Re: [kictanet] Airtel Misleading Customers

16 Sep 2015

      Dear Mr Kivuva,

Excellent. Precise and to the point: The affected MNO must show cause why the regulator (CA) should not apply relevant regulations to punish it for the unethical business practices. Naturally, offences against the State (the public) cannot be forgiven by the DPP (it’s only the Courts or regulator/Tribunal). Thank you.

David Kedode

Program Officer

www.cofek.co.ke <http://www.cofek.co.ke> 

From: Mwendwa Kivuva [mailto:lordmwesh@gmail.com] 
Sent: Wednesday, September 16, 2015 12:22 PM
To: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke>
Cc: Consumers Federation of Kenya (COFEK) <hotline@cofek.co.ke>
Subject: Re: [kictanet] Airtel Misleading Customers

Let me weigh in on this, and respectfully disagree with some listers. This issue is not about Wakaba despite all emotion shown by all parties.

The issue is 
1. if "Airtel has used unfair and illegal business practices" to lure clients. 
2. If service providers abuse their trust on clients and how they can be reigned in.
...
From the posts, COFEK has alluded to having received several complaint of the same nature from Airtel customers. This is indeed a case that should be taken to the next level even if some clients recant their evidence. It's a matter of importance to the general consumers, not individuals.
And COFEK is not under trial here, so issues of Subaru Kenya, and membership of joining COFEK are just side shows.

Regards 

Dear All,

Good afternoon. Over and above What Mr Kioko has said, we appreciate Mr Wakaba for giving us enough publicity on this respected list – which we keenly follow but rarely comment! 

We, however, feel that Mr Wakaba is being diversionary and shadow-boxing as a pawn in wars reasonably beyond him. They are for the MNO. Why is he concealing the “how” of how his complaint was reportedly “brought to a very satisfactory conclusion …”. Was he compensated? Was it an apology? Was it ….? How does Cofek come in? Does he have a single complaint on Cofek? Or he is complaining by proxy?

Cofek is registered as a membership Federation under Societies Act, Cap 108(Sec10). Subscriptions are a major revenue stream. How does someone owning a Subaru (as one described be one Njoki Chege) and taking it to a major garage be unwilling to pay subs to be assisted? Besides the law requires the same. How can a top journalist like Mr Wakaba be unable and or unwilling to pay an equivalent of Sh500 per month (Sh6000 annual subs) yet he has unrealistic expectations of us as though we are taxpayer-funded? How do we pay rent, staff or office operations?

Be that as it may, we go out of our way, daily,  to answer phones, (email/twitter) questions, advise and even take up litigation for those who genuinely cannot afford our subs. We end up paying costs for a few lost cases. On overall consumer policy and regulatory issues, we assist all consumers including Mr Wakaba! For Mr Wakaba’s comfort, we have disengaged him on our Twitter account hoping that helps. 

Back to the main issue: We will soon compile a report and pass to the regulator. If necessary, it may be shared here. We hope that we will be pushed to comment again, here, on this matter. Hope it rests there. Thank you all. 

Kind regards

David Kedode

Program Officer

www.cofek.co.ke <http://www.cofek.co.ke>  

From: kictanet [mailto:kictanet-bounces+hotline <mailto:kictanet-bounces%2Bhotline> =cofek.co.ke@lists.kictanet.or.ke <mailto:cofek.co.ke@lists.kictanet.or.ke> ] On Behalf Of Bernard Kioko via kictanet
Sent: Wednesday, September 16, 2015 10:54 AM
To: The Consumers Federation of Kenya (Cofek) <hotline@cofek.co.ke <mailto:hotline@cofek.co.ke> >
Cc: Bernard Kioko <bkioko@bernsoft.com <mailto:bkioko@bernsoft.com> >
Subject: Re: [kictanet] Airtel Misleading Customers

Peter,

With utmost respect to you and COFEK, here is my view.

For a second ignore COFEK in this. Consider the rest of us.

You came here and raised an issue and you gave details of that issue. 

You say, the issue has been resolved. Fair enough and we are glad you got a solution. Please tell us what the resolution was because it would be good for us to know and it’s also the spirit of forums like this.

Is this a difficult thing to ask for? Was the resolution subject to confidentiality in which case we can respect that by letting go?

Also, the more you refuse to disclose the resolution to your issue, the more you justify COFEKs view and sentiments (which to me seem to habor details I am not interested in).

Just my view.

Regards

From: kictanet [mailto:kictanet-bounces+bkioko=bernsoft.com@lists.kictanet.or.ke] On Behalf Of Peter Wakaba via kictanet
Sent: Wednesday, September 16, 2015 10:43 AM
To: bkioko@bernsoft.com <mailto:bkioko@bernsoft.com> 
Cc: Peter Wakaba
Subject: Re: [kictanet] Airtel Misleading Customers

Washington, 

the last time I had issues with a telco, It was Safaricom and it was an office connection.

At that point I had both an Telkom Kenya connection and a safaricom one.

I raised the issue of quality of the connection here despite not having been the person who penned the lease but rather the user.

That was taken offline too and I do not remember anyone even batting an eyelid. Three years later, i can tell you that because of the quick response from Safaricom then, they now have a dedicated long term contract for a fiber connection from a Chinese Multinational who is a heavy bandwidth consumer.

That is what good service is supposed to do.  lock in clients.

Maybe that is what COFEK is trying to do. Carve its own niche.

On Wed, Sep 16, 2015 at 10:36 AM, Peter Wakaba <peterwakaba@gmail.com <mailto:peterwakaba@gmail.com> > wrote:

Now I am being called selfish for trying to get solutions to my problems.

I do no think that me feeling and saying that my issue has been resolved should present a problem.

That COFEK should try and push me to the wall because I am saying my issue has been resolved is grossly unfair.

While I understand that this is an issue bigger than just me, this is where I am coming from:

In the past I have referred to COFEK a friend who took his car to Subaru Kenya for service after an advertised offer and the mechanics there messed it up and he incurred huge extra repair costs.

COFEK demanded that he first register with them and acquire membership before they could take up his issue.

This costs money. 

We declined and handled the issue in a different way.

So if I had caved in the first instance on this issue and COFEK would we be reading from the same script?

Would COFEK also ask me to become a member before resolving assisting in resolving my issue? (they have actually done that in the above posts).

Are they actually taking us back to where we started?

Is COFEK now trying to mislead Kenyans to register membership with them (subscription with cost implications) so as to get their complaints handled?

What about other Kenyans who have no money to pay for membership and have unresolved issues?

Why continue using me( even tagging me to their post on twitter)?

What are they hoping to stir up?

I have repeatedly said, MY ISSUE HAS BEEN RESOLVED.

I DO NOT WANT COFEK ASSISTANCE NOW. IF AND WHEN I DO, GENTLEMEN BELIEVE ME, I KNOW WHERE TO FIND YOU AND I WILL PUT MY CASE ADEQUATELY. i hope then you will be as militant and eager to assist me.

If this issue is not about me, and is about the general public there are many ways of dealing with this without making me or anyone else look bad.

While I do not even purport to speak for Airtel, they have handled my issue to my satisfaction. 

Again...The fact that I was able to get my issue resolved should not be used to demonize me.

On Tue, Sep 15, 2015 at 7:57 PM, Consumers Federation of Kenya (COFEK) via kictanet <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke> > wrote:

Thanks Mr Odhiambo,

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. 

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. 

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.

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. 

Kind regards

David Kedode

Program Officer

www.cofek.co.ke <http://www.cofek.co.ke>  

From: kictanet [mailto:kictanet-bounces+hotline <mailto:kictanet-bounces%2Bhotline> =cofek.co.ke@lists.kictanet.or.ke <mailto:cofek.co.ke@lists.kictanet.or.ke> ] On Behalf Of Odhiambo Washington via kictanet
Sent: Tuesday, September 15, 2015 7:30 PM
To: The Consumers Federation of Kenya (Cofek) <hotline@cofek.co.ke <mailto:hotline@cofek.co.ke> >
Cc: Odhiambo Washington <odhiambo@gmail.com <mailto:odhiambo@gmail.com> >

Subject: Re: [kictanet] Airtel Misleading Customers

I think the issue has been sorted too, but not fully and the way we expected - no, the way I expected..

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.

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 - "Airtel Misleading Customers". 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.

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.

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.

On 15 September 2015 at 19:19, Barrack Otieno via kictanet <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke> > wrote:

Ehe,

Sounds like a bulfighting match in Ikolomani. Gentlemen take it easy, i think the issue has been sorted.

Regards

On Sep 15, 2015 6:26 PM, "Consumers Federation of Kenya (COFEK) via kictanet" <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke> > wrote:

Dear Mr Wakaba,

That is fatally incorrect. Read the entire text. Scroll to page 2 and or read this link for page:  <http://www.cofek.co.ke/index.php/news-and-media/1387-is-airtel-tricking-subscribers-to-hook-up-on-airtel-money?showall=&start=1> http://www.cofek.co.ke/index.php/news-and-media/1387-is-airtel-tricking-subscribers-to-hook-up-on-airtel-money?showall=&start=1

We are a credible, fearless, responsible and highly professional consumer watchdog. We even invited Airtel to give its’ version as a right of reply. 

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. 

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

Kind regards,

David Kedode

Program Officer

 <http://www.cofek.co.ke> www.cofek.co.ke

From: kictanet [mailto: <mailto:kictanet-bounces%2Bhotline> kictanet-bounces+hotline= <mailto:cofek.co.ke@lists.kictanet.or.ke> cofek.co.ke@lists.kictanet.or.ke] On Behalf Of Peter Wakaba via kictanet
Sent: Tuesday, September 15, 2015 5:52 PM
To: The Consumers Federation of Kenya (Cofek) < <mailto:hotline@cofek.co.ke> hotline@cofek.co.ke>
Cc: Peter Wakaba < <mailto:peterwakaba@gmail.com> peterwakaba@gmail.com>
Subject: Re: [kictanet] Airtel Misleading Customers

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.

I am beginning to see a pattern and a sinister motive here.

On Tue, Sep 15, 2015 at 12:56 PM, Peter Wakaba <peterwakaba@gmail.com <mailto:peterwakaba@gmail.com> > wrote:

I note with a lot of concern the emotive nature in which my original post has been taken.

to answer all the questions raised:

I had a real issue and a real complaint.

I raised it on this platform because I know I could get quick and efficient redress through this forum.

Airtel has handled my complaint in a very efficient and professional manner and the matter has been resolved to my satisfaction.

How I wish I had as much trust in COFEK forums and avenues to try and get them to assist me get redress.

As we can all see, a consumer with 'egg all over his face' could hardly merit COFEK's attention.

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. 

(A friend and I have interacted with you (COFEK)  on a different matter and that did not end well)

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.

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.

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.

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.

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.

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.

That being said, I however expect COFEK will continue to make this post about me.

I shudder to think how I might have to further engage with THEM after all that 'rotten egg' on my face

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.

On Mon, Sep 14, 2015 at 2:14 PM, Ali Hussein via kictanet <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke> > wrote:

David and the Consumer Federation

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. 

For you to twist my post for whatever purpose is wrong and out of context.

Ali Hussein

Principal

Hussein & Associates

 <tel:%2B254%200713%20601113> +254 0713 601113 /  <tel:0770906375> 0770906375

Twitter: @AliHKassim

Skype: abu-jomo

LinkedIn: http://ke.linkedin.com/in/alihkassim

Blog: www.alyhussein.com <http://www.alyhussein.com/> 

"Discovery consists in seeing what everyone else has seen and thinking what no one else has thought".  ~ Albert Szent-Györgyi

Sent from my iPad

On Sep 14, 2015, at 1:48 PM, Consumers Federation of Kenya (COFEK) <hotline@cofek.co.ke <mailto:hotline@cofek.co.ke> > wrote:

Thanks Mr Hussein,

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”. 

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. 

Regards

David Kedode

Program Officer

 <http://www.cofek.co.ke> www.cofek.co.ke 

From: kictanet [ <mailto:kictanet-bounces+hotline=cofek.co.ke@lists.kictanet.or.ke> mailto:kictanet-bounces+hotline=cofek.co.ke@lists.kictanet.or.ke] On Behalf Of Ali Hussein via kictanet
Sent: Monday, September 14, 2015 11:32 AM
To: The Consumers Federation of Kenya (Cofek) < <mailto:hotline@cofek.co.ke> hotline@cofek.co.ke>
Cc: Ali Hussein < <mailto:ali@hussein.me.ke> ali@hussein.me.ke>
Subject: Re: [kictanet] Airtel Misleading Customers

Peter

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.

I don't need to speak to a Dick Omondi, (Airtel), Steve Chege (Safaricom) or Mohammed Jeneby (Zuku) to get service. 

Imagine how many Kenyans are out there who don't know the above and their equivalents in Corporate Kenya?

Regards

Ali Hussein

Hussein & Associates

Tel:  <tel:%2B254%20770%20906375> +254 770 906375/ 713 601113

Twitter: @AliHKassim

Skype: abu-jomo

LinkedIn:  <http://ke.linkedin.com/in/alihkassim> http://ke.linkedin.com/in/alihkassim

Blog:  <http://www.alyhussein.com> www.alyhussein.com

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 Mon, Sep 14, 2015 at 9:41 AM, Peter Wakaba via kictanet <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke> > wrote:

Listers,

This matter has now been brought to a very satisfactory conclusion after engaging with the very helpful customer care at Airtel.

Much obliged for the help from Dick Omondi.

In hindsight how I wish all our service providers were as responsive and helpful.

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