Consumers dissatisfied with poor telecom services



Telecom users are demanding improved service delivery from service providers at a time that competition in the industry is becoming keener.

The consumers, some of whom have been speaking to Citi Business News have also made a case for class action if the situation remains unchanged.

It also appears that the consumer dissatisfaction cuts across all the six telecom operators in the country.

The complaints, equally center on a wide range of issues such as call drops, poor quality of voice, high cost of data, among others.

Some of the customers of the telecom companies who spoke to Citi Business News couldn’t help but pour out their frustrations.

“My greatest worry is about the rate at which the data gets used up. Even though there are adverts about bundles, I seem not to benefit from that either. Almost all the networks the data is very expensive,” one customer remarked.

Another also said, “The challenge I face most is when it is difficult to reach someone via voice call. It even gets irritating when you know that the other customer is within reach.”

“For my network, I hardly subscribe to voice call because of the rate at which my credit get exhausted…I always have to complain about the unsolicited messages which also drain my credit,” a third concerned consumer decried.

The calls by the consumers come at a time that the telecom operators are intensifying moves to improve their service delivery and stay relevant in the highly competitive industry.

The industry regulator, the National Communications Authority (NCA) has also given a month’s ultimatum by which time all the mobile network operators should submit a roadmap for solving all network challenges.

The NCA among others has also cited quality of service as one of the main challenges within the telecom industry which requires utmost consideration.

Telecom Analyst, Fouad Chalabi describes the regulator’s intervention as necessary though not a novelty.

He however stressed the need for stricter compliance to bring defaulters to book.

“With the one month period for the Mobile network operators to solve the technical challenges is a good time…the Telcos have challenges yet they have to be up to the task. But it would be better to have a few subscribers with better services than to have a lot with poor services,” he said.

Despite the concerns, some customers seem to be content with their network operators.

But Mr. Chalabi also offers some solutions to sustain the interest of the apparent dissatisfied consumers.

“The telecom industry has been here for about twenty-five years and now a whole generation knows what is happening with people subscribing to at least one mobile network or the other. So definitely to be up to the challenge, the operators need to provide good quality of service. It is the obligation to serve the good service all over the country, beyond the national capital.”

By: Pius Amihere Eduku/citibusinessnews.com/Ghana



Published on 22 March 2017 | 6:00 am at Source