23rd
What is MTN doing?
I was a little hesistant about doing this but then I reasoned: this is exactly what social media has an edge in. We might not have strong consumer protection laws in this country but word of mouth can make an impact. Let’s see how far this goes.
For a while now, loading prepaid recharge cards on the MTN network has been hell (for lack of a better word). This has been ongoing for about a week (if not over). Initially they had this notice that you’ll be credited within 24 hours but I guessed they realised that was unrealistic and so now they don’t specify how long it will take. This is for those who are even slightly lucky. For others, all you get is an error suggesting congestion of the service. What I’m trying to understand is the fact that this is definitely affecting their revenues and customer confidence in their service and they don’t seem to be doing much either to resolve it. It is even bad enough that they don’t update their users on what’s going on and how they’re working to resolve the problem. Since when did they stop being responsible to their users? All they tell you is “We sincerely apologize for your inability to recharge; we are working on crediting your account with the pending voucher!” How sincere can they get? We don’t need your apology. We’re not dumb people. If you are sincere with us and let us know what the problem is and what you are doing to resolve it, we’ll understand! If you need us to stop an action or do some other thing, we’ll do so because we understand! I hope the NCC gets to see this and take moves to intervene.
If you are a conscerned user of the network operator - MTN, here’s what you can do to spread the word and so get this to stakeholders in this issue: use the bookmark/sharing feature on this tumblelog or on your social network/news reader to spread this blog post to your friends, family and colleagues through your social networks, email, bookmarking services, digg and so on.
