For weeks now an online movement against policies of telecommunications enterprises in Cameroon has been gaining momentum. It started as a two-hour boycott of their services daily, and quickly graduated to a call for massive deactivation from their services. Dubbed the Airplane Mode movement, they criticized among others, poor network services, unjustified data cuts and exorbitant mobile money charges.
Following the first few days of the campaign, the telecoms enterprises concerned, MTN Cameroon and Orange Cameroun were summoned alongside the telecommunications regulatory agency, by the Minister of Posts and Telecommunications. Their sitting was aimed at seeking solution to the issues raised by the thousands of disgruntled customers. While the exact terms of the session remain unknown to the public, it appeared to be a cue for the telecoms enterprises to break the silence.
“Over the last couple of weeks we have listened diligently to the feedback you have provided us and we take it very seriously,” Mitwa Ng’ambi, MTN Cameroon CEO stated, adding what she said are a number of steps meant to improve customer experience.
Among them, is an option for unused data to be refunded in the case of network hitches. “We are accelerating implementation of our 2023 network investment plan which has already been communicated to the Telecommunications Regulatory Agency (TRB) and the Ministry of Posts and Telecommunications. This is in order to complete ongoing network upgrades and give you a better quality of experience,” she added.
Patrick Benon, Orange Cameroun CEO on his part, in a separate release, said their exchange with public authorities helped enlighten them “on external factors that affect our services but also to define the main actions to be carried out in order to improve on the telecommunication sector in Cameroon for the benefit of our customers.”
In addition to also returning unused data volumes, the network, he said, will henceforth provide tips to help its clientele maximize use of their services. “We will equally provide more accessible complaint channels for a quick response to any problems you may encounter…”
Submit claims for fact checking.
Same old story?
But many say these measures are not only cosmetic, but remain largely insufficient. They believe the complaints have been heard enough and now is time for action. Many have since taken to social media to call out the telecoms enterprises, describing their promises as not viable.
Mitwa Ng’ambi thinks otherwise. “While we acknowledge that pricing of our products has come down by over 70% over the last eight years, placing Cameroon’s telecommunication prices among the most competitive in the region; we intend on strengthening awareness campaigns highlighting the various options available at your disposal, allowing you to optimize the use of our services,” she remarked.
“Making soft eyes to consumers so they don’t return to the airplane is good. Responding favourably to their grievances is better. We no longer want only the cheapest telecoms price in Africa, but in the world,” stated blogger, Didier Ndengue.
With the mobile money equation still not on the table too, both telecoms enterprises might still have a long rope to draw with their disgruntled clientele – that is, if they remain bedfellows for long. Hence the the airplane mode movement not dissolving anytime soon.
Source: CamerToday
