[kictanet] customer service commitments from service providers

[Zachary Ochieng]

Muriuki, we surely deserve a refund. During those anxious moments, I sent five of them, costing me a whole 100 bob. But I only managed to get one response late in the night, by which time I had already spent more money contacting the school authorities. Someone out there ripped us off and should be made to pay back.
 
Happy new year.
Best,
Zachary.
 


 

--- Be the change you want to see in the world.



--- On Thu, 31/12/09, muriuki mureithi <mureithi at summitstrategies.co.ke> wrote:


From: muriuki mureithi <mureithi at summitstrategies.co.ke>
Subject: [kictanet] customer service commitments from service providers
To: zzachmbir at yahoo.com
Cc: "KICTAnet ICT Policy Discussions" <kictanet at lists.kictanet.or.ke>
Date: Thursday, 31 December, 2009, 19:08








After the announcement of KCPE results on 29th , I and I believe many other Kenyans sent   sms’s  through 2228 to get the results without success . for each sums I sent I discharged my  obligation and was charged ksh20 to get service. After 5hrs I got responses from 2 sms’s  but  for all the other sms, I never got a response  and I have not been refunded  the money deducted  .  Some customer service issues arise;
 
-          1) when is a service deemed to have been rendered by a service provider? Can  a service provider delay a response for 5 hrs and claim to have provided a service?
-          2)my contract for cellular service is to Safaricom  who charged me for all the  sms I sent, when I called the customer service I was told the failure belonged to a service provider contracted by KNEC and could I call them. I declined to call them because  I have no contractual relations with them. What is the obligation of the cellular operator  when they charge on behalf of a third party  who does not provide the service? 
-          3) Examination results by there scale  provide the best platform to show that the ICT system have come of age. KCPE was a great platform,  KCSE is just round the corner , what went wrong  and what strategies are being put in place to avoid such terrible failures in future? 
Cheers 
Muriuki Mureithi
 
 
 
 
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