'Se on pe a, fa ni sika ma nu na on KƆ TƆ WƆ bebi fofro' (TAKE YOUR MONEY ELSEWHERE)

The Managing Director.
Customer Services Manager
Millicom Ghana Limited
TIGO Ghana Limited.

1 February 2011
Ref. Customer No. 4424976 (MK PHASE BK PHONE)

Dear Sir/Madam
Customer Service Complaint on the 1^st February 2011 at Barnes Road TIGO
I went to your Barnes Road office to buy a mobile phone and to register my existing  Tigo SIM Card which I have been using for the past few years. On entering the main hall I went directly to a supposed customer service desk manned by a lady and gentleman all wearing Blue Tigo T-Shirts.
I was told I could buy the product I was looking for at the same desk on enquiry after which I was handed the boxed mobile phone but with the seal broken. My complaints about why the seal was broken only brought back silly excuses like;
1. They are all like that
2.We open all the boxes to check that all the devices and peripherals are intact.
I was able to accept these excuses to an extent even though not fully satisfied.
My next big problem started when I was refused a receipt for my transaction.
And again some of the cheap excuses/reasons offered sounded absurd. Which I felt was not right considering the might of an organisation/Brand like Tigo not issuing receipts for transactions.
1. Your phone is your receipt they told me.
No amount of protestation and logical argument could move them from their ‘NO RECEIPT’ entrenched position.
Next thing I know I hear in‘TWI’ 'Se on pe a, fa ni sika ma nu na on KƆ TƆ WƆ bebi fofro' (TAKE YOUR MONEY ELSEWHERE).This being the lady customer service agents solution to my protestations about the broken seal or the receipt.
On hearing the statement I reacted by questioning her professionalism and perhaps Tigo’s so called brand promise/ customer service credentials.
I took the boxed phone with the broken seal and waited patiently in a line to register my new device and SIM Card. On completion of the process I asked the customer service lady if it was normal practise not to be issued a receipt for my transaction. This enquiry dismayed her as much as it had me a few minutes prior. She took the phone and went to ask at the desk where I had had all the previous shenanigans. She came back and advised that I would have been given a receipt if I had bought it at the cashier booth at the end of the hall.
At this point I asked her to cancel the previous registeration for me to get my money back and pay for it at the booth. At the booth the service was professional , courteous and hustle free after which I was given a box of the product with an unbroken seal. This obviously debunked the earlier excuses I was given for the broken seal.
I mentioned my problem to the lady in the booth who started apologising and begging on behalf of  the very unprofessional attitude of the customer service lady.  At this point I had gone past the point of caring because I think the feel that justice should take its course. She left her booth to come and try do some arbitration through a gentleman who might be a customer service supervisor.

This letter might be brushed under the carpet at Tigo but will not be the end of this case given all the media available to consumers these days and given the the numerous competing networks available It even makes gives me a greater incentive to switch to my MTN chip.
I am addressing this issue directly to the Managing Director and the Customer services Manager who I was told was not available at the time. I hope this complaint is seen to thoroughly and appropriate solutions are sought and implemented as per my grievance.

Yours Sincerely
Extremely pissed off customer
0243 *** ***
0272 *** ***

HERE IS THE REPLY I GOT FROM THE TIGO CUSTOMER SERVICES MANAGER ABOUT MY COMPLAINT. IT HAS TAKEN NEARLY A YEAR TO PUBLISH.
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