Subscribers of Rwanda’s largest telecommunication company MTN have recently been wondering about the quality of internet connectivity, call centre services and mobine money transfer services.
Bart Hofker, the CEO MTN Rwanda, on Thursday spent an entire hour holding live twitter sessions responding to queries from subscribers.
He sat on a round table with a team of staff representing various departments at MTN headquarters while keeping track of questions from subscribers.
A concerned customer asked why MTN Call Center agents don’t pick up the phone. “All day they don’t! Do you give them salaries? They don’t deserve it! Replace them!,” Migambi Jean asked.
Another subscriber queried about the recent inconsistency in Mobile transactions (both local and regional MoMo), then Me2U, yet no communication had been done. “Why was that, and what is your assurance for better?”
For Simon Bigirumwami, internet connectivity is a major problem these days and wanted to know if there are any plans from MTN to fix this challenge; “Yello @MTNRwanda could you please bring back our internet connectivity. What’s wrong with you?”
Bigirumwami received a response, “Hello, Kindly share with us your current location for a quick assistance. Thank you. U.D”.
Some subscribers also would want MTN to revise its internet pricing in connection to how long particular MBs last; “How can [one] buy a weekly bundle for Frw1, 000 and use it for 3 hours?”
In response, MTN said, “Data may deplete faster if for example you watch HD videos then the consumption of the MBs goes much faster.”
MTN also explained that normally WhatsApp chats do not take data(bundles), “but viewing Whatsapp status photos and videos consume a lot bundle like Instagram…You may consider that as well.”
However, the one hour interactive session on twitter did not seem to satisfy millions of subscribers and MTN signed out thanking its customers for joining them in the live session.
“We appreciate that you took your time to chat with us. We look forward to this session in the near future as we work to address all your queries. #YourVoice #BrighterLives”.