[kictanet] Airtel Misleading Customers

Tue Sep 15 19:19:01 EAT 2015

Ehe,

Sounds like a bulfighting match in Ikolomani. Gentlemen take it easy, i
think the issue has been sorted.

Regards
On Sep 15, 2015 6:26 PM, "Consumers Federation of Kenya (COFEK) via
kictanet" <kictanet at lists.kictanet.or.ke> wrote:

> Dear Mr Wakaba,
>
>
>
> That is fatally incorrect. Read the entire text. Scroll to page 2 and or
> read this link for page:
> http://www.cofek.co.ke/index.php/news-and-media/1387-is-airtel-tricking-subscribers-to-hook-up-on-airtel-money?showall=&start=1
>
>
>
> We are a credible, fearless, responsible and highly professional consumer
> watchdog. We even invited Airtel to give its’ version as a right of reply.
>
>
>
> Regrettably, we reserve the right not to respond to your earlier emotional
> mail. If you read again, we have no problem with you if you choose to
> recant and or feel a complaint is solved to your own standards. But we
> certainly have unresolved issues with the service provider. We look at
> wider public interest.
>
>
>
> We invite your membership. In the meantime, do not hesitate to contact us
> for any other consumer challenge. We are here for you! Good evening
>
>
>
> Kind regards,
>
>
>
> David Kedode
>
> *Program Officer*
>
> www.cofek.co.ke
>
>
>
> *From:* kictanet [mailto:kictanet-bounces+hotline=
> cofek.co.ke at lists.kictanet.or.ke] *On Behalf Of *Peter Wakaba via kictanet
> *Sent:* Tuesday, September 15, 2015 5:52 PM
> *To:* The Consumers Federation of Kenya (Cofek) <hotline at cofek.co.ke>
> *Cc:* Peter Wakaba <peterwakaba at gmail.com>
> *Subject:* Re: [kictanet] Airtel Misleading Customers
>
>
>
>
>
> Listers,so COFEK has gone on to publish just the first part of my post,
> without any reference to the latter parts where Airtel came in to try and
> sort out the matter and my indication that the matter was dealt with.
>
> I am beginning to see a pattern and a sinister motive here.
>
>
>
> On Tue, Sep 15, 2015 at 12:56 PM, Peter Wakaba <peterwakaba at gmail.com>
> wrote:
>
> 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
>
> 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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>
> 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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