[kictanet] Airtel Misleading Customers

Wed Sep 16 12:39:49 EAT 2015

and by the way, i am NOT a journalist.

a simple visit to my linkedin profile would shed light for COFEK

On Wed, Sep 16, 2015 at 12:38 PM, Peter Wakaba <peterwakaba at gmail.com>
wrote:

> This is now getting personal and COFEK should start to do better homework
> before calling out people.
>
>
> For everyone's information as indicated in my posts above I called Airtel
> customer care to get an explanation and clarity on the call I received.
>
> My issue was sorted at that level and I was happy.
>
> I then posted here as a matter of general interest to the public and the
> list to see whether there was a public interest issue.
>
> Dick Omondi from Airtel took up the matter telling me and the list and
> here I quote,
>
> 'We have taken the matter up for investigation and will report back to
> Peter.'
>
> At this point then anyone with a problem with that reply should have taken
> it up here on the list in a civil manner the way Ali Hussein did.
>
> Yes I received an apology from Airtel and an explanation which I thought
> was reasonable.
>
> For me the matter rests there. And here I underscore ME.
>
> COFEK can take its fight somewhere else and also learn to cultivate
> decorum. Maybe as an organization they would find more traction if they
> weren't so unprofessional, annoying and patronizing.
>
> COFEK does not and cannot purport to act for me.
>
>
>
>
>
> On Wed, Sep 16, 2015 at 12:09 PM, Consumers Federation of Kenya (COFEK)
> via kictanet <kictanet at lists.kictanet.or.ke> wrote:
>
>> Dear Mr Hussein,
>>
>>
>>
>> We appreciate your positive feedback, well taken. Thank you.
>>
>>
>>
>> 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 *Ali Hussein via kictanet
>> *Sent:* Wednesday, September 16, 2015 11:51 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
>>
>>
>>
>> I can’t agree with you more. It speaks to me on two levels:-
>>
>>
>>
>> 1. The macro issue of Good Customer Service (Experience, as it is now
>> known). My earlier posts spoke of the potential for organisations when they
>> offer a great experience for their clients.
>>
>>
>>
>> 2. The micro issue of personal experience. We are all entitled to seek
>> the best service as individuals and I don’t need COFEK to but into my
>> personal customer service issues unless I specifically invite them to.
>> Having said that its always a good opportunity for organisations like COFEK
>> to take up such issues for public interest - with a caveat. If the original
>> complainant isn’t interested in cooperating with COFEK or other Consumer
>> Champions then that is also his/her right. No one should try to bully them
>> otherwise.
>>
>>
>>
>> Whilst COFEK provides a valued public service and I applaud them, I would
>> like to humbly request my good brothers and sisters at COFEK to really
>> examine their model of operations. This sort of bullying doesn't auger very
>> well for the future of lobbying and consumer based organisations in our
>> country.
>>
>>
>>
>> Thanks & Regards
>>
>> Ali Hussein
>> ali at hussein.me.ke
>>
>> +254 713 601113
>> Twitter: @AliHKassim
>>
>> Skype: Abu-Jomo
>>
>> LinkedIn: http//ke.linkedin.com/in/alihkassim
>> Blog: www.alyhussein.com
>>
>>
>>
>> On Sep 16, 2015, at 9:43 AM, Peter Wakaba via kictanet <
>> kictanet at lists.kictanet.or.ke> wrote:
>>
>>
>>
>> Washington,
>>
>> the last time I had issues with a telco, It was Safaricom and it was an
>> office connection.
>>
>> At that point I had both an Telkom Kenya connection and a safaricom one.
>>
>> I raised the issue of quality of the connection here despite not having
>> been the person who penned the lease but rather the user.
>>
>> That was taken offline too and I do not remember anyone even batting an
>> eyelid. Three years later, i can tell you that because of the quick
>> response from Safaricom then, they now have a dedicated long term contract
>> for a fiber connection from a Chinese Multinational who is a heavy
>> bandwidth consumer.
>>
>> That is what good service is supposed to do.  lock in clients.
>>
>> Maybe that is what COFEK is trying to do. Carve its own niche.
>>
>>
>>
>>
>>
>> On Wed, Sep 16, 2015 at 10:36 AM, Peter Wakaba <peterwakaba at gmail.com>
>> wrote:
>>
>> Now I am being called selfish for trying to get solutions to my problems.
>>
>> I do no think that me feeling and saying that my issue has been resolved
>> should present a problem.
>>
>> That COFEK should try and push me to the wall because I am saying my
>> issue has been resolved is grossly unfair.
>>
>> While I understand that this is an issue bigger than just me, this is
>> where I am coming from:
>>
>> In the past I have referred to COFEK a friend who took his car to Subaru
>> Kenya for service after an advertised offer and the mechanics there messed
>> it up and he incurred huge extra repair costs.
>>
>> COFEK demanded that he first register with them and acquire membership
>> before they could take up his issue.
>>
>> This costs money.
>>
>> We declined and handled the issue in a different way.
>>
>> So if I had caved in the first instance on this issue and COFEK would we
>> be reading from the same script?
>>
>> Would COFEK also ask me to become a member before resolving assisting in
>> resolving my issue? (they have actually done that in the above posts).
>>
>> Are they actually taking us back to where we started?
>>
>> Is COFEK now trying to mislead Kenyans to register membership with them
>> (subscription with cost implications) so as to get their complaints handled?
>>
>> What about other Kenyans who have no money to pay for membership and have
>> unresolved issues?
>>
>> Why continue using me( even tagging me to their post on twitter)?
>>
>> What are they hoping to stir up?
>>
>>
>>
>> I have repeatedly said, MY ISSUE HAS BEEN RESOLVED.
>>
>> I DO NOT WANT COFEK ASSISTANCE *NOW*. IF AND WHEN I DO, GENTLEMEN
>> BELIEVE ME, I KNOW WHERE TO FIND YOU AND I WILL PUT MY CASE ADEQUATELY. i
>> hope then you will be as militant and eager to assist me.
>>
>> If this issue is not about me, and is about the general public there are
>> many ways of dealing with this without making me or anyone else look bad.
>>
>> While I do not even purport to speak for Airtel, they have handled my
>> issue to my satisfaction.
>>
>> Again...The fact that I was able to get my issue resolved should not be
>> used to demonize me.
>>
>>
>>
>>
>>
>> On Tue, Sep 15, 2015 at 7:57 PM, Consumers Federation of Kenya (COFEK)
>> via kictanet <kictanet at lists.kictanet.or.ke> wrote:
>>
>> Thanks Mr Odhiambo,
>>
>>
>>
>> You are absolutely right and very balanced. It will be wrong if a
>> respected corporate entity of the stature of Airtel attempts to wash a
>> public interest matter under the carpet. We have seen a separate written
>> appeal from a senior Airtel officer asking an organization to register
>> Airtel Money. Other consumer complaints are coming after we placed a
>> request on our website.
>>
>>
>>
>> So it appears it is a policy by Airtel to interest people to sign up for
>> Airtel Money. This is NOT wrong. It is welcome. What is very wrong is the
>> phone call deception (initiated by Airtel)  – as Mr Peter Wakaba initially
>> put it – alleging that it is a requirement by CA. Too many UNSUSPECTING
>> consumers would fall victim. Consumer rights law obligate service providers
>> to provide credible and sufficient information for consumers to gain full
>> benefit from their goods and services: To enable freedom of choice.
>>
>>
>>
>> It was also wrong for the distinguished Airtel representative to only
>> choose respond to Mr Wakaba, yet the matter had been publicly raised.
>> Naturally that would breed legitimate suspicion and fear for potential ill
>> will – which might not necessarily be the case with Airtel.
>>
>>
>>
>> This matter shall, therefore, only be put to bed/rest if Airtel fully
>> responds, owning up what it can. Until then, we will flag it as an
>> unresolved corporate integrity issue. That has little to do with Mr Wakaba.
>>
>>
>>
>> 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 *Odhiambo Washington via
>> kictanet
>> *Sent:* Tuesday, September 15, 2015 7:30 PM
>> *To:* The Consumers Federation of Kenya (Cofek) <hotline at cofek.co.ke>
>> *Cc:* Odhiambo Washington <odhiambo at gmail.com>
>>
>>
>> *Subject:* Re: [kictanet] Airtel Misleading Customers
>>
>>
>>
>>
>>
>> I think the issue has been sorted too, but not fully and the way we
>> expected - no, the way I expected..
>>
>>
>>
>> However, if there was another member who experienced the same and still
>> doesn't have it sorted, I am very sure they'd ask Peter Wakaba to direct
>> them to where they could also get help.
>>
>> In his original post, Peter presented the issue like something that was
>> of a general nature and wasn't quite specific to him. Actually, I can infer
>> that he'd hoped someone else had experienced the same and would shed some
>> light. Read the subject - *"Airtel Misleading Customers". *The subject
>> itself disqualifies the issue from being only personal. And this is where
>> COFEK comes in, much as Peter expressly says he doesn't trust them.
>> However, think about the 'mwananchi wa kawaida' - if they had the same
>> problem. Would they get easily assisted.
>>
>>
>>
>> I think Peter is being selfish here. To him, once he's sorted out, noone
>> else matters. Well, he's being a typical Kenyan who doesn't care about the
>> other as long as they are comfortable. You know the same reason Kenyans
>> cannot manage to push the govt to a corner on issues affecting everyone?
>> Because some of those 'everyone' don't feel the real pinch and so believe
>> they are not exactly affected.
>>
>>
>>
>> I am siding with COFEK on this debate. One, because it was about Airtel
>> Misleading Customers and two because we need solutions that transcend our
>> personal interests. Universal solutions.
>>
>>
>>
>>
>>
>>
>>
>> On 15 September 2015 at 19:19, 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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>>
>>
>> _______________________________________________
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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,
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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.
>>
>>
>> _______________________________________________
>> kictanet mailing list
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>>
>> Unsubscribe or change your options at
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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.
>>
>>
>>
>>
>>
>> --
>>
>> Best regards,
>> Odhiambo WASHINGTON,
>> Nairobi,KE
>> +254733744121/+254722743223
>> "I can't hear you -- I'm using the scrambler."
>>
>>
>> _______________________________________________
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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.
>>
>>
>>
>> _______________________________________________
>> kictanet mailing list
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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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