Open Letter To the CEO, MTN-GHANA

Dear  Sir,

  I  am  a  loyal  customer of  your  company  and its numerous services.  I do not have your email address to directly  mail this to  you.   I deem it fit therefore to post it here, hoping that someway, somehow, this letter will get to you.

Congratulations  for being  the  telecom  company  with  most  LOYAL  but  not so  enthused  customers.  I  hope it  is not to late to  wish  you so.  An African proverb says, the toad does not leap in the daytime for nothing.  If it does, it means something is definitely at stake.  So is this letter.

Last weekend, your network went off in some parts of the country.  One could not make calls, send text or even browse with MTN internet.  As I am typing this letter, it is not fully restored.   As  expected in  any human  institution,   there  are hitches  and  shortcomings.  However  the  way  you communicate  your problems  and  difficulties  to your LOYAL  customers  goes  a long  way  to show  how serious you are with your  business.

As  I  am talking  now,  not a single  word  has been issued  from your    SO  EFFICIENT  AND  UP  TO TASK customer care  department  or from your corporate affairs  department.   The lovely part of it  is that your  customer  care line 111  is perhaps  the hottest  line  in the world.   The last time I tried calling, it took me a record one hour to get through.  Thumbs up  for having such a  SWAT-like  customer care line.

Meanwhile,  your  Social Media  Managers  who  could have  helped,  were  busy  posting  about MTN  Hitmaker and ‘Comment War’  on  your  Facebook  pages.   You  have  so much  respect  for your  customers  such  that  when  through  no fault  of theirs,  they  are  cut off from  your services, you proudly  ignore  them  and work  so rigorously on your promotions.  You easily  forget  that  these people  are the ones  who drive in the revenue.

I  have  heard  of  one  new feature  that  has been  introduced,  the MTN  Online  radio.   I  seriously  think there is  an  issue  of duplication  here.  If your  customer care line  111  can  play  music  to  a customer  who  needs  help  for  over an hour,  what  use  is  an  online radio  again.   Your  customer care line  does it for free,  so  no one would bother  patronizing  the online  radio  where  they will be charged.

Sir,  simply  put,  I love  the  way  you  go  about  doing  rigorous publicity  for your products  and  services.  If  there is  any  network  hitch,   why do you guys  not attach  the same  zeal  and importance to making your  customers  know  why  they are facing such difficulties?  Have you  thought of sending  your whole communication team, including personnel  of your customer  service  department  for  thorough  re-orientation  or  some refresher  courses?  They are as   very useful as  a dead  lion  is  to  its territory.

I took a  cursory  tour  of  your  Facebook  page  and something funny caught  my attention.  It is configured such  that  only  the administrator  can  post something there.  Irrespective  of the excuses or reasons  you will give for that,  I think  it is  an indication  that  you know the  kind of ‘awesome’  services  you are providing.  You therefore fear that should you open your page up, the ‘adulation’ and ‘goodwill’ messages will just be too much for you to handle.

Some words and thoughts are missing from this letter because they are considered as unprintable and maybe ‘untypeable’.  However,  do not forget  that the  customer  is the most  important  person in your business  and one disgruntled customer  can run  down  your whole business.  It might take some time but time itself catches up with everyone.

Sincerely Yours,

Disgruntled Customer.

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6 thoughts on “Open Letter To the CEO, MTN-GHANA”

  1. Your network really sucks……thieves!!!!!
    Having airtime plus internet bundle and the phone been off and you putting it back,does that takes airtime……not even part,but all……and when you call them too them no get any sensible thing to say that your data was on so it took the credit, the phone off too that’s the data still work……Damn fucking network

  2. Your network really sucks……thieves!!!!!
    Having airtime plus internet bundle and the phone been off and you putting it back,does that takes airtime……not even part,but all……and when you call them too them no get any sensible thing to say that your data was on so it took the credit, the phone off too does the data still work……Damn fucking network

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