in

Why Orange Kenya will continue crying wolf

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, BB09110240@orange, 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
alai.robert@gmail.com
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, BB09110240@orange, 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 Alaialai.robert@gmail.com0726 034 530

Robert

Written by Robert

Respected Kenyan blogger, tech evangelist, and social justice activist. Robert is known for his hard-hitting articles and opinions disseminated through his Twitter handle @RobertAlai or Facebook page (www.fb.com/RobertAlai).

15 Comments

Leave a Reply
  1. 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.

Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.

Loading…

0

Comments

0 comments

Rwandatel to introduce `Mobile Money’ services

Mainstream Media Display Fear of Social Media