South Africa’s newest telecommunications provider is offering clients free unlimited data for the rest of June, after early adopters struggled to sign up.
Rain South Africa, backed by former FNB CEO Michael Jordaan, launched with much fanfare on June 6, offering the lowest mobile data prices in the country.
But from its launch, the company experienced technical difficulties, with several users complaining that they were unable to complete the registration process or activate their SIM cards. In a letter to consumers on June 23, Rain said that the response to its service has been “overwhelming”.
“We’ve experienced a few problems.”
The Stellenbosch-based start-up said it’ll cover the R120 registration and delivery fee, and data usage for the rest of June is free.
“We’d like to make it up to you,” the company said.
Jordaan confirmed on Twitter that the offer extends to all current Rain customers.
The company did not clarify whether teething problems will be sorted out before the offer expires at the end of June.
Business Insider South Africa’s Timothy Rangongo has been unable to use the Rain SIM card he received on June 17, six days after he was promised he’d get it within 21 hours.
Other consumers have also been frustrated:
24 hours and SIM is not yet active, after being RICA'd.— Roelf Diedericks (@RoelfDiedericks) June 13, 2018
The "helldesk" simply says they have to escalate to the "network division" (after waiting about an hour to get through on the chat)
Have been waiting for more than 3 hours today for the online chat just so that they tell me that yes the sim card is not activated and that I should call their call service, did the staff not get any training at all before launch.— Armand van Staden (@armand102) June 14, 2018
CEO Willem Roos said that "building a large LTE network is a significant undertaking and as such we have faced many difficulties.”
He says Rain will be focusing on the continual improvement of its current product offering and service, and that the team is working hard to "squash all the bugs".
“When launching a new business, lots of unexpected things happen - what is important is how you quickly you react to fixing these problems,” Roos told Business Insider South Africa.