M-KOPA Phone Refuses Unlock After Finishing Payment
Dear listers; An M-Kopa client contacted me in April 2023 regarding a phone she had faithfully paid for 34,000/- over a period of time (3yrs) but once she completed paying for it they are unable to unlock the phone. Since March it's been a game of ping pong. They eventually suggested she visits some shop in Westlands where she is supposed to pay for her device to be unlocked. I am looking at the best way to address this since I still believe M-KOPA should not charge a client any more money once the payment for the device has been done. Once a device has been fully paid for I believe they should unconditionally unlock the device without further cost to the client. They are saying the device is out of warranty which is 365 days and any payments out of this period means if the device refuses to unlock you pay for it. Kindly advise before I escalate this consumer abuse.further. Anyone in the list from the above company can contact me off list so that we can resolve this issue amicably.
Hi Peter, I hope the below will help will assist you; 1. Ask the customer to provide you with a signed customer agreement form. 2. Once you confirm that the payment is completed by the customer , the customer can visit their Aftersales centres for phone reviews and resolution. 3. Alternatively, you should contact their customer care number yourself & get to understand why they are asking the customer to make payments. On most occasions, customers usually tamper with devices and thus the reason for payments. On Tue, Jul 11, 2023 at 7:52 PM Peter Osotsi via KICTANet < kictanet@lists.kictanet.or.ke> wrote:
Dear listers;
An M-Kopa client contacted me in April 2023 regarding a phone she had faithfully paid for 34,000/- over a period of time (3yrs) but once she completed paying for it they are unable to unlock the phone. Since March it's been a game of ping pong.
They eventually suggested she visits some shop in Westlands where she is supposed to pay for her device to be unlocked.
I am looking at the best way to address this since I still believe M-KOPA should not charge a client any more money once the payment for the device has been done. Once a device has been fully paid for I believe they should unconditionally unlock the device without further cost to the client. They are saying the device is out of warranty which is 365 days and any payments out of this period means if the device refuses to unlock you pay for it.
Kindly advise before I escalate this consumer abuse.further. Anyone in the list from the above company can contact me off list so that we can resolve this issue amicably. _______________________________________________ KICTANet mailing list -- kictanet@lists.kictanet.or.ke To unsubscribe send an email to kictanet-leave@lists.kictanet.or.ke Unsubscribe or change your options at: https://mm3-lists.kictanet.or.ke/mm/lists/kictanet.lists.kictanet.or.ke/
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Predatory tendencies. Sounds like Mogo. Keep us posted. Best Regards On Tue, 11 Jul 2023, 8:50 pm ronaldkoech--- via KICTANet, < kictanet@lists.kictanet.or.ke> wrote:
Hi Peter,
I hope the below will help will assist you;
1. Ask the customer to provide you with a signed customer agreement form. 2. Once you confirm that the payment is completed by the customer , the customer can visit their Aftersales centres for phone reviews and resolution. 3. Alternatively, you should contact their customer care number yourself & get to understand why they are asking the customer to make payments. On most occasions, customers usually tamper with devices and thus the reason for payments.
On Tue, Jul 11, 2023 at 7:52 PM Peter Osotsi via KICTANet < kictanet@lists.kictanet.or.ke> wrote:
Dear listers;
An M-Kopa client contacted me in April 2023 regarding a phone she had faithfully paid for 34,000/- over a period of time (3yrs) but once she completed paying for it they are unable to unlock the phone. Since March it's been a game of ping pong.
They eventually suggested she visits some shop in Westlands where she is supposed to pay for her device to be unlocked.
I am looking at the best way to address this since I still believe M-KOPA should not charge a client any more money once the payment for the device has been done. Once a device has been fully paid for I believe they should unconditionally unlock the device without further cost to the client. They are saying the device is out of warranty which is 365 days and any payments out of this period means if the device refuses to unlock you pay for it.
Kindly advise before I escalate this consumer abuse.further. Anyone in the list from the above company can contact me off list so that we can resolve this issue amicably. _______________________________________________ KICTANet mailing list -- kictanet@lists.kictanet.or.ke To unsubscribe send an email to kictanet-leave@lists.kictanet.or.ke Unsubscribe or change your options at: https://mm3-lists.kictanet.or.ke/mm/lists/kictanet.lists.kictanet.or.ke/
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KICTANet is a multi-stakeholder Think Tank for people and institutions interested and involved in ICT policy and regulation. KICTANet is a catalyst for reform in the Information and Communication Technology sector. Its work is guided by four pillars of Policy Advocacy, Capacity Building, Research, and Stakeholder Engagement.
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.
KICTANet - The Power of Communities, is Kenya's premier ICT policy engagement platform.
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KICTANet is a multi-stakeholder Think Tank for people and institutions interested and involved in ICT policy and regulation. KICTANet is a catalyst for reform in the Information and Communication Technology sector. Its work is guided by four pillars of Policy Advocacy, Capacity Building, Research, and Stakeholder Engagement.
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.
KICTANet - The Power of Communities, is Kenya's premier ICT policy engagement platform.
Very fast. File a complaint with the Competition Authority of Kenya without further reference to them. @complaints@cak.go.ke <complaints@cak.go.ke> That is unconscionable conduct. Regards, JG On Tue, 11 Jul 2023, 19:43 Peter Osotsi via KICTANet, < kictanet@lists.kictanet.or.ke> wrote:
Dear listers;
An M-Kopa client contacted me in April 2023 regarding a phone she had faithfully paid for 34,000/- over a period of time (3yrs) but once she completed paying for it they are unable to unlock the phone. Since March it's been a game of ping pong.
They eventually suggested she visits some shop in Westlands where she is supposed to pay for her device to be unlocked.
I am looking at the best way to address this since I still believe M-KOPA should not charge a client any more money once the payment for the device has been done. Once a device has been fully paid for I believe they should unconditionally unlock the device without further cost to the client. They are saying the device is out of warranty which is 365 days and any payments out of this period means if the device refuses to unlock you pay for it.
Kindly advise before I escalate this consumer abuse.further. Anyone in the list from the above company can contact me off list so that we can resolve this issue amicably. _______________________________________________ KICTANet mailing list -- kictanet@lists.kictanet.or.ke To unsubscribe send an email to kictanet-leave@lists.kictanet.or.ke Unsubscribe or change your options at: https://mm3-lists.kictanet.or.ke/mm/lists/kictanet.lists.kictanet.or.ke/
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KICTANet is a multi-stakeholder Think Tank for people and institutions interested and involved in ICT policy and regulation. KICTANet is a catalyst for reform in the Information and Communication Technology sector. Its work is guided by four pillars of Policy Advocacy, Capacity Building, Research, and Stakeholder Engagement.
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.
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Meanwhile, you might need to read this: https://qz.com/emails/quartz-weekend-brief/1850499056/the-pwnership-of-owner... On Wed, 12 Jul 2023, 8:49 am James Mbugua via KICTANet, < kictanet@lists.kictanet.or.ke> wrote:
Very fast.
File a complaint with the Competition Authority of Kenya without further reference to them.
@complaints@cak.go.ke <complaints@cak.go.ke>
That is unconscionable conduct.
Regards,
JG
On Tue, 11 Jul 2023, 19:43 Peter Osotsi via KICTANet, < kictanet@lists.kictanet.or.ke> wrote:
Dear listers;
An M-Kopa client contacted me in April 2023 regarding a phone she had faithfully paid for 34,000/- over a period of time (3yrs) but once she completed paying for it they are unable to unlock the phone. Since March it's been a game of ping pong.
They eventually suggested she visits some shop in Westlands where she is supposed to pay for her device to be unlocked.
I am looking at the best way to address this since I still believe M-KOPA should not charge a client any more money once the payment for the device has been done. Once a device has been fully paid for I believe they should unconditionally unlock the device without further cost to the client. They are saying the device is out of warranty which is 365 days and any payments out of this period means if the device refuses to unlock you pay for it.
Kindly advise before I escalate this consumer abuse.further. Anyone in the list from the above company can contact me off list so that we can resolve this issue amicably. _______________________________________________ KICTANet mailing list -- kictanet@lists.kictanet.or.ke To unsubscribe send an email to kictanet-leave@lists.kictanet.or.ke Unsubscribe or change your options at: https://mm3-lists.kictanet.or.ke/mm/lists/kictanet.lists.kictanet.or.ke/
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KICTANet is a multi-stakeholder Think Tank for people and institutions interested and involved in ICT policy and regulation. KICTANet is a catalyst for reform in the Information and Communication Technology sector. Its work is guided by four pillars of Policy Advocacy, Capacity Building, Research, and Stakeholder Engagement.
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.
KICTANet - The Power of Communities, is Kenya's premier ICT policy engagement platform.
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KICTANet is a multi-stakeholder Think Tank for people and institutions interested and involved in ICT policy and regulation. KICTANet is a catalyst for reform in the Information and Communication Technology sector. Its work is guided by four pillars of Policy Advocacy, Capacity Building, Research, and Stakeholder Engagement.
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.
KICTANet - The Power of Communities, is Kenya's premier ICT policy engagement platform.
Peter I find it difficult to understand this. BNPL has been with us for a while. I think M-Kopa just needs to scale up its client service processes. Regards *Ali Hussein* Fintech | Digital Transformation Tel: +254 713 601113 Twitter: @AliHKassim LinkedIn: Ali's Profile <http://ke.linkedin.com/in/alihkassim> <http://ke.linkedin.com/in/alihkassim> 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. On Tue, Jul 11, 2023 at 7:43 PM Peter Osotsi via KICTANet < kictanet@lists.kictanet.or.ke> wrote:
Dear listers;
An M-Kopa client contacted me in April 2023 regarding a phone she had faithfully paid for 34,000/- over a period of time (3yrs) but once she completed paying for it they are unable to unlock the phone. Since March it's been a game of ping pong.
They eventually suggested she visits some shop in Westlands where she is supposed to pay for her device to be unlocked.
I am looking at the best way to address this since I still believe M-KOPA should not charge a client any more money once the payment for the device has been done. Once a device has been fully paid for I believe they should unconditionally unlock the device without further cost to the client. They are saying the device is out of warranty which is 365 days and any payments out of this period means if the device refuses to unlock you pay for it.
Kindly advise before I escalate this consumer abuse.further. Anyone in the list from the above company can contact me off list so that we can resolve this issue amicably. _______________________________________________ KICTANet mailing list -- kictanet@lists.kictanet.or.ke To unsubscribe send an email to kictanet-leave@lists.kictanet.or.ke Unsubscribe or change your options at: https://mm3-lists.kictanet.or.ke/mm/lists/kictanet.lists.kictanet.or.ke/
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KICTANet is a multi-stakeholder Think Tank for people and institutions interested and involved in ICT policy and regulation. KICTANet is a catalyst for reform in the Information and Communication Technology sector. Its work is guided by four pillars of Policy Advocacy, Capacity Building, Research, and Stakeholder Engagement.
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.
KICTANet - The Power of Communities, is Kenya's premier ICT policy engagement platform.
Listers, This seems to be the trend in most of these instalment paying systems. Whilst you're still paying instalments, issues seem to be resolved quite fast. However, immediately upon the last payment, a *major breakdown* happens, and guess what? When you call for a resolution you are told you're out of warranty period and you need to pay x amount for a technician to be sent! Add Sunculture to the list that seems to have M-Kopa and Mogo. I refused to pay Sunculture 2500 that was demanded, and my solar pump has remain nonfunctional for the past 3 months. I think it's important that these malpractices are called out and the offender taken to task. Twahir On Tue, Jul 11, 2023, 7:42 PM Peter Osotsi via KICTANet < kictanet@lists.kictanet.or.ke> wrote:
Dear listers;
An M-Kopa client contacted me in April 2023 regarding a phone she had faithfully paid for 34,000/- over a period of time (3yrs) but once she completed paying for it they are unable to unlock the phone. Since March it's been a game of ping pong.
They eventually suggested she visits some shop in Westlands where she is supposed to pay for her device to be unlocked.
I am looking at the best way to address this since I still believe M-KOPA should not charge a client any more money once the payment for the device has been done. Once a device has been fully paid for I believe they should unconditionally unlock the device without further cost to the client. They are saying the device is out of warranty which is 365 days and any payments out of this period means if the device refuses to unlock you pay for it.
Kindly advise before I escalate this consumer abuse.further. Anyone in the list from the above company can contact me off list so that we can resolve this issue amicably. _______________________________________________ KICTANet mailing list -- kictanet@lists.kictanet.or.ke To unsubscribe send an email to kictanet-leave@lists.kictanet.or.ke Unsubscribe or change your options at: https://mm3-lists.kictanet.or.ke/mm/lists/kictanet.lists.kictanet.or.ke/
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KICTANet is a multi-stakeholder Think Tank for people and institutions interested and involved in ICT policy and regulation. KICTANet is a catalyst for reform in the Information and Communication Technology sector. Its work is guided by four pillars of Policy Advocacy, Capacity Building, Research, and Stakeholder Engagement.
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.
KICTANet - The Power of Communities, is Kenya's premier ICT policy engagement platform.
Wow, such audacity. I ddin't know it's across board On Sat, 15 Jul 2023 at 09:00, Twahir Hussein Kassim via KICTANet < kictanet@lists.kictanet.or.ke> wrote:
Listers,
This seems to be the trend in most of these instalment paying systems. Whilst you're still paying instalments, issues seem to be resolved quite fast. However, immediately upon the last payment, a *major breakdown* happens, and guess what? When you call for a resolution you are told you're out of warranty period and you need to pay x amount for a technician to be sent!
Add Sunculture to the list that seems to have M-Kopa and Mogo. I refused to pay Sunculture 2500 that was demanded, and my solar pump has remain nonfunctional for the past 3 months.
I think it's important that these malpractices are called out and the offender taken to task.
Twahir
On Tue, Jul 11, 2023, 7:42 PM Peter Osotsi via KICTANet < kictanet@lists.kictanet.or.ke> wrote:
Dear listers;
An M-Kopa client contacted me in April 2023 regarding a phone she had faithfully paid for 34,000/- over a period of time (3yrs) but once she completed paying for it they are unable to unlock the phone. Since March it's been a game of ping pong.
They eventually suggested she visits some shop in Westlands where she is supposed to pay for her device to be unlocked.
I am looking at the best way to address this since I still believe M-KOPA should not charge a client any more money once the payment for the device has been done. Once a device has been fully paid for I believe they should unconditionally unlock the device without further cost to the client. They are saying the device is out of warranty which is 365 days and any payments out of this period means if the device refuses to unlock you pay for it.
Kindly advise before I escalate this consumer abuse.further. Anyone in the list from the above company can contact me off list so that we can resolve this issue amicably. _______________________________________________ KICTANet mailing list -- kictanet@lists.kictanet.or.ke To unsubscribe send an email to kictanet-leave@lists.kictanet.or.ke Unsubscribe or change your options at: https://mm3-lists.kictanet.or.ke/mm/lists/kictanet.lists.kictanet.or.ke/
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KICTANet is a multi-stakeholder Think Tank for people and institutions interested and involved in ICT policy and regulation. KICTANet is a catalyst for reform in the Information and Communication Technology sector. Its work is guided by four pillars of Policy Advocacy, Capacity Building, Research, and Stakeholder Engagement.
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.
KICTANet - The Power of Communities, is Kenya's premier ICT policy engagement platform.
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KICTANet is a multi-stakeholder Think Tank for people and institutions interested and involved in ICT policy and regulation. KICTANet is a catalyst for reform in the Information and Communication Technology sector. Its work is guided by four pillars of Policy Advocacy, Capacity Building, Research, and Stakeholder Engagement.
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.
KICTANet - The Power of Communities, is Kenya's premier ICT policy engagement platform.
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participants (7)
-
Ali Hussein -
Barrack Otieno -
Faustine Ngila -
James Mbugua -
Peter Osotsi -
ronaldkoechï¼ gmail.com -
Twahir Hussein Kassim