Like several Kenyans,I often
‘line-hop’ to take advantage of the various phone companies
offers and differential rates.
Consequently,I have ALL four
lines:Safaricom,Yu,Airtel and Orange which I switch to and fro
depending on the time of the day and who I want to call in my bid to
save an extra coin.
Therefore,if things don’t go
according to my expectations I feel cheated and have to call the
customer care for an explanation or clarification.And yeah,I am very
conscious of my consumer rights,so,I call any time there is an
anomaly,and you can trust me I have a detailed view of how every one
of them comes through in terms of solving my problems.
I rate them according to:
- The number of times I have to call them.
- Connection time
- Professionalism
- Knowledge of the executives
- Solution of my problem
Orange
Orange does not have many problems,so
you don’t have to call customer care every time..and when you
do,the connection is fast,the executives are quite professional,know
their work well and chances are,you will come out of that call
smiling,your query having been solved.
They are relatively active on
twitter,responding to queries now and then.
No much complaints.
Number:100 Twitter: @OrangeKenya
FRANKRATING : 8/10
Safaricom
It is the market leader,with the most
subscribers and I think it’s quite overwhelmed by its client base
in terms of customer care-just visit it’s customer care centers and
the queues will tell you.Its eternally busy and connection is
lucky.However,if you are lucky to get through,you will be served
professionally though satisfaction is not guaranteed.
On a bright side,their Twitter team is
very efficient and is my preferred method of contacting Safaricom
Care.
Number: 100 Twitter: @SafaricomLtd/
@Safaricom_Care
FRANKRATING: 6/10
YU
This kid Yu.It has the most offers and
is the choice for many youth due to its many free-call offers.The
most cost-efficient but a very low quality.Its network is quite
congested considering it’s number of subscribers.Still uses EDGE
Internet(sucks) and routine dealings such as checking airtime balance
and topping-up is so tasking that you just give up.
Now,the customer care is boring,for
lack of a better word.Not so disappointing,but chances are,your
problem wont be adequately sorted out.The executives may not even
have an idea what you are talking about,and if you insist,they will
disconnect you-quite unprofessional.
If you complain on twitter,they will
answer after one week,with an excuse-if they respond at all!
Number: 100 Twitter: @yuKenya
FRANKRATING 5/10
Airtel
I saved the worst for
last.Actually,Airtel is the reason I wrote this.
They have so many blunders-overcharging
you,network issues(the 3.75G is barely noticeable),Internet wont
connect for a week,among many others-so you will have to call them
ALL THE TIME.
And when you call,connection time is
fine-if you call during the day.I don’t know if they close at
night.The executives may sound rude if you get too insistent,they
will tell you a lie,like ‘we will call you’ or ‘I have
forwarded your issue to the technicians’ or ‘switch your phone
off and back on’.It’s very unlikely that your issue will be
sorted.
I actually know one girl working at
Airtel who asks me for their GPRS settings,they might have an offer
that the executives don’t know about!
If they overcharge you,you have to
insist for a refund-they keep telling you to wait,and when they do,it
wont be the whole amount.
Their twitter account does not even
seem like theirs-You will NEVER get a response or any updates.
They need to improve.
Number: 111 Twitter: No Need.
FRANKRATING: 2/10