Reported by Milcah Lukhanyu
On December 8, we reported that Orange Kenya’s Unlimited Internet is a fraud. Here is why.
1.Telkom Kenya CEO, in his statement to Cofek admitted December 19 that indeed the “Unlimited” internet was limited on price, duration and user numbers. Safaricom did that and are out of trouble.
2.The Terms and conditions are not on indicated billboards on the word limited like Harmful is on every cigarette packet.
3. There should be something like -Unlimited* on all the companies promotion materials beginning with this massive billboard around Westgate Shopping Mall’s public car park.
6. “The unlimited internet offers are at a fixed price for a fixed duration of time.” This is supposed to mean when a client pays for a monthly unlimited she or he stays connected for a whole month which was not happening to our respondents.
7.”To be able to ensure that an acceptable level of quality is maintained for all our customers on such a wireless services, despite the offer being for unlimited internet service, it is necessary for there to be in place a “Fair Usage Policy” to be able to ensure reliable and quality services to all our customers.” Clients never knew of the friendly user policy before the media reports.
8. “In all our communications (including fliers) relating to the unlimited internet offer, we have indicated that there are applicable terms and conditions.’ This looks honorable and gives a second thought why the billboards have no (*) on their UNLIMITED.
9. “These terms and conditions are available on our website accessible through http://www.orange.co.ke. For ease of reference we attach a copy of the said terms where you will see the terms of the Fair Usage Policy at clause 3.5.” Cigarettes put the warning label on each stick and so should this dongles or modems.
10.”While we concede that there is need for continuous customer awareness on the Fair Usage Policy.” This is honorable of the firm and media and everyone should help consumers know what they are buying.
11.”we confirm that as a result of the said policy, customers may experience a reduction in internet speed should they exceed certain thresholds in usage but at no time are such customers disconnected from use. Normal speeds resume once a new offer is purchased.”Our respondents were totally cut off.
12.”It is good to point out that there may be issues that arise where a customer experiences a problem related to the particular service that it not related in any way to the unlimited internet service or indeed to any other service we offer. In these instances, we provide the necessary solutions to our customers once we receive their queries. Telkom Kenya has at all times endeavoured to respond to all customer queries and complaints in a timely manner and we continue to improve our processes in this regard. We request you to encourage all our customers with related queries to get in touch with our Customer Care department via the 100 number on an Orange line or through 020-2221000 via other networks, to seek clarification on the specific issues they have touching on this matter.” The customer care guys give clients reference numbers, promise to call them back after the issue is resolved and even ask for alternative phone numbers but never do so. Instead of lying they should tell clients: please call us back after a certain period.
13. “We note in your communication you indicate that you have carried out extensive research into our unlimited internet offer. We would appreciate if you could share the results of your research with us and would propose that we have a meeting to discuss the issues surrounding the unlimited internet offer to allow us reach a consensus on the topic.” This meeting would be awesome!
46. (1) Consumers have the right—
(a) to goods and services of reasonable quality;
(b) to the information necessary for them to gain full benefit
from goods and services;
(c) to the protection of their health, safety, and economic
(d) to compensation for loss or injury arising from defects in
goods or services.
(2) Parliament shall enact legislation to provide for consumer
protection and for fair, honest and decent advertising.
(3) This Article applies to goods and services offered by public
entities or private persons.
Below is an earlier article about the service.
Orange Telecom Kenya is ripping off clients on its monthly unlimited offer which only runs for 18 days and limited to 20GB
TechMoran learnt, raising concern on the firm’s integrity and causing fear of likely fraud on Orange Kenya’s voice, data, mobile money and its other services.
Speaking to TechMoran, a Senior Editor in a top media group and an Orange Monthly Unlimited user said, “Instead of thirty days unlimited as it has advertised all over the country, Orange Telecom Kenya’s monthly unlimited package runs for just 18 days and is limited to 20GB, and I only use it after work.”
She added,” I wouldn’t have any issue with the firm if it plainly told me its monthly unlimited package is limited, but this is corporate fraud.”
According to Kennedy and Belinda, Orange Kenya staff speaking to her: “The Orange friendly user policy limits the monthly unlimited package to 20GB and our clients have to pay another Ksh 2990 to renew the service or are cut off”.
Our source confirmed that by saying,” I was cut off after 18 days last month and paid Ksh 2990 as I had urgent work to do, a few weeks ago, I was cut off again. It’s when I realized the firm didn’t bother to explain to me that their unlimited was limited. So I have paid three times in a space of less than two months.”
However as a sign of good faith, Kennedy added that at times the firm gives its clients a slow internet connection until the one month period expires. He told her under its friendly user policy, Orange Kenya limits the monthly unlimited to 20GB.
Still wondering how friendly the user policy was, she told TechMoran why its Mickael Ghossien’s and Orange Telecom’s mandate to tell clients the truth than erecting colorful billboards and posters across the country of a service that doesn’t exist.
She said,”Orange Kenya doesn’t offer any monthly unlimited internet, who allows it then to advertise a lie?”
She added, “Who will protect the Kenyan consumer? Should EABL sell a 300ml Tusker beer as a 500ml one? Or should Coca Cola come up with a different brand for Kenyans and sell its signature Coke elsewhere? Should KFC sell not so good chicken here whereas elsewhere it maintains a uniform recipe? Or are we so naïve, stupid and second class to be fucked up like this on billboards and press with non-existent unlimited internet packages?”
“Nowhere in the world would a firm play such a trick publicly without indicating that conditions apply! I have used Orange France and Mickael Ghossien’s parent firm doesn’t play the same trick in France?
“Or was he misled by his French-English translators?”
Further calls to the firm went unanswered as she tried to get hold of the CEO.
Firms across the world ought to advertise what they offer, Orange Telecom Kenya and Orange France the parent firm and their shareholders should stick to that.
A consumer rights activist and also Orange Unlimited internet user who asked for anonymity said, “Orange Kenya should tell us the truth on purchase. They insist they offer unlimited internet, look at that billboard over there (he said pointing to a billboard on Peponi Road, in Westlands). The firm should pull down those unlimited internet billboards and posters and indicate clearly what it has on its Menu. Orange Kenya needs to put on that billboard that conditions apply. “
He added,” Should we trust such companies to provide us mobile money transfer or voice services, who knows our conversations might be used for something else? Anyway this is corporate fraud which Kenyans might take as racism. There is no reason to take consumers for granted, they toil to make their money, they are fucked up by rogue Matatu crews, fear police and city council wardens more than thugs and are still fleeced their hard earned cash by nicely framed billboard ads and still there are no MP’s championing for consumer rights.”
Regardless of the internal issues the firm is going through, which TechMoran insiders are uncovering, it’s doesn’t need rocket science to be honest.
Just recently thousands of fake mobile phones were switched off leaving many by the country’s communications regulatory authority CCK raising questions on who allowed the vendors to bring in the handsets in the first place.
The author of this story uses Orange’s Monthly Unlimited internet and handed in her story on a flash disk. She will be unavailable until she renews her monthly unlimited internet from Orange Kenya which she only uses after work (6pm to 10pm).
Here are some of Orange’s values;
We are direct and easy to understand. We keep things simple. We focus only on
We are open. We say what we do and we do what we say. We are happy to share.