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

Wed Mar 16 13:21:16 EAT 2011

Richard Bell - Group CEO
Peter Reinartz - MD Retail
Serena Davis - Chief Commercial Officer

Sent from my iPhone.

Njeri

www.njeri-rionge.com

On Mar 16, 2011, at 11:29, Andrea Bohnstedt <andrea.bohnstedt at ratio-magazine.com 
 > wrote:

> Who *is* senior management at Zuku these days? I remember that the  
> previous head of customer service left, and Suhayl kindly gave me  
> the email address of his successor, but my last email went  
> unanswered, too.
>
> On 16 March 2011 10:54, Njeri <njeri.rionge at igniteconsulting.co.ke>  
> wrote:
> 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
>> <1.png>
>> <2.png>
>> <3.png>
>
>> <4.png>
>> <5.png>
>> <6.png>
>> <7.png>
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>
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>
> -- 
> Andrea Bohnstedt
> Publisher
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>
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