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Robert,<br>
<br>
May be your experience is reflected in this post
<a class="moz-txt-link-freetext" href="http://manypossibilities.net/2011/02/safaricom-a-modest-proposal/">http://manypossibilities.net/2011/02/safaricom-a-modest-proposal/</a><br>
<br>
Regards,<br>
<br>
On 02/23/2011 07:50 AM, robert yawe wrote:
<blockquote cite="mid:616330.61919.qm@web27807.mail.ukl.yahoo.com"
type="cite">
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<div>
<div>
<div>Hi listers,ea</div>
<div><span><br>
</span></div>
<div><span>Its not a good idea to type multiple emails at the
same time, I sent out the right email with the wrong
heading. Here is the correct posting for the subject
header</span></div>
<div><br>
</div>
<div>I have had an interesting 2 or so weeks dealing with the
post Micheal Joseph Safaricom. During his reign MJ took an
interest in what was being said about the company, at least
on this list which I strongly believe is representative of
the tech savvy population.</div>
<div><br>
</div>
<div>Why do I use a strong word like disintegrate well because
before Safaricom went on its acquisition spree I had a
single contact number to report all my issues with Safaricom
but today I have over 5 numbers that I need to call to get a
semblance of assistance, of the 5 or so numbers only one is
toll free the others are chargeable calls.</div>
<div><br>
</div>
<div> Sometime back I raised this issue, that is yet to be
resolved, in relation to my WiMax connection which is a
service offered by Safaricom Business whose customer support
number is 0722-002222. In addition the number is only
operational between 8:30am and 5:30 pm, but this might be an
indication of when I have expected to have problems with the
service. Reminds me of my first boss who once told me that
I was dis-organised by falling sick in the middle of the
week. </div>
<div><br>
</div>
<div>I can remember a time when calling 999 got you access to
all emergency services does the demise of this single
contact actually have something to do with Safaricom not
being able to provide a single number for customer care?</div>
<div><br>
</div>
<div>The situation gets worse every day, I requested Safaricom
to deliver my WiMax post paid invoice together with that for
our post paid voice lines, I was shocked to be informed that
this is not possible as the two services, read organisations
are separate and therefore my request could not be honoured.</div>
<div><br>
</div>
<div>Here I quote the response from Safaricom Business "<span>The
billing for the Wimax account is done separately from the
other post paid accounts hence, the two cannot be merged"</span>
<p> <span> </span> </p>
<br>
</div>
<div> More recently my WiMax antennae was pointed to a new
base station but after working for 2 days it needed to be
re-pointed to the original base station because the person
who made the change did not complete the internal paper
work. </div>
<div> <br>
</div>
<div> Yesterday I had another interesting experience when my
3G devices where unable to access my servers hosted right
here in the country yet I could reach international sites.
I reported the issue to Safaricom Business support line at
about 8:30 am after which the circus begun, I received calls
from no less than 5 different people all requiring me to
repeat my problem, I would have expected it was captured
during my initial call? </div>
<div> <br>
</div>
<div> After 6 hours of trying to convince me that the problem
was localised to me, I had tested the connection using 3
different 3G devices, they finally confirmed that they where
having an issue on their network. </div>
<div> <br>
</div>
<div> At one point one of the engineers, Safaricom does not
employ technicians, asks the URL I am saying I cannot reach
then tells me that from where she it it accessible. I would
have expected that Safaricom would have a test bench to
simulate some of this issues. They need to be able to also
categorise clients based on a predetermined skill level. It
is so painful going through the switch off modem. ping DNS
steps that I have recently relegated the 1st level of
support calling to my 13 year old son. </div>
<div> <br>
</div>
<div> My experiences with Safaricom since I took up addition
services from them namely fixed wireless (WiMax) and domain
hosting the number of telephone numbers for Safaricom
support have gone from 2 (voice & mpesa) to 15. </div>
<div> <br>
</div>
<div> This is just 3 short of the ones I have for
Telkom/Orange which range from the numbers of the line plant
staff (those who carry ladders or sit in the road side
cabinets), the 3 support numbers (100, 121 & 122). </div>
<div> <br>
</div>
<div> A few numbers each for the Network Operations Center,
Kenstream, ADSL, broadband, Jambonet and EvDo just to be
able to effectively support my clients who are on the
various services. To put an icing on the cake I at one time
had to have the Managing Directors on speed dial from
Cheserem to Kirui, the Orange fellows are not as accessible
which might explain the organisations lackluster
performance. </div>
<div> <br>
</div>
<div> Safaricom is becoming what KP&TC and Telkom were as
a monopoly big, blotted and unresponsive, it is my sincere
hope that we shall not get to the bottom of that precipice
as if we do it will mean that the time has come for some of
us to go and breed egg laying chickens, which might actually
be to the benefit of the industry. </div>
<div> <br>
</div>
<div> If there is still someone out there from Safaricom
listening this is the wrong time for the organisation to be
disintegrating if you expect to provide a complete suite of
products and services. As solution providers we had started
filling like we had a partner who would work with us to
deliver leading edge solutions well we shall continue to
hope and pray that that day will come, soon. </div>
<div> <br>
</div>
<div> Regards </div>
<div><br>
</div>
<div>PS. If private sector has a problem with offering a
single point of contact can we really expect it of the
government?</div>
<div><br>
</div>
Robert Yawe <br>
KAY System Technologies Ltd <br>
Phoenix House, 6th Floor <br>
P O Box 55806 Nairobi, 00200 <br>
Kenya <br>
<br>
<div>Tel: +254722511225, +254202010696
<div><br>
</div>
</div>
</div>
</div>
<br>
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