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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Thanks Mr Odhiambo,<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'>You are absolutely right and very balanced. It will be wrong if a respected corporate entity of the stature of Airtel attempts to wash a public interest matter under the carpet. We have seen a separate written appeal from a senior Airtel officer asking an organization to register Airtel Money. Other consumer complaints are coming after we placed a request on our website. <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'>So it appears it is a policy by Airtel to interest people to sign up for Airtel Money. This is NOT wrong. It is welcome. What is very wrong is the phone call deception (initiated by Airtel) – as Mr Peter Wakaba initially put it – alleging that it is a requirement by CA. Too many UNSUSPECTING consumers would fall victim. Consumer rights law obligate service providers to provide credible and sufficient information for consumers to gain full benefit from their goods and services: To enable freedom of choice. <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'>It was also wrong for the distinguished Airtel representative to only choose respond to Mr Wakaba, yet the matter had been publicly raised. Naturally that would breed legitimate suspicion and fear for potential ill will – which might not necessarily be the case with Airtel.<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'>This matter shall, therefore, only be put to bed/rest if Airtel fully responds, owning up what it can. Until then, we will flag it as an unresolved corporate integrity issue. That has little to do with Mr Wakaba. <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'>Kind 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><b><u><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Program Officer<o:p></o:p></span></u></b></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 [mailto:kictanet-bounces+hotline=cofek.co.ke@lists.kictanet.or.ke] <b>On Behalf Of </b>Odhiambo Washington via kictanet<br><b>Sent:</b> Tuesday, September 15, 2015 7:30 PM<br><b>To:</b> The Consumers Federation of Kenya (Cofek) <hotline@cofek.co.ke><br><b>Cc:</b> Odhiambo Washington <odhiambo@gmail.com><br><b>Subject:</b> Re: [kictanet] Airtel Misleading Customers<o:p></o:p></span></p><p class=MsoNormal><o:p> </o:p></p><div><p class=MsoNormal>I think the issue has been sorted too, but not fully and the way we expected - no, the way I expected..<o:p></o:p></p><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>However, if there was another member who experienced the same and still doesn't have it sorted, I am very sure they'd ask Peter Wakaba to direct them to where they could also get help.<o:p></o:p></p></div><div><p class=MsoNormal>In his original post, Peter presented the issue like something that was of a general nature and wasn't quite specific to him. Actually, I can infer that he'd hoped someone else had experienced the same and would shed some light. Read the subject - <b>"Airtel Misleading Customers". </b>The subject itself disqualifies the issue from being only personal. And this is where COFEK comes in, much as Peter expressly says he doesn't trust them. However, think about the 'mwananchi wa kawaida' - if they had the same problem. Would they get easily assisted.<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>I think Peter is being selfish here. To him, once he's sorted out, noone else matters. Well, he's being a typical Kenyan who doesn't care about the other as long as they are comfortable. You know the same reason Kenyans cannot manage to push the govt to a corner on issues affecting everyone? Because some of those 'everyone' don't feel the real pinch and so believe they are not exactly affected.<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>I am siding with COFEK on this debate. One, because it was about Airtel Misleading Customers and two because we need solutions that transcend our personal interests. Universal solutions.<o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p><div><p class=MsoNormal>On 15 September 2015 at 19:19, Barrack Otieno 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-top:5.0pt;margin-right:0in;margin-bottom:5.0pt'><p>Ehe,<o:p></o:p></p><p>Sounds like a bulfighting match in Ikolomani. Gentlemen take it easy, i think the issue has been sorted.<o:p></o:p></p><p>Regards<o:p></o:p></p><div><div><div><p class=MsoNormal>On Sep 15, 2015 6:26 PM, "Consumers Federation of Kenya (COFEK) via kictanet" <<a href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">kictanet@lists.kictanet.or.ke</a>> wrote:<o:p></o:p></p></div></div><blockquote style='border:none;border-left:solid #CCCCCC 1.0pt;padding:0in 0in 0in 6.0pt;margin-left:4.8pt;margin-top:5.0pt;margin-right:0in;margin-bottom:5.0pt'><div><div><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Dear Mr Wakaba,</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>That is </span><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:red'>fatally incorrect</span><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>. Read the entire text. Scroll to page 2 and or read this link for page: </span><a href="http://www.cofek.co.ke/index.php/news-and-media/1387-is-airtel-tricking-subscribers-to-hook-up-on-airtel-money?showall=&start=1" target="_blank"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'>http://www.cofek.co.ke/index.php/news-and-media/1387-is-airtel-tricking-subscribers-to-hook-up-on-airtel-money?showall=&start=1</span></a><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>We are a credible, fearless, responsible and highly professional consumer watchdog. We even invited Airtel to give its’ version as a right of reply. </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Regrettably, we reserve the right not to respond to your earlier emotional mail. If you read again, we have no problem with you if you choose to recant and or feel a complaint is solved to your own standards. But we certainly have unresolved issues with the service provider. We look at wider public interest. </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>We invite your membership. In the meantime, do not hesitate to contact us for any other consumer challenge. We are here for you! Good evening</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Kind regards,</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>David Kedode</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b><u><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Program Officer</span></u></b><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><a href="http://www.cofek.co.ke" target="_blank"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'>www.cofek.co.ke</span></a><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><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 [mailto:</span><a href="mailto:kictanet-bounces%2Bhotline" target="_blank"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'>kictanet-bounces+hotline</span></a><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'>=</span><a href="mailto:cofek.co.ke@lists.kictanet.or.ke" target="_blank"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'>cofek.co.ke@lists.kictanet.or.ke</span></a><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'>] <b>On Behalf Of </b>Peter Wakaba via kictanet<br><b>Sent:</b> Tuesday, September 15, 2015 5:52 PM<br><b>To:</b> The Consumers Federation of Kenya (Cofek) <</span><a href="mailto:hotline@cofek.co.ke" target="_blank"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'>hotline@cofek.co.ke</span></a><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'>><br><b>Cc:</b> Peter Wakaba <</span><a href="mailto:peterwakaba@gmail.com" target="_blank"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'>peterwakaba@gmail.com</span></a><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'>><br><b>Subject:</b> Re: [kictanet] Airtel Misleading Customers</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><div><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p></div><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'>Listers,so COFEK has gone on to publish just the first part of my post, without any reference to the latter parts where Airtel came in to try and sort out the matter and my indication that the matter was dealt with.<o:p></o:p></p></div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>I am beginning to see a pattern and a sinister motive here.<o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>On Tue, Sep 15, 2015 at 12:56 PM, Peter Wakaba <<a href="mailto:peterwakaba@gmail.com" target="_blank">peterwakaba@gmail.com</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-top:5.0pt;margin-right:0in;margin-bottom:5.0pt'><div><div><div><div><div><div><div><div><div><div><div><div><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'>I note with a lot of concern the emotive nature in which my original post has been taken.<o:p></o:p></p></div><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'>to answer all the questions raised:<o:p></o:p></p></div><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'>I had a real issue and a real complaint.<o:p></o:p></p></div><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'>I raised it on this platform because I know I could get quick and efficient redress through this forum.<o:p></o:p></p></div><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'>Airtel has handled my complaint in a very efficient and professional manner and the matter has been resolved to my satisfaction.<o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'>How I wish I had as much trust in COFEK forums and avenues to try and get them to assist me get redress.<o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>As we can all see, a consumer with 'egg all over his face' could hardly merit COFEK's attention.<o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p></div><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'>It is not only grossly unfair and unprofessional for COFEK to try and hijack my post for their own ends, it is also blatantly opportunistic and characteristic of the ambulance chasing nature and tactics that has so far characterized their operations to the extent to which i have interacted with them. <br><br>(A friend and I have interacted with you (COFEK) on a different matter and that did not end well)<o:p></o:p></p></div><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'>To insinuate that my complaint was fabricated and to then take a militant approach to the issue to try and railroad me to lodge a complaint with them will not work.<o:p></o:p></p></div><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'>while I respect COFEK CEO Mr Mutoro and the organization which he runs, the approach taken by Mr. Kedode is of a personal nature and makes the issue about me and goes to obfuscate the original intention of the entire post.<o:p></o:p></p></div><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'>In fact, the approach taken by COFEK here is characteristic of the lazy nature of many Kenyan organizations, government and regulator included who sit back and wait for consumers to raise complaints then jump on that bandwagon, rather than holding regulators and operators in the various sectors to abide by global best practice and the parameters as set out in regulations and licenses.<o:p></o:p></p></div><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'>I not only expect Mr Kedode to apologize forthwith for his insinuations and name calling but I also expect him to explain to the list why he is questioning my integrity here and then tell us what they are proactively doing to ensure that mobile phone consumers are getting proper service without waiting to 'jump' on other peoples complaints.<o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>While I appreciate the work done by this organization, to work with COFEK or not is a choice a person makes and my choice has been not to.<o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p></div><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'>And Mr. Kedode just so you know, the reason I am on Airtel and not on safaricom, which is now my secondary line after having owned the sim card for over a decade is because, I cant even begin to expect from 'Safcom' the kind of affordability and efficiency that I am getting from Airtel, the fact not withstanding that I am on first name basis with people over there too.<o:p></o:p></p></div><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'>That being said, I however expect COFEK will continue to make this post about me.<o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>I shudder to think how I might have to further engage with THEM after all that 'rotten egg' on my face<o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p></div><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'>There are a myriad issues and bigger battles waiting for COFEK to pick up and run with without picking fights with minions like me over me trying to sort out my issues and challenges.<o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'> <o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p></div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><div><div><div><div><div><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'> <o:p></o:p></p><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'> <o:p></o:p></p></div></div></div></div></div></div></div></div></div></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><div><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>On Mon, Sep 14, 2015 at 2:14 PM, Ali Hussein via kictanet <<a href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">kictanet@lists.kictanet.or.ke</a>> wrote:<o:p></o:p></p></div></div><blockquote style='border:none;border-left:solid #CCCCCC 1.0pt;padding:0in 0in 0in 6.0pt;margin-left:4.8pt;margin-top:5.0pt;margin-right:0in;margin-bottom:5.0pt'><div><div><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>David and the Consumer Federation<o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>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. <o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'>For you to twist my post for whatever purpose is wrong and out of context.<o:p></o:p></p><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b>Ali Hussein</b><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b>Principal</b><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b>Hussein & Associates</b><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><a href="tel:%2B254%200713%20601113" target="_blank"><span style='font-size:13.5pt;font-family:"Helvetica",sans-serif'>+254 0713 601113</span></a><span style='font-size:13.5pt;font-family:"Helvetica",sans-serif'> / </span><a href="tel:0770906375" target="_blank"><span style='font-size:13.5pt;font-family:"Helvetica",sans-serif'>0770906375</span></a><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:13.5pt;font-family:"Helvetica",sans-serif'> </span><o:p></o:p></p></div><div><p style='margin:0in;margin-bottom:.0001pt'>Twitter: @AliHKassim<o:p></o:p></p><p style='margin:0in;margin-bottom:.0001pt'>Skype: abu-jomo<o:p></o:p></p><p style='margin:0in;margin-bottom:.0001pt'>LinkedIn: <a href="http://ke.linkedin.com/in/alihkassim" target="_blank">http://ke.linkedin.com/in/alihkassim</a><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Blog: <a href="http://www.alyhussein.com/" target="_blank">www.alyhussein.com</a><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>"Discovery consists in seeing what everyone else has seen and thinking what no one else has thought". ~ Albert Szent-Györgyi<o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p></div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Sent from my iPad<o:p></o:p></p></div><div><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'><br>On Sep 14, 2015, at 1:48 PM, Consumers Federation of Kenya (COFEK) <<a href="mailto:hotline@cofek.co.ke" target="_blank">hotline@cofek.co.ke</a>> wrote:<o:p></o:p></p></div><blockquote style='margin-top:5.0pt;margin-bottom:5.0pt'><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Thanks Mr Hussein,</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><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”. </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><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. </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Regards</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>David Kedode</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'>Program Officer</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><a href="http://www.cofek.co.ke" target="_blank"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'>www.cofek.co.ke</span></a><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><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 [</span><a href="mailto:kictanet-bounces+hotline=cofek.co.ke@lists.kictanet.or.ke" target="_blank"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'>mailto:kictanet-bounces+hotline=cofek.co.ke@lists.kictanet.or.ke</span></a><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'>] <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) <</span><a href="mailto:hotline@cofek.co.ke" target="_blank"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'>hotline@cofek.co.ke</span></a><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'>><br><b>Cc:</b> Ali Hussein <</span><a href="mailto:ali@hussein.me.ke" target="_blank"><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'>ali@hussein.me.ke</span></a><span style='font-size:11.0pt;font-family:"Calibri",sans-serif'>><br><b>Subject:</b> Re: [kictanet] Airtel Misleading Customers</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-family:"Georgia",serif'>Peter</span><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-family:"Georgia",serif'> </span><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><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.</span><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-family:"Georgia",serif'> </span><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><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. </span><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-family:"Georgia",serif'> </span><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><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?</span><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-family:"Georgia",serif'> </span><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-family:"Georgia",serif'>Regards</span><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><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: </span><a href="tel:%2B254%20770%20906375" target="_blank"><span style='font-size:10.0pt;font-family:"Georgia",serif'>+254 770 906375</span></a><span style='font-size:10.0pt;font-family:"Georgia",serif'>/ 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: </span><a href="http://ke.linkedin.com/in/alihkassim" target="_blank"><span style='font-size:10.0pt;font-family:"Georgia",serif'>http://ke.linkedin.com/in/alihkassim</span></a><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Georgia",serif'>Blog: </span><a href="http://www.alyhussein.com" target="_blank"><span style='font-size:10.0pt;font-family:"Georgia",serif'>www.alyhussein.com</span></a><span style='font-size:10.0pt;font-family:"Georgia",serif'><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 style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>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-top:5.0pt;margin-right:0in;margin-bottom:5.0pt'><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 style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><br>_______________________________________________<br>kictanet mailing list<br><a href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">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 style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p></div></div></div></div></blockquote></div></div></div><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'><br>_______________________________________________<br>kictanet mailing list<br><a href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">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><o:p></o:p></p></div></div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Unsubscribe or change your options at <a href="https://lists.kictanet.or.ke/mailman/options/kictanet/peterwakaba%40gmail.com" target="_blank">https://lists.kictanet.or.ke/mailman/options/kictanet/peterwakaba%40gmail.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 style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p></div></blockquote></div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p></div></div></div><p class=MsoNormal style='margin-bottom:12.0pt'><br>_______________________________________________<br>kictanet mailing list<br><a href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">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><o:p></o:p></p></div></div><p class=MsoNormal>Unsubscribe or change your options at <a href="https://lists.kictanet.or.ke/mailman/options/kictanet/otieno.barrack%40gmail.com" target="_blank">https://lists.kictanet.or.ke/mailman/options/kictanet/otieno.barrack%40gmail.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><br>_______________________________________________<br>kictanet mailing list<br><a href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">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/odhiambo%40gmail.com" target="_blank">https://lists.kictanet.or.ke/mailman/options/kictanet/odhiambo%40gmail.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><br><br clear=all><o:p></o:p></p><div><p class=MsoNormal><o:p> </o:p></p></div><p class=MsoNormal>-- <o:p></o:p></p><div><p class=MsoNormal>Best regards,<br>Odhiambo WASHINGTON,<br>Nairobi,KE<br>+254733744121/+254722743223<br>"I can't hear you -- I'm using the scrambler."<o:p></o:p></p></div></div></div></div></body></html>