<html><body><div style="color:#000; background-color:#fff; font-family:arial, helvetica, sans-serif;font-size:12pt"><div><span>Friends</span></div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;"><span><br></span></div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;">I finally encountered Safaricom's version of customer service after, inadvertently, sending money (via mpesa) to a wrong number. </div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;"><br></div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;">I called the number but the person was "mteja".</div><div style="color: rgb(0, 0, 0); font-size: 16px;
font-family: 'Times New Roman'; background-color: transparent; font-style: normal;"><br></div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;">Then I got advice to call 234, which gets automated response going like this:</div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;">- for mpesa choose 1</div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;">- stuff about the call being recorded</div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;">- stuff about all agents being busy & try again later</div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent;
font-style: normal;">- disconnect!</div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;"><br></div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;">For over 3 days I have been trying in vain; and I gave up considering the amount of money (small compared to my time) in question.</div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;"><br></div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;">I suspect that there are many that give up on the same account I have.</div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;"><br></div><div
style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;">My guess: Safaricom's mpesa, as entrenched as it is, could face stiff assault and decline were there to be a competitor (of equal muscle) with better customer service. Or is customer service anathema in Kenya?</div><div></div><div> </div><div><font size="2"><span style="font-family: times, serif;">----------------------------------------------------------------------------------------------</span><br style="font-family: times, serif;"></font><font size="2"><span style="font-family: times, serif;">Matunda Nyanchama, PhD, CISSP; mnyanchama@aganoconsulting.com</span><br style="font-family: times, serif;"><span style="font-family: times, serif;">Agano Consulting Inc.; </span><a rel="nofollow" style="font-family: times, serif;" target="_blank" href="http://www.aganoconsulting.com/">www.aganoconsulting.com</a>;
</font><font class="Apple-style-span" size="2">Twitter: <a rel="nofollow" target="_blank" href="http://twitter.com/#%21/nmatunda"><span class="yshortcuts" id="lw_1298476732_5" style="color:rgb(54, 99, 136);">nmatunda; </span></a></font><font class="Apple-style-span" size="2"><span style="text-decoration:underline;"></span>Skype: okiambe</font><font size="2"><span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; font-size: medium; font-family: 'Book Antiqua';"><span class="Apple-style-span" style="font-size: 11px; font-family: verdana, helvetica, sans-serif;"></span></span><br style="font-family: times, serif;"><span style="font-family: times,
serif;">----------------------------------------------------------------------------------------------</span><span style="font-style: italic; font-family: times, serif;"></span><span style="font-family: times, serif;" lang="EN-CA"></span></font></div><style><!--filtered {font-family:"Book Antiqua";panose-1:2 4 6 2 5 3 5 3 3 4;}p.MsoNormal, li.MsoNormal, div.MsoNormal {margin:0in;margin-bottom:.0001pt;font-size:11.0pt;font-family:"Book Antiqua";}p {margin-right:0in;margin-left:0in;font-size:12.0pt;font-family:"Times New Roman";}filtered {margin:1.0in 1.25in 1.0in 1.25in;}div.Section1 {}--></style><div><span style="font-family: times, serif;"><span style="font-size:10pt;">Be prepared for ICT security failures & know how to respond when they happen! <br>Call: <span style="font-weight:bold;">+1-888-587-1150 </span>or <a rel="nofollow" href=""><span style="font-weight:bold;">info@aganoconsulting.com</span></a><br><span
style="font-style:italic;"> </span></span></span><span style="font-family: times, serif;">----------------------------------------------------------------------------------------------</span><span style="font-style: italic; font-family: times, serif;"></span><span style="font-family: times, serif;" lang="EN-CA"></span></div><style>filtered {font-family:"Book Antiqua";}p.MsoNormal, li.MsoNormal, div.MsoNormal {margin:0in 0in 0.0001pt;font-size:11pt;font-family:"Book Antiqua";}p {margin-right:0in;margin-left:0in;font-size:12pt;font-family:"Times New Roman";}filtered {margin:1in 1.25in;}div.Section1 {}</style><div><span style="font-family: times, serif; font-size: 13px;"><div class="MsoPlainText">"The best revenge is massive success" - Frank Sinatra<span style="font-style:italic;"></span></div></span><span style="font-family: times, serif;">-----------------------------------------------------------------------------------------------</span><br
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