The reason a tale like this is important, is because executives from one of SA’s mobile networks have admitted to the media in the past that there is a problem with some of their fulfillment processes. They’ve assured us this is one of the company’s biggest priorities.<\/p>\n
From a consumers’ point of view, though, it seems things are actually worse.<\/p>\n
On February 2, a Monday, this loyal customer finally went to the network’s store in Rosebank Mall to upgrade from prepaid to a contract.<\/p>\n
At that point, there wasn’t a problem with service – but hey, the network’s signing up another postpaid subscriber so there wouldn’t be.<\/p>\n
The store assistant told the customer, let’s call him “John” that his phone would be there in “about a week”.<\/p>\n
However, at no point was “John” asked about whether he wanted to keep his existing number, something he thought was obvious considering he’s been a loyal prepaid user for the past nine years.<\/p>\n
“John” went back to the store seven working days later, at which point he was told there was a problem with stock of the SonyEricsson he’d ordered. No reasons or suggestions were given, he was asked to come back in two days time.<\/p>\n
How could an alleged “stock problem” be resolved in two days? Maybe the store assistants knew something head office didn’t…<\/p>\n
“John” went back on Monday February 16. By this time his phone was in the store, but without a SIM.<\/p>\n
“Come back on Wednesday” they said. The SIM was in store by this point, but it was a different SIM. The store assistant then had the nerve to blame “John” and say that he’d been asked whether he wanted to keep his number. The process to get a SIM swap done would take two weeks as the process had to be “restarted”, he was told.<\/p>\n
At this point, “John” was clearly disillusioned and frustrated. He was considering cancelling the contract altogether.<\/p>\n
The assistant quickly sprung into action, saying that it would be organised within two days, and that “John” needed to come back on Friday.<\/p>\n
“John” never went back on Friday, but as of yesterday there was still no SIM in store. A list of excuses was given about people not being in the office, and e-mails not going through. “John” was told to now come back on Friday (tomorrow).<\/p>\n
“John” reckons if it takes a person four weeks to get a contract, why even get one in the first place? He says he may as well stay on prepaid.<\/p>\n
He’s had it. While in the store on Wednesday a customer in front of “John” had clearly had enough as well. She lambasted the store staff for never contacting customers, instead waiting for them to come in. She went so far as to describe this store as the “most useless” of the network’s stores she had ever been to.<\/p>\n
The store has a customer’s last three months’ worth of bank records. It has a copy of their ID. A three-page form with every piece of information they’d ever need from them. To this day “John” has not been phoned by anyone from the store or the mobile network.<\/p>\n
Here’s the thing: surely it’s not the customers’ responsibility to keep making an effort to go to the store, only to be given some excuse? They’ve bought something and the mobile network owes them what they’ve signed a contract for.<\/p>\n
It’s obvious that customer-facing staff in any organisation are key. But this problem is still lurking in stores around the country. Honestly, how hard can it be to keep track of and action the small number of new subscribers from a store in a given week?<\/p>\n
One also wonders why service providers like Nashua Mobile and Altech Autopage don’t have double or even triple their current subscriber bases? With far fewer customers to worry about, one hardly ever hears about any problems. In fact, having a contract with each, I know they both communicate consistently and throughout any process or interaction.<\/p>\n
Why hasn’t the name of the mobile phone company been mentioned? Is it Vodacom or MTN?<\/p>\n
This is not a blaming exercise. It could be either. A room full of random people would easily offer horror stories about either of the big two networks, even of other networks or service providers.<\/p>\n
“John” like many others, is willing to try another network, just to be rid of the nightmare of trying to subscribe to a service he’s signed up for and willing to pay for.<\/p>\n
The question is: will either of the two largest mobile networks actually care enough to try and find out which store this is and fix it?<\/p>\n