A bit of a Background: The Notepads
About 6 years ago, I got my first mobile phone. At the time, having one was a status symbol of sorts. I remember my first SIM which we call line was KENCELL. At the time, Kencell was strict about SIM registration. I recall, I was given KES 250 airtime at the time of buying the SIM and you would get an additional KES 250 upon registering at one of Kencell’s customer service shops. I remember the first 250 didn’t last a day because of the exhilaration of having a mobile phone and the fact that a minute call was KES 40 to Safaricom and it didn’t matter whether the call was one second or a full 60 seconds! My first handset was one big big Ericsson 1018 which went up in flames a year later and was replaced with another Ericsson T28 (ooh I loved this phone especially coz of the flap!). My first SIM which I dont even remember the number was sold to a friend for KES800 two days after the second KES250 was finished. The amount garnered was used to finance the purchase of a Safaricom line which I have had since then.
A Glimpse of Customer Service the ‘Suffericon’ Way
When I acquired my first data enabled phone, I was so happy that finally I would read my mails on phone and would google everything under the sun. I once saw this chik with some serious stretch marks and I ‘Wikipediad’ it. I am always scrolling my phone that at one time on a boring date my mate got so angry and lamented “You really love your phone.” I have this friend who is not web inclined tell me, “You always on that phone like you just bought it” Having it connected was however abit of a problem. When putting the settings for Data, there is a menu that reads SMS Access and it has two options, GSM & GPRS. On setting the data account, the SMS Access changes to GPRS making it difficult or even impossible to send and receive text messages. Before I realized where the problem was, I called Customer Service and you all know how long it takes to get through. I couldn’t get through during the day so I waited one day until it was 1.00AM. Got through and explained my problem. The Customer Service executive suggested my handset had to be the problem and the best option was to return it to the dealer and get a different make. He gave me options mentioning Nokia. He also suggested that I could also do away with the data connection. I have never been so pissed! I was sure the phone didnt have a manufacturer’s error telling me to do away with one of the major reasons for buying the phone was such a vex. Eventually I figured out the problem and sorted it out myself and have been scrolling ever after.
The Lost Telkom ‘RUIN’ & Subcriber
Last year I decided to add another handset and join a new provider, Telkom Wireless’ CDMA. I wanted to make it easy to call landlines, reduce the expenses and the best part (or atleast I thought so) the internet connectivity. The internet service was bad. Slow and to me very expensive. I would load like KES100 and read only one mail! I remember I called customer service to complain and I was asked to stay on the line. As I waited to be sorted out, I could hear the customer service executives (I heard the other day that thats what they are called) laughing in the background. You know that annoying women laughter goes like “kwekwekwekwe hahaheheheehe uuuuuuuh!” Eventually the line was disconnected without getting help. I called again and asked why I was disconnected and the lady I was talking to hang up too. I never bothered to call again and never again did I use their dial up. In January this year, I guess the second week of the year, we got hijacked in a matatu and the wireless handset was among the lost valuables. The thugs couldnt think that I’d have two sets so my Sony Ericsson K Series was saved. I went to the dealer who sold me the CDMA and he told me Telkom does not replace lost RUIMs. Igave up on their services. They sucked anyway.
My Face Turns Berry Black with Celtel(‘Pain’)
I have this friend, a chik, who has been on Celtel for a very long time. We got closer last year and our communication moved from text messages to calls that would last to between 10 to 20 minutes. Being on different networks, the cost implications were obviously severe especially on me. It was inevitable that one of us had to ‘move in’ Her employer would not hear any of her moving in and me having had this line for so long and because of business related issues couldn’t just switch. I wanted some reliable data connection and I have been told endlessly that Celtel’s EDGE was the best because it was fast and I could even get unlimited monthly connection for KES3000. So I budgeted for a good handset I got myself a Blackberry with Yahoo Messenger, MSN, POP access (MS Outlook like which I badly needed for the office mails), blah blah blah. Yaani fully loaded. On this, I was going to use Celtel. The reception has been good and best of all, the calls are much cheaper. I can talk for an unlimited time for only KES65 down from the KES40 seconds calls I made years ago. It felt like Luanda Magere back to civilization! Now the part I wanted the most. Data Connection. I called customer service which was a smooth affair compared to their self-conceited rival Safaricom. I gloated how kool it was to get to customer service and how I could now call my friend for endless conversations. The executive told me how glad they are that I have joined them and am happy for their services and how they intend to ensure that I stay with them for as long as they are in business. After exchanging the pleasantries, it was time to explain my main reason for calling. It was then I got the shock of shocks! “I am sorry -G.R.E.A.M—, you cannot have data connection on Blackberry on your prepaid line, you have to join the elite, post paid” My heart sunk. My smile got wiped. “So what you are telling me is, I should have called customer service and enquire on what handsets you provide data connection on and ones you dont?” I asked with alot of indignation. I dont remember what the ‘executive’ said but my last words were “ooh fuck, this sucks!” I didnt wait for any apologies or vindicatory curse, I hang up.
The Cons, The Death Threats & Bonga Mob
Another major problem with these phone companies is failure to register SIM & RUIM cards. One, because of those phony messages telling you that you have won with Nakumatt, Unilever, Nation Media or some other company even when they are not running a competition. Not that I have lost anything as a result but I consider it spam and I believe we dont have to be put through it if there is a way to control it. Secondly, death threats. The first time I experienced it was exactly two years ago. I reported the matter to the police but as you know not much was done though the threats died when I informed the chaps that the CID were on the case.
About a month ago, the threats resurfaced. The guys asked me to call them so they could tell me why they had been ordered to kill me. I had grown much more since the first threats so I was abit armed for this one. I didnt call them. So they called again after waiting for like an hour. I asked them to sambaza some airtime so I could call them back. They sent me a message reading “Wee matharau macio winamo umenye kiria uracariria andu anyu ni maturie history yaku uria wekirwo ni mungiki, tondu wee mwiri waku na mutwe waku no mohaka tutenganishe. Njama ya Mungiki, Irungu Iregi na Maina” I had it translated and in simple terms it said that Irungu, Iregi & Maina who are mungikis were going to behead me. Three days ago our Manager in our office was asked to MPESA KES10,000 so he could be spared!
On a shopping trip to Sarit Center I decided to visit Safaricom’s Customer Service Desk based there to redeem my Bonga Points. In one of those off the cuff talks, I asked the representative serving me what they are doing to control such problems. “We cannot be able to register everyone, do you have an idea how many lines we sell in a day?” So I rested my case. I was asked to confirm how many points I had and I pressed *125# and the representative asked me “what are you doing? you are supposed to send a text reading ‘points’ to 125?” I wondered how she even got a job there and why I was even talking to her. I walked out and never redeemed the points.
The closing
Whats the point here? Not We have a long way to go. No buttered bread dipped in milk and honey for us. Not just yet. I dont even know whether we should look forward to an ‘improved’ Telkom or a newly branded Zain or the new boys Econet if thats the way to go. Its not all about doom, its good to have 3G, though its still expensive for heavy internet users (Eg those who download music & movies), its good to hear positive reviews click to read.
Olympic News & Pride
Kenya’s first Olympic Gold in Marathon. Congrats to us eeh! Kwanza with an olympic record! Thanx Wanjiru and all the heroes and heroines who put us in 3 position worldwide in the Track & Field events and 1st position in Africa.
South Africa with its superbia has only one medal and lies behind Zim, Morocco, Nigeria and even Mongolia! lol
Copied and pasted from Yahoo Sports
“Culminating a three-year mission to end years of embarrassment, the U.S. team survived a huge challenge from Spain, winning 118-107 in the gold-medal game Sunday. Order was restored in international basketball.” Aint that narcissistic? Am happy for Kobe though!
Play list
Isaac Hayes: A Hip Hop Inspiration album (Good for a Sunday Afternoon)
So much to comment on..allright, on sports, how about Egypt which sent a delegation (107? 117? definitely more than 100), and won only one bronze? we shouldn’t worry about the US, they are a whole continent with poached athletes, am proud to be Kenyan at times like these when our athletes shine, even the Dunfords. Am giving them these four years….
The Dunfords will have a medal next time I believe
As for mobile phones….I got my first two years ago after high school, and calls still used to be 30 bob to Safaricom and 50 to celtel. All my friends were on Safcom, and that is how I ended up with the one line…
There was this joke about 4 or 5 years ago, using Kencell or Celtel was like watching KBC News!
Don’t even mention how service sucks in Telkom Kenya….your phone is down and it takes years (if u are lucky) for it to be repaired..it was a relief when the mobile phones came in…
As for Zain and Econet, if they bring the prices down in the market, they are welcome.
This mini-post has to come to an end sometime… but before I go, on the internet issue, I’d go for safaricom broadband modem so I can surf on my comp..when I can afford it
Am sure Safcom’s charges for the connection will come down soon
That trip you describe vividly has been visited upon us quite so evenly.
Am sure if everyone of us was to tell a story, they’d all close shop
Thanks for the link love.
You welkamed bratha
True we have just started the journey and I hope these people will one day wake up and be in touch with the people. As for the customer care one time I called Safaricon and a very rude young boy tried to teach me how to use a phone. I really showered him very well. Sometimes you wonder who made them customer service guys.
I hear for Safcom to give you a job in customer service you must be a graduate in some course. Sometimes its not even about a degree, brains, IQ ….I would have loved to hear the exchange lol
Our heroes and Heroines are the best. Thought I was the only one who was laughing at SA and Egypt….
By the way, would they adopt Kenyan athletes like Qatar & others? lol
I remember those old Kencell SIM cards! They were like in CD cases, and you could only buy one in a Kencell shop, like for 2,500 bob.
I would migrate to Zain lakini they’re not worth it.
Damn we have come a long way! They are now hawked in tao for 30 Bob. Someone told me the other day that the dealers are given the SIMs for free, they sell them cheaply coz once you buy they benefit from every call made in future!
For data, I bought one of those GPRS 2G modems and they suck. I use it for chat and you have to keep reconnecting like every 5 minutes. It’s just that I’m not as close to my friends as you are to your lady friend
Go 3G but dont rush for it now. Am sure they’ll come down just like the SIMs. I have the ZAIN but I dont even know the number!
Death threats? Ai!
For real!
T28 Lol. We’ve come a long way. My first phone was a Siemens C25. It had this extremely shrill ring tone and no vibrate…….. It was big and black but kinda cute.
Siemens is not doing very well right now yet they have a branch here on Ngond Rd. The Siemens I remember very well was one we used to call Roll On with a red screen
Haki kencell actually charged us 40 bob a minute! My hate affair with them started then. To this day even as their charges keep dropping I’ve not been tempted.
My SIM despite having Celtel colors still reads Kencell in Advance Options Menu on the BB!
Now now Telkom. Let’s give them time and see what the new player has in store for us. They say they’re changing.
I am hoping they will be a better option too considering they set up their Optical Fiber about 3 years ago!
Thanks A for the info, will keep you posted
Thanx buddy, looking forward to hearing from you
Yeah there was that little siemens phone that would light up a fierce red on the screen and the notepad whenever a call came thro! I’d forgotten that one! It was so so red.
We can modify its nickname to something like ‘The Roll On Red Alert!’
Am still wondering why Siemens why they are not belligerent in marketing their phones. They give Germany a bad name after giving the world one of the best cars around, the VW & MB!
Nice post!
You finally here! Karibu sana & Thanx alot
I started with an Alcatel Club (yeah the one shaped like a rungu) on Kencell I still keep the number to this date, I also have had several Safcom numbers which I keep on loosing (sometimes intentionally – when I want to loose some people for good) I keep the safcom line for people who need to call me and are not willing to call my Zain line (fortunately its subsidized by my employer so I don’t feel too much pain calling Safcom).
How I would love to be subsidized too! Alcatel look like Peugeot 504! lol
I also browse continuously on my phone to the point of being antisocial I don’t know how I could survive without it I have to use Zain cos where I stay the Safcom network is awful and anyway its continuously reliable, can’t use 3G since thats only in Nai and MSA
Safcom notes the fierce compee they are facing. Thats why they have Bonga Points, mother of inventions in mobile communication, MPESA and 3G network which am sure will spread like wildfire across the country. Sh****t feels like I work for them!
Whoever found the celtel colors girlish? The yellow and red was an assault to the eye….Zain definitely has softer colors.
I had a feeling that Zain didnt come with a bang like Celtel did. Then I heard of the Classic 105 Zain Man. The colors, its going to take a while before we used to it.
Just like Kirima and you, I am also hooked to my phone! My first phone was a trium (heard of it?). I tell you we’ve come a long way. I got a celtel line purely for surfing the net. Before safcom rolled out 3G, their connection sucked! All in all am happy phone charges have dropped like a nonsense over the years and I agree with Savvy, celtel colors sucked! Oh, Nice post!
I have read about trium in gsmarena. I still cannot believe Zain does not offer connection on Blackberry if you are on prepaid!
Thanx for dropping by
Savvy someone said the Zain logo looks like a mosquito coil. Lol. I guess you cant please everyone.
Hahahahahah lol. Very nice. Am off to share that one!
Hellu. Thanks for the visit and the linky. Having a Celtel/Zain number does not make sense to me since the people on my phone book who are not on Safcom can be counted on a couple of my fingers.
So what is Zain’s corporate color since i have come across a kaleidoscope in the posters that are up. This guys have a talent for bad marketing.
Karibu sana. Am also confused about the colors! I have seen green, the old Kencell pink, yeah pink I think!
Our Kid has hard words for them.
what a frustrating experience you must have had. me i have a simple nokia 3110, got settings from safaricom, downloaded opera mini and have internet access on my phone which is fast and easy to use and i love it. im always on my phone, googling stuff, checking my mails, reading blogs. lol! you have mentioned alot in you r post about modems, GPRS, EDGE, ect, i dont know what all those things are. im ignorant like that when it comes to anything IT related. maybe ill deal with it later
You dont have to know them all.
anyway, i have never had a celtel line so i know nothing about their connection etc, but i do know safcom have bad customer service.
as for kenyan runners, they made me proud. esp. jelimo and wairimu. ( btw, i think that wairimu guy must be half kalenjin) he cant be all kyuk
Its Wanjiru. He aint Kalee, he has exploited what many other kiuks have lengad for a long time. Thanx for visiting. Be looking forward to read more of your posts
This is interesting. I am still torn between Suffericom/Safaricon and Zain on voice calls. Waiting to see if Orange come with a difference. But I guess Zain will win my heart eventually. Am sick and tired of this Safcon poor network and call drops.
For Safcom to be in the business, they have made Mpesa even bigger! You can withdraw from Pesa Point ATMs. We must admit that was a fast one!
On Telkom, I lost my CDMA handset in similar circumstances and they had the balls to tell me they aint got replacements. I dumped them there and then. Just took one loooooooong look at their customer care on GPO first floor and then scattered. I’ll only go there again if they (Orange) bring iPhone at reasonable rates.
iPhones will be on point!
On internet, I am still sticking with Zain. They are soon going 3G, I hope they cover more areas than Safcon and that they still offer unlimited internet on 3G.
I hear Zain’s unlimited is EDGE is on point! We will see with their 3G. Cant wait for the fibre optic laying to be completed. Years of snail connections over!