Airtel Kenya

I don’t understand some companies.

I imagine that the primary motivation for a commercial company is profit. For a mass market company that profit lies with the consumers. Keeping our consumers happy is thus a reasonable way of getting more money = happy shareholders. Keeping them infuriated is not a good plan.

Back when they were still Celtel or Zain, I got myself a postpaid line since I ad an online gig that needed near constant internet. Back then accessing net was either at a cyber(expensive and movement restricting) or getting a mobile connection(still expensive and slow but doable)

I used to pay what I pay now for my Zuku connection so I expected proper services. It was fine technically for the most part considering the times and the options available.  At some point they decided to ‘revamp’ the postpaid offering. The resulting interaction led to my breaking of he contract.

The deal we had was this. I pay 4,000/- a month and get unlimited internet and 1000/- for voice /SMS usage. Pretty ok and I had no desire to leave this arrangement. The new plan was more or less the same but voice was cheaper so of course I signed on. Once the new postpaid plan was launched they decided that I no longer needed unlimited internet and started billing per MB. All without as much as sending an SMS or email about it. Come the end of the month I am presented with a bill for 45,000/- bob. The ensuing correspondence between us was basically threats about me signing a contract and needing to pay and nonsense about my phone being off when they tried to reach me.

 I just threw away the line and let them keep the deposit.

Recently I came upon Airtel airtime vouchers that was unused for a past project. The vouchers had since expired and thus unusable.

I have had similar predicaments with both Orange and Safaricom and the matter was dealt with swiftly usually by extending the expiry of the cards and rendering them active again. As explained by @tommakau here it is not a prudent policy for telcos to extend the lifespan of  their consumable products but simply refusing to enable consumers to use legitimately purchased resources is just ridiculous.

Calls to the customer care were unfruitful, Twitter responses were the standard ‘ give us your no. and we get back to you’ (They haven’t.), visits to the Customer centers result in a blank look and my cards being slid across the table back to me. Basically the message is ‘ You shouldn’t have let them expire in the first place.’ For the most part they have no idea what to do with them. Replacing or sorting you out is seemingly not amongst their options.

I now have 3,000/- bob worth of Airtel airtime and the best I can do with it is use them as table wedges or kindling for fire.




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