I remember some years back I called Safaricom to ask them about syncing the time from the network. For some reason it wasn't doing this while all the other networks could automatically sync the time for the phone. The response from the customer care rep was that she would pass it on to Engineering and see what can be done. 2 Days later the service was there.
I made a request to Celtel/Zain in the same period about something else I think it was the cell info thing and their response was that they would talk to marketing or product development or something of the sort. Nothing ever happened. That told me that's where the power lay.
@ Safaricom the engineers called the shots possibly due to MJ being an engineer while at Zain the marketing guys run the show. Don't know if its still like this.