[kictanet] customer service commitments from service providers

[John Kariuki]

MM,
The issue you raise are clearly very fundamental and need need careful attention. As a parallel example: If I call you in whichever network in whatever country and I do not reach you, then I do not expect to be charged. It matters little that I used systems of different providers!

--- 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: ngethe.kariuki2007 at yahoo.co.uk
Cc: "KICTAnet ICT Policy Discussions" <kictanet at lists.kictanet.or.ke>
Date: Thursday, 31 December, 2009, 10:08




 
 






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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