MJ, May I also draw your attention to my personal experience that the CC could not assist. On june 10th, I sent an sms to a number in China but it bounce back with an error- 'Failled by service'. I had to try 3 times before the sms was sent. Instinctly, I checked my balance coz I had just loaded airtime, I had been charge for all the sms. I checked with the guy on yahoo chat I was sending the sms if he received all the 3 so that I can offer an apology, he confirmed receiving only one. I called CC for a refund, I was told once the sms leaves my phone, its charged whether delivered or not. It happen again on 16th July when sending sms on the same number and the response from CC was the same! Honestly, why should customers be charged for a service never delivered? Kind regards, Cliff

-------- Original Message -------- Subject: Re: [kictanet] Deteriorating Safaricom or simply broken systems?? From: Odhiambo Washington <[email protected]> Date: Thu, August 26, 2010 2:37 am To: [email protected] Cc: KICTAnet ICT Policy Discussions <[email protected]>

On Thu, Aug 26, 2010 at 10:45 AM, Brian Munyao Longwe wrote:

Hi Washington,

On Thu, Aug 26, 2010 at 10:39 AM, Odhiambo Washington wrote:

Hi Brian,

I beg to disagree with your supposition that these are "mundane and rather trivial issues". Safaricom does not sell vegetables at Gikomba, nor Mandazi at Kibera. This is their core business and if anything goes wrong with these, as one Harry Truman, put it decades ago, the buck stops with one, Michael Joseph!

PS: MJ - Thank you so much for taking up this issue.

Both you and I have run online service operations - these kind of issues do *not* need the CEO to spend his time on - unless things have deteriorated to abyssmal levels.

Nevertheless his attention is much appreciated.

I am happy to report that after MJ's intervention, Safaricom has "indemnified" me on the case(s) that I complained about. To be precise, I got refunds for the amounts used "out-of-bundle" when their systems delayed in allocating me the bundles I had purchased.

I'd also like to publicly acknowledge their apologies, received from Muthoni Karimi and Jack Siperia. � I feel much better now, as a Safaricom customer, because I have been treated right, thanks to MJ.

-- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ "If you have nothing good to say about someone, just shut up!."

� � � � � � � � -- Lucky Dube

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