adminSOCIAL media platforms are inundated with complaints from Econet subscribers who endlessly complain about how the mobile network operator seems to be ripping them off.
Typical of how cynical Zimbabweans have become, memes, including hilarious innuendos, are now doing rounds on social networks.
One interesting quote on Facebook reads: “My relationship with Econet is like that of a woman anoti ndakagarira vana vangu, ini ndakagarira number dzangu.” (My relationship with Econet is like that of a woman who clings to her marriage for the sake her children; I am only clinging for my phone number).
It is difficult to cast Econet in bad light as its founder Mr Strive Masiyiwa is a role model to many.
He has managed to create a lot of wealth not just in Zimbabwe but globally. In addition, the company has done tremendous work in Zimbabwe in terms of employment creation and ground-breaking projects.
Its contribution to the fiscus is also commendable.
There are people who have been Econet’s subscribers since its inception, but they are beginning to feel “commercially robbed”, so to speak.
Even those considered less discerning have started questioning Econet’s billing system.
It is not uncommon for one’s voice credit to vanish without a single call having been made. Similarly, data bundles have developed a miraculous knack of disappearing.
Few people make voice calls nowadays, choosing to use either Facebook or WhatsApp.
But there are curious cases where one’s voice credit is inexplicably “chewed up” notwithstanding the fact that one has subscribed to special social media bundles.
How does this happen?
The explanation one gets from Econet’s call centre is hardly convincing.
Many people have now resorted to topping up their credit when they really feel that they have to make a call.
It’s risky to top up airtime at one go: you might lose it all inexplicably. Even when automatic updates are deactivated, it is all the same.
Econet is often given the benefit of the doubt because with the high dose of marketing propaganda there is always an illusion that the business is run professionally, ethically and with integrity.
But judging from the sheer amount of people that are always complaining, they all cannot be wrong.
The stranglehold Econet has created in the mobile telecommunications industry makes it difficult to ignore. Many individuals and companies necessarily have to deal with Econet.
There is a feeling that Econet takes advantage of its position in the market to be a bully.
Econet should remember that it is the subscribers that make it the company it is today. Subscribers only ask for quality and affordability.
The WhatsApp and Facebook Extra bundles, which cost more than US$6 per month, are absurd.
Many assumed the new products were expensively priced because they were gateways to faster communication.
However, as we speak, the downloading speed on these platforms is nothing short of scandalous.
The unspoken rule is: extra charges should attract quality services.
One angry subscriber recently wrote: “Econet Data bundles are overpriced. If I am to compare with Zain in Zambia or Vodacom in SA: US$20 buys 1 gig of data on Zain, and the same US$20 buys 1,5 gig of data in SA or Vodacom DRC. In Zimbabwe, the same US$20 only buys 600MB of data.
“Econet is not the only culprit though. ICT Minister Supa (Mandiwanzira) is right. Zimbabweans are being ripped off big-time by these network operators…”
Econet usually argues that Zimbabwe’s laws and statutory obligations force them to charge more than their regional peers.
Another interesting quote from an angry subscriber read: “I have said this before, Econet is ripping off people in Zimbabwe, but Zimbabweans being Zimbabweans they always think that rich people are there to help them. Masiyiwa is a capitalist and has no interest in things getting better in Zimbabwe.
“For business, the chaos in Zimbabwe serves well for him. Zim is the only country where the dollar buys something that usually costs US2 cents in the USA. EcoCash is one rip-off, now Steward Bank. Masiyiwa raiding the Press, I do not think this is right. Masiyiwa lives in South Africa and gets most of his money from loyal Zimbabwean consumers who sympathise with his old story of being denied a licence in the 1990s.
“Strive is a Christian but there are some of his business models that I do not agree with like robbing the poor. Basically, Masiyiwa is giving Zimbabweans a raw deal and good deals to Botswana, South Africa and Nigeria.
Econet responds to issues raised by a columnist
THANK you for the opportunity to bring some clarity to the various issues raised by your columnist.
We wish to respond to specific issues that the writer raises.
Firstly, we do take any claims of credit “disappearing” quite seriously.
When we receive such complaints, our customer service agents look into the customer’s account to see how credit has been used.
We have discovered that, in most cases, the two main issues that may affect credit are background apps and what we call third-party services.
There are a few easy steps that customers can take to have better control of their airtime usage.
This includes disabling background apps on your phone, which sometimes “chew up” your airtime.
You should also make sure to unsubscribe from any third-party services you do not wish to continue receiving.
These are, for example, services like special ringtones or job tips that are available for customers who opt-in for them on our network.
The writer also raises the issue of the new “Extra” bundle offered by Econet.
Firstly, Econet has not raised data prices at all. What we have merely done is introduce a new subscription bundle, called “Extra”, for customers who prefer to use higher volumes of data.
The “Extra” versions of the packages are for subscribers who have higher than average data needs within their subscription, while the “Light” packages are for the average data user at the “old” prices.
The fair usage policy applies on these bundles.
Just to help you understand this policy better, Econet has millions of subscribers, who have to share the limited data on the network.
Each of these subscribers is important, and deserves fair and equal access to the network.
Econet had noted that a few subscribers were using more than their “fair share” of data.
What this does is compromise the experience and quality of the service for other subscribers.
So we then introduced the fair usage policy so that each customer has a fair share.
This is standard practice among mobile operators across the world, including in Zimbabwe, to protect the majority of customers who consume data below the set fair usage policy levels.
At Econet, we have deliberately chosen to state this fact to our customers upfront, and not hide it in fine print.
Once again, we thank your writer for the frank and open feedback.
We remain ready to engage further on these and any other issues on which you may need further clarity.
Online Reporter