Safaricom customers whose calls drop will now wait for a week to get refunded as opposed to the current system where they used to get the refund immediately.
In a statement to newsrooms on Friday, the mobile phone service provider announced Friday that it had revised the refund system and will now be paying for the drops on a weekly basis. For the past three months since the launch of the Safaricom Network Guarantee, customers used to get the refunds immediately.
“Under the new changes, customers will continue to be compensated for all of their dropped calls under the existing terms of service.
However, refunds will now be provided cumulatively on a weekly basis,” read the statement. However, subscribers whose calls drop when speaking to people on rival telcos will not be entitled to the refund in the new changes. Under the programme customers are refunded for call drops at the rate of Sh1 per drop.
“We are on a journey to build the best network for our customers. So far, the Safaricom Network Guarantee has given us valuable insights that we are using to fine tune our network to meet the needs of our customers more effectively—even as we prioritise our investment to where it matters to them the most,” said Safaricom chief executive Bob Collymore. The number of dropped calls on the network has registered at less than one per cent of total calls, the firm said in the statement.
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