MTN, not so Ayoba after all... - 25 Jun 2012

I've been a MTN subscriber for a good number of years and until recently I never had any real issues with this network operator. I recently upgraded my contract and got the very slick Samsung Galaxy S3 (which I am very happy with - it has some amazing features!). I certainly don't have a problem with the handset, but I do have a problem with the way MTN has handled my swap over.

The day after I recieved my phone, I found out about Dual Call. This is when you are able to have two connected SIM cards that you can use in your cellphone and car phone or modem. The secondary SIM card was inserted into my old BlackBerry which I still hoped to use to keep in touch with my BlackBerry Messenger contacts. This is where my problem starts. I was told that in 2-24 hours, this SIM card would be activated - so I waited patiently....

Following 24 hours, it was still not activated and so I went in to store to find out what the issue was. The secondary SIM card (in my BlackBerry) had to be RICA'd, which they eventually did. I then had to wait another 2-24 hours. Again I waited. 24 hours later and still no sign of a network on my handset. Again I went in store to get some assistance, thinking that I had to change some settings. I was told that the Dual Call had not been activated. By this time I was highly annoyed. Let me add that this was besides calling their 'Customer Care' several times. A week later, my Dual Call service was eventually activated but I will never know why this service took a week to kick-in.

I then encountered another problem on my new handset. Network Unavailable. I wasn't able to access the internet and use any of the apps that I had downloaded. I went and called the 'Customer Care' number. After waiting about 10 minutes for an operator to assist me and advise me on what to do, I was told I would be transferred to a technician. While being transferred, I was cut off! Mumbling expletives to myself, I calmed down to give it them another try. Again 10 minutes of waiting, an operator eventually attempted to assist me. I say 'attempted' because they couldn't help me. Almost 48 hours later and I am still not able to access the internet or connect to any of my applications.

So guess what? I am going to have to go in to a store once again!

I've never had a problem with MTN after all these years, but just this one incident leaves me wondering if I want to continue with this network operator.

Now that I got that out of the way, news this week: Strategic brand and communication design consultancy, the HKLM Group opens its doors in Nairobi; Bharti Airtel updates president Joyce Banda with the company's investments in Malawi; a draft of the Digital Migration Communication Strategy, expected to provide a framework for the Analogue to Digital Migration, has been put into place in Malawi; two new members join Kenya's Advertising Practitioners Association; the Annual BFMA Conference is set for July in Nairobi; and in a four-part series, Wikus Engelbrecht provides some tips on the role of email marketing in the multi-channel evolution.

Cheers to a great week!

Evan-Lee Courie @evan1985