It's all in the cards

I've been conducting a little experimental observation the past week.

It started with simple curiousity about all the pre-paid phone cards one sees lying around on the ground but it's really about the larger issue of littering in KSA. I got the idea from reading Susie of Arabia's article about the clean up effort on the corniche in Jeddah. As I opined at the time to Susie, I heartily endorsed the idea but felt confident that anything they cleaned up would be back in duplicate the next week.

So here's what I did:

For the admittedly arbitrary period of 4 days, I stopped and picked up every single pre-paid plastic phone card on the ground in my path between my apartment and my workplace, a distance of about one km. I stopped after 4 days because I had gone over the slightly varying routes 8 times (round trip) and found that the average number of cards was decreasing only slightly. I figured the first couple days I was picking up cards from several previous weeks but by the third day it was mostly new cards.

My hypotheses going in were (1) that the assortment of cards would reflect the market shares of the three local providers: STC, Mobily and Zain, in that order, (2) that the value of the cards would be evenly distributed among 10s, 20s, 30s and so on. [Note: 10 SR=$2.67 US]

I was also simply curious about how many cards there really were. I asked a few colleagues who hazarded guesses of 7-10 cards per day.

The actual average was 41.75, with slightly higher numbers on the first and second days.

Here's what my collection looked like after 3 days:

The sharp-eyed among you will note that my initial two hypotheses were gloriously disconfirmed.

While STC dominates the market for phone cards in the Malaz district, Zain clearly trumps Mobily, which is actually the market's second-in-command for overall telecoms market share.

Why is that? Well, as a colleague mentioned, it seems that Mobily has better deals for post-paid service, leaving STC and Zain as the price-leaders for pre-paid service. I can't vouch for that but it's certainly suggested by the numbers:

STC: 68%
Zain: 20%
Mobily: 12%

I was also wrong about the distribution of phone card values which were completely dominated by the 10 and 20SR cards:

SR 10: 77%
SR 20: 17%
SR30: 2%
SR 50: 3%
SR 60: 0.5%
SR 100: 0.5%

Essentially 10 and 20 SR cards comprised 87% of the pre-paid cards left on the ground.

It's important to remember that these figures represent cards carelessly or deliberately left on the ground, not the total number of cards purchased, some of which are undoubtedly dropped in the trash. So it may well be that the numbers tell us more about how the mixture of the army of foreign blue-collar or subsistence workers and middle-class native Saudis dispose of trash than the population as a whole.

In other words, this doesn't say anything about what percentage of cards are put in trash versus dropped, or what the true distribution of card values is.

Be that as it may, it's clear that residents and passers-by in Malaz buy the cheapest cards available and, from what I can personally observe, think no more about dropping a card once it's been scratched than they think about a fly once it's shooed from their arm. Once a card has been scratched and used, it is no longer in the customer's attention span and seems to simply fall from his hand like so much lint.

In fact, I asked one gent, with as much politeness as I could muster, why he dropped his card instead of throwing it in the trash. He replied quite matter of factly, "That's how we do it here."

I asked another guy whom I found buying a 10SR card at the bakalla (mini mart) why he bought that value instead of something higher. He said, "It's how I control my phone calls. If I got more, I'd just use more."

It's a bit tricky to calculate how many minutes one gets from a given phone card given that different providers have different rates and SMS charges are different from voice calls, not to mention the variety of services like prayer time notifications, but I'd venture to say that a 10SR card (worth, as noted, about $2.70 US) yields about 18-20 minutes of telephoning or 40 text messages.

Of course many of the dropped cards can be found in the immediate vicinity of the bakallas but a surprising number are found up and down the neighborhood streets. The reason for this, as I observed, is that a customer buys a card and then walks down the street scratching to get the code and re-charging his phone and then drops it when he's done, which may be a block and a half away.

As I was discussing this with a colleague, he ventured a further opinion about phone usage in the kingdom. According to his theory, Indians are the big texters, Pakistanis won't text but will call, and Bangladeshis use a sort of missed-call system to convey information like "on my way home," thus avoiding call charges. I can't vouch for any of this; just tellin' what I hear. Americans simply lose their phones a lot. And of course Saudi students usually have two phones -- one that the family knows about and one for...other uses.

Ecologically, however, I'd say the cards are a disaster, considering the amount of plastic involved for a useful life of 20 seconds, not including the resources needed to create the cards and truck them to the points of sale. And don't forget the plastic sheaths each card is wrapped in. Once the number has been scratched, the card becomes useful as...nothing.

One thing that some vendors do is provide a register receipt with the re-charge number instead of a plastic card. I'm sure the customers drop the register paper just as freely as the plastic, but the paper is a bit more biodegradeable.

_______________________________________________

Here's a typical Zain card

At least the folks at Mobily give you a collectors' motive for not tossing out the cards.

And finally: a glimpse of the rare 100 SR (about $27 US) STC card!

1234

Mobily strikes again!

It's bad enough to get spam in your e-mail, so why is my telecoms provider sending me a steaming load of promotional spams on my mobile phone?

I've complained about Mobily before, specifically lack of any credible customer service. but this is a new low in customer relations: spamming your own customers!

Consider what they either sent or let through:

1. Mobily: message in Arabic announcing a promotion for getting extra minutes.

2. MOWE: promotional message in Arabic directing me to the website of the Ministry of Water and Electricity.

3. Mobily: another message in Arabic. (I get these a lot from Mobily.)

4. BodyMASTERS: message in Arabic -- how did they even get my mobile number?

5. Mobily: "Now win 20 kilos of gold by using Mobily roaming services."

6. Kilana: message in Arabic. One of my Saudi colleagues thinks this is a charity promotion but I think it's a message from the humanoid Vorta commander from Star Trek.

7. kke.com.sa: message in Arabic directing me to an Arabic website seemingly sponsored by the King Khalid Foundation.

8. 3351: "Message cannot be displayed." (I get these all the time.)

9. GDP: message in Arabic about protecting my passport

Is there no refuge from telemarketers and spammers?

You could say, "Mr. Man in the Sand, what do you care if you occasionally get an irrelevant message on your mobile phone? It doesn't cost you anything to receive an SMS. Why not just delete and move on?"

But see, I get a private, if small, jolt of delight when someone texts me because I think I'm getting a personal message from a friend with some SMS drollery or other important breaking news. Instead, I eagerly open the message only to find "Message cannot be displayed" or "Win 20 kilos of gold." (I believe I'll leave the gold and silver speculation to the notorious "G" -- a loud, oafish man who believes that the local souq merchants are fools who don't know the value of their goods.)

It's a bit like going to the mail box and finding a package only to discover that someone has sent you some dead batteries or a wad of cat fur.

SMS to Mobily...
Veeds of Arabia: cut it out please.

Annals of Bad Service: Mobily

As much as people (including me) complain about customer service in the Western world, service is a dream compared to the number one offender in the Kingdom of Saudia Arabia.

I refer, of course, to telecommunications provider Mobily (pronounced moBUYlee).

I should make it clear that I have no beef with their actual phone service; it's not like I get a lot of dropped calls or fading signals. It's the customer non-service I'm talking about. Well, that and a few other things...but mainly the non-service.

Specifically: 1100, the Number of the Beast in telecoms.

That's the alleged number you call to get any kind of customer non-service, short of trudging off to visit one of their offices. (Of course that's a frustration in itself because you may get to a Mobily office, take a number, wait for your turn to come up--assuming no one has jumped in front of you--and then find out the particular office doesn't offer the service you need or need to have fixed. Even something as simple as renewing your USB modem gigabytes can be your undoing if you go to the wrong office.)

I should mention that there is no other number provided in any Mobily literature anywhere except the 1100 number. And if you wait 45 minutes to see a Mobily rep at one of the offices and complain about having to drive all the way there, they'll just cheerfully refer you to 1100.

In short, the 1100 is about as useful as a flyswatter on a bowling ball.

First off, no one ever answers. Ever. Even after you've gone through their maddening phone menu. OK, so perhaps after 50 or 100 tries you do get a live person. The connection will either be immediately terminated or you'll find yourself with someone who speaks English with such a heavy accent that you need to have him repeat what he says 5, 10 or even 15 times for everything he says.

But enough yakking, let's try out the 1100 number right now:

[ring ring]
"Welcome to our new Mobily customer service menu. For Mobily services, press 1. For Broadband at Home press 2."

[Press 1]
At this point, instead of getting the option you requested, a recorded commercial starts: "Internet roaming..." (annoying commercial plays for about 16 seconds) "...to subscribe to this service, press 3. To go back to the Main Menu, please press 'star.'

[Press *]
"For information about the balance and recharging, press 1
"For settings, 3G services and internet packages, press 2
"To activate and deactivate Mobily services, press 3
"For (nacawfee?) program, press 4
"For reporting the harassment complaint, press 5
"To change the language, press 6
"To listen to the services list again, press hash"

[Press 2]
A new menu option list now starts up, the last of which, hidden after the "listen to the list again" item, is:

"To contact a Mobily customer care representative, press zero"

[Press 0]
"Dear Customer, you can now evaluate the quality of service provided by our customer service representative immediately after this call. Dear Customer, to ensure service quality, this call will be recorded." (Mobily is big on prefacing all their statements with "Dear Customer.")

Of course there is no evaluation because you will never get a live person to evaluate.

At this point the system often simply hangs up on you, so you call back a dozen times until you finally do get through to an actual live person (who, remember, you will have to ask to repeat everything he says at least 5-10 times to understand him). Alternatively, a live person may answer, who promptly gets drowned out by the previous recorded announcement...and the call is dropped. So you call a dozen more times until a heavily accented person comes on the line. This whole Abbott & Costello routine can go on a dozen times.

Now, is it just my imagination that Mobily customer service is renowned throughout the Kingdom for being slovenly and poorly engineered?

I've asked several of my student classes and every time I mention Mobily they all wake from their gerund-learning-induced stupors and start laughing and shouting about how much they despise the 1100 number.

I did find out while I was visiting the Mobily booth at an electronics exhibition recently (from a guy who probably shouldn't have told me this): Mobily has a 5-tiered system for responding to calls on 1100. It starts with their VIP customers, works down to "post-paid" phone customers and finally dead ends at the "pre-paid" customer level. That's me. I buy pre-paid cards worth 60 riyals every month or so. You'd think these would be among their most valued customers.

Back to the job at hand. In case you're wondering, I've now been on music-hold for more than 90 minutes -- about the time it took to write this blog, get some coffee, check some other e-mails and read a few chapters of a book. I'm just feeling ornery enough to plug my phone into its charger and see how many hours it will take for someone to answer.

UPDATE: I left the phone on the charger and let it just sit playing on-hold music and I racked up about 6 hours, including 3 or 4 callbacks...without a single live person interrupting.

In the meantime, I have suggestion for Mobily: Why not just change the number to 666 and get on with the business of ignoring customers without the subterfuge of a help line?