Archive for the Category » customer service «

Thursday, September 17th, 2015 | Author:

Faragha, Muda, Fedha

Mimi si kama amri debit. Sijawahi walipenda wazo kwamba chombo mwingine unaweza, katika mapenzi, kuchukua karibu kiasi chochote cha fedha yangu (vizuri … chochote ni inapatikana). mwenzake alisema suala hilo na MTN zingeepukwa alikuwa mimi imekuwa kutumia ili debit. Labda “urahisi” sababu ni kitu mbaya kama.

Nadhani penultimate swali hapa ni kama au unataka urahisi na wanaweza kuamini taasisi (katika kesi hii kwa fedha yako) – au kama huwezi imani yao na wako tayari kuacha kwamba urahisi. Katika kesi yangu, hata mimi bado swali urahisi, Mimi kujifunza njia ngumu na MTN kuwa ni doubly inaweza kuwa hazifai kwa kuwa dunia yako kushikamana kupunguzwa kwa “kijijini kisiwa” hadhi. Karibu kila mtu leo ​​huenda na sababu ya urahisi.

Urahisi

Kwa upande mwingine, sasa muda mrefu uliopita, I had a dispute with Planet Fitness ambapo urahisi ilikuwa upanga mbili-kuwili. Mimi taarifa business mazoezi yao kwa Tume Consumer Malalamiko (tangu re-kupangwa kama Taifa Matumizi ya Tume) and never got feedback from them. The gist of the issue is that Planet Fitness’s sales agent lied to me and a friend in order to get more commission/money out of my pocket.

Mimi nina Ugunduzi Vitality mwanachama ambayo inatoa faida nyingi, ikiwa ni pamoja na viwango vya juu ya kupunguzwa bidhaa Premium – wengi wao wakiwa yanayohusiana na afya bila shaka, as Discovery is a Medical Aid/Health Insurance provider. Ili kuiweka tu, Ugunduzi ni wa kushangaza. Vitality faida za kufunika uanachama mazoezi ambayo zaidi ni pamoja na Sayari Fitness. You still have to pay something, ishara ndogo ya aina, kwa Discovery, kwa ajili ya uanachama mazoezi. Lakini, baada ya yote, wao wanataka mimi kuwa na afya, so they don’t mind footing the bulk of the bill. Lakini, inaonekana, hii ina maana Planet Fitness’ mawakala wa mauzo hawapati tume!

Hivyo ni nini matokeo haya katika? Matokeo yake ni kwamba PF mauzo wakala alinipa takwimu umechangiwa kwa “Vitality-msingi” uanachama. Yeye alisema uongo. Kisha alikuwa na mimi kusaini mistari ya nukta kwa bei umechangiwa ya “mara kwa mara” uanachama (ndiyo, ni kweli zaidi kuliko hata taarifa ya mara kwa mara ingekuwa gharama), ending up about 4 na 5 mara kadri uanachama Vitality makao.

Epiphanies

Some time in 2011 Mimi hatimaye wisened hadi gharama mimi ilitakiwa kuwa kulipa. Discovery nina uhakika itakuwa si kuwa na furaha sana kuhusu fiasco huu. Nalisema na Meneja katika mazoezi, na nilikuwa na uhakika kwamba mkataba mzima utaondolewa. Mimi si mmoja kwa vurugu … isipokuwa kwa ajili ya mchezo wake wa … katika Octagon … lakini baada ya ziara yangu 5 kwa Meneja wa kuuliza kwa nini Daraja Debit walikuwa bado yanatokea, yeye aliniambia mimi nilishangazwa hakuwaleta silaha pamoja nami kwa ajili ya ziara. Baada chache ziara zaidi, Meneja kweli alikuwa kushoto Planet Fitness na akanieleza kuwa “mkataba” was between myself and Head Office and that the local gym, inaonekana operesheni franchise-style, alikuwa kidogo hakuna kusema kuhusu kama au inaweza kuwa kufutwa. Kama Makao Makuu alisema hakuna, Bahati mgumu.

By this point I’d lost it. I had my bank put a kuacha kwa amri debit. It was a huge schlep: I had to contact the bank every month because the debit order descriptions would change ever so slightly. It also cost me a little every couple of months to “kurejesha” the blocking huduma. Siwezi kusaidia lakini kufikiri mfumo wa benki inasaidia maneno ya kawaida lakini wafanyakazi si lazima kujua jinsi ya kutumia hiyo.

Technically I’m still waiting on the CCC to get back to me (kamwe kilichotokea – na bila shaka walikuwa re-kupangwa kama ilivyoelezwa hapo juu ili kesi pengine akaanguka kupitia nyufa). Bila shaka, na hatua hiyo PF pia alitaka Svartlistade mimi kwa ajili ya kulipa!

Shujaa isiyotarajiwa

Kutaja usiokuwa wa mpangilio wa suala ili Discovery (Nadhani aliwaita kuhusu meno ziara) ulisababisha callback na mmoja wa mawakala Discovery ya. Wao kisha akaniuliza kuelezea tatizo, kwa kina na kwa maandishi, bora kueleza kwa mtazamo wangu yale yaliyotokea. Mimi wajibu. Ni zinageuka mimi alikuwa na haki kuhusu wao kutokuwa na “furaha sana” kuhusu hilo. Kwa kweli wao kweli hawakuwa kama hayo. About three weeks later, Planet Fitness kufidiwa nami katika FULL kwa fedha zote kwamba aliyewahi kuwa kulipwa kwao.

Ugunduzi ni Ajabu. 🙂

Kushiriki
Friday, September 24th, 2010 | Author:

The upgrade to WordPress 3 was long overdue (as are many draft articles). Surprisingly, nothing looks different since the upgrade has been completed, though I also would not be surprised if I’ve missed an important plugin breakage.

I’ll be spending a day this weekend solely on polishing the site and finishing up some articles. You have something to look forward to. 🙂

Kushiriki
Thursday, June 03rd, 2010 | Author:

Why I’ve left MTN

So I’ve been shopping around in a non-serious fashion in the last few months trying to figure out how best to leave MTN and how get the best deal for me. I don’t like MTN since I became anirate“, as I might call such a customer in the ISP industry. MTN’s Customer-Service Call Centre had rarely been helpful or knowledgeable on their own systems. The final straw however was when their systems let me screw myself over and Customer Service was as helpful as a dead redshirt:

I had a billing issue where, admittedly, it started of my own fault. MTN has a feature where you can call in to find out the amount owing on your account. Only, as Murphy would have it, this amount was si the amount owing on the account but the last amount that was billed.

So one month my account was about R900. I called the number, mis-heard R500, paid the amount I thought I should: R500. 15 days later MTN suspended my account. No wrong done, right? Wrong.

First off, I received no notification of any kind. An sms would make the most sense, especially since it would cost MTN almost no resources: “Your account xyz is in arrears by R400. Please contact blah blah blah”. They could phone me, they could email me, something, but nothing of the sort happened. Suspend without Prejudice. Thats the best way to get the customer’s attention!

Now, not only could I not make calls and sms’s, I could not receive calls or sms’s. Further, I could not even call MTN’s toll free phone number. I had to use someone else’s phone to get to the bottom of the problem. After two days of haggling I finally found a lady kind enough to re-enable the account. Ten days later my salary goes in, I call the same number and hear a number close toR900”. I think to myself maybe I should double-check juuuust in case I mis-heard. I call again, I hear the same number again. Right. Pay the R900. Fifteen days later, my phone is suspended AGAIN. WTH?

Remember what I mentioned earlier?: “this amount was si the amount owing on the account but the last amount that was billed.” So, in spite of the fact that the voice prompt specifically saysPress 3 for Balance Due; [Presses 3] ; The Total Outstanding Balance is; Nine; hundred; na; #whatever ; Rands; na; #whatever; cents”, I actually owed them R900 plus the R400 that I’d paid short the previous month. No, I do not know if MTN has fixed this. I no longer care. Since I figured this out I started waiting for paper statements to see how much was actually due. Interestingly, their paper statements were also wrong. Only they had the opposite problem: “This invoice: R1300in spite of the fact that on the next page it says opening balanceR400”, closing balanceR1300”. Pah! Is it fixed? Again, I don’t care.

I let them know I wasn’t renewing the contract and I’ve now already ported my number away to Virgin Mobile. Because I want to keep my number and port it elsewhere, the store said I could not putunsatisfactory serviceas the reason for ending the contract but that it should simply sayporting”. Apparently by putting anything else there they might notnoticethat I want it ported. WTF.

What next? (without MTN)

In my research I’ve found that contractdealsare most popular. Typically, you can get a R8000 phone for R800 per month over 24 months with R500-odd worth of airtime per month. This amounts to you paying R19 200 over a 24-month period for a phone worth R8000 which will be obsolete within 12 miezi. You will get some airtime every month so you might feel its not a complete loss. However you should also remember that it costs the cellular companies nothing when you make those phone calls. Faida.

There’s a better way

There are much cheaper contracts, contracts for between R50 and R200 which include cheapish phonesphones that work damned well as a phone but won’t let you play games on the train. Most of these contracts actually give you the same airtime value (sometimes more!) as what you are paying. So for R100 you might get R100 worth of airtime plus some free sms’s, and a cheapish phone. The best deals I’ve seen recently have all been for the Samsung STAR, an understated but good cell phone, available from a number of retailers for between R100 and R200 per month. In most cases the deals have included the full amount of airtime. Virgin Mobile has probably the best example here: The cost is R199 per month which includes R200 in airtime and 1000 sms’s (ndiyo, you read that rightone thousand!).

Virginal Service All the Way!

Another reason I’ve gone with Virgin Mobile is a little something no other service provider does: AmixedContract/Prepaid facility. I get R200 in airtime however, if I go over that, the extra just gets added to my invoice. With MTN this could go sky high without the option of a limit! With Virgin, because I asked, it has a limit of R300. Hata hivyo, I can still add prepaid airtime (with cellphone banking, nogal). No other service provider lets you do this!

Remember that R8000 cell phone I mentioned earlier? My plan is to get the Samsung STAR and spend less than R300 per month. I’ll have saved enough money to actually go and buy a more expensive phone (or laptop) with the cash I’ll have saved! Bila shaka, if you actually use that R800-worth of phone calls, I guess the best available deal is where you spend the R19200 anyway. Maybe at least with a more critical view on your choices you’ll save yourself a good amount of money in future. Good luck in your search for your best deal!

Kushiriki
Monday, March 16th, 2009 | Author:

Im not gay. But if you’re single, ill marry you

Anon male client to Anon male consultant who went out of his way to help the client out.

If I were the one who helped this client and I got a response like this, I’d feel good about it.

Kushiriki