[kictanet] customer service commitments from service providers

Mon Jan 4 14:50:21 EAT 2010

It is more than refund - it is IMPUNITY – the same principles and the dose we are asking Ocampo to give to the  politicians. 

It is an opportunity for the sector to prove that it does not operate matatu style  where anything goes. Parents and friends of KCPE students  lost millions.  KCSE is just round the corner and  I wonder  how the same stakeholders can convince Kenyans that they will be better prepared.  CCK has the regulatory instruments and the mandate to instil discipline in the sector and eliminate conmanship , the operators  have an obligation to clarify and refund, and of course the relevant service provider. It is also a great opportunity for the ICT consumer organisation to show a hand 

Cheers 

MM

From: Zachary Ochieng [mailto:zzachmbir at yahoo.com] 
Sent: 31 December 2009 17:39
To: mureithi at summitstrategies.co.ke
Cc: KICTAnet ICT Policy Discussions
Subject: Re: [kictanet] customer service commitments from service providers

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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