Prior to this sour experience, I used to love Airtel, stayed faithful to the firm, but as it stands today, I am reconsidering my partnership with them. After my experience at one of Nigeria’s telco’s customer center in Lagos, I came to conclude that the things that we take for granted in other climes are luxury in Nigeria. Things like efficiency and client service communication can be a luxury in Nigeria. Most organizations do not have the understanding that customer is the king. This notion isn’t in the interest one of the big 4 telecommunication company known as AIRTEL, until, I had issues with my SIM card.
Never thought that having an Airtel SIM car would be equal to committing a mortal sin until I encountered the redness of their attitude. Few ,weeks ago, I noticed that my AIRTEL SIM (+234 802 8931 940) has been disabled for reasons best known to them. At initial,I was thinking it’s a network issue, changed location, but to my dismay, the problem still persists. Oh, I thought to myself that it might be a device problem, as we will always do so. Swapped my device, change SIMS the problem persisted. I realized that it’s the telecommunication firm’s ineptitude. Living in top important city of Lagos and working in Ikeja, there is no way network or device should be blamed. The next logical thing to do is to call the customer center, but how can I call AIRTEL’s customer centre with a SIM card that doesn’t have a network? That was the cross road, so, like the saying “if the mountain doesn’t go to Muhammed, Muhammed must find a way to go to the mountain”. Airtel office, I have to go and I just did exactly that.
The first point of call was at the telecommunications customer centre at llupeju. The first lady I met there was totally out of it and out of sync with the basic training of entertaining and meeting people. The first lady at the desk have the mentality that they are doing customers a favour b attending to them you know, a lot of absurdities happen and this Airtel customer centre at Ilupeju demonstrated how not to be a customer centre or front desk. The first that he says to you is , bring your Identity card , she reels the type of Identity cards like a robot. Driver’s license or International Passport,National Identity card and permanent voters card, she said to me without looking at my face! Maybe, Airtel has programmed these lines in her brains. But, they captured my data and had my biometrics , so I kept wondering why they need those things. Well, it might be for verification purposes, but my picture is there. Anyway, I made her understand that my line isn’t lost, but , I just stopped receiving signals. She still reeled out the same thing. I had no choice but to leave that their Ilupeju centre.
The following day, I got the international passport, this was a week after seeing the CEO receive an award in Ghana (GITTA 2017) . Back to the gist,I headed a their Ikeja Customer Centre,Oba Akran Avenue. The same thing repeated itself again, the same attitude of the first lady the customer centre, people was complaining about her attitude. It made me to ask, what is the AIRTEL policy on customer services. I was also disappointed with the level of customer centre approach for an international firm like AIRTEL. But, do I have a choice? The answer is NO! Had to eat the humble pie, the lady I met at the second desk attended to me, before she will start reeling her Identity cards anthem again. I gave her my international passport. She gave me another SIM after paying some token. I went home happy, but my happiness is short-lived. As I type this, the same new SIM card that AIRTEL lady gave me has packed up again. It isn’t receiving signal and I have come to the conclusion that AIRTEL has the most inefficient and ineffective customer relations. Up till today, no body, no staff of AIRTEL has found it nice to explain to me why their SIM cards keeps going numb and dead . Tweeted to them, they have not responded after 7 working days. This is taking ineptitude to a new height.
I have come to the conclusion that buying an AIRTEL SIM card can be likened to a sin card, visiting their customer centers at Ikeja and Ilupeju can be likened to purgatory. Having used the network for over 3 years now, it is baffling how they can descend to this level. Will I make the second missionary journey to AIRTEL office? Yes, I will. But, this time it might be the one Isheri Road or Ikeja Mall. I was looking at their over jara as they will say, but as it stands now, it is over wahala. Because of this, I have been rendered incommunicado with my loved ones and have lost some crucial business deals. Courtesy of Airtel. Do we continue with our romance? Time will tell.
0802 8931 940
I realized that it’s the telecommunication firm’s ineptitude. Living in top important city of Lagos and working in Ikeja, there is no way network or device should be blamed. The next logical thing to do is to call the customer center, but how can I call AIRTEL’s customer centre with a SIM card that doesn’t have a network? That was the cross road, so, like the saying “if the mountain doesn’t go to Muhammad, Muhammad must find a way to go to the mountain”.