Smiles and Anger of BRT e-connect card

A good government is the government that is concern about his people and their well being, if am right. To a certain extent in some sector in Lagos-Nigeria, you will agree with me that Lagos State Government is concern about the people she’s governing.
Before you axe me down, she's either concern fully or partially and  when she's concern, she implement things with her eye wide open and after the implementation, she goes to bed and feels she's done it all as far as she's getting result  at that moment not considering the future therein.
It is a known fact that management is the problem Nigeria has, which is not only common to Lagos alone. After all said and done, improper management becomes the root of her deeds.
This brings me to the E-connect being use by BRT to erase paper ticket in other to assist the masses plying it and to keep Lagos Clean.
To whom ever brought the E-connect idea which was openly accepted, did a great job because with the E-Connect you are charge based on where you alight(Bus-Stop) unlike the ticket that charges you same amount not considering where u alight (BUs-Stop).

So interesting that it saves money by allowing you to spend the same amount (N120) you'll spend to the last terminal when you move direct and when you cut your journey to other Bus-Stop before getting to the last terminal. It also allows you to owe ad pay later if you don't have enough in you E-Connect Card. hmmm Bravo!

However, with this brilliant idea:
Why do customers still find it hard to Recharge/Top-up their card?
Why do they have to purchase Ticket after having the E-connect card?
Why do they have to charge customers the total amount of getting to the last terminal when the machine malfunctions by refusing to Tap Out?
Why do they not refund the money deducted inappropriate by the machine?
Why do customers have to wait and allow several new busses to pass them by due to lack of E-connect machine in it?
Why! Why! Why!

Note: A good business is one which one customer knocks your door. In such business, management should consider a better service. Why must customers pay for service and do not get right value for what he/she pays for?
This does not apply to BRT Management alone but also to most other sector in Nigeria.
I believe much can be done fixing things.