I have never had a reason to contact safcom customer care coz my phone, modem, mpesa etc etc all work very well.

When customers need secret ways to access your customer care, you know you have a serious problem as a service provider. I'd advice Safaricom to consider the following:
1. When a customer is done asking his questions, don't ask them "is there anything else i can do for you?" coz they will most likely have something else. This is unnecessary waste of valuable time? If customer remembers something else, let them call back!
2. Screen customer care reps for high aptitude before deploying them. Sometimes you call and it takes them 10 mins to understand the question; yet its their product!
3. Most times whenever i have an issue, i search safaricoms website for an answer be4 i call customer care. And all the time i don't find the answer. Safaricom should post commonly occurring customer questions in a searchable database on their website.

Twitter works really well for me when complaining, be it to Safaricom, DSTV, KPLC and Nairobi Water. These guys have really invested in Customer care on social media. Heck, they even call you back, saving you that much needed credit. I think one call to Safaricon customer care costs 20 bob. Or maybe its because I have many followers on Twirra?

Safcom can drive one nuts.But I remain a loyal customer.