<html><head><style type="text/css"><!-- DIV {margin:0px;} --></style></head><body><div style="font-family:tahoma, new york, times, serif;font-size:10pt"><DIV>My Safaricom internet problem is disconnection. While still "connected" the kbs drops to 0 and I have to disconnect and connect again - like jump starting an old car. Rather embarassing while on skype calls.</DIV>
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<DIV>Have had the problem for a week or two but have not bothered to complain because I have not had much luck with customer care in the past. </DIV>
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<DIV>regards, Wamuyu</DIV>
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<B><SPAN style="FONT-WEIGHT: bold">From:</SPAN></B> Linda Muka <LMuka@Safaricom.co.ke><BR><B><SPAN style="FONT-WEIGHT: bold">To:</SPAN></B> wamuyulearn@yahoo.co.uk<BR><B><SPAN style="FONT-WEIGHT: bold">Cc:</SPAN></B> Rita Okuthe <ROkuthe@Safaricom.co.ke>; Pauline Warui <PWarui@Safaricom.co.ke>; KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke><BR><B><SPAN style="FONT-WEIGHT: bold">Sent:</SPAN></B> Fri, 17 December, 2010 13:31:15<BR><B><SPAN style="FONT-WEIGHT: bold">Subject:</SPAN></B> Re: [kictanet] Safaricom data bundles<BR></FONT><BR>Hi Grace,<BR><BR>We do appreciate your feedback & suggestions. We are indeed looking into<BR>a customer friendly presentation of data usage and shall share this with<BR>our customers once it is available.<BR><BR>Regards,<BR>Linda <BR><BR>-----Original Message-----<BR>From: kictanet-bounces+lmuka=<A href="mailto:safaricom.co.ke@lists.kictanet.or.ke"
ymailto="mailto:safaricom.co.ke@lists.kictanet.or.ke">safaricom.co.ke@lists.kictanet.or.ke</A><BR>[mailto:kictanet-bounces+lmuka=<A href="mailto:safaricom.co.ke@lists.kictanet.or.ke" ymailto="mailto:safaricom.co.ke@lists.kictanet.or.ke">safaricom.co.ke@lists.kictanet.or.ke</A>] On<BR>Behalf Of Grace Mutung'u (Bomu)<BR>Sent: Friday, December 17, 2010 10:36 AM<BR>To: Linda Muka<BR>Cc: Rita Okuthe; Pauline Warui; KICTAnet ICT Policy Discussions<BR>Subject: Re: [kictanet] Safaricom data bundles<BR><BR>While improving this service, is it possible to give customers access<BR>to their data usage history?<BR>I recently had my 200mb 'disappear' in a night and when I called<BR>Safaricom I was referred to a person in IT who read out my data usage<BR>history on that phone call. When I asked him to email it, he said that<BR>it is not possible at the moment as this is considered confidential<BR>info. He offered to show me the history though, if I went to
their<BR>offices. Problem is I was out of town and pressed for time.<BR>Anyway, is there a way Safaricom can give users convenient access to<BR>their usage history? This would really improve the service!<BR>Best,<BR><BR>2010/12/17, Bob Collymore <<A href="mailto:BCollymore@safaricom.co.ke" ymailto="mailto:BCollymore@safaricom.co.ke">BCollymore@safaricom.co.ke</A>>:<BR>> Robert,<BR>><BR>> Thanks for bringing these two issues to my attention, they are both<BR>very<BR>> good points for which I'll ask the team to find solutions.<BR>Unfortunately,<BR>> we're unlikely to find such as solution in time to save your weekend<BR>but<BR>> I'll commit to saving future weekends.<BR>><BR>> Regards<BR>><BR>> Bob<BR>><BR>> Sent from my iPad<BR>><BR>> On 17 Dec 2010, at 08:18, "robert yawe" <<A href="mailto:robertyawe@yahoo.co.uk"
ymailto="mailto:robertyawe@yahoo.co.uk">robertyawe@yahoo.co.uk</A>><BR>wrote:<BR>><BR>>> Hi,<BR>>><BR>>> I am like many of you a peculiar Kenyan in that I can quickly find 10<BR>new<BR>>> ways to use a product that the provider/manufacture could never have<BR>>> though about.<BR>>><BR>>> When Safaricom introduced the monthly data bundles I quickly took<BR>>> advantage of the service to roll out remote data capture terminals as<BR>I<BR>>> had a new that the 999/- unlimited monthly bundle would meet my<BR>>> requirements without any problems and at a predictable cost.<BR>>><BR>>> So after rolling out the device somewhere in the middle of nowhere,<BR>its a<BR>>> security device so I will not give you the GPS coordinates, where no<BR>man<BR>>> need go again. I loaded the initial 999/- and off went the device,<BR>little<BR>>> did I know that the place that
no man needed to go would need to be<BR>>> visited at least once a month.<BR>>><BR>>> Why, because safaricom's unlimited monthly bundle cannot be purchased<BR>>> remotely, one needs to physically get to the sim card, my device is<BR>credit<BR>>> card sized and runs some proprietary software. I appreciate the fact<BR>that<BR>>> I am doing with the service what Safaricom did not think could or<BR>even<BR>>> would be done.<BR>>><BR>>> I have talked to the customer service persons, they are now more<BR>script<BR>>> driven than before, and all I got was ". . the 450 service cannot be<BR>>> activated from another line, please put the sim card in a phone and<BR>send a<BR>>> sms message to 450 with the bundle size, thank you for calling<BR>Safaricom<BR>>> and have a good day".<BR>>><BR>>> This what I had asked for in a call centre operator but suddenly
my<BR>needs<BR>>> have now surpassed the standard script can Safaricom please implement<BR>an<BR>>> escalation procedure in the script so that when peculiar Kenyans like<BR>>> myself call with peculiar requirements we can get assistance.<BR>>><BR>>> For now there goes my weekend as I need to travel to the top of a<BR>hill<BR>>> somewhere in Kenya, report to the local police station to avoid being<BR>shot<BR>>> down, climb up a 12 meter mast, remove a sim card, insert it into my<BR>>> phone, send an sms to 450, remove the sim card, place it back into<BR>the<BR>>> device, climb down the mast then drive back to Nairobi.<BR>>><BR>>> Regards<BR>>><BR>>> Robert Yawe<BR>>> KAY System Technologies Ltd<BR>>> Phoenix House, 6th Floor<BR>>> P O Box 55806 Nairobi, 00200<BR>>> Kenya<BR>>><BR>>> Tel: +254722511225,
+254202010696<BR>>><BR>>><BR>>> _______________________________________________<BR>>> kictanet mailing list<BR>>> <A href="mailto:kictanet@lists.kictanet.or.ke" ymailto="mailto:kictanet@lists.kictanet.or.ke">kictanet@lists.kictanet.or.ke</A><BR>>> <A href="http://lists.kictanet.or.ke/mailman/listinfo/kictanet" target=_blank>http://lists.kictanet.or.ke/mailman/listinfo/kictanet</A><BR>>><BR>>> This message was sent to: <A href="mailto:BCollymore@safaricom.co.ke" ymailto="mailto:BCollymore@safaricom.co.ke">BCollymore@safaricom.co.ke</A><BR>>> Unsubscribe or change your options at<BR>>><BR><A href="http://lists.kictanet.or.ke/mailman/options/kictanet/bcollymore%40safari" target=_blank>http://lists.kictanet.or.ke/mailman/options/kictanet/bcollymore%40safari</A><BR>com.co.ke<BR>><BR>><BR>########################################################################<BR>#############<BR>>
NOTE:<BR>> All emails sent from Safaricom Limited are subject to Safaricom's<BR>Email<BR>> Terms & Conditions. Please click here to read the policy.<BR>><BR>><BR>########################################################################<BR>#############<BR>><BR>><BR>><BR><BR><BR>-- <BR>Grace L.N. Mutung'u (Bomu)<BR>Kenya<BR>Skype: gracebomu<BR>Twitter: GraceMutung'u (Bomu)<BR><BR>_______________________________________________<BR>kictanet mailing list<BR><A href="mailto:kictanet@lists.kictanet.or.ke" ymailto="mailto:kictanet@lists.kictanet.or.ke">kictanet@lists.kictanet.or.ke</A><BR><A href="http://lists.kictanet.or.ke/mailman/listinfo/kictanet" target=_blank>http://lists.kictanet.or.ke/mailman/listinfo/kictanet</A><BR><BR>This message was sent to: <A href="mailto:lmuka@safaricom.co.ke" ymailto="mailto:lmuka@safaricom.co.ke">lmuka@safaricom.co.ke</A><BR>Unsubscribe or change your options at<BR><A
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