Editor,

I would like to bring to your attention the carelessness with which some companies handle clients or potential clients. In particular I want to air my complaints against our main Internet Service Provider, RWANDATEL.

Despite the efforts that have been invested in promoting the services of that company via financial empowerment, privatization and advertising, its employees can still afford to tamper with customer care!

I am talking about RWANDATEL’s customer care and technical support departments in particular. If you subscribe to RWANDATEL Wireless Internet and reside anywhere near Remera or Kimihurura you are probably familiar with the Internet inconsistency especially during weekends or when it has rained.

If it is not power problems, their installations at Amahoro Stadium get soaked in water due to rain. This is all information we get from the customer care or support services when they feel like talking.

However on a bad day, you might be unlucky to call customer care to ask for help and you either get snubbed or lied to that there is no problem or they are coming to fix it to no avail. Worse yet you may call when their network is down and receive no response.

On June 15, I arrived at work to find no Internet, tried calling the customer care in vain, called a few other contacts and they were also off air.

As a last resort I called one of the guys in charge of technical support, politely told him my frustrations asking for help and the best he could give me was "How did you get my number!”

Anyway after explaining the situation to him, he came to his senses and told me it was a general technical problem that affected the whole of Remera side. I asked when the problem would be fixed and he curtly replied "I don’t know”.

The problem was later resolved at 1pm. I was seething inside but gave him a lesson on customer care telling him that all we had in common was business, theirs was to deliver and ours was to pay.

He said ‘OK’ and we hung up, me looking forward to a prompt solution which had not come by midday yet I work for a very busy institution.

I would advise RWANDATEL to solve its problems quickly else it will lose all its clients because of poor customer care.

Aggrieved client,
Kimihurura