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<p class=MsoNormal><span style='font-size:11.0pt;font-family:Tunga;color:blue'>Dear
Robert,<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:Tunga;color:blue'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:Tunga;color:blue'>We
are addressing this  and we will give you feedback .<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:Tunga;color:blue'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:Tunga;color:blue'>Thank
you.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:Tunga;color:blue'><o:p> </o:p></span></p>
<div>
<p class=MsoNormal><i><span style='font-size:10.0pt;font-family:"Calibri","sans-serif";
color:blue'>Regards,</span></i><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:blue'> <br>
</span><i><span style='font-size:10.0pt;font-family:"Calibri","sans-serif";
color:blue'>Naomi Maiwa</span></i><span style='font-size:11.0pt;font-family:
"Calibri","sans-serif";color:blue'> <br>
<br>
<o:p></o:p></span></p>
</div>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:Tunga;color:blue'><o:p> </o:p></span></p>
<div>
<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"'>
kictanet-bounces+support=safaricom.co.ke@lists.kictanet.or.ke
[mailto:kictanet-bounces+support=safaricom.co.ke@lists.kictanet.or.ke] <b>On
Behalf Of </b>robert yawe<br>
<b>Sent:</b> Wednesday, February 23, 2011 9:50 AM<br>
<b>To:</b> Safaricom Support<br>
<b>Cc:</b> KICTAnet ICT Policy Discussions<br>
<b>Subject:</b> Re: [kictanet] Is Safaricom disintegrating<o:p></o:p></span></p>
</div>
</div>
<p class=MsoNormal><o:p> </o:p></p>
<div>
<div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'>Hi listers,ea<o:p></o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'><o:p> </o:p></span></p>
</div>
<div>
<p class=MsoNormal><span class=apple-style-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><span
style='font-family:"Times","serif"'><o:p></o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'><o:p> </o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'>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.<o:p></o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'><o:p> </o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'>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.<o:p></o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'><o:p> </o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'>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. </span><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'><o:p> </o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'>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?<o:p></o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'><o:p> </o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'>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.<o:p></o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'><o:p> </o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'>Here I quote the
response from Safaricom Business "</span><span class=apple-style-span><span
style='font-size:11.5pt;font-family:"Calibri","sans-serif";color:navy'>The
billing for the Wimax account is done separately from the other post paid
accounts hence, the two cannot be merged"</span></span><span
style='font-family:"Times","serif"'><o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Times","serif"'><o:p> </o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'>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.</span><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'>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?</span><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'>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. </span><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'>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.</span><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'>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. </span><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'>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). </span><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'>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.</span><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'>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.</span><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'>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.</span><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'>Regards</span><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'><o:p> </o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'>PS. If
private sector has a problem with offering a single point of contact can we
really expect it of the government?<o:p></o:p></span></p>
</div>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'><o:p> </o:p></span></p>
</div>
<p class=MsoNormal style='margin-bottom:12.0pt'><span style='font-family:"Times","serif"'>Robert
Yawe</span><br>
<span style='font-family:"Times","serif"'>KAY System Technologies Ltd</span><br>
<span style='font-family:"Times","serif"'>Phoenix House, 6th Floor</span><br>
<span style='font-family:"Times","serif"'>P O Box 55806 Nairobi, 00200</span><br>
<span style='font-family:"Times","serif"'>Kenya</span><o:p></o:p></p>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'>Tel:
+254722511225, +254202010696<o:p></o:p></span></p>
<div>
<p class=MsoNormal><span style='font-family:"Times","serif"'><o:p> </o:p></span></p>
</div>
</div>
</div>
</div>
<p class=MsoNormal><o:p> </o:p></p>
</div>
<DIV><STRONG>Note:</STRONG></DIV>
<DIV><SPAN lang=EN-GB
style="FONT-WEIGHT: bold; FONT-SIZE: 11pt; COLOR: green; FONT-FAMILY: 'Century Gothic'">All
emails sent from Safaricom Limited are subject to Safaricom’s Email Terms &
Conditions. Please click <A
href="http://www.safaricom.co.ke/index.php?id=954"><SPAN
style="COLOR: green"><FONT color=#400080>here</FONT></SPAN></A> to read the
policy. </SPAN>
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