Nick Wadhams

Customer Care Insanity -- the wrapup

After nearly six weeks, our Internet service has been restored. In the end, our provider, Swift Global, switched its ur-provider from Kenya Data Networks to Access Kenya, a process which took about five minutes.

The reason things got fixed so suddenly is pretty simple. We share internet with Mario, an insane older Italian guy who lives upstairs. He'd been away for most of the first month of our Internet blackout, and when he returned, he called Swift Global and blew his stack. When they failed to correct the problem, he blew his stack about 50 more times.Then they corrected the problem, probably just to keep him from blowing his stack again.

I have long resisted using the shouting tactic because it strikes me as brutish and disrespectful. But my approach -- lots of cajolery, efforts to make Swift Global feel guilty, trying to build friendships and foster sympathy -- just relegated me to the low-priority list.

Customer Care Insanity

I have been wrestling with our internet service provider because we have not actually been receiving any internet service for a month. The problem seems to be that someone is illegally interfering with the microwave radio signal that is beamed to a receiver on the roof of our apartment building.

Customer care can be a notoriously tricky thing in a place where there is no real competition for the particular service on offer. So it is with the Internet. We had a great deal _ unlimited and reasonably fast internet at $80 a month. The other options were extremely limited. Unfortunately, our service provider, Swift Global, knows this fact.

I had been operating under the principle that if I made myself as annoying as possible, Swift Global's representatives would work to resolve the problem with our Internet simply so they could stop having to take my calls. So far it hasn't worked.

Stock Market Madness

Tomorrow's IPO of East Africa's largest mobile-phone service provider, Safaricom, has triggered a gold-rush-style frenzy. Kenya's newspapers are full of ads -- 11 in today's Daily Nation -- for banks and other companies offering loans so people can afford to buy some Safaricom stock.

Even Safaricom is getting in on the action, as this ad shows. The small print reads "... in your future. Open a CDS account early with your preferred Stock Broker. To save time we encourage you to apply online... A CDS account enables you to trade your shares in the stock exchange. With changing technology a CDS account will enable you to buy shares in future IPO's with ease."

Gee, thanks, Safaricom!

The Daily Nation has a special section devoted to the IPO. In a slightly encouraging sign, the lead article's headline is: "Taking a loan to buy stocks not good idea."

Piracy Musings

I've been trying to figure out the economics of  video piracy in Kenya and I'm nowhere near close.

_ People tell tales of visiting China and buying all eight seasons of The Sopranos in stunning HDTV picture quality for something like $10. In Kenya, you can buy legitimate copies of movies and television series at prices a bit higher than in the United States, and you can rent (somewhat) high-quality but clearly pirated discs from many video stores. It is also possible to buy (somewhat) high-quality pirated movies for about 800 shillings at apparently legitimate shops. Things decline precipitously after that. You can buy several movies on one disc with very poor quality. And you can buy a season of your favorite TV shows, all episodes packed onto one disc and stripped of their sound and video quality. Why is it so hard to get consistently high-quality pirated stuff?

Safaricom Part II

Just got a call from Peres at Safaricom. She apologized profusely for the fact that the company has erroneously not been billing me for the last several months, and assured me that the charge had now gone through. Victory, I guess.

Safaricom's Woe

Safaricom is the leading mobile-phone service provider in Kenya. This is the scene every day at pretty much every Safaricom customer service center in Nairobi.

Off the right side of the picture, the line bends sharply to the right and keeps going. This is a very bad sign. Safaricom is growing fast, but its customer service is bad (though the staff is always friendly). I have been trying to pay my Safaricom bill for about six months. Safaricom has my credit card on file and its representatives have called me three times asking if they can charge my card. I say yes. They never do. At some point soon, they will cut me off, and I too will have to brave the line.

Moblie phones in Kenya

A story in Business Week about  cell phone service in Kenya.