[kictanet] Airtel Misleading Customers

Wed Sep 16 22:47:50 EAT 2015

With best wishes, Dick
From: Solomon Mbũrũ Kamau via kictanet
Sent: Wednesday, September 16, 2015 21:42
To: Dick Omondi
Reply To: KICTAnet ICT Policy Discussions
Cc: Solomon Mbũrũ Kamau
Subject: Re: [kictanet] Airtel Misleading Customers

I'm trying to avoid commenting on this issue, but as it looks, one is tempted to add a voice to the foregoing.

While I understand the thread was between Peter Wakaba and Airtel, I don't see the reason as to why another party (COFEK), should be in the mix. I acknowledge that COFEK is the 'voice of the voiceless" in matters where consumer rights are exploited, but it goes without saying there is more than meets the eye ( or is it script?)

If there is any disagreement between Wakaba and COFEK, then an new thread can be started, altogether.

This is the best we can do, since Wakaba has pointed out that Airtel has solved his issue.

My thoughts

Solomon

On 16 September 2015 at 12:39, Peter Wakaba via kictanet <kictanet at lists.kictanet.or.ke<mailto:kictanet at lists.kictanet.or.ke>> wrote:
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<mailto: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<mailto: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<http://www.cofek.co.ke>

From: kictanet [mailto:kictanet-bounces+hotline<mailto:kictanet-bounces%2Bhotline>=cofek.co.ke at lists.kictanet.or.ke<mailto: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<mailto:hotline at cofek.co.ke>>
Cc: Ali Hussein <ali at hussein.me.ke<mailto: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<mailto:ali at hussein.me.ke>

+254 713 601113<tel:%2B254%20713%20601113>
Twitter: @AliHKassim
Skype: Abu-Jomo
LinkedIn: http//ke.linkedin.com/in/alihkassim<http://ke.linkedin.com/in/alihkassim>
Blog: www.alyhussein.com<http://www.alyhussein.com>

On Sep 16, 2015, at 9:43 AM, Peter Wakaba via kictanet <kictanet at lists.kictanet.or.ke<mailto: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<mailto: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<mailto: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<http://www.cofek.co.ke/>

From: kictanet [mailto:kictanet-bounces+hotline<mailto:kictanet-bounces%2Bhotline>=cofek.co.ke at lists.kictanet.or.ke<mailto: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<mailto:hotline at cofek.co.ke>>
Cc: Odhiambo Washington <odhiambo at gmail.com<mailto: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<mailto: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<mailto: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<http://www.cofek.co.ke/>

From: kictanet [mailto:kictanet-bounces+hotline<mailto:kictanet-bounces%2Bhotline>=cofek.co.ke at lists.kictanet.or.ke<mailto: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<mailto:hotline at cofek.co.ke>>
Cc: Peter Wakaba <peterwakaba at gmail.com<mailto: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<mailto: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<mailto: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<tel:%2B254%200713%20601113> / 0770906375<tel:0770906375>

Twitter: @AliHKassim
Skype: abu-jomo
LinkedIn: http://ke.linkedin.com/in/alihkassim
Blog: www.alyhussein.com<http://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<mailto: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<http://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: Monday, September 14, 2015 11:32 AM
To: The Consumers Federation of Kenya (Cofek) <hotline at cofek.co.ke<mailto:hotline at cofek.co.ke>>
Cc: Ali Hussein <ali at hussein.me.ke<mailto: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<tel:%2B254%20770%20906375>/ 713 601113
Twitter: @AliHKassim
Skype: abu-jomo
LinkedIn: http://ke.linkedin.com/in/alihkassim
Blog: www.alyhussein.com<http://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<mailto: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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