I am pretty sure no one loves to cause a scene or complain in order to get service for their money. We all prefer to get service for what we have paid for, without threatening to sue or raising rants on social media. Unfortunately, this is becoming a thing of the day, where one has to fight to get the services they have already paid for, or to get feedback on an issue.It is unfortunate that our service providers are pushing us to the edge where we have to result to unethical avenues in order to get our concerns addressed.

Does one have to cause a scene or complain in order to get service for their money?

Nairobi Water Company announced their water distribution schedule for areas affected by water interruption following damage on the Sasuma dam supply pipe. As expected, the water provider failed to deliver as it had indicated in the water distribution schedule and the affected consumers were obligated to inquire on why this was the case. As expected “again” Nairobi Water Company chose to ignore the numerous inquiries. We took up the responsibility of addressing this, putting Nairobi Water on the spot for the disservice. In less than an hour after posting the article on 17th May, Nairobi Water customer care team started responding to their customers inquires, some dating as far back as 14^th May 2012.

This raises the question, does on have to cause a scene in order to get service? Aren’t we paying for the service?

In a similar scenario, award winning journalist, Cynthia Nyamai, was forced to push Pesapoint to the edge on twitter after losing money thanks to a  faulty ATM. After complaining to Pesapoint, all she got was a promise to get the money back. Just as expected, the promise remained just that, a promise, and back and forth runs for a week. Then one tweet, just one rant in a tweet had her issue  handled fast, and within a short while, she had her money back.

All this points to just one thing- companies are more interested in saving face than providing services. Shouldn't they apply this promptness in providing service?

All a customer needs is just service, is that too much to ask?