I am a regular reader of The New Times and I always read about the poor customer care problem that recently fingered the banks as far as customer care was concerned.
It is the reason why I want to share with your readers my experience with Rwandatel services.
Since the new investors took over Rwandatel S.A, it has made tremendous progress.
They introduced new products with new marketing strategies but the customer care remains a big challenge. I am not saying that their competitors are any better.
This is a national issue in our country either in the Private or Public sector.
The reason behind this letter is nothing but the frustration I went through twice (in July and August 09) with Rwandatel.
When I reached my office, I found all the 3 landline phones and Internet service cut off for non-payment while everything had been paid for and bank slips submitted to Rwandatel as is custom.
The recent incident on 26th August is the most upsetting one.
The phones and internet lines were cut off around noon and I immediately called the Rwandatel Branch office of my area (Musanze); I could not get the Regional Manager.
The available staff could not solve the matter as they said that the problem originating from the Kigali office.
They tried to call the Kigali office without any result.
In my understanding the problem was the failure to record the two month old bank payment slips we submitted to the branch office. I had my copies of them and asked them to record them then, something they failed to do. I left without a smile.
I believe that the Kigali Office cut off the service for non-payment.
It means that when we paid the bills, the bank slips which were the only proof of payment were recorded since they were submitted on 3rd and 21st August .
The following morning I went back and no one showed up before 8h15. Even when they arrived, the problem was not solved.
Now I am sending you this letter only because the internet is back but we can not make any calls as the phones are still cut off.
My questions are:
1) How can any staff neglect the customer especially in a profit company such as Rwandatel?
2) Why has Rwandatel improved the service delivery in Kigali and forgotten the countryside?
3) Who is to blame for this situation I described above, the operational staff or the management of Rwandatel?
4) We are losing a lot of business as a result of this; can we compensated for the inconvenience?
I need Rwandatel’s feedback if they really care for their customers.
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