<html><head><meta http-equiv="content-type" content="text/html; charset=utf-8"></head><body dir="auto"><div>David and the Consumer Federation</div><div><br></div><div>I must protest. My point was not to allude what you have said. In my humble opinion there is absolutely no problem with raising issues of customer complaints on lists like this and/or on social media. Mine was to sensitive all of us of the missed opportunities coming from treating the issue of customer service subjectively and through people we know. </div><div><br></div><div>For you to twist my post for whatever purpose is wrong and out of context.<br><br><div><span style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.294118); -webkit-composition-fill-color: rgba(175, 192, 227, 0.231373);"><b>Ali Hussein</b></span></div><div><span style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.294118); -webkit-composition-fill-color: rgba(175, 192, 227, 0.231373);"><b>Principal</b></span></div><div><b style="background-color: rgba(255, 255, 255, 0);">Hussein & Associates</b></div><div style="font-family: Helvetica; font-size: medium; -webkit-tap-highlight-color: rgba(26, 26, 26, 0.296875); -webkit-composition-fill-color: rgba(175, 192, 227, 0.230469); -webkit-composition-frame-color: rgba(77, 128, 180, 0.230469); -webkit-text-size-adjust: auto; ">+254 0713 601113 / 0770906375</div><div style="font-family: Helvetica; font-size: medium; -webkit-tap-highlight-color: rgba(26, 26, 26, 0.296875); -webkit-composition-fill-color: rgba(175, 192, 227, 0.230469); -webkit-composition-frame-color: rgba(77, 128, 180, 0.230469); -webkit-text-size-adjust: auto; "><br></div><div><p style="margin: 0in 0in 0pt;"><span style="background-color: rgba(255, 255, 255, 0);">Twitter: @AliHKassim</span></p><span style="background-color: rgba(255, 255, 255, 0);"><font></font></span><p style="margin: 0in 0in 0pt;"><span style="background-color: rgba(255, 255, 255, 0);">Skype: abu-jomo</span></p><p style="margin: 0in 0in 0pt;"><span style="background-color: rgba(255, 255, 255, 0);">LinkedIn: <a href="http://ke.linkedin.com/in/alihkassim" target="_blank">http://ke.linkedin.com/in/alihkassim</a><a href="http://ke.linkedin.com/in/alihkassim" target="_blank"><span style="text-decoration: none;"></span></a></span></p><span style="background-color: rgba(255, 255, 255, 0);"><font></font></span><p style="margin: 0in 0in 0pt;"></p><font><span style="background-color: rgba(255, 255, 255, 0);">Blog: <a href="http://www.alyhussein.com/" target="_blank">www.alyhussein.com</a></span><br></font></div><div><span style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.292969); -webkit-composition-fill-color: rgba(175, 192, 227, 0.230469); -webkit-composition-frame-color: rgba(77, 128, 180, 0.230469); "><br></span></div><div>"Discovery consists in seeing what everyone else has seen and thinking what no one else has thought". ~ Albert Szent-Györgyi</div><div><span style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.294118); -webkit-composition-fill-color: rgba(175, 192, 227, 0.231373);"><br></span></div>Sent from my iPad</div><div><br>On Sep 14, 2015, at 1:48 PM, Consumers Federation of Kenya (COFEK) <<a href="mailto:hotline@cofek.co.ke">hotline@cofek.co.ke</a>> wrote:<br><br></div><blockquote type="cite"><div><meta http-equiv="Content-Type" content="text/html; charset=utf-8"><meta name="Generator" content="Microsoft Word 15 (filtered medium)"><style><!--
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</o:shapelayout></xml><![endif]--><div class="WordSection1"><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Thanks Mr Hussein,<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">Exactly our point, sir. It is euphemism for cover-up. Sadly, this is how we compromise ourselves and the interest of other consumers. Mr Wakaba went out (in detail) to describe how Airtel made him unhappy. Apparently, he is mute over how they have made him possibly “happy” or “too scared to speak out”. <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">Eventually, both Airtel and the complainant remains with a (rotten) egg on their faces! It is a matter of integrity here. We are watching both Mr Wakaba and Airtel to come clean. Or else we will be seen to be using this List to advance wrong interests. <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">Regards<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">David Kedode<o:p></o:p></span></p><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Program Officer<o:p></o:p></span></p><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"><a href="http://www.cofek.co.ke">www.cofek.co.ke</a> <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"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> kictanet [<a href="mailto:kictanet-bounces+hotline=cofek.co.ke@lists.kictanet.or.ke">mailto:kictanet-bounces+hotline=cofek.co.ke@lists.kictanet.or.ke</a>] <b>On Behalf Of </b>Ali Hussein via kictanet<br><b>Sent:</b> Monday, September 14, 2015 11:32 AM<br><b>To:</b> The Consumers Federation of Kenya (Cofek) <<a href="mailto:hotline@cofek.co.ke">hotline@cofek.co.ke</a>><br><b>Cc:</b> Ali Hussein <<a href="mailto:ali@hussein.me.ke">ali@hussein.me.ke</a>><br><b>Subject:</b> Re: [kictanet] Airtel Misleading Customers<o:p></o:p></span></p><p class="MsoNormal"><o:p> </o:p></p><div><div><p class="MsoNormal"><span style="font-family:"Georgia",serif">Peter<o:p></o:p></span></p></div><div><p class="MsoNormal"><span style="font-family:"Georgia",serif"><o:p> </o:p></span></p></div><div><p class="MsoNormal"><span style="font-family:"Georgia",serif">Great to hear you were sorted. I however have a problem with that. And its a problem across most of our organisations. This is one of Customer Service. And its a culture we must inculcate in our teams.<o:p></o:p></span></p></div><div><p class="MsoNormal"><span style="font-family:"Georgia",serif"><o:p> </o:p></span></p></div><div><p class="MsoNormal"><span style="font-family:"Georgia",serif">I don't need to speak to a Dick Omondi, (Airtel), Steve Chege (Safaricom) or Mohammed Jeneby (Zuku) to get service. <o:p></o:p></span></p></div><div><p class="MsoNormal"><span style="font-family:"Georgia",serif"><o:p> </o:p></span></p></div><div><p class="MsoNormal"><span style="font-family:"Georgia",serif">Imagine how many Kenyans are out there who don't know the above and their equivalents in Corporate Kenya?<o:p></o:p></span></p></div><div><p class="MsoNormal"><span style="font-family:"Georgia",serif"><o:p> </o:p></span></p></div><div><p class="MsoNormal"><span style="font-family:"Georgia",serif">Regards<o:p></o:p></span></p></div><div><p class="MsoNormal"><br clear="all"><o:p></o:p></p><div><div><div><div><div><div><p style="margin:0in;margin-bottom:.0001pt"><b><span style="font-size:10.0pt;font-family:"Georgia",serif">Ali Hussein</span></b><o:p></o:p></p><p style="margin:0in;margin-bottom:.0001pt"><b><span style="font-size:10.0pt;font-family:"Georgia",serif">Hussein & Associates</span></b><o:p></o:p></p><p style="margin:0in;margin-bottom:.0001pt"><span style="font-size:10.0pt"> </span><o:p></o:p></p><p style="margin:0in;margin-bottom:.0001pt"><span style="font-size:10.0pt;font-family:"Georgia",serif">Tel: +254 770 906375/ 713 601113</span><o:p></o:p></p><p style="margin:0in;margin-bottom:.0001pt"><span style="font-size:10.0pt;font-family:"Georgia",serif">Twitter: @AliHKassim</span><o:p></o:p></p><p style="margin:0in;margin-bottom:.0001pt"><span style="font-size:10.0pt;font-family:"Georgia",serif">Skype: abu-jomo</span><o:p></o:p></p><p style="margin:0in;margin-bottom:.0001pt"><span style="font-size:10.0pt;font-family:"Georgia",serif">LinkedIn: <a href="http://ke.linkedin.com/in/alihkassim" target="_blank">http://ke.linkedin.com/in/alihkassim</a></span><o:p></o:p></p><p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Georgia",serif">Blog: <a href="http://www.alyhussein.com" target="_blank">www.alyhussein.com</a><br><br><br></span><span style="font-size:7.5pt;font-family:"Georgia",serif">Any information of a personal nature expressed in this email are purely mine and do not necessarily reflect the official positions of the organizations that I work with.</span> <o:p></o:p></p></div></div></div></div></div></div><p class="MsoNormal"><o:p> </o:p></p><div><p class="MsoNormal">On Mon, Sep 14, 2015 at 9:41 AM, Peter Wakaba via kictanet <<a href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">kictanet@lists.kictanet.or.ke</a>> wrote:<o:p></o:p></p><blockquote style="border:none;border-left:solid #CCCCCC 1.0pt;padding:0in 0in 0in 6.0pt;margin-left:4.8pt;margin-right:0in"><p>Listers,<o:p></o:p></p><p>This matter has now been brought to a very satisfactory conclusion after engaging with the very helpful customer care at Airtel.<o:p></o:p></p><p>Much obliged for the help from Dick Omondi.<o:p></o:p></p><p>In hindsight how I wish all our service providers were as responsive and helpful.<o:p></o:p></p><p class="MsoNormal"><br>_______________________________________________<br>kictanet mailing list<br><a href="mailto:kictanet@lists.kictanet.or.ke">kictanet@lists.kictanet.or.ke</a><br><a href="https://lists.kictanet.or.ke/mailman/listinfo/kictanet" target="_blank">https://lists.kictanet.or.ke/mailman/listinfo/kictanet</a><br><br>Unsubscribe or change your options at <a href="https://lists.kictanet.or.ke/mailman/options/kictanet/info%40alyhussein.com" target="_blank">https://lists.kictanet.or.ke/mailman/options/kictanet/info%40alyhussein.com</a><br><br>The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.<br><br>KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.<o:p></o:p></p></blockquote></div><p class="MsoNormal"><o:p> </o:p></p></div></div></div></div></blockquote></body></html>