I had a similar experience when I went to return some unused scratch cards that had expired.
The lady there told me that they only have replacement cards for over scratched cards and not the expired ones and that I should try another shop. 
I think it is their system of stock control that restricts them not necessarily their malice.

On Fri, Aug 3, 2012 at 8:49 AM, James Mutuku <listmutuku@gmail.com> wrote:
@wash .  I think the redemption items are usually refurbished.  that
is why  redemption merchandise stock are provisioned differently than
the stocks for sale

On 8/2/12, Odhiambo Washington <odhiambo@gmail.com> wrote:
> Oh, this must have escaped me from any available fine prints!
> I redemeed 30000 points for a phone (Alcatel OT-918) and guess what? The
> phone is locked to Safaricom network. I have just discovered this after
> starting my adventures with the Android phone.
> Having redeemed a phone before (Huawei IDEOS which was never locked) it did
> not occur to me that one day I will be redeeming network-locked items.
> I think this is another level of MADHARAU.
> These were my Bonga points, diligently accumulated from spending my
> hard-earned money talking on SCOM network and I don't really think SCOM
> should have the power to decide for me what to do with a device I get from
> them as a result of being a Loyal customer (which now is surely going out
> of the window!)
>
> Does this now mean that those who redeem their Bonga points for Airtime
> cannot use that airtime to call numbers which are not Safaricom's?
>
> I see a situation where SCOM is becoming unwise. Let me see if their
> position is that I MUST not use the phone on a different network.
>
>
> On Thu, Aug 2, 2012 at 6:10 PM, Odhiambo Washington
> <odhiambo@gmail.com>wrote:
>
>> @Mugo,
>>
>> For sure it's only an issue when it comes to Bonga-points redemption.
>> Here
>> is what I have learn during the last few days I have interacted with
>> them:
>>
>> 1. Redemption merchandise stock are provisioned differently than the
>> stocks for sale.
>> 2. They almost want to force clients who are redeeming their Bonga points
>> to a restricted subset of the products.
>>     When I went to the shop, I was told only one color is available for
>> the redemption items. Different colors of the same items
>>     were very much available for the sales stock. It was almost like
>> forcing a color on me! This is not wise. You cannot force a
>>     client to take a red phone instead of their color choice!
>> SCOM must do something about this. They should modify their system to
>> allow an item to be picked from the same stocks, and be classified
>> differently on the system at the till - as new sale or redemption. There
>> is
>> no point in placing restrictions on the redemption merchandise.
>> 3. I was able to navigate through the Bonga system menu and redeem an
>> item
>> even though the SIM card did not have sufficient
>>     points for the items I intended to redeem. This should look like an
>> anomaly to me. It should check and fail to give me a
>>     password if the Bonga points are less than the number/quantity
>> required for the item.
>>
>> I have to say that after all the bad experience, I got the necessary help
>> and have my problem with redemption sorted out.
>>
>>
>> On Thu, Aug 2, 2012 at 5:35 PM, m mugo <mugo2of3@gmail.com> wrote:
>>
>>> Funny that only BongaPoints-redeemable stuff is always out of stock.
>>>
>>> I'm sure that had you been purchasing the same, STOCK would have turned
>>> up from somewhere by now. in fact, they would have asked you for your
>>> phone
>>> no. to alert you when it arrives...
>>>
>>> Mugo
>>>
>>>
>>> On Thu, Aug 2, 2012 at 10:03 AM, Jangita Nyagudi <
>>> jangita.nyagudi@gmail.com> wrote:
>>>
>>>> True, not good.
>>>>
>>>> Imagine I have a shop in Eldoret that says we have fresh mangoes, and
>>>> customers make the trip only to tell them it is out of stock.
>>>> Time *is* money (at least to me), don't say you can do what you cannot
>>>> do. We might as well all say we can do anything, only to tell
>>>> prospective clients "sorry, we don't offer this service at this time!"
>>>>
>>>> On 1 August 2012 22:14, Odhiambo Washington <odhiambo@gmail.com> wrote:
>>>> > SCOM is not Animal Farm, I suppose then.
>>>> >
>>>> >
>>>> >
>>>> > On Wed, Aug 1, 2012 at 10:00 PM, Nicholas Mutinda
>>>> > <mutindah@gmail.com>
>>>> > wrote:
>>>> >>
>>>> >> i thought this only happened to those who are redeeming low end
>>>> phones ie
>>>> >> 4000 bonga points........
>>>> >>
>>>> >>
>>>> >> On Wed, Aug 1, 2012 at 3:29 PM, Odhiambo Washington <
>>>> odhiambo@gmail.com>
>>>> >> wrote:
>>>> >>>
>>>> >>> Well, [ Customer Loyalty ] == [ Customer Loyalty ] == [ Retention
>>>> >>> ],
>>>> >>> right? Is it a favor SCOM is doing anyone? It's very much part and
>>>> parcel of
>>>> >>> Customer Service and service needs to meet customer expectations. I
>>>> really
>>>> >>> don't care of there is no contract regarding customer loyalty, but
>>>> the fact
>>>> >>> that it is there gives me the right to speak on it - as a Customer.
>>>> If they
>>>> >>> were doing this to someone who doesn't give them money, then I'd
>>>> listen to
>>>> >>> your angle.
>>>> >>>
>>>> >>> * No prejudice intended towards you*.
>>>> >>>
>>>> >>>
>>>> >>>
>>>> >>> On Wed, Aug 1, 2012 at 3:22 PM, Mark Mwangi <mwangy@gmail.com>
>>>> wrote:
>>>> >>>>
>>>> >>>> First of all I do not think bonga point matrices and rewards are
>>>> part of
>>>> >>>> the contract with Safaricom. Therefore arguing that the ratios are
>>>> unfair is
>>>> >>>> looking a gift horse in the mouth. About the lack of stock and
>>>> >>>> what
>>>> have you
>>>> >>>> true that is appalling customer care but by and large Safaricom
>>>> >>>> are
>>>> >>>> *relatively* the most responsive to complaints.
>>>> >>>>
>>>> >>>>
>>>> >>>> On Wed, Aug 1, 2012 at 2:43 PM, Odhiambo Washington <
>>>> odhiambo@gmail.com>
>>>> >>>> wrote:
>>>> >>>>>
>>>> >>>>> @Joram,
>>>> >>>>>
>>>> >>>>> If you have 100000+ Bonga points, you know how much business that
>>>> is to
>>>> >>>>> SCOM? I think they say crap - you spent only 1m on us!
>>>> >>>>> :-)
>>>> >>>>>
>>>> >>>>>
>>>> >>>>>
>>>> >>>>> On Wed, Aug 1, 2012 at 2:35 PM, Joram Mwinamo <
>>>> joram.mwinamo@gmail.com>
>>>> >>>>> wrote:
>>>> >>>>>>
>>>> >>>>>> Kuna Mtu AMESIRIKA!!!
>>>> >>>>>>
>>>> >>>>>> On Wed, Aug 1, 2012 at 2:14 PM, Odhiambo Washington
>>>> >>>>>> <odhiambo@gmail.com> wrote:
>>>> >>>>>>>
>>>> >>>>>>> Imagine this:
>>>> >>>>>>>
>>>> >>>>>>> You have accumulated enough Bonga points to redeem some
>>>> merchandise.
>>>> >>>>>>>
>>>> >>>>>>> You look at the revamped website and decide on one of the
>>>> >>>>>>> phones
>>>> they
>>>> >>>>>>> have there.
>>>> >>>>>>>
>>>> >>>>>>> You go ahead and redeem. You get the password.
>>>> >>>>>>>
>>>> >>>>>>> You go to the shop to collect item. You are told Matrix was
>>>> adjusted
>>>> >>>>>>> so what you redeemed is not applicable.
>>>> >>>>>>>
>>>> >>>>>>> You go back to your phone and redeem another item.
>>>> >>>>>>>
>>>> >>>>>>> You go to the shop to collect. The shop attendants tell you the
>>>> item
>>>> >>>>>>> is OUT OF STOCK.
>>>> >>>>>>>
>>>> >>>>>>> You Tweet Safaricom on Twitter (inc Bob Collymore) to alert
>>>> >>>>>>> them
>>>> of
>>>> >>>>>>> this anomaly. They acknowledge feeback.
>>>> >>>>>>>
>>>> >>>>>>> Three days down the line, no changes on the website.
>>>> >>>>>>> Merchandise
>>>> >>>>>>> still there, listed, thought out of stock!
>>>> >>>>>>>
>>>> >>>>>>> Is this not MADHARAU to Customers? Of what use is feedback
>>>> >>>>>>> which
>>>> is
>>>> >>>>>>> trashed and not acted on - or better still, sat on?
>>>> >>>>>>>
>>>> >>>>>>> And look at the Merchandise Matrix - you need 40000 points to
>>>> redeem
>>>> >>>>>>> a Samsung Galaxy Mini valued at 13k.
>>>> >>>>>>>
>>>> >>>>>>> 40000 points means you've spent a whole 400,000 on Safaricom.
>>>> Doesn't
>>>> >>>>>>> make sense really. Some sane proportioning needs to be taken
>>>> into account.
>>>> >>>>>>>
>>>> >>>>>>>  And now because I am in rant mode - someone tell Safaricom to
>>>> fix
>>>> >>>>>>> the issue with annoying call drops to their CS!
>>>> >>>>>>>
>>>> >>>>>>>
>>>> >>>>>>>
>>>> >>>>>>> --
>>>> >>>>>>> Best regards,
>>>> >>>>>>> Odhiambo WASHINGTON,
>>>> >>>>>>> Nairobi,KE
>>>> >>>>>>> +254733744121/+254722743223
>>>> >>>>>>> _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
>>>> >>>>>>> I can't hear you -- I'm using the scrambler.
>>>> >>>>>>>
>>>> >>>>>>>
>>>> >>>>>>> _______________________________________________
>>>> >>>>>>> Skunkworks mailing list
>>>> >>>>>>> Skunkworks@lists.my.co.ke
>>>> >>>>>>> ------------
>>>> >>>>>>> List info, subscribe/unsubscribe
>>>> >>>>>>> http://orion.my.co.ke/cgi-bin/mailman/listinfo/skunkworks
>>>> >>>>>>> ------------
>>>> >>>>>>>
>>>> >>>>>>> Skunkworks Rules
>>>> >>>>>>> http://my.co.ke/phpbb/viewtopic.php?f=24&t=94
>>>> >>>>>>> ------------
>>>> >>>>>>> Other services @ http://my.co.ke
>>>> >>>>>>
>>>> >>>>>>
>>>> >>>>>>
>>>> >>>>>>
>>>> >>>>>> --
>>>> >>>>>> Sent from my Voice Recognition Watch©
>>>> >>>>>>
>>>> --------------------------------------------------------------------
>>>> >>>>>> Our greatest fear is not that we are inadequate,but that we are
>>>> >>>>>> powerful beyond measure.It is our light, not our darkness, that
>>>> frightens
>>>> >>>>>> us.There is nothing enlightened about shrinking so that other
>>>> people won't
>>>> >>>>>> feel insecure around you.As we let our own light shine, we
>>>> consciously give
>>>> >>>>>> other people permission to do the same.
>>>> >>>>>> As we are liberated from our fear,our presence automatically
>>>> liberates
>>>> >>>>>> others.
>>>> >>>>>>
>>>> >>>>>> _______________________________________________
>>>> >>>>>> Skunkworks mailing list
>>>> >>>>>> Skunkworks@lists.my.co.ke
>>>> >>>>>> ------------
>>>> >>>>>> List info, subscribe/unsubscribe
>>>> >>>>>> http://orion.my.co.ke/cgi-bin/mailman/listinfo/skunkworks
>>>> >>>>>> ------------
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>>>> >>>>>> Skunkworks Rules
>>>> >>>>>> http://my.co.ke/phpbb/viewtopic.php?f=24&t=94
>>>> >>>>>> ------------
>>>> >>>>>> Other services @ http://my.co.ke
>>>> >>>>>
>>>> >>>>>
>>>> >>>>>
>>>> >>>>>
>>>> >>>>> --
>>>> >>>>> Best regards,
>>>> >>>>> Odhiambo WASHINGTON,
>>>> >>>>> Nairobi,KE
>>>> >>>>> +254733744121/+254722743223
>>>> >>>>> _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
>>>> >>>>> I can't hear you -- I'm using the scrambler.
>>>> >>>>>
>>>> >>>>>
>>>> >>>>> _______________________________________________
>>>> >>>>> Skunkworks mailing list
>>>> >>>>> Skunkworks@lists.my.co.ke
>>>> >>>>> ------------
>>>> >>>>> List info, subscribe/unsubscribe
>>>> >>>>> http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks
>>>> >>>>> ------------
>>>> >>>>>
>>>> >>>>> Skunkworks Rules
>>>> >>>>> http://my.co.ke/phpbb/viewtopic.php?f=24&t=94
>>>> >>>>> ------------
>>>> >>>>> Other services @ http://my.co.ke
>>>> >>>>
>>>> >>>>
>>>> >>>>
>>>> >>>>
>>>> >>>> --
>>>> >>>> Regards,
>>>> >>>>
>>>> >>>> Mark Mwangi
>>>> >>>>
>>>> >>>> markmwangi.me.ke
>>>> >>>>
>>>> >>>>
>>>> >>>>
>>>> >>>>
>>>> >>>>
>>>> >>>>
>>>> >>>> _______________________________________________
>>>> >>>> Skunkworks mailing list
>>>> >>>> Skunkworks@lists.my.co.ke
>>>> >>>> ------------
>>>> >>>> List info, subscribe/unsubscribe
>>>> >>>> http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks
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>>>> >>>>
>>>> >>>> Skunkworks Rules
>>>> >>>> http://my.co.ke/phpbb/viewtopic.php?f=24&t=94
>>>> >>>> ------------
>>>> >>>> Other services @ http://my.co.ke
>>>> >>>
>>>> >>>
>>>> >>>
>>>> >>>
>>>> >>> --
>>>> >>> Best regards,
>>>> >>> Odhiambo WASHINGTON,
>>>> >>> Nairobi,KE
>>>> >>> +254733744121/+254722743223
>>>> >>> _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
>>>> >>> I can't hear you -- I'm using the scrambler.
>>>> >>>
>>>> >>>
>>>> >>> _______________________________________________
>>>> >>> Skunkworks mailing list
>>>> >>> Skunkworks@lists.my.co.ke
>>>> >>> ------------
>>>> >>> List info, subscribe/unsubscribe
>>>> >>> http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks
>>>> >>> ------------
>>>> >>>
>>>> >>> Skunkworks Rules
>>>> >>> http://my.co.ke/phpbb/viewtopic.php?f=24&t=94
>>>> >>> ------------
>>>> >>> Other services @ http://my.co.ke
>>>> >>
>>>> >>
>>>> >>
>>>> >>
>>>> >> --
>>>> >> Regards,
>>>> >>
>>>> >> Mutua Nicholas
>>>> >> He owns, I manage.
>>>> >>
>>>> >>
>>>> >> _______________________________________________
>>>> >> Skunkworks mailing list
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>>>> >> ------------
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>>>> >> Skunkworks Rules
>>>> >> http://my.co.ke/phpbb/viewtopic.php?f=24&t=94
>>>> >> ------------
>>>> >> Other services @ http://my.co.ke
>>>> >
>>>> >
>>>> >
>>>> >
>>>> > --
>>>> > Best regards,
>>>> > Odhiambo WASHINGTON,
>>>> > Nairobi,KE
>>>> > +254733744121/+254722743223
>>>> > _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
>>>> > I can't hear you -- I'm using the scrambler.
>>>> >
>>>> >
>>>> > _______________________________________________
>>>> > Skunkworks mailing list
>>>> > Skunkworks@lists.my.co.ke
>>>> > ------------
>>>> > List info, subscribe/unsubscribe
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>>>> > ------------
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>>>> > Skunkworks Rules
>>>> > http://my.co.ke/phpbb/viewtopic.php?f=24&t=94
>>>> > ------------
>>>> > Other services @ http://my.co.ke
>>>> _______________________________________________
>>>> Skunkworks mailing list
>>>> Skunkworks@lists.my.co.ke
>>>> ------------
>>>> List info, subscribe/unsubscribe
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>>>>
>>>
>>>
>>> _______________________________________________
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>>>
>>
>>
>>
>> --
>> Best regards,
>> Odhiambo WASHINGTON,
>> Nairobi,KE
>> +254733744121/+254722743223
>> _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
>> I can't hear you -- I'm using the scrambler.
>>
>>
>
>
> --
> Best regards,
> Odhiambo WASHINGTON,
> Nairobi,KE
> +254733744121/+254722743223
> _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
> I can't hear you -- I'm using the scrambler.
>


--
Best Regards,
James Mutuku Ndeti
Agile Systems Limited
+254722490994
www.agile.co.ke
mutuku.me.ke
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--
Regards,

Mark Mwangi

markmwangi.me.ke