I know about this SMS service, but what I am ranting about is the subscription service which enables you to automatically receive the bill via e-mail once it's generated. I'll make sure they restore the service before end of this week. Customer Service is NOT a favor in my world. If I send and e-mail to bill@kplc.co.ke with my account number sans the -XX, I get the bill. This is the manual way of doing it. They had an automated way which they MUST revive! On Wed, Oct 3, 2012 at 7:26 PM, Bwana Lawi <mail2lawi@gmail.com> wrote:
@Wash,
Try Paypal IVR and you will realise what frustration is. (My non-American accent didnt help!)
Anyway, next time try sending a message to 5551 to get your balance. I think its still operational. Costs 10 bob though. I used to prefer it over email coz sometimes it takes ridiculously long to get a response via mail.
On Wed, Oct 3, 2012 at 3:30 PM, Odhiambo Washington <odhiambo@gmail.com>wrote:
@Jared,
Heheee... My problem is that twice I have had my supply disconnected because I did not pay in time, and the reason was that the hard copy that comes via snail mail hadn't reached me yet, while the notification by e-mail also stopped. They - KPLC - don't give a hoot about such a delay or even the fact that their system is not functional.
And you say you still queue at Electricity House?? I use M-Pesa to pay my bills. I don't even queue at the Uchumi tills!
About IVRs, I think Kenyans need to borrow a leaf from out there. You should try the BT (British Telecom) IVR!! It's great, effective and has nothing as these repetitive bullshit we hear in KE. Sometimes I feel the people behind some IVRs are all dumb! Do they ever review this while thinking about Customer experience?
On Wed, Oct 3, 2012 at 5:14 PM, Jared Koyier <jaredkoyier@gmail.com>wrote:
Personally i've never trusted KPLC's efficiency initiatives and for that reason I get my bill via Post Office box and duly queue at Electricity house. Speaking of IVR, I wonder why DSTV never switch off their IVR or customize the response when clearly there's no customer care guy to respond(this happens after 6pm, the IVR goes on and on)
In this country customer care is considered a pipe, they employ inexperienced people with no clue on product offerings, all they can do is to forward your issue. how irritating.
Regards Jared Koyier
On 3 October 2012 16:05, Tony Likhanga <tlikhanga@gmail.com> wrote:
Wash,
On the email option, I take it that you are talking about KPLC sending you the bills without any prompt from you, no?
Otherwise, you can quickly query the current bill by sending a mail to bill@kplc.co.ke The subject line of the mail should be your KPLC account number (that long portion of the number just before the hyphen)
This option was working fine as at 1:30pm local time today.
Tony
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