Jun 03 2008
Safaricom Customer Care, My Horror Story.
Three weeks ago, my butterfly connection started acting up more than usual so I decided to get the Safcom bambanet modem as a backup and the speeds just blew me away. I was getting 200KB/s while downloading Firefox and Opera and I could watch youtube videos in real time. In other words, I can download a 1mb file using safcom 3g in seconds or send/receive a whole bunch of mails in less than a minute, something that would take 10+ minutes using anything else available in the market, for the same price or anywhere near it.
So by the 24th of last month my mind was pretty much made up, I was ditching KDN’s Butterfly for Safcom’s 2GB bundle. I headed over to the Sarit care centre on Sunday at 10:00, with all the required docs(copies of PIN + ID) and was the first in line but spent 45 minutes at the desk filling in the order form and having it processed. Since it was a Sunday, the order could not be approved so I had to wait for a call from them to head back over, pay and pick up the sim card. I patiently waited for the rest of the week slowly eating up my ‘free’ 700MB. On Wednesday, they leave a message that I have to settle my post paid bill in full first then my order will be approved.
Thursday I headed over to the care centre at 4:30 and waited in line for 30 minutes. When I got the front, I explained to the rep that I had come for my data line and to settle my phone bill. She called some lady at head office(?) to get the order for the 2GB line approved and told me to wait five minutes. 10 minutes later the order was still not approved so she called back and was told to wait another five. 10 minutes later it was the same story so I told her I will wait till this week then come back. Meanwhile, people are waiting in the queue as we are playing the call back after 5 game. 45 minutes spent.
Today, I figured the line should be ready and got to the Sarit care centre at 3:30 to find 8 people in the queue ahead of me and only 3 reps serving us. I vumiliad in the queue for 1 hour before getting to the rep at 4:30. At first she could not find the order in the system but after speaking to the previous rep with whom I had made the order, she finds it. It still had not been approved and makes a call to the same lady that the previous rep was calling last Thursday and the wait five minutes for approval bs starts again. Me and the rep sat idle waiting for the approval while ~20 people are waiting in line. 20 minutes later she still could not find the approval and calls back and gets told that the 2GB bundle does not need approval and they can just process it at the care centre directly(!@#$@!). 5:15 the rep candidly informed me that even if I got the line today it will take forever, like in days or weeks, to get it activated. At this point I begun getting hints that she wanted me to leave and just come pick it up later. At first I could not quite understand why till I realized it was 5:30 i.e. end of the work day. I was determined to ignore any such ideas but 15 minutes later, after the rep really insisted that it could not be activated today and that I will not have to queue when I come pick it up, I gave in. I left 2hrs after I entered the place empty handed.
On the way home, stuck in traffic, I heard a safcom ad on Capital saying that Kenya is hot because its covered with the new Safaricom HotSpot product, 3G. I wish I could get some of that.
This is just completely unacceptable. I’ve spent 4hrs trying to get through what should be a very straight forward process. So I’m adding my safaricom stink on a new facebook group to publicize a problem that has gotten to a ridiculous level. So c’mon, show some pamojaness by joining the group and share your experiences, invite your friends to join, blog about the group, tweet the group whatever. In the end, if we make a big enough stink, Safcom might will act.
With that done, I’m also trying to figure out where in safcom to direct complaints. Any ideas?
06/06 EDITED TO ADD: So I finally got my data line today. A rep from the Sarit care centre called at 4:00pm and gave me some references numbers to use when paying(2,000/-). I got there at 5:40pm and there was no queue at all(phew) but I’d forgotten to carry the reference numbers with me. At the desk I just gave my names and she located the order, got the sim and I paid for it and left. 30 minutes total. Back home, at around 7:00pm, I tried the new line but it was not able to connect at all. Just when as I was about to tweet about the problem, I got a call from someone at safcom asking if the line was working and we spent 1:45hrs trying this and that before it finally worked.
Its taken 10 business days total to get the line and the whole experience was nasty. The people from safcom I’ve spoken with have been very apologetic about the whole thing and its cool but I hope safcom knows that this doesn’t seem to be an isolated occurence.
15/06 EDITED TO ADD: Ok safcom have really screwed me up. I found out that they put me in the 700MB bundle instead of the 2GB bundle! This might just be the last straw for me.
19/06 EDITED TO ADD: I’m tired of calling up customer care to follow up on the being put in the wrong bundle issue and I just don’t have the 2 hours to waste at their customer care centres. I’m completely stuck now. This is it, today I close the damned account, go back to Butterfly and wait for Wananchi to reach my area.
26/06 EDITED TO ADD: So on Monday, I got all my voicemail notifications for the past two weeks(!) and among them was one from Safcom on the 17th telling me that my line was ready and that all I had to do was pay for the 2GB. I did pay at lunch time Monday and till now the line is not active. Apparently they’ve somehow lost my payment and are trying to track it down. All I can say now is that something is terribly wrong at Safaricom. Terribly wrong.
27/06 EDITED TO ADD: For the past two weeks I have had to repeatedly call to have the wrong bundle issue sorted then Safcom lost the payment I made on Monday. I think my line is finally sorted but not before a blasting of the customer care reps + their supervisor to get this done *today*. I got a text saying “Your GPRS line 710608516 is now on the 2GB Bundle plan. Thank You”. Is this what it takes to get any service out of Safaricom? Either be jerked around for weeks or serve a tongue-lashing and get results within hours? Today marks exactly 4 weeks since I applied for the line and what I hope is the beginning of an event free relationship.
30/06 EDITED TO ADD: I spoke too soon, again. I had barely done 100MB on Friday only to get a text on Saturday telling me I was over my credit limit! All I could do at this point was burst into nervous laughter. I mean I have tried everything from patience to a fault, firmness in my requests, persistence and finally resorted to rant and rave but it seems nothing will get safaricom to act. So Saturday I didn’t even bother calling customer care and just headed to the Westgate ‘care’ centre and closed the account. So, for now its back to my Butterfly connection and as for broadband, I’m hoping Wananchi will be in my area soon. Irony is, I had initially intended for this post to be a howto use safariom 3g in Kenya.
