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

Wed Mar 16 12:53:36 EAT 2011

Brian ,

Please send a formal complaint to CCK on chukuahatua at cck.go.ke .We
handle consumer complaints where there has been failure to get redress
from the primary service provider.

Regards ,

Patricia Muchiri -Assistant Director

Consumer Affairs Division 

Communications Commission of Kenya

Tel: +254 20 4242412/413

Mobile: +254 722 836 959

Fax: +254 20 4242411

P.O Box 14448, Nairobi

00800

Nairobi

KENYA

Email: muchiri at cck.go.ke <mailto:muchiri at cck.go.ke> 

Website:http://www.cck.go.ke

Disclaimer: 

This email and any files transmitted with it are confidential and
intended solely for the use by the individual(s) or entity to whom it is
addressed to. If you are not the intended recipient you are notified
that disclosing, copying, distributing or taking any action in reliance
on the contents of this information is strictly prohibited.
Additionally, if you have received this email in error please notify the
sender immediately by a reply e-mail.

Patricia Muchiri -Assistant Director

Consumer Affairs Division 

Communications Commission of Kenya

Tel: +254 20 4242412/413

Mobile: +254 722 836 959

Fax: +254 20 4242411

P.O Box 14448, Nairobi

00800

Nairobi

KENYA

Email: muchiri at cck.go.ke <mailto:muchiri at cck.go.ke> 

Website:http://www.cck.go.ke

Disclaimer: 

This email and any files transmitted with it are confidential and
intended solely for the use by the individual(s) or entity to whom it is
addressed to. If you are not the intended recipient you are notified
that disclosing, copying, distributing or taking any action in reliance
on the contents of this information is strictly prohibited.
Additionally, if you have received this email in error please notify the
sender immediately by a reply e-mail.

From: kictanet-bounces+muchiri=cck.go.ke at lists.kictanet.or.ke
[mailto:kictanet-bounces+muchiri=cck.go.ke at lists.kictanet.or.ke] On
Behalf Of Brian Ngure
Sent: Tuesday, March 15, 2011 1:44 AM
To: Muchiri, Patricia
Cc: sabiya.bagha at ke.wananchi.com; ida.aginga at ke.wananchi.com;
support at ke.wananchi.com; zukucanhelp at gmail.com;
felix.sechero at ke.wananchi.com; poonam.pitrola at ke.wananchi.com;
ruth.muturi at ke.wananchi.com; sharon.kisia at ke.wananchi.com;
shelmith.njoki at ke.wananchi.com; supportbb at zuku.co.ke;
samson.bonyi at ke.wananchi.com; jimmy.mbotela at ke.wananchi.com; KICTAnet
ICT Policy Discussions
Subject: [kictanet] An Open Letter to Zuku (Help me please!!!)

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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