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<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Hi Edith,<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>What a sad and unfortunate experience. Mr Joseph has a rare
opportunity. The opportunity to leave a legacy of great customer service and
positive brand sentiment in the face of aggressive competition. What Ms Bernice
displayed today is an organizational culture (positive in itself) where the
staff own the brand to the extent of taking competition personally. That in
itself is hard to do. Even harder to do is maintain civility and great service
when the public you are dealing with are obviously inclined to the competition.
CCK may not have the power to force telcos to be civil so Safaricom doesn’t
have to be nice to consumers.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Such a culture is obviously counter-productive. A sincere
apology would be good business sense but a more sustainable approach would be
an internal education campaign to re-align the organisation to its primary
objectives so that their staff respond to customers not to the competition.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
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<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Kind regards,</span></font><o:p></o:p></p>
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12.0pt'> </span></font><font size=2 face=Arial><span style='font-size:
10.0pt;font-family:Arial'><o:p></o:p></span></font></p>
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<p class=MsoNormal style='mso-element:frame'><strong><b><font size=2
face=Arial><span style='font-size:10.0pt;font-family:Arial'>Muchiri</span></font></b></strong><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'> Nyaggah<o:p></o:p></span></font></p>
<p class=MsoNormal style='mso-element:frame'><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>Director<o:p></o:p></span></font></p>
<p class=MsoNormal style='mso-element:frame'><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>@muchiri<o:p></o:p></span></font></p>
<p class=MsoNormal style='mso-element:frame'><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>+254 722 506400<o:p></o:p></span></font></p>
<p class=MsoNormal style='mso-element:frame'><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>Semacraft.com<o:p></o:p></span></font></p>
<p class=MsoNormal style='mso-element:frame'><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'><o:p> </o:p></span></font></p>
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<p class=MsoNormal style='mso-element:frame'><font size=3
face="Times New Roman"><span style='font-size:12.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal style='mso-element:frame'><font size=3
face="Times New Roman"><span style='font-size:12.0pt'><img width=113
height=20 id="_x0000_i1026" src="cid:image001.jpg@01CB4315.55476E70"></span></font><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'><o:p></o:p></span></font></p>
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<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
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12.0pt'> </span></font><font size=2 face=Arial><span style='font-size:
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12.0pt'> </span></font><font size=2 face=Arial><span style='font-size:
10.0pt;font-family:Arial'><o:p></o:p></span></font></p>
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12.0pt'> </span></font><font size=2 face=Arial><span style='font-size:
10.0pt;font-family:Arial'><o:p></o:p></span></font></p>
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12.0pt'> </span></font><font size=2 face=Arial><span style='font-size:
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12.0pt'> </span></font><font size=2 face=Arial><span style='font-size:
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<p class=MsoNormal><b><font size=2 face=Tahoma><span lang=EN-US
style='font-size:10.0pt;font-family:Tahoma;font-weight:bold'>From:</span></font></b><font
size=2 face=Tahoma><span lang=EN-US style='font-size:10.0pt;font-family:Tahoma'>
kictanet-bounces+muchiri=semacraft.com@lists.kictanet.or.ke
[mailto:kictanet-bounces+muchiri=semacraft.com@lists.kictanet.or.ke] <b><span
style='font-weight:bold'>On Behalf Of </span></b>Edith Adera<br>
<b><span style='font-weight:bold'>Sent:</span></b> 23 August 2010 22:28<br>
<b><span style='font-weight:bold'>To:</span></b> muchiri@semacraft.com<br>
<b><span style='font-weight:bold'>Cc:</span></b> KICTAnet ICT Policy
Discussions<br>
<b><span style='font-weight:bold'>Subject:</span></b> [kictanet] Safaricom
Attitude - Consumer Issues<br>
<b><span style='font-weight:bold'>Importance:</span></b> High</span></font><span
lang=EN-US><o:p></o:p></span></p>
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<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<div>
<p class=MsoNormal style='text-align:justify'><font size=3 color=black
face="Times New Roman"><span style='font-size:12.0pt;color:black'>There's need
for consumer issues to be taken VERY seriously in the Kenyan Telecommunication
market. I believe CCK is listening and this should not be allowed to happen to
any Kenyan consumer. <o:p></o:p></span></font></p>
<p class=MsoNormal style='text-align:justify'><font size=3 color=black
face="Times New Roman"><span style='font-size:12.0pt;color:black'> <o:p></o:p></span></font></p>
<p class=MsoNormal style='text-align:justify'><font size=3 color=black
face="Times New Roman"><span style='font-size:12.0pt;color:black'>As a non-user
of money transfer services (I'm a proxy user), I decided to try the Mpesa
service today as I did not have a 3rd party proxy to undertake the transaction
on my behalf as I usually do. The last I tried to register for the service, I
was informed that I had an old generation SIM card and needed to replace it yet
the agent did not have the replacement SIMs. I was directed to follow a
convoluted process of getting the replacement SIM, which I did not have
the time for at that point.<o:p></o:p></span></font></p>
<p class=MsoNormal style='text-align:justify'><font size=3 color=black
face="Times New Roman"><span style='font-size:12.0pt;color:black'> <o:p></o:p></span></font></p>
<p class=MsoNormal style='text-align:justify'><font size=3 color=black
face="Times New Roman"><span style='font-size:12.0pt;color:black'>Today, I was
rudely informed that as a non registered user I cannot send money by Mpesa
(Prestige service provider) - never mind that I have a very active Safaricom
line. This puzzled me as in the banking sector, you can always bank
money into any account at a bank in which you're not a "member".
<o:p></o:p></span></font></p>
<p class=MsoNormal style='text-align:justify'><font size=3 color=black
face="Times New Roman"><span style='font-size:12.0pt;color:black'> <o:p></o:p></span></font></p>
<p class=MsoNormal style='text-align:justify'><font size=3 color=black
face="Times New Roman"><span style='font-size:12.0pt;color:black'>So in search
for an answer to this issue, I decided to call a Safaricom Officer (Ms
Bernice - department that issues Short Codes) to get some
assistance. I called her on my Zain line. As soon as she picked the call, she
was very cold and retorted "for starters, you have called me from
the wrong network - meaning from Zain - and secondly, you cannot send
money if you are not a registered user".<o:p></o:p></span></font></p>
<p class=MsoNormal style='text-align:justify'><font size=3 color=black
face="Times New Roman"><span style='font-size:12.0pt;color:black'> <o:p></o:p></span></font></p>
<p class=MsoNormal style='text-align:justify'><font size=3 color=black
face="Times New Roman"><span style='font-size:12.0pt;color:black'>My issue as a
consumer is - why should I be rebuked for using my Zain line to call
Safaricom? Is it a Safaricom policy that no one should call them using a Zain
line or lines from other network providers? what does the CCK regulations say
about such issues? My little telecommunication background tells me
that the "consumer is king" and that a consumer must
exercise their "right of choice" in a competitive market. why should
I be dictated to what network I MUST USE or NOT use to make calls? Is this a
reflection of the interconnection issues that are currently hitting media
headlines?<o:p></o:p></span></font></p>
<p class=MsoNormal style='text-align:justify'><font size=3 color=black
face="Times New Roman"><span style='font-size:12.0pt;color:black'> <o:p></o:p></span></font></p>
<p class=MsoNormal style='text-align:justify'><font size=3 color=black
face="Times New Roman"><span style='font-size:12.0pt;color:black'>I have taken
this issue very seriously and demand an apology and response from Safaricom. I
believe CCK will take appropriate action to ensure that this is not the<i><span
style='font-style:italic'> modus operandi</span></i> in the Kenyan
telecommunication market.<o:p></o:p></span></font></p>
<p class=MsoNormal style='text-align:justify'><font size=3 color=black
face="Times New Roman"><span style='font-size:12.0pt;color:black'> <o:p></o:p></span></font></p>
<p class=MsoNormal style='text-align:justify'><font size=3 color=black
face="Times New Roman"><span style='font-size:12.0pt;color:black'>Edith<o:p></o:p></span></font></p>
<p class=MsoNormal style='text-align:justify'><font size=3 color=black
face="Times New Roman"><span style='font-size:12.0pt;color:black'>Kenyan
Consumer </span></font><b><span style='mso-themecolor: text2'><font
size=2 color="#1f497d" face=Arial><span style='font-size:10.0pt;font-family:
Arial;color:#1F497D;font-weight:bold'> </span></font></b><font
size=2 color=black face=Arial><span style='font-size:10.0pt;font-family:Arial;
color:black'></span><o:p></o:p></span></font></p>
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