@Bwana Lawi,
I think they may have studied the Kenyan mentality to perfection. Kenyans would complain bitterly and then forget with a week. So probably Safaricom knew Kenyans will rile for a week and then 'accept and move on.'
But I think it is a bad idea, even when dealing with captive market like us.
Even larger and more successful companies than Safaricom listen to feedback and respond. Apple doesn't all the time. They apologized and fixed the Apple Maps scandal. And fired Scott Forestal while at it.
In the larger scheme of things globally, Safaricom is really a tiny company. Doing less than USD 2 billion a year doesn't buy you arrogance. We have companies that do 100 times that, and they remain committed to their consumers. It is no wonder Safaricom remain a big fish in a very small pond, and when African telco's like MTN has gone global an become major players, Safaricom remain a small local company, which had potential to grow. And please don't bring in Vodafone's ownership as preventing Safaricom's expansion, I don't think they do.