From: mobile office <mobileoffice@safaricom.co.ke>
Date: Wed, Aug 25, 2010 at 5:23 PM
Subject: RE: [Skunkworks] Safaricom sux!!
To: odhiambo@gmail.com
Good Evening Washington,
Thank you for your email and continued use of Safaricom data products and services. We acknowledge your complaint and appreciate the frustration that you may have suffered due to the bundle allocation delay. Yes it is true we were experiencing bundle allocation delays which was promptly communicated to the call centre once this was confirmed at about 1:30PM. Like any other system, it is prone to down times as in this case which was communicated. Thus any customer would have been properly advised had they gotten in contact with customer care, which you stated that you did.
To that effect you went ahead and connected to the internet access service being fully aware of the potential risk of using the service out of bundle. Which we have confirmed as per the transaction history record below. The bundle was there after allocated at 1:13:13 AM as per the transaction history record below.
With regards to the other 1GB bundle request, it is not logged on our system and thus we cannot confirm the top up or request for the same.
However much we empathize with your situation we cannot offer any remedial recourse to your plight. As you seem to be fully aware of the terms and conditions and further were properly advised on the problem.
Transaction History
|
Top up |
Aug 24, 2010 7:15:34 PM |
|
2300.0000 |
|
Bundle request |
Aug 24, 2010 10:35:31 PM |
254446 |
999.0000 |
|
Out of bundle usage time and duration |
Aug 25, 2010 12:48:20 AM |
1:48:18 |
708.2031 |
|
Bundle allocation Timestamp |
Aug 25, 2010 1:13:13 AM |
|
|
|
Current balance: |
|
|
Ksh. 592.7986 |
|
|
|
|
|
Should you require further assistance, do not hesitate to contact us via mobileoffice@safaricom.co.ke for any data related queries or customercare@safaricom.co.ke for any other queries.
Regards,
Steve Barasa
Data Products and Services
Safaricom Limited
---------- Forwarded message ----------
From: Odhiambo Washington <odhiambo@gmail.com>
Date: Wed, 25 Aug 2010 13:45:40 +0300
Subject: [Skunkworks] Safaricom sux!!
To: skunkworks <skunkworks@my.co.ke>
Last evening I loaded KES 2,300 worth of credit on a Safaricom data line
(0720 332211) and sent an sms to 446 to purchase a 300MB bundle.
With their br0ken systems (the whole of yesterday) they could not allocate
me the bundle, even though they promptly deducted the KES 999. Because I
could not get the confirmation of bundle allocation (CS kept telling me to
wait for 20, 30, N minutes for the confirmation to come) I decided to just
plugin the SIM card and use it, hoping the bundle had been allocated but
only the confirmation sms was delayed.
I ended up using KES 800 of my airtime, instead of the bundle!!
The whole of yesterday their system was broken down. I suffered the same
during the day. I loaded 2500 and sent "activate" to 448 for a 1GB Bundle.
Stupid me. I had to buy 500 and top up and just use it like that.
Is there a way for redress with Safaricom? They've stolen from me, buy
deducting my KES 999 and not allocating me the bundle, making me to use my
reserved airtime instead!
--
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
"If you have nothing good to say about someone, just shut up!."
-- Lucky Dube
--
Sent from my mobile device