I am a Safaricom customer, and to be precise, a Safaricom postpaid customer. I have two lines, my main phone line and a data line for surfing. Every month I pay about 9,000 bob between the two lines to Michael Joseph and his merry men. Why am I on Safaricom? A number of reasons, the top two being the company I work for is a Safaricom partner and it wonâ€™t do to call a Safaricom partner on a Zain/Yu/Orange line, and the other reason is that changing my number will give me more grief than I care to imagine.
The mechanics are simple. As a postpaid customer I have signed a contract (two actually, one per line) binding me and my soul to Michael Joseph for the next calendar year.
What I failed to realize is that there is an official motto within Safaricom that states the following:
Postpaid customers are irritants. They are the stuff you find between your toes after a hard day of ploughing and tilling the fields
Why? Because being a postpaid customer is an endless series of grief.
- You get two or three threatening SMS messages a month to settle your bill, whether or not you have paid
- You get your bills, generally two or three months late, with an absurd disclaimer â€œignore this bill if you have already paidâ€
- You need to write a letter to do pretty much anything. I left a customer care lady talking to herself when she informed me that I needed to write a letter to them to sign up for M-Pesa. Well, you can S-Mother your L-Etters and S-Hove them S-Omewhere the S-Un donâ€™t S-hine
- Absolutely raw deals in all the promotions that Safaricom offers
That last one is what I find HUGELY irritating. Why should postpaid customers be short changed? Isnâ€™t our money legal tender? Look at the Jibambie promotion. The rate postpaid customers got was a shilling higher than that of pre-paid customers. Absolute bullshit. And in several capmaigns,postpaid customers are not eligible.
Here is the latest promotion I received in my email
Safaricom is pleased to announce the Niko na Safaricom â€œGet 50% extra airtime Top up Promotionâ€ where subscribers will get 50% extra FREE airtime on all top-ups of Ksh 50 to Ksh 1000 e.g. Top-up Bamba 50 get 75/- airtime, Bamba 100 get 150â€¦â€¦ 1000 get 1500/-
- ALL top-ups during the promotion period, from Ksh 50 to Ksh 1000 using scratch-cards, electronic vouchers (EAD), ATM qualify for the discount.
- You must top-up with Ksh 50 or more in one-go to qualify e.g. 3 Bamba 20 top-ups will not qualify
- Promotion runs from 0600hrs to 2359hrs on Wednesday 15th July 2009.
- MPESA top-ups and Sambaza DO NOT qualify
- Offer available on all PrePay tariffs i.e. Ongea, Safari, Super Taifa and Staff Tariffs only
- The extra airtime will carry the same validity as the normal airtime
- The credit can be used to make both off-net and on-net calls/SMS and browse the Internet.
Subscribers can top-up as many times during the promotion. Each top-up of Ksh 50 or more will receive the bonus airtime.
Well the hell with you and the Horse you rode in on.
I am dying to know the good reason that I am sure exists why I am not eligible to participate in this offer. Clearly postpaid customers hawakao na Safaricom. Are we on Zain and yet donâ€™t know about it?
I wrote back immediately demanding to know the basis behind this absurd discrimination. Knowing their ostrich strategy when dealing with customers, Iâ€™ll be surprised if I got a response.
Complacent indeed is the company that keeps giving its customers the middle finger.