[kictanet] An Open Letter to Zuku (Help me please!!!)

[Njeri]

Morning,

I have passed this open letter to the Top Management team for their  
action to respond and resolve.

We sincerely regret your poor service experience.

Sent from my iPhone.

Njeri

www.njeri-rionge.com

On Mar 15, 2011, at 1:43, Brian Ngure <brian at pixie.co.ke> wrote:

> Hi,
>
> I would like to bring to attention the extremely poor service  
> provided by Zuku. The quality of service has steadily declined.  
> Emails to customer support are now totally ignored.
>
> When I subscribed to the "Turbo 8" bundle from Zuku, I was informed  
> that the speed would be maintained at a minimum of 70% to 80%  
> (approximately 5Mbps - 6Mbps). However, the down speed on my 8Mbps  
> Turbo 8 fibre link is now 0.33Mbps. (This represents 3.75% of the  
> speed that I am signed up for and is advertised by Zuku.)
>
> Is there a body that performs routine checks on quality of service?  
> e.g. CCK? And if so, is there a specified procedure that one should  
> follow? Also, if a complaint is filed, is it acted upon? Has anyone  
> on this list filed a complaint and a solution has been found?
>
> I am at my wits end. I don't know what else to do.
>
> Below is a summary of some of the communication I have had with Zuku  
> support since mid January.
>
> ----------------------
> My Turbo 8 connection is has been experiencing slow speeds since  
> Monday 24th January.
>
> I also lost the TV signal from 23rd January until 7th February.
>
> In one of the screenshots, you can see that packet loss on the first  
> two hops is greater than 70%.
>
> A work order number was raised: 298106.
>
> In calls to support, I have been told:
>
> 1. That the problem is a node near my house in Lavington.
>
> 2. That the modem firmware is faulty.
>
> 3. That the modem is fine!
>
> 4. That the 8Mbps package is a shared bandwith, BUT SPEEDS OF  
> 0.3Mbps to a maximum of 1.2Mbps on an 8 Mbps link?
>
> 5. That support teams would come on specifed days at specified times  
> (They never bothered to show up or call!)
>
> 6. That there is an issue with the main line and the issue has been  
> escalated to our maintenance team who are working to resolve the  
> matter.
>
> 7. That the support technician who finally came to my house lied and  
> said everything is ok even though my TV signal (which finally came  
> back on its own) still was jerky and the internet speed was 1.2 Mbps  
> Down and 0.8 Mbps Up. My maximum download was 80 - 100kbps download  
> and an average of 40-60kbps. This is supposed to be an 8Mbps link.
>
> 8. That the wifi modem would have to be changed to one that does not  
> have wireless and that this will resolve the current issue.
>
> 9. To purchase a router as the one that will be installed does not  
> support wireless. (NOTE: The 8 Mbps package clearly states that  
> wireless is part of the package so why should I have to buy one?)
>
> 10. That I will indeed be given a new Cable modem + wifi since I am  
> still on Turbo 8. (February 16th)
>
> 11. That another technician will come over to check the internet and  
> TV signal issue.
>
> 12. That the HD receiver and phone will be issued soon as they are  
> in stock. (They have not been provided to date.)
>
> 13. That it was a mis-communication on the previous mail and that  
> you need to change the modem but to one without the Wifi and that I  
> should tell you if I have purchased the router for the wifi! (Again,  
> the Turbo 8 package is advertised as coming with wifi) (February 17th)
>
> 14. That you are working on a resolution for this matter and shall  
> get back to me shortly. (February 18th)
>
> I have noticed that packet loss on the link is very high (sometimes  
> between 60% to 80%). I have sent emails with this information which  
> has been totally ignored.
>
> I have also been told:
>
> 1. That the receiver supplied is an SD Receiver which will be  
> upgraded to the HD Receiver.
> 2. No phone set was supplied but will be brought as they out of  
> stock (apparently since November last year).
> 3. That they have just received the HD decoders and telephone which  
> will be installed soon (I was told this on the 27th of January) once  
> they have been integrated into our system.
>
> It's March 15th and guess what, I'm still waiting for a solution to  
> these problems. We (Kenya) plan to be the ICT hub for East and  
> Southern Africa, with all the plans in place for the ICT city  
> (Malili). If this is a sample of things to come in regards to  
> customer service and quality of service.... well I suppose you can  
> guess what our potential audience will think of us (Kenya).
>
>
> Brian Ngure
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