MTC is sorry, free data for all
Namibia's telecommunications giant MTC hopes that a public apology and declaration of love for their 2.4 million customers, in addition to 300 megabytes of free data, will put to rest widespread customer fury and furore after system enhancements caused havoc for the past two months.
At a press conference yesterday, MTC executive Tim Ekandjo announced that the difficult period following the implementation of the system enhancements should now be a thing of the past, after 335 000 customers were “duly refunded” and the system stabilised.
Ekandjo admitted that the company had received “quite a lot of queries since the system update” and “quite a lot of complaints” related to the system enhancements.
Ekandjo could not yet expand on the exact nature of the upgrade, but said it was linked to keeping MTC in line with international standards and competitors.
He added that in a symbolic gesture to show MTC was “truly sorry” for the upheaval, the company had decided to, in addition to the 335 000 refunds and a public apology, award each MTC customer with 300 MB of free data.
The free data to all customers is a “token of MTC's appreciation to all customers for their loyalty, continued support and to extend an apology for any inconvenience they might have endured during the recent MTC system enhancements.”
MTC also stated that the gift was a demonstration of their “unconditional love and support” to all MTC users.
The free data will be available for use on both pre-paid and post-paid service plans, beginning today at 08:00, and will be valid for 48 hours for pre-paid customers.
Post-paid customers will be able to use the data until their next billing cycle.
In addition, all Turbo Boost customers will receive a free Turbo Boost bundle commensurate to their Turbo Boost plan, Ekandjo said.
Ekandjo said MTC did not mind admitting that it was not perfect.
“We sometimes make mistakes. So we are never too big to say we are sorry to all affected customers.”
He emphasised that a “thorough verification process to make sure every affected customer is duly refunded” was undertaken, and that the system had been stabilised.
He added that MTC's technical teams had experienced a steep learning curve and “next time we will ensure there is less inconvenience”.
Ekandjo would not comment on the total value of the refunds or the free data, saying that MTC did not want to spoil the gift by bragging about what it cost the giver.
Ekandjo told reporters that in terms of reputational damage following widespread complaints on social media and elsewhere, the intention was not to offer a gift in the hope of erasing the harm done.
He noted that the gift was to underline the company's apology and assurances that happy customers are a priority.
He added that there has not been a “mass exodus” of customers to other service providers and that MTC “retained most customers”.
Ekandjo also dismissed accusations made on social media and elsewhere that their leading role had led them to adopt an uncaring stance towards customers.
“We do not agree that we have adopted a non-caring attitude, because we are a leader in the industry. We are big and successful, because of the support we have received from our customers, and we will never abandon them.”
The company's data charges were ranked as the second lowest in Africa, and the cheapest in sub-Saharan Africa, the company announced yesterday.
JANA-MARI SMITH
At a press conference yesterday, MTC executive Tim Ekandjo announced that the difficult period following the implementation of the system enhancements should now be a thing of the past, after 335 000 customers were “duly refunded” and the system stabilised.
Ekandjo admitted that the company had received “quite a lot of queries since the system update” and “quite a lot of complaints” related to the system enhancements.
Ekandjo could not yet expand on the exact nature of the upgrade, but said it was linked to keeping MTC in line with international standards and competitors.
He added that in a symbolic gesture to show MTC was “truly sorry” for the upheaval, the company had decided to, in addition to the 335 000 refunds and a public apology, award each MTC customer with 300 MB of free data.
The free data to all customers is a “token of MTC's appreciation to all customers for their loyalty, continued support and to extend an apology for any inconvenience they might have endured during the recent MTC system enhancements.”
MTC also stated that the gift was a demonstration of their “unconditional love and support” to all MTC users.
The free data will be available for use on both pre-paid and post-paid service plans, beginning today at 08:00, and will be valid for 48 hours for pre-paid customers.
Post-paid customers will be able to use the data until their next billing cycle.
In addition, all Turbo Boost customers will receive a free Turbo Boost bundle commensurate to their Turbo Boost plan, Ekandjo said.
Ekandjo said MTC did not mind admitting that it was not perfect.
“We sometimes make mistakes. So we are never too big to say we are sorry to all affected customers.”
He emphasised that a “thorough verification process to make sure every affected customer is duly refunded” was undertaken, and that the system had been stabilised.
He added that MTC's technical teams had experienced a steep learning curve and “next time we will ensure there is less inconvenience”.
Ekandjo would not comment on the total value of the refunds or the free data, saying that MTC did not want to spoil the gift by bragging about what it cost the giver.
Ekandjo told reporters that in terms of reputational damage following widespread complaints on social media and elsewhere, the intention was not to offer a gift in the hope of erasing the harm done.
He noted that the gift was to underline the company's apology and assurances that happy customers are a priority.
He added that there has not been a “mass exodus” of customers to other service providers and that MTC “retained most customers”.
Ekandjo also dismissed accusations made on social media and elsewhere that their leading role had led them to adopt an uncaring stance towards customers.
“We do not agree that we have adopted a non-caring attitude, because we are a leader in the industry. We are big and successful, because of the support we have received from our customers, and we will never abandon them.”
The company's data charges were ranked as the second lowest in Africa, and the cheapest in sub-Saharan Africa, the company announced yesterday.
JANA-MARI SMITH
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