On Fri, Apr 20, 2012 at 12:17 PM, Bernard Shiundu <shiundu@gmail.com> wrote:

I was renewing my epaper subscription on Tuesday and it's been an educative experience ... I attach some of the communications below

Needless to say - for all of those of us working in user support - there are things to do and things not to do ... Most importantly - have a support line that is actually answered (or invest in Call Centre services if you can't do it in-house!)

And of course, I remain not sorted out as of writing

But just to be fair - this is the first time I'm having trouble with the service, it has in the past worked well for me .. and I HAVE been promised an additional week of subscription - when I DO get sorted out so I'm keeping my fingers crossed.

[Some details cut - to preserve identities]

From: Bernard Shiundu
Sent: Friday, April 20, 2012 10:40 AM
To: 'Support Person II'; 'epapers (KE)'
Cc: 'Support Person I'
Subject: RE: Subscription Error - Reminder + Things I have done so far
Importance: High

Hello Support Person II,

Thanks for getting back to me.

Some issues:

1.       The account in question is "my account".

2.       I don’t know how things stand on your end but from my end the East African DOES NOT have a facility for a one week payment.

3.       If I HAD paid for one week – given that the EA is a weekly - shouldn’t the amount have been around 50/= instead of 200/=.

Hope this clarifies things. Looking forward to some solution.

Thanks

From: Support Person II
Sent: Friday, April 20, 2012 10:04 AM
To: Bernard Shiundu; epapers (KE)
Cc: Support Person I
Subject: RE: Subscription Error - Reminder + Things I have done so far

Hi Bernard,
Trust you Morning is great.

Could you Kindly clarify which user name used at registration for East African because from my side you (my account) subscribed East African for one week but not one month as mentioned earlier in the email.

we highly apologies for the inconvenience caused

Kindly see below

Dear Nation Media E-papers,
A transaction of KES 207.74 on JamboPay has been successful.
Transaction details are below:
Transaction reference:

999133
Payee:

my account

Order for:
The East African
Order ID:

2402_89173_89792
Amount transacted:
KES 207.74

You can visit www.jamboPay.com for more details.

Thanks,
The JamboPay team

Regards
Support Person II

From: Bernard Shiundu
Sent: Friday, April 20, 2012 9:34 AM
To: Support Person I; epapers (KE)
Subject: RE: Subscription Error - Reminder + Things I have done so far

And what I have tried so far without success (I still keep getting the renewal page after login):

1.       Switched from proxied to direct internet connection (just incase our proxy cache was sending me data from the cache)

2.       Cleared my all of my browser cache+history

3.       Tried access from different browsers (Firefox, Google Chrome, IE, Opera)

4.       Tried access from browsers above on different PC

So there we are. It is definitely not me.

From: Bernard Shiundu
Sent: Friday, April 20, 2012 9:23 AM
To: 'Support Person I'; 'epapers (KE)'
Subject: RE: Subscription Error - Reminder
Importance: High

Just a reminder that I am still not sorted out on this.

Thanks

From: Bernard Shiundu
Sent: Thursday, April 19, 2012 3:07 PM
To: 'Support Person I'; 'epapers (KE)'
Subject: RE: Subscription Error
Importance: High

Hello Support Person I,

As we spoke on phone, the subscription is/was for one month. I have just tried to login but still getting the renewal page

From: Support Person I
Sent: Thursday, April 19, 2012 11:24 AM
To: bshiundu@live.com; epapers (KE)
Subject: RE: Subscription Error

Hi Bernard,

We spoke yesterday.

I have found the account on the database, however, it could not be established the period you wish to subscribe and thus your subscription could not be renewed.

Kindly give me a call so that we resolve the issue promptly.

Once again, we thank you for the input you have shared to give you a better user experience.

I await your call.

Warm regards,

Support Person I

From: Bernard Shiundu
Sent: Thursday, April 19, 2012 11:18 AM
To: epapers (KE)
Subject: Subscription Error
Importance: High

I tried to renew my subscription for the African via MPESA/Jambopay on Tuesday 17/04/2012 but instead of completing the transaction the system response was “transaction not successful”

Looking at my account (my account) I was still being asked to renew my subscription despite the fact that the deduction from MPESA was done successfully.

I spoke to a Support Person I yesterday (after a full day and a half of trying to get through and getting quite the phone tour of NMG) and he assured me that this would be done but as of now nothing doing (though I do see that the inclusion of the support numbers to the landing pages has been done – yay!)

Any chance of someone sorting me out or better still initiating a refund?

Thanks

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