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MTN explains standoff with customers

By Julius Businge 

Uganda’s largest telecommunication firm, MTN has today clarified on reports that a good number of its customers are not happy with its data services.  Speaking to journalists at the company’s headquarters in Kampala on Nov. 18, the company’s CEO, Brian Gouldie, said MTN has all the experience in Uganda’s market to tackle all challenges related to telecom business. “Of course I feel concerned when we fail to meet customer expectations,” said Gouldie. Prior to the short notice press conference, there were reports that some of the company’s customers were planning to petition government authorities over the current “poor services” offered by the South African based telecom giant.

But the CEO said, they were engaging the affected customers on a case by case basis.  Gouldie admitted that there were challenges in their network related to data service with cases such as multiple data bundle activation failure which led to multiple charges, delayed data bundle loading, failed activation, inaccurate data bundle billing among others but assured the customers that the company was working hard to manage the challenges. Officials told The Independent that the company has 3.4 million customers on the data segment but only about 4, 800 were affected by network problems. Another official said they were already refunding some of the affected customers. He did not give more details. Gouldie urged customers to always contact MTN officials whenever they face challenges while using the company’s services.

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