25 Jun 2012

THE AGONY OF AN ANGRY SUBSCRIBER


                                                                                                                       
MTN, GLO, ETISALAT, AIRTEL, STARCOMMS,VISAFONE,MULTILINKS and the list goes on and on... We have so many of them, both CDMA and GSM, we maybesubscribed to more than one of them. The average Nigerian is subscribed to about 2 of these networks, and own 2 if not 3 sim cards. Reason being, some networks just like to misbehave, or the plenty promo's they are fond of organizing. But then one issue still remains a problem: their customer care service. 
                                                   
Every organization needs to have a customer care center. Not just any customer care center, but one that actually cares for your customer. One business rule I know (my MOM taught me) is that, YOUR CUSTOMER IS ALWAYS RIGHT. No matter how good your product is, how well you market it, how good of a business person you are, or how your the best sales man on earth, YOUR CUSTOMER IS ALWAYS RIGHT. Without them, there would be no one to buy your products, or no one to review it, hence no market for you. This boils down to the issue on ground and what is on my mind.
The customer care representatives / agents of the above mentioned networks are so crappy that at times you begin to wonder if they were actually schooled on the definition of Customer Care before they were given their jobs. Imagine calling the customer care lines and it keeps ringing for 4hrs, and all you keep hearing is, "all our agents are busy; they would answer you shortly or in about 1 minute".  For crying out loud, are they giving birth to children or what!!!  If you are lucky to be answered, its either they have no idea what you are talking about, they answer you rudely or cut the call on you on purpose or in the name of forwarding you to the right persons. Pardon me, but even though I have no idea about how the CC (customer care. I would be abbreviating it)service works in Nigeria, I had to google it, so I know what I am talking about, before I write a post on it.
                                            
                                                  


Customer Care service is the provision of service to customers before, during and after a purchase." Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation." From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has of the organization. That's the little I could google on the definition of customer care. You could google for more info.
You may wonder why I am so vexed and writing about the CC today. I would fill you in on the gist.

                                                          
My story begins:
I used to use ETISALAT for my BIS, but then I had a problem, I called the CC and was assured that it had been rectified. I decided to change sims and use GLO for my BIS,since their monthly BIS made a lot of sense to me. But then with GLO I learnt cheap things don't last. The network taught me that it really is owned by a Nigerian, BIS goes in like 10 hrs out of the 24hrs in a day. So I switched sims, decided to start using my dear old ETISALAT sim. 
Sat, 23rd June, 2012, 5:30pm-
I hadn't even finished loading my airtime, #125 had been deducted from my account. Then, I realised that the customer care hadn't deactivated the daily BIS I subscribed to once, when I wanted to see how fast their BIS goes. I finished loading my airtime and started calling CC, that is where the wait began, CC line rang from 6pm to 10 pm, no one picked, my battery went low. So I cut the call, and googled on how to deactivate your etisalat BIS plan, little did I know that this people were cutting the remaining airtime I had as I was googling for help. I checked my balance and found out that #300 all of a sudden dissappeared from my airtime, I started wondering if there was a ghost that all of a sudden steals airtime from peoples phones. I was vexed, CC was no go area for me by around 1am, not only had 2 daily BIS subscriptions been deducted from me, I was also been charged for browsing, twitting and whatsapping. Sleep didn't look invitng either, I calmed down, studied a little and started waiting for daybreak.

Sunday,24th June 2012, Time-5am: 
The calling begins, I called CC till my phone started dialing the codes automatically, money is still being deducted. Total amount deducted #800, I got tired of calling, removed my sim, and calmy waited till it was 5pm,*at least CC for done come back from church now*. Finally, someone picked and started telling how my call was important to them and how she couldn't hear me.
"Babe are you deaf, I am screaming on top of lungs and you are telling me, you can't hear me". That one take vex cut call, me sef I called back again. This time a guy picked, and told me I dialed the wrong code, and that my complaint would be redirected to the right persons. End of story, they disconnected me.

                                              

 With the way I was vexed, I could cook a pot of beans with the anger emanating from me. Finally, I was able to deactivate the daily subscription ish(thanks to my elder brother), not after about #900 had been deducted from my account. I started calling CC so they would explain how and why my money was being deducted, at least I know in naija you are never compensated unless you want to go to court which might take ages.

                                                      

 My dear, blogvillas as at the time of my writing this post (Monday 25th june 2012; 7.30pm), CC hasn't picked my call, and my battery is dead.
I begin to wonder if this how they operate in their various countries of origin and if they are sanctioned at all by NCC for their poor conduct of service. For real this is bad, and every telecommunications provider should be sanctioned, but then I remember, nothing works in naija.
  
PS:

My next blog post is on the 21ST CENTURY MAN, and I need suggestions on what the 21st century man is all about. His likes, dislikes, hopes, ambitions, and the like, anything you can think of. Here is my email : pweetyvee@gmail.com. 
Pls feel free to drop your suggestions. Thanks.

Success to all UITES in your exams. I feel like I have passed all my courses sef. I have IJN Amen!!!

Till I come your way next time,
Live everyday like it was your last.
XOXO...
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