[kictanet] Airtel Misleading Customers

Tue Sep 15 19:21:37 EAT 2015

This is fatally confusing.

On Tue, Sep 15, 2015 at 7:19 PM, Barrack Otieno via kictanet <
kictanet at lists.kictanet.or.ke> wrote:

> 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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>
> 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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