Airtel — Customer Care in Kenya

Dear sir,

I am an airtel customer with a corporate account in kenya who has been encountering difficulty in purchasing data bundles and checking data balances through the mobile service whereby you dial *450# to use these services.


As you will find below, this is my fourth email to airtel customer service kenya regarding data bundles for my corporate account no. [protected]. I have also called multiple times on the customer service ‘helpline’ to report this issue but absolutely no action has been taken. My below emails to benedict nawade have remained unanswered for almost 2 weeks. My calls to airtel lead to me being put on hold for up to 6 minutes at a time with no answer. If i do get a reply it is that my complaints have been handed over to the technical team who will be getting back to me and nothing gets done. I have dealt with ruth, douglas and kevin through the customer service helpline and nothing has been done. This is aside from the fact that most of the time, the help line agents are not even aware that a problem such as this exists and yet when one dials *450#, an error message is given stating “sorry the service is temporarily unavailable due to an ongoing system upgrade. Please contact customer care on 100 to process your request”.

It is absolutely ridiculous for airtel to expect customers to wait for more than 2 weeks while they sort out a minor issue such as this and if this is the case, alternative measures by which customers can purchase or at least check their internet bundles should be put in place.

I have copied this email to head office in india in the hope that it will be forwarded to the relevant department who can take action on this to remedy the lazy and incompetent staff working in the customer care department at airtel kenya.


With regards,


Karann kalsey


Central motor service ltd

P. O. Box 72283

00200 city square

Nairobi


Web: www. Cmskenya. Co. Ke

Tel: +[protected], 6557562, 6550178

Airtel: +[protected]

Safaricom: +[protected]

Orange: +[protected]

Fax: +[protected]

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Central motor service ltd


From: karann kalsey
Sent: monday, june 29, 2015 8:41 am
To: airtel ke_customer care mailbox
Subject: re: data services - corporate account no. [protected] line [protected]

Benedict,

Exactly when do you plan on replying to my email?


With regards,


Karann kalsey


Central motor service ltd

P. O. Box 72283

00200 city square

Nairobi


Web: www. Cmskenya. Co. Ke

Tel: +[protected], 6557562, 6550178

Airtel: +[protected]

Safaricom: +[protected]

Orange: +[protected]

Fax: +[protected]

Facebook

Twitter

Google

Central motor service ltd


From: karann kalsey
Sent: wednesday, june 24, 2015 3:07 pm
To: airtel ke_customer care mailbox
Subject: re: data services - corporate account no. [protected] line [protected]

Dear benedict,

Thanks for the reply. I don’t know why any attempts to reach me were unsuccessful as my line has been active since my email.

With regards to the data bundle, i am not sure of my balance. Kindly advise on the balance remaining in my line. If it is finished, you can subscribe me to the one off bundle of 200 mb at 199 / - .

Kindly also advise on when the data services will be back on line.


With regards,


Karann kalsey


Central motor service ltd

P. O. Box 72283

00200 city square

Nairobi


Web: www. Cmskenya. Co. Ke

Tel: +[protected], 6557562, 6550178

Airtel: +[protected]

Safaricom: +[protected]

Orange: +[protected]

Fax: +[protected]

Facebook

Twitter

Google

Central motor service ltd


From: airtel ke_customer care mailbox
Sent: tuesday, june 23, 2015 7:48 am
To: [protected]@cmskenya. Co. Ke
Subject: data services - corporate account no. [protected] line [protected]

Dear karann,


We apologize for any inconvenience caused by the delay in responding to your email and reassure you of our commitment to providing quality services at all times.


Attempts to reach you on your line [protected] regarding issues raised were unsuccessful, we confirm that postpaid data bundle purchase via ussd *450# is temporarily unavailable. This is due to an ongoing system upgrade. There is a scheduled activity to restore normal services in the least time possible.


Kindly confirm a data plan that you would like to subscribe for us to activate it from our end.


We assure you of our commitment to giving you quality and reliable services always and look forward to a continued business relationship with you.


Should you have any further questions, kindly contact us on the email address [protected]@ke. Airtel.com or call our customer service on 100 from your mobile phone or [protected] from a fixed line.


Kind regards,

Description: description: cid:image001. [protected]@01cf8fc6. 5bf82780

Benedict nawade| customer support | airtel kenya | f : (+[protected] | d: (+[protected] | m : (+[protected]
Http: / / africa. Airtel.com| parkside towers, mombasa road. P. O. Box 73146, city square 00200, nairobi kenya


From: karann kalsey [mailto:[protected]@cmskenya. Co. Ke]

Sent: tuesday, june 16, 2015 11:22 am

To: airtel ke_customer care mailbox

Subject: internet bundles


Dear sir,


I am experiencing problems in purchasing internet bundles and checking my balance on my post paid line [protected] when i am dialing *450#. I am receiving the error message that the service is temporarily unavailable due to a system upgrade however this has been going on for more than a week. I have called customer service on 100 and they said i would be assisted within 48 hours however i have not been contacted back.


The customer service line is absolutely hopeless at solving problems be it this or other problems. They promise to get back to you within 48 hours and no one ever gets back to you as this is not the first time i have tried to get help through your customer service line.


I need my line to be able to access internet bundles urgently. Can this be looked into as soon as possible?


Karann kalsey


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