Orange Kenya has been on the media crying alot about not making money or being cheated out of the whole deal by the Kenyan government. What Orange Kenya is not talking about is its very pathetic customer care. I have had issues dealing with very very rude customer care agents. Its not the telecare agents but also the customer care or salespeople at its shops.

Take the case where I went to buy an Iphone for a client of mine at Teleposta towers shop of Orange. First there was only a box of iphone on display at the shop and so I decided to go to the central desk where two ladies sit idly with one security person.
I asked for information brouchure on the terms for purchase of the iphone. The lady asked me if I wanted to buy the phone. I asked her if Orange has some free phones because teh question of whether I wanted to buy the phone was very unneccessary.
She picked her back and a few belongings and left without uttering a word. I found that annoying and strange. There was the second lady so I approached her to ask if she can help me. The second lady reffered me to the BM security person sitting next to her. Now that was very insulting. Why should an orange customer care agent reffer me to a watchman while I want to spend money in their shop? I should go to the security people when I have a security problem. The issue of being reffered to security persons was very common in Safaricom and Zain and it has reduced but it still very much in Zain.
The second instance is today. Since Yesterday night, I have been having issue with my RUIMless EVDO connection. The line has not been connection and has been having connection error ranging from PPP link cannot be initiated to “the remote computer did not respond”. I called the customer care and found Edith. I explained my problem and she told me that she is escalating my issue. I went to sleep and at around 9.30 am today, nothing was happening and so I called back again and I was not going through to 121 which is the broadband support line. So I decided to pay for the call and so dialed 020 2222 121 which is the 121 line but now this you can call from any line. I called the number from a Safaricom line number 0726 034 530. It went through and I explained my problem.
The lady on the line this morning seems to understand well the operation of the modem and even gave me a reference number, 22893. But that is until I told her that the issue has been escalated and her telling me that she is escalating the issue is not giving me much hope because no one called me or solved my problem when the issue was previously escalated.
She went mute. I asked if she was still on the line and she didnt respond until the 4th time when I asked why she must go mute on a client. I asked her if that is the policy of Orange or it is just her simple way of fighting bothers like me. She didnt respond and went mute again. I asked her for her name and she was not ready to say it except mumble something close to Ochola or Bifwoli. I insisted that she tell me her full name clearly if she was honest in her dealings with me. She completely refused until I told her that come rain come sunshine I will make sure that this issue reaches Orange CEO and she better tells me her name if she is really honest and open in serving me. She said she was only known with one name and it was Bochol. Then I asked her if she was also employed with one name and her employment card has one name. I told her that I wanted to deal with the issue officially and so I wanted her official names and not some informal acquintances or names.
She later agreed and said her names are Bochol MOhammed.
The way three customer care agents of one phone network handled me showed me that there is a great problem in the sector and its only that the management of the phone companies take time and visit the customer care centres and see for themselves how their agents are mistreating those who bring them money. Going to Orange and Zain is like entering a class full of bullies. You will be shown the middle finger and molested.
I once lost my EVDO username and password and when I wrote an email, the customer care agents insisted that I go to the customer care centre I bought it from. I asked  if I should come all the way from Garissa to Nairobi to get a pasword while Orange has my email address and can just ask me a few security questions to confirm if I was the real owner. They insisted I go to the customer care centre I bought it from and so I went to Extelecoms where I bought it from. After telling my problem to the agents, they asked me for my name, place of purchase and date of purchase. I said my name but couldnt remember date of purchase. She said she cant help me without date of purchase and so I asked, “Your system has how many Rober ALai?” She couldnt say how many and told me that the system can only sort by date. I told her to try sort with username, [email protected], she said it is very hard.
I left the centre pissed and since Safaricom was running a similar offer, I went ahead and bought Safaricom Unlimited. I went back again later to Orange to ask for my username and password since I wanted to give someone the line to go with to KIsumu. I emailed my predicament to the customer care. I didnt get a response but a lady who claimed to work with Orange customer care was infact my friend on facebook. She started telling me how they are infact reading my mails and just laughing in the office. She told me how infact they enjoy my emails which are well documented but they cant help me because its just so hard.
Orange pisses me off and if I dont get to use my modem today, I expect a full refund on my unlimited time. This is not a charity. I pay for it and so must get quality service. So Orange better listen because we made noise and Safaricom and Zain changed and we will make sure Orange changes. We dont run away from problems. We fight problems through thick and thin.
Robert Alai
[email protected]
0726 034 530

Orange Kenya has been on the media crying alot about not making money or being cheated out of the whole deal by the Kenyan government. What Orange Kenya is not talking about is its very pathetic customer care. I have had issues dealing with very very rude customer care agents. Its not the telecare agents but also the customer care or salespeople at its shops.
Take the case where I went to buy an Iphone for a client of mine at Teleposta towers shop of Orange. First there was only a box of iphone on display at the shop and so I decided to go to the central desk where two ladies sit idly with one security person.
I asked for information brouchure on the terms for purchase of the iphone. The lady asked me if I wanted to buy the phone. I asked her if Orange has some free phones because teh question of whether I wanted to buy the phone was very unneccessary.
She picked her back and a few belongings and left without uttering a word. I found that annoying and strange. There was the second lady so I approached her to ask if she can help me. The second lady reffered me to the BM security person sitting next to her. Now that was very insulting. Why should an orange customer care agent reffer me to a watchman while I want to spend money in their shop? I should go to the security people when I have a security problem. The issue of being reffered to security persons was very common in Safaricom and Zain and it has reduced but it still very much in Zain.
The second instance is today. Since Yesterday night, I have been having issue with my RUIMless EVDO connection. The line has not been connection and has been having connection error ranging from PPP link cannot be initiated to “the remote computer did not respond”. I called the customer care and found Edith. I explained my problem and she told me that she is escalating my issue. I went to sleep and at around 9.30 am today, nothing was happening and so I called back again and I was not going through to 121 which is the broadband support line. So I decided to pay for the call and so dialed 020 2222 121 which is the 121 line but now this you can call from any line. I called the number from a Safaricom line number 0726 034 530. It went through and I explained my problem.
The lady on the line this morning seems to understand well the operation of the modem and even gave me a reference number, 22893. But that is until I told her that the issue has been escalated and her telling me that she is escalating the issue is not giving me much hope because no one called me or solved my problem when the issue was previously escalated.
She went mute. I asked if she was still on the line and she didnt respond until the 4th time when I asked why she must go mute on a client. I asked her if that is the policy of Orange or it is just her simple way of fighting bothers like me. She didnt respond and went mute again. I asked her for her name and she was not ready to say it except mumble something close to Ochola or Bifwoli. I insisted that she tell me her full name clearly if she was honest in her dealings with me. She completely refused until I told her that come rain come sunshine I will make sure that this issue reaches Orange CEO and she better tells me her name if she is really honest and open in serving me. She said she was only known with one name and it was Bochol. Then I asked her if she was also employed with one name and her employment card has one name. I told her that I wanted to deal with the issue officially and so I wanted her official names and not some informal acquintances or names.
She later agreed and said her names are Bochol MOhammed.
The way three customer care agents of one phone network handled me showed me that there is a great problem in the sector and its only that the management of the phone companies take time and visit the customer care centres and see for themselves how their agents are mistreating those who bring them money. Going to Orange and Zain is like entering a class full of bullies. You will be shown the middle finger and molested.
I once lost my EVDO username and password and when I wrote an email, the customer care agents insisted that I go to the customer care centre I bought it from. I asked  if I should come all the way from Garissa to Nairobi to get a pasword while Orange has my email address and can just ask me a few security questions to confirm if I was the real owner. They insisted I go to the customer care centre I bought it from and so I went to Extelecoms where I bought it from. After telling my problem to the agents, they asked me for my name, place of purchase and date of purchase. I said my name but couldnt remember date of purchase. She said she cant help me without date of purchase and so I asked, “Your system has how many Rober ALai?” She couldnt say how many and told me that the system can only sort by date. I told her to try sort with username, [email protected], she said it is very hard.
I left the centre pissed and since Safaricom was running a similar offer, I went ahead and bought Safaricom Unlimited. I went back again later to Orange to ask for my username and password since I wanted to give someone the line to go with to KIsumu. I emailed my predicament to the customer care. I didnt get a response but a lady who claimed to work with Orange customer care was infact my friend on facebook. She started telling me how they are infact reading my mails and just laughing in the office. She told me how infact they enjoy my emails which are well documented but they cant help me because its just so hard.
Orange pisses me off and if I dont get to use my modem today, I expect a full refund on my unlimited time. This is not a charity. I pay for it and so must get quality service. So Orange better listen because we made noise and Safaricom and Zain changed and we will make sure Orange changes. We dont run away from problems. We fight problems through thick and thin.

Robert [email protected] 034 530

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  • Smith Liyai

    I find it hard to rather believe this blog rather than the fact that you were treated rudely; One reason why I will not give you a plus in this is because you sound very rude yourself, fine Orange, Safaricom and Zain have had the worst of services I for one do not compliment any of this, but frankly speaking if you approach someone rudely, then you expect to be treated like a king you must be out of your mind. …………………” I asked her if Orange has some free phones because the question of whether I wanted to buy the phone was very unneccessary……………..” I find your commecnt rather unneccessary I dont know what it would cost you to be courteous. But may be you are different. But I am perturbed by your esctatic bashing of Zain and Orange service when you very well seem to have warranted the service you got. I actually made this post well because I have orange products and I am a dealer of Zain, Orange and safaricom, one thing I know is there is a lot of competition between the telecommunication companies. My services with Both Orange and Safaicom are prompto! Now Your intentions are wanting to put someone on the limelight for your own self satisfaction is just wrong. If you planned to report that to the CEO then you ought to have talked in a manner of respect, for all I know the agents are an extension of the CEO and the management at large. …..You now have a friend from Orange on facebook whose been laughing about your mail!!!! Funny huh!!!! then why didnt you put the name so all can see, This is straight up absurd. If you walked into anyones shop and acted rudely I know what she would tell you,….. I dont need your money!!!!! If you feel Zain services are poor honestly find a better one for crying out loud or find a better way to vent! I have worked for Zain and for that matter I know everyone is on pressure to perform!! I do not disqualiffy criticism but if you have to, do it constructively.

    I hope it finds you well.

  • Smith or whoever you are do you know anything about customercare? When I come to spend money in your shop, I am king. And it doesnt matter how I come but when I want a service I want it and should get it. I really dont see any point you are making here apart from repeating that “you were rude” while if you see the same thread in facebook you will realise that around 43 who commented on it have similar experiences and the head of corporate communication at Orange and CEO all agree that they found out it is true.

    You hide behind fake identities to settle personal scores. Thats how unreal and cowards behave. ANyway be my gues and I stand by my case

  • Kennedy Liyai why call yourself smith Liyai and use fake email address? That is what they teach at Strathmore?

  • donddon

    Hey Alai,I once thought you were a repectable man with the things i read in your facebook page.I lost my repect for you when you subscribed me to your stupid blogs that i have no use for.So now you are complaining about customer care,dude why dont you try and treat others with the respect you so desire then see if the same is done to you.If I have not personally subscribed to your blog groups,do not do it without my concent.Otherwise we are going to see who is more computer savvy and who will fill spam mails in inboxes.If you have recieved messages to unsubcribe email ad's from your blogs,dont reply them with insults,UNSUBSCRIBE THEM!!!Its that simple.

  • techweez

    wow. i like this conversation, but either way, what i like abt orange customer care is that i rarely get attended to when i call, and my persona experience at telposta was good, maybe because it was a cute girl serving me

  • Ahmed

    Smith Liyai and donddon why use fake names and email address??? You must be working for Orange if not Robert Alai's haters.

    The first secret of good customer service is how to build business to customer loyalty.Good customer service is the bread and butter of your business – and so Orange should stop crying wolf if their customer service is pathetic.In today’s market environment, service has become a cliché and it seems like “everyone’s doing it.” So, if everyone is doing it, why not jump ahead of the wolf pack by providing even more creative, personalized service to your customers than your competitors can?

    If a customer comes to you about a complaint, be very serious about how you handle it.The Customer Is always Right…….If you aren’t taking care of your customers, your competition will.

  • Shiko

    Ahmed!

    I totally agree with u!!!

    Why is Good Customer Service Vital?It's simply because customers are turning their backs to businesses that do not deliver value. And good customer service adds value! There's no way around it. No shortcuts. Customers demand value for money, or they are out of the door.

  • Why do men have to hide their IDs if they are real? Scared? Ha ha ha. I love it because that is tabia ya ma sissies.

  • kendi8

    robert alai or whtaever yor name could be…. you are the most unserious uncultured human being i have ever encountered.. i dont have much for you apart from… have you googled yourself of late and seen all the negative staff about you… since you spend so much time behind that computer… fattening your already fat self.. stinking your life away… you think we are all wrong??? get serious….one must have some manners.. then again maybe not you….you are no KING how much money do you give Orange??? just how much compared to what they make… you issiue by the way… the one you always want t be handled by customer care….is not that serious so come the hell down

  • Continue yapping and crying and googling. Just a barking dog. I am being attended to wanker

  • Donddon5281

    Mr.Alai
    Mine was a very simple request,I would like for you being part of Mlalahoi group's admin's/mods to delete my email address from your list of subcribers.See, what you did was wrong and you have done it to others as well for am not the only one complaining.You decided to take email ad's from facebook and add them to your blog.Now I have a crap load of spam mails getting into my email inbox that i have no need for and to be honest is inconviniencing.Being that i thought you were a well educated and learned man,I thought a simple “please unsubscribe me” would do it but what i recieved in return was a hurl of insults and how anti-kenyan i am because i dont want to know what is going on in kenyan politics.I have no business with your experience at orange cust. care other than the fact that you demand respect being their “king” to qoute you but you have no respect at all for others.So why again you demand respect is beyond me.Now I dont use my real names and email address coz of poeple like you,why would i need to give you my email ad while you clearly have it in your subcriber's listing.If i put my name and ad,all am doing is everyone on the web a free ticket into personal life….long story short my personal info is just that,personal.
    Once again for those that like politiking and trying to draw conclusions that have no basis,I dont know Alai personaly or otherwise,just that he is a political fanatic who as i have read is all about fighting for Kenyans' rights, thats debatable.All am asking is if he recieves a request to unsubscribe someone from his blog,just do it for i have no need or interest in what his blog is all about.I dont need insults or charactisation,simple just delete the email and there will be no need for this back and forth stuff.So to you Mr.Alai i will send another unsubriction request and i hope this time you will act accordingly.I dont need to tell you what my ad is, you should subscribe everyone and anyone who requests you to.As simple as that……

    The Don.

  • guest

    Ahmed,
    One thing you got straight is that am a Robert Alai hater…for reasons i have no intensions of explaining to you.As for customer service,dude i dont give a crap,you and him deal with orange, i have no business with them or speaking for them,I love verizon wireless just good,butt off!!

  • GUEST

    THIS WAS 3 YEARS AGO…ALAI HAS NOT CHANGED!!!!!!!!!

    The moderator of Kazi-Africa googlegroup is driving me insane….please help someone !! anyone ??
    I never subscribed to Kazi-Africa googlegroup but found myself somehow receiving a million and one emails from them .I have no connection whatsoever with this group and attempted on numerous occasions to unsubscribe …all my attempts failed. Finally i write demanding that i be unsubscribed or i will report it as abuse -the moderator (Robert Alai) then sends me a message being abusive and swearing and making all sorts of insulting remarks …I apologise and explain i was merely irate cause my inbox was being flooded with postings and i just wanted to be unsubscribed…..he keeps sending me replies refusing to unsubscribe me and looked at my surname and tells me I must be a racist thats why I dont want their emails and he made several threats with dealing about my racism lol ….not once was i rude or abusive to him prior to this…i then wrote him and told him he was ignorant and had no sense and im not responding to him ……..any ideas ??there isnt a report abuse on googlegrps
    3 years ago

  • GUEST

    Mr.Alai
    Mine was a very simple request,I would like for you being part of Mlalahoi group's admin's/mods to delete my email address from your list of subcribers.See, what you did was wrong and you have done it to others as well for am not the only one complaining.You decided to take email ad's from facebook and add them to your blog.Now I have a crap load of spam mails getting into my email inbox that i have no need for and to be honest is inconviniencing.Being that i thought you were a well educated and learned man,I thought a simple “please unsubscribe me” would do it but what i recieved in return was a hurl of insults and how anti-kenyan i am because i dont want to know what is going on in kenyan politics.I have no business with your experience at orange cust. care other than the fact that you demand respect being their “king” to qoute you but you have no respect at all for others.So why again you demand respect is beyond me.Now I dont use my real names and email address coz of poeple like you,why would i need to give you my email ad while you clearly have it in your subcriber's listing.If i put my name and ad,all am doing is everyone on the web a free ticket into personal life….long story short my personal info is just that,personal.
    Once again for those that like politiking and trying to draw conclusions that have no basis,I dont know Alai personaly or otherwise,just that he is a political fanatic who as i have read is all about fighting for Kenyans' rights, thats debatable.All am asking is if he recieves a request to unsubscribe someone from his blog,just do it for i have no need or interest in what his blog is all about.I dont need insults or charactisation,simple just delete the email and there will be no need for this back and forth stuff.So to you Mr.Alai i will send another unsubriction request and i hope this time you will act accordingly.I dont need to tell you what my ad is, you should subscribe everyone and anyone who requests you to.As simple as that……

    The Don.

  • Armon

    I also av the same problem with orange .My 100+ mbs and ksh 250 credit mysteriously disappeared and i cant get a refund.Orange we need value for our hard earned money.poor net service orange 3G+ sevrce are offering a rotten service