Nice one Edith, I have suffered customer service issues at Safaricom too. We actually need people like you, that demand proper service and remind these CS officers that the "Customer is King". <br><br><div class="gmail_quote">
2010/8/24 Edith Adera <span dir="ltr"><<a href="mailto:eadera@idrc.or.ke">eadera@idrc.or.ke</a>></span><br><blockquote class="gmail_quote" style="margin: 0pt 0pt 0pt 0.8ex; border-left: 1px solid rgb(204, 204, 204); padding-left: 1ex;">
<div>
<div dir="ltr"><font color="#000000" face="Tahoma" size="2">Dear All,</font></div>
<div dir="ltr"><font face="tahoma" size="2"></font> </div>
<div dir="ltr"><font face="tahoma" size="2">Safaricom has done the honorable think and Ms Bernice gave a verbal apology.</font></div>
<div dir="ltr"><font face="tahoma" size="2"></font> </div>
<div dir="ltr"><font face="tahoma" size="2">It's important that we all keep the customer service regulations alive - although the constitution will provide full protection for consumers, I noticed that CCK does not have the consumer protection regulations on
their website. Does anyone know if it has been signed by the Minister? If so, it would be good for all to have a copy of the regulations.</font></div>
<div dir="ltr"><font face="tahoma" size="2"></font> </div>
<div dir="ltr"><font face="tahoma" size="2">If anyone has a copy, kindly send it to the list.</font></div>
<div dir="ltr"><font face="tahoma" size="2"></font> </div>
<div dir="ltr"><font face="tahoma" size="2">Thanks and have a good day.</font></div>
<div dir="ltr"><font face="tahoma" size="2"></font> </div>
<div dir="ltr"><font face="tahoma" size="2">Edith</font></div>
<div dir="ltr"><font face="tahoma" size="2"></font> </div>
<div dir="ltr"><font face="tahoma" size="2"></font> </div>
<div>
<div><font face="Tahoma" size="2"><span style="font-size: 10pt;"><div class="im">
<p class="MsoNormal" style="margin: 0in 0in 0pt; line-height: 115%;">
<b><span style="font-size: 10pt; color: rgb(31, 73, 125); line-height: 115%;"><span>________________
</span></span></b><span style="color: black;">
</span></p>
<p class="MsoNormal" style="margin: 0in 0in 0pt; line-height: 115%;"><font color="#000000"><b><span style="font-size: 10pt; color: rgb(31, 73, 125); line-height: 115%;"><font color="#000000">Edith
Ofwona Adera</font> </span></b><span style="color: black;"></span></font></p>
<p class="MsoNormal" style="margin: 0in 0in 0pt; line-height: 115%;"><span style="font-size: 10pt; color: rgb(31, 73, 125); line-height: 115%;"><font color="#000000">Senior Program Specialist
</font></span></p>
<p class="MsoNormal" style="margin: 0in 0in 0pt; line-height: 115%;"><span style="font-size: 10pt; color: rgb(0, 32, 96); line-height: 115%;"><font color="#000000">ICT4D Program</font></span></p>
<p class="MsoNormal" style="margin: 0in 0in 0pt; line-height: 115%;"><span style="font-size: 10pt; color: rgb(31, 73, 125); line-height: 115%;" lang="FR-CA"><font color="#000000">International
Development Research Centre | Centre de recherches pour le développement international</font></span></p>
<p class="MsoNormal" style="margin: 0in 0in 0pt; line-height: 115%;"><span style="font-size: 10pt; color: rgb(0, 32, 96); line-height: 115%;" lang="EN-CA"><font color="#000000">Regional Office for Eastern
and Southern Africa</font></span></p>
<p class="MsoNormal" style="margin: 0in 0in 0pt; line-height: 115%;"><span style="font-size: 10pt; color: rgb(31, 73, 125); line-height: 115%;" lang="FR-CA"><font color="#000000">Tel:
+254202713160 | Fax/Téléc: +254202711063 | Skype: edithadera</font></span></p>
</div><p class="MsoNormal" style="margin: 0in 0in 0pt; line-height: 115%;"><span style="font-size: 10pt; color: rgb(31, 73, 125); line-height: 115%;" lang="FR-CA"><a href="mailto:eadera@idrc.or.ke" target="_blank">eadera@idrc.or.ke</a>
| </span><a href="http://www.idrc.ca/" target="_blank"><span style="font-size: 10pt; color: rgb(31, 73, 125); line-height: 115%;" lang="FR-CA">www.idrc.ca</span></a><span style="font-size: 10pt; color: rgb(31, 73, 125); line-height: 115%;" lang="FR-CA">
| </span><a href="http://www.crdi.ca/" target="_blank"><span style="font-size: 10pt; color: rgb(31, 73, 125); line-height: 115%;" lang="FR-CA">www.crdi.ca</span></a></p>
<p class="MsoNormal" style="margin: 0in 0in 0pt; line-height: 115%;"><span style="font-size: 10pt;" lang="FR-CA"><img src="" alt="" align="baseline" border="0" hspace="0"></span></p></span><span style="font-size: 10pt;" lang="FR-CA"></span>
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<hr>
<font face="Tahoma" size="2"><b>From:</b> kictanet-bounces+eadera=<a href="http://idrc.or.ke" target="_blank">idrc.or.ke</a>@<a href="http://lists.kictanet.or.ke" target="_blank">lists.kictanet.or.ke</a> [kictanet-bounces+eadera=<a href="http://idrc.or.ke" target="_blank">idrc.or.ke</a>@<a href="http://lists.kictanet.or.ke" target="_blank">lists.kictanet.or.ke</a>] On Behalf Of John Kariuki [<a href="mailto:ngethe.kariuki2007@yahoo.co.uk" target="_blank">ngethe.kariuki2007@yahoo.co.uk</a>]<br>
<b>Sent:</b> 24 August 2010 08:15<div><div></div><div class="h5"><br>
<b>To:</b> Edith Adera<br>
<b>Cc:</b> KICTAnet ICT Policy Discussions<br>
<b>Subject:</b> Re: [kictanet] Safaricom Attitude - Consumer Issues<br>
</div></div></font><br>
</div><div><div></div><div class="h5">
<div></div>
<div>
<table border="0" cellpadding="0" cellspacing="0">
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<td valign="top">Dear Wainaina and all,<br>
<br>
Just to point out that from Friday this week, Consumer Rights become constitutional matters under " The Bill of Rights" ,section 46 of the Constitution.<br>
<br>
Weighty matters indeed!<br>
<br>
<br>
<br>
John Kariuki.<br>
<br>
<br>
--- On <b>Mon, 23/8/10, Wainaina Mungai <i><<a href="mailto:wainaina@madeinkenya.org" target="_blank">wainaina@madeinkenya.org</a>></i></b> wrote:<br>
<blockquote style="padding-left: 5px; margin-left: 5px; border-left: 2px solid rgb(16, 16, 255);">
<br>
From: Wainaina Mungai <<a href="mailto:wainaina@madeinkenya.org" target="_blank">wainaina@madeinkenya.org</a>><br>
Subject: Re: [kictanet] Safaricom Attitude - Consumer Issues<br>
To: <a href="mailto:ngethe.kariuki2007@yahoo.co.uk" target="_blank">ngethe.kariuki2007@yahoo.co.uk</a><br>
Cc: "KICTAnet ICT Policy Discussions" <<a href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">kictanet@lists.kictanet.or.ke</a>><br>
Date: Monday, 23 August, 2010, 21:40<br>
<br>
<div>Agreed.
<div><br>
</div>
<div><b>1.</b> MPESA issues have been answered as that's how the service works to cover for security and related concerns.<br>
<br>
</div>
<div><b>2.</b> The customer care concerns on Edith being told she was calling from the "wrong network" may not require CCK's involvement as yet. However, MJ may want to step in (before he gets back from China) and apologize to Edith; while re-educating the
staff internally. </div>
<div><br>
</div>
<div>Note however, that Edith did not call the customer care line....she called PRSP support....so it may have been better to simply refer her to the customer care team. My experience has been positive so I am surprised that the staff may have been rude to
Dr. Edith.</div>
<div><br>
</div>
<div>That said, Zain today displayed very "peculiar" conduct as their promotion truck was driving slowly past Safaricom House. Here's the video evidence on Youtube - <a href="http://www.youtube.com/watch?v=lW8hpVLIFZo&feature=youtu.be" rel="nofollow" target="_blank">http://www.youtube.com/watch?v=lW8hpVLIFZo&feature=youtu.be</a></div>
<div><br>
</div>
<div><br>
</div>
<div><br>
</div>
<div><br>
</div>
<div><br>
<div>On Mon, Aug 23, 2010 at 11:00 PM, Solomon Mburu Kamau
<span dir="ltr"><<a href="http://UrlBlockedError.aspx" rel="nofollow" target="_blank">solo.mburu@gmail.com</a>></span> wrote:<br>
<blockquote style="padding-left: 1ex; margin: 0pt 0pt 0pt 0.8ex; border-left: 1px solid rgb(204, 204, 204);">
<br>
<br>
<div>
<div>On 23 August 2010 22:49, <a href="http://UrlBlockedError.aspx" rel="nofollow" target="_blank">
andrea.bohnstedt@ratio-magazine.com</a> <span dir="ltr"><<a href="http://UrlBlockedError.aspx" rel="nofollow" target="_blank">andrea.bohnstedt@ratio-magazine.com</a>></span> wrote:<br>
<blockquote style="padding-left: 1ex; margin: 0pt 0pt 0pt 0.8ex; border-left: 1px solid rgb(204, 204, 204);">
Possibly. I may be dumb. If so, kindly explain it to me again so that I'll understand it.<br>
</blockquote>
</div>
<div><br>
<span style="font-family: georgia,serif;">I think the point raised by Edith was mostly revolving on the issue of cold customer care when she used a rival company's line to call the CC.</span><br style="font-family: georgia,serif;">
<span style="font-family: georgia,serif;">The rest, I think are as easy as ABC to understand.<br>
<br>
I might have not given the whole view of my understanding, but I think it's logically wrong for the CC not to take the call from Edith warmly. After all, wasn't Edith paying for that call? Methinks it's up to the respective companies to instill some form of
'discipline' to their CC staff. I wonder loudly, suppose I went to Safaricom's shop/outlet or even House with a shirt emblazoned<span style="color: rgb(255, 0, 0);">:
<span style="color: rgb(204, 0, 0);">' Zain, Call A Wonderful World, for only 3 and texts at 1 across all networks in Kenya',</span></span><span style="color: rgb(204, 0, 0);">
</span></span><span style="font-family: georgia,serif;">and vice versa: <span style="color: rgb(51, 255, 51);">
'Niko na Safaricom' </span></span><span style="font-family: georgia,serif;">will I be shoved off?
</span><br>
<br>
Just thinking loudly!<br style="font-family: georgia,serif;">
<br>
</div>
<blockquote style="padding-left: 1ex; margin: 0pt 0pt 0pt 0.8ex; border-left: 1px solid rgb(204, 204, 204);">
<div>
<div></div>
<div>
<div><br>
-----Original Message-----<br>
From: Edith Adera<br>
Sent: 23/08/2010, 22:45<br>
To: Andrea Bohnstedt<br>
Cc: KICTAnet ICT Policy Discussions<br>
</div>
<div>Subject: RE: [kictanet] Safaricom Attitude - Consumer Issues<br>
<br>
<br>
Andrea,<br>
<br>
You are missing the point!<br>
<br>
Edith<br>
<br>
<br>
________________<br>
Edith Ofwona Adera<br>
Senior Program Specialist<br>
ICT4D Program<br>
International Development Research Centre | Centre de recherches pour le développement international<br>
Regional Office for Eastern and Southern Africa<br>
Tel: +254202713160 | Fax/Téléc: +254202711063 | Skype: edithadera<br>
</div>
<a href="http://UrlBlockedError.aspx" rel="nofollow" target="_blank">eadera@idrc.or.ke</a><mailto:<a href="http://UrlBlockedError.aspx" rel="nofollow" target="_blank">eadera@idrc.or.ke</a>> |
<a href="http://www.idrc.ca" rel="nofollow" target="_blank">www.idrc.ca</a><<a href="http://www.idrc.ca/" rel="nofollow" target="_blank">http://www.idrc.ca/</a>> |
<a href="http://www.crdi.ca" rel="nofollow" target="_blank">www.crdi.ca</a><<a href="http://www.crdi.ca/" rel="nofollow" target="_blank">http://www.crdi.ca/</a>><br>
<div>________________________________<br>
From: Andrea Bohnstedt [<a href="http://UrlBlockedError.aspx" rel="nofollow" target="_blank">andrea.bohnstedt@ratio-magazine.com</a>]<br>
</div>
Sent: 23 August 2010 22:43<br>
To: Edith Adera<br>
<div>Cc: KICTAnet ICT Policy Discussions<br>
</div>
<div>Subject: Re: [kictanet] Safaricom Attitude - Consumer Issues<br>
<br>
Edith,<br>
<br>
Why do you find it so surprising that you can't send an M-PESA payment if you don't have an M-PESA account? Can you make Zap payments without having a Zap account?<br>
<br>
In a bank, you can pay cash into someone's account without having a bank account, but you need to go to that person's bank, and you can't make a bank transfer either without having an account yourself.<br>
<br>
Also, the need to register before you make any mobile money payments is, as far as I know, a banking sector requirement imposed by the Central Bank of Kenya (CBK), the Know Your Customer (KYC) rules to combat money laundering etc.<br>
<br>
That you need an M-PESA-enabled SIM card is an old story - that's been communicated since the beginning of the service, I think, even if it's of course it's regrettable that the agent you visited didn't have one.<br>
<br>
Many regards,<br>
Andrea<br>
<br>
<br>
</div>
<div>On 23 August 2010 22:28, Edith Adera <<a href="http://UrlBlockedError.aspx" rel="nofollow" target="_blank">eadera@idrc.or.ke</a><mailto:<a href="http://UrlBlockedError.aspx" rel="nofollow" target="_blank">eadera@idrc.or.ke</a>>> wrote:<br>
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.<br>
<br>
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.<br>
<br>
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".<br>
<br>
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".<br>
<br>
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?<br>
<br>
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 modus operandi in the Kenyan telecommunication market.<br>
<br>
Edith<br>
Kenyan Consumer<br>
<br>
<br>
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