I gotta tell you folks I am pretty convinced that Orange Kenya are the kings and queens of unfinished business.
I first observed this prior to the launch of the iPhone 3G. Here was a multinational with a kick ass brand launching the most superior handset on the planet backed by a company that is literally loved by its fan boys and they didn’t even have a 3G network or even a promise that this was forthcoming. This was moronic in my view but in retrospect it may have been a good move.
As Seth Godin keeps saying, Ship! move whatever crap you have in your warehouse however horrible it is. Criticism and ridicule can only improve you.
Skip to 2011 and a fella called Mwangi needs a microsim to slip into an iPad and rock on the impressive 3G network that is pimped by Orange. Just to make things clear, i have options. Airtel and the Safaricom both have decent 3G offerings so this choice has nothing to do with technology. Just loyalty and after all they do stock iPhones so handling an iPads needs should be painless no?
Its like a psychedelic induced mole believing your behind is its rightful home. The seemingly clueless customer care do not help one bit. Here is a rudimentary checklist.
- Do they stock Microsims? = yes
- Is the no. on the microsim easily visible? = No
- Is it visible at all? = no
- Does calling customer care help? = no
- can you top up? = yes
- is there a confirmation? = no
- can you buy a bundle ?= no
- Does customer care help? = no
- Do you feel like slapping someone ? = YES
With Safaricom on the other hand we have this wonderful site www.safaricom.com/bundles that lets you buy bundles direct from the browser. Doesnt matter your device all you need is airtime on it.
Money and customer loyalty is not rocket science. How do Orange imagine iPad users on their network will top up, buy bundles and happily browse?
I have just received a call from orange and they are trying to sort me out. They also say they are in the final stages of creating a web portal to carry out such activities on non USSD compatible gadgets. Thumbs up!
They have since launched a web portal through which you can manage any no. that you own or use. Now buying bundles and loading airtime is a breeze. Kudos !! You can find it here http://myaccount.orange.co.ke