[kictanet] Airtel Misleading Customers

Tue Sep 15 12:56:34 EAT 2015

I note with a lot of concern the emotive nature in which my original post
has been taken.

to answer all the questions raised:

I had a real issue and a real complaint.

I raised it on this platform because I know I could get quick and efficient
redress through this forum.

Airtel has handled my complaint in a very efficient and professional manner
and the matter has been resolved to my satisfaction.

How I wish I had as much trust in COFEK forums and avenues to try and get
them to assist me get redress.

As we can all see, a consumer with 'egg all over his face' could hardly
merit COFEK's attention.

It is not only grossly unfair and unprofessional for COFEK to try and
hijack my post for their own ends, it is also blatantly opportunistic and
characteristic of the ambulance chasing nature and tactics that has so far
characterized their operations to the extent to which i have interacted
with them.

(A friend and I have interacted with you (COFEK)  on a different matter and
that did not end well)

To insinuate that my complaint was fabricated and to then take a militant
approach to the issue to try and railroad me to lodge a complaint with them
will not work.

while I respect COFEK CEO Mr Mutoro and the organization which he runs, the
approach taken by Mr. Kedode is of a personal nature and makes the issue
about me and goes to obfuscate the original intention of the entire post.

In fact, the approach taken by COFEK here is characteristic of the lazy
nature of many Kenyan organizations, government and regulator included who
sit back and wait for consumers to raise complaints then jump on that
bandwagon, rather than holding regulators and operators in the various
sectors to abide by global best practice and the parameters as set out in
regulations and licenses.

I not only expect Mr Kedode to apologize forthwith for his insinuations and
name calling but I also expect him to explain to the list why he is
questioning my integrity here and then tell us what they are proactively
doing to ensure that mobile phone consumers are getting proper service
without waiting to 'jump' on other peoples complaints.

While I appreciate the work done by this organization, to work with COFEK
or not is a choice a person makes and my choice has been not to.

And Mr. Kedode just so you know, the reason I am on Airtel and not on
safaricom, which is now my secondary line after having owned the sim card
for over a decade is because, I cant even begin to expect from 'Safcom' the
kind of affordability and efficiency that I am getting from Airtel, the
fact not withstanding that I am on first name basis with people over there
too.

That being said, I however expect COFEK will continue to make this post
about me.

I shudder to think how I might have to further engage with THEM after all
that 'rotten egg' on my face

There are a myriad issues and bigger battles waiting for COFEK to pick up
and run with without picking fights with minions like me over me trying to
sort out my issues and challenges.

On Mon, Sep 14, 2015 at 2:14 PM, Ali Hussein via kictanet <
kictanet at lists.kictanet.or.ke> wrote:

> David and the Consumer Federation
>
> I must protest. My point was not to allude what you have said. In my
> humble opinion there is absolutely no problem with raising issues of
> customer complaints on lists like this and/or on social media. Mine was to
> sensitive all of us of the missed opportunities coming from treating the
> issue of customer service subjectively and through people we know.
>
> For you to twist my post for whatever purpose is wrong and out of context.
>
> *Ali Hussein*
> *Principal*
> *Hussein & Associates*
> +254 0713 601113 / 0770906375
>
> Twitter: @AliHKassim
>
> Skype: abu-jomo
>
> LinkedIn: http://ke.linkedin.com/in/alihkassim
> <http://ke.linkedin.com/in/alihkassim>
>
> Blog: www.alyhussein.com
>
> "Discovery consists in seeing what everyone else has seen and thinking
> what no one else has thought".  ~ Albert Szent-Györgyi
>
> Sent from my iPad
>
> On Sep 14, 2015, at 1:48 PM, Consumers Federation of Kenya (COFEK) <
> hotline at cofek.co.ke> wrote:
>
> Thanks Mr Hussein,
>
>
>
> Exactly our point, sir. It is euphemism for cover-up. Sadly, this is how
> we compromise ourselves and the interest of other consumers. Mr Wakaba went
> out (in detail) to describe how Airtel made him unhappy. Apparently, he is
> mute over how they have made him possibly “happy” or “too scared to speak
> out”.
>
>
>
> Eventually, both Airtel and the complainant remains with a (rotten) egg on
> their faces! It is a matter of integrity here. We are watching both Mr
> Wakaba and Airtel to come clean. Or else we will be seen to be using this
> List to advance wrong interests.
>
>
>
> Regards
>
>
>
> David Kedode
>
> Program Officer
>
> www.cofek.co.ke
>
>
>
> *From:* kictanet [
> mailto:kictanet-bounces+hotline=cofek.co.ke at lists.kictanet.or.ke
> <kictanet-bounces+hotline=cofek.co.ke at lists.kictanet.or.ke>] *On Behalf
> Of *Ali Hussein via kictanet
> *Sent:* Monday, September 14, 2015 11:32 AM
> *To:* The Consumers Federation of Kenya (Cofek) <hotline at cofek.co.ke>
> *Cc:* Ali Hussein <ali at hussein.me.ke>
> *Subject:* Re: [kictanet] Airtel Misleading Customers
>
>
>
> Peter
>
>
>
> Great to hear you were sorted. I however have a problem with that. And its
> a problem across most of our organisations. This is one of Customer
> Service. And its a culture we must inculcate in our teams.
>
>
>
> I don't need to speak to a Dick Omondi, (Airtel), Steve Chege (Safaricom)
> or Mohammed Jeneby (Zuku) to get service.
>
>
>
> Imagine how many Kenyans are out there who don't know the above and their
> equivalents in Corporate Kenya?
>
>
>
> Regards
>
>
> *Ali Hussein*
>
> *Hussein & Associates*
>
>
>
> Tel: +254 770 906375/ 713 601113
>
> Twitter: @AliHKassim
>
> Skype: abu-jomo
>
> LinkedIn: http://ke.linkedin.com/in/alihkassim
>
> Blog: www.alyhussein.com
>
>
> Any information of a personal nature expressed in this email are purely
> mine and do not necessarily reflect the official positions of the
> organizations that I work with.
>
>
>
> On Mon, Sep 14, 2015 at 9:41 AM, Peter Wakaba via kictanet <
> kictanet at lists.kictanet.or.ke> wrote:
>
> Listers,
>
> This matter has now been brought to a very satisfactory conclusion after
> engaging with the very helpful customer care at Airtel.
>
> Much obliged for the help from Dick Omondi.
>
> In hindsight how I wish all our service providers were as responsive and
> helpful.
>
>
> _______________________________________________
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>
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>
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> 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.
>
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