been running has an expiry date. Last week this bonus
mysteriously disappeared from  my modem number.

Now I know that this isn't right. Can someone from Safaricom resolve this
issue?

Unfortunately I am resolving to bring out my frustrations because Safaricom
is the only network that has 3G coverage at my residence. If I had a choice
I wouldn't even be writing this post. I gave up long ago on Orange, Airtel
and yu even coming close to giving us the kind of coverage that Safaricom
does. If only Safaricom can behave like a reasonable Corporate Citizen (Are
you listening Safaricom?)...

I appeal to Zuku to hasten their role out to my area then I can stop
writing these frustrating postings...

Disgruntled locked Safaricom customer

--

*Ali Hussein*

Twitter: @AliHKassim

Skype: abu-jomo

--
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For
Business Development
Transworld Computer Channels
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