Cross-selling is important to the growth of businesses, but when cross-selling prevents a customer from getting the main product/service that brought he/she to the shop, then cross-selling becomes counterproductive.

Cross-selling is an important KPI in the sales and customer care department of all telecom operators. One viable way they cross-sell is making you buy airtime when doing a sim swap or replacement. All of the 4 GSM networks do it, but Globacom's own is abysmal.

My Glo sim of over six years recently began malfunctioning. Service goes off and i have to restart my device to get it running. With my 3 years’ experience in telecoms support, i figured i needed a sim swap, as i haven’t done one before.

I check online (www.gloworld.com/ng/support/self-care/sim-replacement ) and also called 121 to get the requirements. Sim replacement costs only N100. I factored in a recharge of N200 and left for Gloworld at Ikorodu on 27th, January. I got there filled out the form, signed and my ID Card was photocopied. It got to my turn, the CCR verified the details and asked for N1, 100, saying the sim replacement comes with a recharge of N1, 000. A whole N1, 000 this January ending?

I appealed to her, that i only loaded N1, 100 the day before to buy data and i didn’t leave home with enough money for airtime of N1, 000. She said it is policy, but i quickly pointed out that only N100 was mentioned in the form i signed.

Long story short, the swap wasn’t done and i went back home after wasting 2 hours and N200 to and fro the Gloworld. I got home and emailed customercare@gloworld.com to report the matter and asked for a waiver, but got this reply twice:

We regret we are unable to solicit on your behalf, as it is part of the requirement for sim replacement.

We apologize for any inconveniences this may have caused.

What else to do than call NCC on 622 to report the matter? NCC promised to send the query to Glo and i await a notification.

It is a sad development i feel needs to be addressed. No company should put sales above customer satisfaction.

Let’s see what comes out of NCC's intervention.

[size=20pt]
Globacom, forcing your customers to buy N1,000 airtime during sim replacement is anti-customer STOP IT![/size]

My fellow patriot, it is sad the the regulators in Nigeria are mere tools in the hands of those they ought to check.

Well I had to part with N600 at airtel shop. what do we expect?

Hmmmm

psucc:
My fellow patriot, it is sad the the regulators in Nigeria are mere tools in the hands of those they ought to check.

Well I had to part with N600 at airtel shop. what do we expect?

Just imagine! I feel N200 is fair and customers without the money to purchase it shouldn't be denied the service Or they clearly state it on their website and other channels.

I tweeted at them and NCC.

Eh Oga lalasticlala , help my campaign biko

Sim swap done, after i complied and got N1,000 airtime. Since the NCC won't fight for a subscriber: Globacom 1 Vs (7 years) customer 0.

I guess Nairaland dot com will not help also. NCC wake up.

I guessed its because the agent o cashie didint like ur face,coz,yhe last time i did my glo welcome was about 6yrs ago(though had to thow the pack away when their glo wahala was getting too much),i was able to convince d lady cashier that i only have #100 ,she accepted my plea way back then.the best option would have been to port ASAP!.

gidjah:
I guessed its because the agent o cashie didint like ur face,coz,yhe last time i did my glo welcome was about 6yrs ago(though had to thow the pack away when their glo wahala was getting too much),i was able to convince d lady cashier that i only have #100 ,she accepted my plea way back then.the best option would have been to port ASAP!.

You were lucky but presently it's not so again. MTN has even join the train for exploitation