Kenyans are beginning to question the reliability of smartphones sold under the popular M-KOPA pay-as-you-go financing model, as complaints continue to grow about devices that fail to perform even the most basic functions.
What was once seen as a lifeline for people who could not afford to buy smartphones upfront is now leaving some users frustrated, financially strained, and feeling misled.
The model allows customers to get a smartphone by making small daily payments instead of paying the full price at once. For many low-income earners, this system made digital access possible. Phones are used not just for communication, but also for work, mobile money, learning, and running small businesses.
When such a device fails, the impact goes beyond inconvenience. It disrupts daily life.
Information reaching this platform shows that several users are experiencing serious performance issues with some of the phones supplied under this arrangement.
Complaints include rapid battery drain, frequent system crashes, slow response times, and phones shutting down without warning.
These problems make it difficult or even impossible to use the devices for calls, messages, or essential apps.
One affected customer, who requested anonymity, shared his frustration after acquiring the M-KOPA X30, a phone marketed as a high-performance, AI-powered device.
According to him, the phone barely lasts a few minutes once unplugged. He says the battery drains so fast that it becomes useless for communication, even though he continues to pay daily installments without fail.
He explained that the phone cannot handle simple tasks such as making calls or sending messages. This has affected his ability to stay connected with clients and family.
Despite repeated efforts to make the device work, the problems persist, leaving him with a product that does not match what was promised at the point of sale.
What makes the situation more painful is that the payments do not stop simply because the phone does not work properly. Each day, the amount owed continues to add up.
For many users, these payments are made from small daily earnings, meaning they are paying for a product that offers little to no value in return.
The complainant directly appealed for help, asking why Kenyans should be forced to continue paying for phones that fail to meet basic expectations. He questioned the fairness of a system that locks users into payments even when the product does not perform as advertised.
These concerns raise serious questions about quality control, transparency, and consumer protection. While pay-as-you-go financing has helped bridge the digital gap for many, the growing number of complaints suggests that stronger accountability may be needed.
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