<html><body bgcolor="#FFFFFF"><div>I will investigate all the complaints here about this issue<br><br>Kind Regards<div><br></div><div>Michael</div><div><br></div><div>Sent from my iPad</div></div><div><br>On 25 Aug 2010, at 16:37, "ESTHER MUCHIRI" <<a href="mailto:emuchiri@andestbites.com">emuchiri@andestbites.com</a>> wrote:<br><br></div><div></div><blockquote type="cite"><div>
<div class="Section1">
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D">Hmm – is someone from Safaricom looking into these matters? It
is really frustrating waiting for the bundles and getting none…. Or being told
you have received 300MB and it evaporates in a day or two with limited use!<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D">=====================<o:p></o:p></span></p>
<p class="MsoNormal"><i><span style="font-size:11.0pt;font-family:"Cambria","serif";
color:#C00000"><o:p> </o:p></span></i></p>
<p class="MsoNormal"><i><span style="font-size:11.0pt;font-family:"Cambria","serif";
color:#C00000">"The future belongs to those who believe the beauty of
their dreams.". <o:p></o:p></span></i></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D">-- Eleanor Roosevelt<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D"><o:p> </o:p></span></p>
<div style="border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in">
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif"">From:</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif"">
<a href="mailto:kictanet-bounces+emuchiri=andestbites.com@lists.kictanet.or.ke">kictanet-bounces+emuchiri=andestbites.com@lists.kictanet.or.ke</a>
[mailto:kictanet-bounces+emuchiri=andestbites.com@lists.kictanet.or.ke] <b>On
Behalf Of </b>Brian Munyao Longwe<br>
<b>Sent:</b> Wednesday, August 25, 2010 3:24 PM<br>
<b>To:</b> <a href="mailto:emuchiri@andestbites.com"><a href="mailto:emuchiri@andestbites.com">emuchiri@andestbites.com</a></a><br>
<b>Cc:</b> KICTAnet ICT Policy Discussions<br>
<b>Subject:</b> Re: [kictanet] Deteriorating Safaricom or simply broken
systems??<o:p></o:p></span></p>
</div>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal" style="margin-bottom:12.0pt">I had similar experience last
week with the 500sh bundle - it took almost 12 hours to activate and in the
meantime about 400 sh of my airtime was chewed by the off-bundle rate...<br>
<br>
Brian<o:p></o:p></p>
<div>
<p class="MsoNormal">On Wed, Aug 25, 2010 at 3:08 PM, Harry Karanja <<a href="mailto:kairo@softlaw.co.ke"><a href="mailto:kairo@softlaw.co.ke">kairo@softlaw.co.ke</a></a>> wrote:<o:p></o:p></p>
<div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-GB" style="font-size:11.0pt;color:#1F497D">Washington,</span><span lang="EN-GB"><o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-GB" style="font-size:11.0pt;color:#1F497D"> </span><span lang="EN-GB"><o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-GB" style="font-size:11.0pt;color:#1F497D">I share your frustration. I
experienced the same thing albeit with smaller amounts. When I called CS I was
told that it could take up to 48 Hours for the bundle to be loaded, and no they
could not refund the airtime. I was forced to purchase more airtime and use the
KES. 8 out-of-bundle charges. To date I am not sure whether the bundle was ever
allocated.</span><span lang="EN-GB"><o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-GB" style="font-size:11.0pt;color:#1F497D"> </span><span lang="EN-GB"><o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b><span style="font-size:7.5pt;color:gray">Harry Karanja </span></b><b><span style="font-size:7.5pt;font-family:Wingdings;color:#3366FF">n</span><span style="color:navy"> </span></b><b><span lang="EN-GB" style="font-size:7.5pt;
color:gray">Director</span></b><b><span lang="EN-GB" style="color:navy"> </span></b><b><span style="font-size:7.5pt;font-family:Wingdings;color:#3366FF">n</span><span style="color:navy"> </span></b><b><span lang="EN-GB" style="font-size:7.5pt;
color:gray">SoftLaw Limited</span></b><b><span lang="EN-GB" style="color:navy"> </span></b><b><span style="font-size:7.5pt;font-family:Wingdings;color:#3366FF">n</span><span style="color:navy"> </span></b><b><span lang="EN-GB" style="font-size:7.5pt;
color:gray">Genius Executive Centre</span></b><b><span lang="EN-GB" style="color:navy"> </span></b><b><span style="font-size:7.5pt;font-family:
Wingdings;color:#3366FF">n</span><span style="color:navy"> </span></b><b><span lang="EN-GB" style="font-size:7.5pt;color:gray">15<sup>th</sup> Floor View Park
Towers</span></b><span lang="EN-GB" style="color:navy"> <b> </b></span><b><span style="font-size:7.5pt;font-family:Wingdings;color:#3366FF">n</span><span style="color:navy"> </span></b><b><span lang="EN-GB" style="font-size:7.5pt;
color:gray">Utalii Lane</span></b><b><span lang="EN-GB" style="color:navy"> </span></b><b><span style="font-size:7.5pt;font-family:Wingdings;color:#3366FF">n</span><span style="color:navy"> </span></b><b><span lang="EN-GB" style="font-size:7.5pt;
color:gray">Nairobi CBD</span></b><b><span lang="EN-GB" style="color:navy"> </span></b><b><span style="font-size:7.5pt;font-family:Wingdings;color:#3366FF">n</span><span style="color:navy"> </span></b><b><span lang="EN-GB" style="font-size:7.5pt;
color:gray">Tel: +254 20 342 225</span></b><b><span lang="EN-GB" style="color:navy"> </span></b><span lang="EN-GB"><o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-GB" style="font-size:11.0pt;color:#1F497D"> </span><span lang="EN-GB"><o:p></o:p></span></p>
<div style="border:none;border-top:solid windowtext 1.0pt;padding:3.0pt 0in 0in 0in;
border-color:-moz-use-text-color -moz-use-text-color">
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b><span style="font-size:10.0pt">From:</span></b><span style="font-size:10.0pt">
kictanet-bounces+kairo=<a href="http://softlaw.co.ke" target="_blank">softlaw.co.ke</a>@<a href="http://lists.kictanet.or.ke" target="_blank">lists.kictanet.or.ke</a>
[mailto:<a href="mailto:kictanet-bounces%2Bkairo" target="_blank">kictanet-bounces+kairo</a>=<a href="http://softlaw.co.ke" target="_blank">softlaw.co.ke</a>@<a href="http://lists.kictanet.or.ke" target="_blank">lists.kictanet.or.ke</a>] <b>On
Behalf Of </b>Odhiambo Washington<br>
<b>Sent:</b> Wednesday, August 25, 2010 2:22 PM<br>
<b>To:</b> <a href="mailto:kairo@softlaw.co.ke" target="_blank"><a href="mailto:kairo@softlaw.co.ke">kairo@softlaw.co.ke</a></a><br>
<b>Cc:</b> KICTAnet ICT Policy Discussions<br>
<b>Subject:</b> [kictanet] Deteriorating Safaricom or simply broken systems??</span><span lang="EN-GB"><o:p></o:p></span></p>
</div>
<div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-GB"> <o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-GB"> <o:p></o:p></span></p>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-GB">Last evening I loaded KES 2,300 worth of credit on a Safaricom data
line (0720 332211) and sent an sms to 446 to purchase a 300MB bundle.<br>
With their br0ken systems (the whole of yesterday) they could not allocate me
the bundle immediately, even though they promptly deducted the KES 999. Because
I could not get the confirmation of bundle allocation (CS kept telling me to
wait for 20, 30, N minutes for the confirmation to come) I decided to just
plugin the SIM card and use it, hoping the bundle had been allocated but only
the confirmation sms was delayed.<br>
<br>
I ended up using KES 800 of my balance airtime after they deducted the KES 999
(instead of the bundle!!) and I got to know that only today when I called CS
and they gave me the shocking news - you have only KES 500-and-something
airtime on that line!!<br>
<br>
The whole of yesterday their system was broken down. I suffered the same during
the day. I loaded 2500 on a different number and sent "activate" to
448 for a 1GB Bundle. I could not get the confirmation after about 10 minutes
and called CS, who told me that they were experiencing problems and I should
wait for about 2 hours. I had to buy 500 and top up and just use it like that
without purchasing a bundle, while waiting for the 2+ hours...<br>
<br>
Is there a way for redress with Safaricom? They've literally stolen from
me, by deducting my KES 999 and not allocating me the bundle "within the
required time" (or isn't there something like this?), making me to use my
reserved airtime instead!<br>
<br>
There must be better ways of dealing with this from Safaricom, or any other
provider for that matter. It is simply not acceptable, and I do feel that when
I buy a commodity (like the bundle) I should get it immediately, unless there
is a condition that stipulates that the provider is at liberty to decide when
to give it to me. I also believe that it's the obligation of the provider to
notify me when they have a problem that would affect the services I buy from
them.<br>
<br>
Safaricom, I want my money back, as small as it is!<br clear="all">
<span style="color:#888888"><br>
-- <br>
Best regards,<br>
Odhiambo WASHINGTON,<br>
Nairobi,KE<br>
+254733744121/+254722743223<br>
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ <br>
"If you have nothing good to say about someone, just shut up!."<br>
-- Lucky Dube</span><o:p></o:p></span></p>
</div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-GB"><br>
<br clear="all">
<br>
-- <br>
Best regards,<br>
Odhiambo WASHINGTON,<br>
Nairobi,KE<br>
+254733744121/+254722743223<br>
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ <br>
"If you have nothing good to say about someone, just shut up!."<br>
-- Lucky Dube<o:p></o:p></span></p>
</div>
</div>
</div>
</div>
<p class="MsoNormal" style="margin-bottom:12.0pt"><br>
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</div>
<p class="MsoNormal"><br>
<br clear="all">
<br>
-- <br>
Brian Munyao Longwe<br>
e-mail: <a href="mailto:blongwe@gmail.com"><a href="mailto:blongwe@gmail.com">blongwe@gmail.com</a></a><br>
cell: + 254 722 518 744<br>
blog : <a href="http://zinjlog.blogspot.com"><a href="http://zinjlog.blogspot.com">http://zinjlog.blogspot.com</a></a><br>
meta-blog: <a href="http://mashilingi.blogspot.com"><a href="http://mashilingi.blogspot.com">http://mashilingi.blogspot.com</a></a><o:p></o:p></p>
</div>
</div></blockquote><blockquote type="cite"><div><span>_______________________________________________</span><br><span>kictanet mailing list</span><br><span><a href="mailto:kictanet@lists.kictanet.or.ke">kictanet@lists.kictanet.or.ke</a></span><br><span><a href="http://lists.kictanet.or.ke/mailman/listinfo/kictanet">http://lists.kictanet.or.ke/mailman/listinfo/kictanet</a></span><br><span></span><br><span>This message was sent to: <a href="mailto:mjoseph@safaricom.co.ke"><a href="mailto:mjoseph@safaricom.co.ke">mjoseph@safaricom.co.ke</a></a></span><br><span>Unsubscribe or change your options at <a href="http://lists.kictanet.or.ke/mailman/options/kictanet/mjoseph%40safaricom.co.ke"><a href="http://lists.kictanet.or.ke/mailman/options/kictanet/mjoseph%40safaricom.co.ke">http://lists.kictanet.or.ke/mailman/options/kictanet/mjoseph%40safaricom.co.ke</a></a></span><br></div></blockquote>
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