I have to say this, you never know what you have til you do not have it anymore. Good customer service is one of the things we take for granted and sincerely, it takes quite a lot to achieve it. A while ago calling Safaricom customer service was really hard and if you got through, you would stay on hold for quite some time. That seems to have changed for the better and I can stand and testify on behalf of Safaricom.
I was in Nairobi when Safaricom launched the 7-day unlimited internet offer and I still had some data left on my account so I decided to use that until its finished then i can try the offer. Unfortunately I had to travel out of Kenya on Wednesday and at the airport, I managed to finish the data. When I got to my destination, I recharged my line and subscribed to the 7 day offer (Which I had actually just received an ad of via SMS a moment earlier while still out of Kenya). Unfortunately, I tried to connect and the connection was established but no data available. Connection kept timing out. When I called customer care, which got through to really quickly, they told me that I could not get the offer while roaming and as disappointed as I was, they promised to follow the case through to see what help I could get. I couldnt even get to connect using my normal airtime billing so I had to stay without the connection.
Next day a lady from Safaricom calls to just let me know they are working on the issue and they will be in touch. Another day later, they refund the airtime to my account, am able to use my account. Now that may sound like nothing to write about but please try call customer care in Tanzania, I have tried Vodacom, I will never try ever again. You just have no rights with the networks in Tanzania. Zain has an “unlimited” package for data which happens to be limited to 400mb. Try call them about it…
Congrats Michael Joseph, Safaricom made me proud to be a Kenyan today.
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