DStv, Telcos vs Consumerism

Have you ever paid for an item, got home only to realise that item was defective? Then you took it back and you were told once you took it away, nothing could be done about it and you felt dejected.

You bought power from our own Electricity Company of Ghana (ECG) and suffered a power outage half of the time.

The experiences enumerated above can be very frustrating, not so? Or you went to a spot and asked for a bottle of Coca Cola and the steward brought you a Pepsi Cola instead.
In their minds they are all Cola, no? Then you send your ward to the butchers to purchase mutton and they bring beef home. You go to have the stuff changed only to be met with insults.

Service providers who you paid upfront will deliver a below-par service and get you angry and frustrated. We suffer in silence because many of these are monopolies who do not care about their clients/customers.

You will understand this if you subscribe to DStv bouquets. All that gets to you when you are watching your favourite channel and cumulus clouds gather.
The signals go off and you scratch your head in utter dismay until the clouds dissipate or after the rains have come and gone. DStv will not compensate you for the hours of lost signal.

What comes on your screen is, “There is no signal. This may be due to bad weather or faulty connection in the installation.”

At a point, I called their Customer Service and the lady I spoke to was frank enough to tell me they have no technology to avoid this occurrence. I cannot fault the poor employee, but this does not make any sense. In New York where rain clouds are darker and thunder claps seem to blow your eardrums, satellite television signals do not get interrupted when it rains.

Thunders do not clap in our parts; they only rumble mostly and are not as severe as in the temperate regions, yet satellite signals drizzle once weather itself drizzles rainwater.
The simple answer is that consumer rights do not work in our parts and we do not get angry with service providers enough, especially since some of them do not have competition in the marketplace.

Multichoice, managers of DStv, do not seem minded to invest in technology to keep their clients served irrespective of whatever the weather condition is.
The responsibility of protecting television sets from lightning must rest with the individual owner, not the service provider.

Every Ghanaian seems to own one cellphone or another. This undoubtedly makes life a lot easier for us. But then it is worrying to call a number and the response is that the number you are trying to reach is either switched off or is unavailable.
Many hours later you get through and the person tells you their phone was never off. What accounts for this must be explained by the Telcos.

You call an MTN number and you hear, “The AirtelTigo number you have dialed cannot be reached at this moment. Please, call back later.” AirtelTigo, when you dialed an MTN number? I have a number of MTN numbers especially, and at times I call one from another and I am either told the number cannot be reached or that the number does not exist. How come, when the two phones sit on my table near each other? Can our Telcos explain this?

Methinks the agency responsible for communications should come up with a legislative framework that makes it mandatory for every call to come with identification so as to eliminate scammers in the mobile telephony system, except perhaps numbers of national security interest. In other jurisdictions even calls to landlines come with the Identity of the caller.

Also, numbers patched with the Ghana Card must of necessity reflect when the bearer makes a call. This has the potential to eliminate fraudsters.
It beats my mind that numbers I have not acquired could appear on my Ghana Card as mine. Now with Artificial Intelligence making the waves, only goodness knows what tomorrow may bring.

So far, it is only the Glo network that registers incoming calls even when the recipient’s phone is off. I have not noticed this with the others.

Another annoying phenomenon is when you buy an item, paid for it and after having your receipt, it is stated at the bottom that goods purchased are not returnable. I wonder who came up with this stupidity. I do not think this can stand a test in law, unless there is a bold display of this edict that cannot escape the attention of the customer so that they are aware before making any purchases, otherwise they have a right to return goods they are dissatisfied with.

Having stated all the above brings me to Consumerism in Ghana. Attempts have been made to form consumer groups but those charged with the responsibility of legislating on consumer concerns do not seem to know what to do or are just indifferent. I was a member of a Consumer Protection Movement of Ghana in the late 80s but no matter how hard we tried, our efforts fell on deaf ears.

Consumerism is a big thing in many countries the world over, but it looks like our leaders here do not have a clue as to what Consumerism is all about. The fact that Ghana has a Standards Authority must be the impetus to couch legislation to protect consumers.

In many jurisdictions almost every product is covered by warranty, except perishable consumables which are themselves covered by standards. So, what sense does it make for me to buy an item here only to read that once I have purchased and paid it cannot be returned? How about if the product turned out to be defective?

But can they be blamed? If those elected to take care of us and protect us from capitalist cheats are looking elsewhere, who would not take undue advantage of us? This, of course, is no reason for corporate laxity.

Consumer satisfaction must be the driving principle of goods and service providers because, after all, without consumers no enterprise can flourish. Monopolies must not make a fool of their clients and our government owes us a duty to protect our wellbeing at all times.

*Writer’s email address:*
*akofa45@yahoo.com*
By Dr Akofa K. Segbefia