Steve<br><br>You case is alike many cases that forced subscribers to consider other desperate options - carrying many sim-cards in their wallets - to enable them change services. But in my view, it all about &#39;the art of maximum gain with less let-ups&#39;, the attitude is well entrenched. May be the little gal - if she is - is in between the fix. She has to play the game she has learned, for real bread to be on her table! But at least you managed to get through, I have now resorted to make customer calls between 0200 &amp; 0400 hrs in the morning!<br>
<br>B blessed.<br><br>o.<br><br><div class="gmail_quote">On Thu, May 7, 2009 at 3:34 PM, ndungu stephen <span dir="ltr">&lt;<a href="mailto:ndungustephen@gmail.com">ndungustephen@gmail.com</a>&gt;</span> wrote:<br><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
<span style="font-family: comic sans ms,sans-serif;">Today I called Safaricom Customer Care,,, to report a problem with voice calls in eldoret area a little distance from town.</span><br style="font-family: comic sans ms,sans-serif;">

<span style="font-family: comic sans ms,sans-serif;">Since they put a new BTS a few weeks back, the calls have degenerated to a very bad level and sometimes no voice</span><br style="font-family: comic sans ms,sans-serif;">

<span style="font-family: comic sans ms,sans-serif;">completely comes through...</span><br style="font-family: comic sans ms,sans-serif;"><br style="font-family: comic sans ms,sans-serif;"><span style="font-family: comic sans ms,sans-serif;">The first thing I did was to ask for the name of the customer care representative - the lady gives me only one name,,</span><br>

&quot;Patricia&quot;<br style="font-family: comic sans ms,sans-serif;"><span style="font-family: comic sans ms,sans-serif;">I insist that i want both names,,, <br>&quot;why do you want both names, how will that help you?&quot; she asks. <br>

 I tell her that I need to know so that I can be able to follow up, because we have been reporting but no one seems concerned..</span><br style="font-family: comic sans ms,sans-serif;"><br style="font-family: comic sans ms,sans-serif;">

<span style="font-family: comic sans ms,sans-serif;">After telling me her full names,, I report the problem - and that is where the problem starts. The lady was so freaked out cause</span> <span style="font-family: comic sans ms,sans-serif;">after giving both her names that she refused to take responsibility for the problem I was reporting.<br>

A long 3 minute pause passes while I hear shuffling in the background. Meanwhile, I am not using the toll free line to call customer care.<br style="font-family: comic sans ms,sans-serif;"></span><br style="font-family: comic sans ms,sans-serif;">

<span style="font-family: comic sans ms,sans-serif;">She gave an excuse that the &quot;system was down&quot; and she couldnt log in the problem I was reporting.</span><br style="font-family: comic sans ms,sans-serif;"><span style="font-family: comic sans ms,sans-serif;">I told her that if the system was down, i am sure before the computers, there was something called &quot;paper and pen&quot; - so </span><br style="font-family: comic sans ms,sans-serif;">

<span style="font-family: comic sans ms,sans-serif;">she could take the details on a paper and pen and then key in when the system is up...</span><br style="font-family: comic sans ms,sans-serif;"><br style="font-family: comic sans ms,sans-serif;">

<span style="font-family: comic sans ms,sans-serif;">She stuck to her story of the &quot;system is down&quot; ,,, <br><br>I said that i understood the system is down and since i was using my credit to call the landline [everyone knows that the 100 free toll doesnt really go through after 50 tries] then at least my airtime should not go for nothing,,, the paper and pen are still working, right ???</span><br style="font-family: comic sans ms,sans-serif;">

<br style="font-family: comic sans ms,sans-serif;"><span style="font-family: comic sans ms,sans-serif;">She told me to call later when the system was up. I reminded her that with a paper and pen, i dont have to reload credit to report the same problem - and since she is the problem receiver, the message is received- right ?</span><br style="font-family: comic sans ms,sans-serif;">

<br style="font-family: comic sans ms,sans-serif;"><span style="font-family: comic sans ms,sans-serif;">That is when she flipped out and hang up --- [am sure she will say that my credit ran out on the phone if they ever review that call like they claim :-) ]</span><br style="font-family: comic sans ms,sans-serif;">

<br style="font-family: comic sans ms,sans-serif;"><span style="font-family: comic sans ms,sans-serif;">-So when I look at the joke posted at the beginning of this thread - I would say, it closely captures what service to customers has degenerated to --- <br>

<br>They dont need us ,, we need them !!!</span><br>:-) <img goomoji="338" style="margin: 0pt 0.2ex; vertical-align: middle;" src="cid:338@goomoji.gmail" height="26" width="26"><br>=====<br>
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<br></blockquote></div><br><br clear="all"><br>-- <br>Richard Omolo<br>Computer Science, <br>Egerton University<br>+254 73 5431503  <br>+254 72 1680611<br>Box 536 Njoro, Kenya<br>