My name is Winnie Walegwa Mwashegwa. I had a bad customer service experience at Makarim Limited, the Samsung Dealers situated at Hilton Arcade, Nairobi.
On November 8, 2011, I took my Samsung E2652W phone to be repaired on warranty. I was given a job card number 659.
I have been going there since then and they keep telling me that the phone has not yet been repaired.
When I visited them in February, they promised that it would be ready by March and that they would give me a call.
But this was not the case. I decided to call them, but got a bad reception from them.
I am worried since the warranty expires on 19 May. Please help me.
Thank you for choosing us to resolve your problem. We are sorry for the bad experience you had with the customer service staff at the shop you went to seek assistance after your phone broke down.
We talked to Samsung about this matter and from the response they gave us, it seems the problem with your phone was an issue of security rather than a delay in repairing it.
Having said this, we still believe that the staff at the service shop should have explained to you what the real issue was rather than make you believe that it was a delay in repairing your handset.
Samsung says that your phone was received at their service centre and booked for repair. After the problem was fixed, the company claims that you were notified through a telephone call.
However, since you went to collect the phone without your booking form (job card), which Samsung says is a mandatory security measure to prove that you are the actual owner of the handset, and given that you did not have any other identification document, they declined to release the phone to you.
The phone is still at the service centre. The company says that you can pick it up from there by presenting your original identity card and a copy in place of the job card.
We wish you the best. Please write to us and let us know if you have managed to get back your phone. We will be glad to offer further assistance where we can.
Take your employment letters to KR offices
We, George Bege and Lawrence Lwanya, worked at the Kenya Railways Corporation in Kisumu and were retrenched on 31 December, 2006.
On January 2, 2007, we were recalled, alongside other transition employees, and received a lump sum payment, apart from the following:
Payment of 50 per cent of our allowances for the transition period, which was supposed to be added to our net pay as from January 2, 2007.
This was not paid, despite having forwarded our claims to the managing director.
We were also supposed to be paid a refund of our retainers despite having lodged a formal complaint at the Nairobi headquarters.
Although we were employed on permanent basis and were entitled to medical benefits, we were not accorded any.
We felt it wise to forward our case through this column so that you can make enquiries on our behalf.
— George and Lawrence
Thank you for choosing to seek answers through this column. We are committed to seeing that your issues are resolved and, by so doing, put an end to unfair treatment of employees and customers.
It is a sad experience for someone to promise you something, then end up not delivering on it. It is even worse when there is no explanation for the failure.
From your email, it seems that is what happened to you. We are sorry for that.
Given that we could not solve this problem without talking to the Kenya Railways Corporation, we had to write to them for an explanation.
We also sought to understand the corporation’s position on your claims. We are sorry that we took more than a month to get back to you. This was the time Kenya Railways took to respond to our questions.
According to them, the staff who served in the transition team were issued with appointment letters with specific instructions on the duties to be performed.
The corporation said it does not have records of where both of you were appointed. It advised that you present your letters to the headquarters.
As for the refund of retainers, the corporation said that the money is being processed by World Bank-appointed auditors and would be credited to your bank accounts once it is ready. It claims to have sent a reminder on the matter on 6 March, 2012.
The company also indicated that both of you were serving on wage terms before your retrenchment in 2006 and that, according to the corporation’s policy, employees under this category are not entitled to monthly medical allowances.
Given the feedback from your former employer, we are certain that your request to have your dues has not been met. You also confirmed this in a telephone interview with us last week.
We advise you to follow the instructions that Kenya Railways has given and present copies of your appointment letters to the corporation’s offices.
However, if you feel that the corporation is not being honest in its claims, seek legal redress.
We wish you all the best. Please remember that we are available to offer further assistance where we can. Inform us what comes of this case.