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Weekly Discussion Roundup 14th-20th October, 2013 PDF Print E-mail

1. Warid PESA/ AirTel Complaints (Revisited). Initiated by Emmanuel Kappa Kamukama

Unexplained charges by Warid/Airtel.


Flowers

Frowns

“About a month ago - this forum experience lengthy complaints titled "AIRTEL Robbed my Airtime……………. I got an email from someone named Herbert at Warid Customer Service who said that the issue would be solved immediately………..…. WELL several weeks later, there has been no resolution or contact of any sort! I am not sure what this means but it certainly doesn't say much about Airtel's values!!”


“A short while ago and i was shocked to realize that [the Warid] airtime i had just bought to make an urgent call couldn't load because it wasn't "activated" - yet it was already on sale.”

“Some of their [Warid] customer care advisors are also as naive as the rest of us. I was recently misled about Warid Mega Bonus. When i eventually loaded the required amount of money to activate the tariff plan, it failed. When i got back to another customer advisor i was told the plan was temporarily suspended. (Same day, different advises about the same thing).”

Conclusion/ Remarks

“I think it’s time for anyone who has suffered this insufferable treatment to escalate by whatever means.”

 

“Whereas i wouldn't categorically say they are inefficient, but their efficiencies leave a lot to be desired.”

 

“Dear Emmanuel,

Like we had promised to follow this up, kindly note that your Warid Pesa has all been refunded. Please check to confirm.

Apologies again for any inconveniences caused during that period……………………..

Customer Care (Airtel)”

 

“I don't think Airtel/Warid's way of handling individual cases is sustainable…………… If I don't complain on such forums it means that I will not be attended to. What about all the other 7.1 or so million people who can't access I-Network and the like?”

“On the contrary,……….. I find Warid's customer management strategy very sustainable. They just ignore you until you allow. Besides, it's not like anyone is going to punish or caution them. Very efficient, I say!

This strategy works so well, we are still there despite all our complaints.”

2. Online payments. Please Advise. Initiated by Douglas A. Musunga

Options on how to receive online payments from credit cards, visa cards etc.


Flowers

“There are 3rd party processors that will charge you a fee. 2checkout is one of them and you have various options to receive your money [through] let’s say a threshold of so many dollars then it [is] transferred to an account of your choice, or you may choose to receive it periodically say weekly or monthly.”

“Pesapal (Kenyan Developers) will allow you receive Visa, MasterCard and Mobile Money straight to your bank. However, I must warn you, their support is not the best https://www.pesapal.com

Frowns

“Pesapal (Kenya Developers) support is not the best.”

Conclusion/ Remarks

“Google search of third party credit card processors will [also] give you a list of them [other online payment options] and their pros or cons.”

3. Umeme-wants-law-on-prepaid-metering Initiated by Kuganja Talemwa

Is a service provider justified to force customers to use one product especially where they are a monopoly?


Flowers

“Lobbying [by UMEME] is not wrong.”

“Ideally the prepaid system is good.

The system itself has been approved by the various authorities, such as they are, otherwise it would not be in place.”

“Fast forward from 2005 to 2013 and we STILL have numerous customers NOT paying their bills and therefore making post-paid an unattractive option, and pre-paid a sensible way to do business.”

Frowns

“Is a service provider justified to force customers to use one product especially where they are a monopoly? Where are the rights of the consumers?”

“With the high rate of absenteeism that characterizes our Members of Parliament……………… a wrong and hurting law will easily pass on an occasion when the quorum is at the lowest.  ”

“UMEME may not disclose the faults with the current system even when they know them. I have interacted with an authority that created an impression that there are issues with current system.”

“Most of the negative sentiment expressed in Uganda about the pre-paid electricity system is based on "feelings" that the bills are higher and the metre counter moves faster and other voodoo-like phrases, which lead to despair.”

Conclusion/ Remarks

“The service provider in the story you have shared, is not forcing customers to use one product.

In fact, the story you have shared explains the situation as is.

The story states that they have asked government to pass a law compelling consumers to convert to prepaid billing system.

If that happens, it will not be the service provider forcing customers. It will be the law.”

“1) No one forced UMEME to adopt one or other billing system. Or its cost. So really to go on about the cost of maintaining two systems is really not something we should have to listen to.

2) If you offer me an alternative that's supposedly as good for me as it is for you, please sweeten it. Find ways to coax me into taking it. If you must use top-down methods then I am surely justified to suspect that there is something not quite right with the alternative…”

“But I'm sure you agree that UMEME is well within its rights to lobby for anything that will help them, just like we (the consumers) are well within our rights to lobby for anything that will help us.”

“it would be better for elite consumers like those on this [I-Network] forum to fast track the "law" being referred and voice their concerns to their MPs against it.  Find a way of compelling them [MPs] to attend sessions during the time the law is being deliberated.”

“There is no reason why the current yaka solution can't cater for postpaid one of the ways they can do this is to have a credit limit that allows me to pay every so often after consumption and disconnect me if I don't pay within the required time, the invoices normally give 1-2 weeks after invoice date so this can be carried across to the yaka solution.”


DISCLAIMER

The views, opinions and assumptions expressed in this document are those of the dgroup members and do not necessarily reflect the official policy or position of I-Network.

 

1. Warid PESA/ AirTel Complaints (Revisited). Initiated by Emmanuel Kappa Kamukama

Unexplained charges by Warid/Airtel

Flowers

Frowns

“About a month ago - this forum experience lengthy complaints titled "AIRTEL Robbed my Airtime……………. I got an email from someone named Herbert at Warid Customer Service who said that the issue would be solved immediately………..…. WELL several weeks later, there has been no resolution or contact of any sort! I am not sure what this means but it certainly doesn't say much about Airtel's values!!”

“A short while ago and i was shocked to realize that [the Warid] airtime i had just bought to make an urgent call couldn't load because it wasn't "activated" - yet it was already on sale.”

“Some of their [Warid] customer care advisors are also as naive as the rest of us. I was recently misled about Warid Mega Bonus. When i eventually loaded the required amount of money to activate the tariff plan, it failed. When i got back to another customer advisor i was told the plan was temporarily suspended. (Same day, different advises about the same thing).”

Conclusion/ Remarks

“I think it’s time for anyone who has suffered this insufferable treatment to escalate by whatever means.”

“Whereas i wouldn't categorically say they are inefficient, but their efficiencies leave a lot to be desired.”

“Dear Emmanuel,

Like we had promised to follow this up, kindly note that your Warid Pesa has all been refunded. Please check to confirm.

Apologies again for any inconveniences caused during that period……………………..”

“I don't think Airtel/Warid's way of handling individual cases is sustainable…………… If I don't complain on such forums it means that I will not be attended to. What about all the other 7.1 or so million people who can't access I-Network and the like?”

“On the contrary,……….. I find Warid's customer management strategy very sustainable. They just ignore you until you allow. Besides, it's not like anyone is going to punish or caution them. Very efficient, I say!

This strategy works so well, we are still there despite all our complaints.”

2. Online payments. Please Advise. Initiated by Douglas A. Musunga

Options on how to receive online payments from credit cards, visa cards etc.

Flowers

“There are 3rd party processors that will charge you a fee. 2checkout is one of them and you have various options to receive your money [through] let’s say a threshold of so many dollars then it [is] transferred to an account of your choice, or you may choose to receive it periodically say weekly or monthly.”

“Pesapal (Kenyan Developers) will allow you receive Visa, MasterCard and Mobile Money straight to your bank. However, I must warn you, their support is not the best https://www.pesapal.com

Frowns

“Pesapal (Kenya Developers) support is not the best.”

Conclusion/ Remarks

“Google search of third party credit card processors will [also] give you a list of them [other online payment options] and their pros or cons.”

3. Umeme-wants-law-on-prepaid-metering Initiated by Kuganja Talemwa

Is a service provider justified to force customers to use one product especially where they are a monopoly?

http://www.monitor.co.ug/News/National/Umeme-wants-law-on-prepaid-metering/-/688334/2036394/-/qkc48c/-/index.html

Flowers

“Lobbying [by UMEME] is not wrong.”

“Ideally the prepaid system is good.

The system itself has been approved by the various authorities, such as they are, otherwise it would not be in place.”

“Fast forward from 2005 to 2013 and we STILL have numerous customers NOT paying their bills and therefore making post-paid an unattractive option, and pre-paid a sensible way to do business.”

Frowns

“Is a service provider justified to force customers to use one product especially where they are a monopoly? Where are the rights of the consumers?”

“With the high rate of absenteeism that characterizes our Members of Parliament……………… a wrong and hurting law will easily pass on an occasion when the quorum is at the lowest.

“UMEME may not disclose the faults with the current system even when they know them. I have interacted with an authority that created an impression that there are issues with current system.”

“Most of the negative sentiment expressed in Uganda about the pre-paid electricity system is based on "feelings" that the bills are higher and the metre counter moves faster and other voodoo-like phrases, which lead to despair.”

Conclusion/ Remarks

“The service provider in the story you have shared, is not forcing customers to use one product.

In fact, the story you have shared explains the situation as is.

The story states that they have asked government to pass a law compelling consumers to convert to prepaid billing system.

If that happens, it will not be the service provider forcing customers. It will be the law.”

“1) No one forced UMEME to adopt one or other billing system. Or its cost. So really to go on about the cost of maintaining two systems is really not something we should have to listen to.

2) If you offer me an alternative that's supposedly as good for me as it is for you, please sweeten it. Find ways to coax me into taking it. If you must use top-down methods then I am surely justified to suspect that there is something not quite right with the alternative…”

“But I'm sure you agree that UMEME is well within its rights to lobby for anything that will help them, just like we (the consumers) are well within our rights to lobby for anything that will help us.”

“it would be better for elite consumers like those on this [I-Network] forum to fast track the "law" being referred and voice their concerns to their MPs against it. Find a way of compelling them [MPs] to attend sessions during the time the law is being deliberated.”

“There is no reason why the current yaka solution can't cater for postpaid one of the ways they can do this is to have a credit limit that allows me to pay every so often after consumption and disconnect me if I don't pay within the required time, the invoices normally give 1-2 weeks after invoice date so this can be carried across to the yaka solution.”

DISCLAIMER

The views, opinions and assumptions expressed in this document are those of the dgroup members and do not necessarily reflect the official policy or position of I-Network.

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