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10 March 2010

Members of the I-Network mailing list are discussing the quality of customer care from the major mobile phone and data services providers.

Here we summarise the key points raised

1. Have you tried calling 121? They should help you out faster.

2. I have of recent had an issue with MTN in particular, but I made sure no one gets to know about it because no one forced me to buy an MTN SIM and so one shall force me to drop it for some other sim. I therefore ask people, once you get a problem with your service provider and he can give you a sensible explanation, I think this being a free market economy, one should just drop the sim card and think of some thing else.

3. Its not about buying and drop SIM packs around; most subscribers look at the quality of service, cost of making a call, number of friends on a selected network, network coverage (the wider the coverage the better) and to some extent contacts. Some people have had phone numbers for MTN since it was launched, they cant just drop that number, its next to impossible going around updating everyone since you bought the SIM card for example since 1997, you might render yourself offline and thus unreachable on phone!

4. Unfortunately MTN is relying on that same fear to reap you unjustifiably...... This clearly reminds me of a spouse that refuses to divorce an abusive partner because they fear that the public will not accept or approve of them....actually what that does is to empower the abusive partner and reap the victim spouse....Sorry for my directness but I don't believe service providers who don't value the loyalty of their customers deserve to keep them.

5. I think complaining is not going to help us here, the mobile services provisions in Uganda are working as a cartel and unless the UCC steps in, companies like MTN will continue fleecing off the ordinary end user.

6. Anyway, just complaining will not help. We need an organized forum / channel for our complaints, otherwise its useless to keep complaining to each other. It just shortens our lives.


Response from MTN customer care

Dear I-netters, I would like to emphasis that MTN values all its customers and regret to hear that some feel that they are being taken for granted. We have noted that despite our customer service team's attempts to reach some members, in an effort to resolve the issues, they do not cooperate! My humble request to the members is for us to work together in a constructive manner to achieve a common goal, the best service possible.

Please note:For quick resolution of issues your point of contact is This e-mail address is being protected from spambots. You need JavaScript enabled to view it <mailto: This e-mail address is being protected from spambots. You need JavaScript enabled to view it > this allows us to monitor whether queries are being resolved timely or not and take the necessary action.

My own email is available This e-mail address is being protected from spambots. You need JavaScript enabled to view it <mailto: This e-mail address is being protected from spambots. You need JavaScript enabled to view it > incase you were not satisfied with the assistance availed.

7. I wish this was more consistent, especially at your call center where we hear a lot of "we shall get back to you in 24 hrs" and nothing happens.


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