[kictanet] customer service commitments from service providers

[muriuki mureithi]

Thanks Engineer  for clarifying 

Safaricom customer service referred me to a service provider and I declined because   once they accept to extend the service it is their duty complete to my satisfaction and then charge me for the service else refund 

 

What is the position of CCK on this matter? 

 

To me it is not just the money but the commitment we make to drive this country to a knowledge society  where ICT is infrastructure that we can trust to deliver

 

Cheers 

MM

 

From: John Kariuki [mailto:ngethe.kariuki2007 at yahoo.co.uk] 
Sent: 01 January 2010 19:59
To: mureithi at summitstrategies.co.ke
Cc: KICTAnet ICT Policy Discussions
Subject: Re: [kictanet] customer service commitments from service providers

 


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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