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

[Francis Hook]

Yes, it was I who queried what merits discussion on Kictanet and whether it
should be a conduit for customer service issues.

Well, I'm only chiming in to broadly touch on issues of QoS (and to a
certain extent SLAs and what providers position as connectivity and speeds
(and disclosures relating to contention).   I think this area is very vague
with ISPs and perhaps the ignorance gap among users is sometimes exploited.


On QoS - as a Zuku subscriber, I am advised this morning that both TEAMS and
SEACOM are down....and that there are no redundant links (!!!!) - perhaps
the CS person I spoke to is not privy to such info?   Can Zuku really afford
to drive passengers without a spare wheel? No redundancy?

On a brighter note, its gratifying to see CCK take this issues up - perhaps
they could simply share the customer complaints link and a brief note
outlining at which point they can take the issue up (i.e. when efforts to
escalate with the provider have failed).



On 16 March 2011 18:18, Edith Adera <eadera at idrc.or.ke> wrote:

>  It's strange that CCK never responds to issues on KICTANET list except
> the other day I saw an email from Christopher.
>
> Does CCK have a consumer affairs department. Can complaint procedures be
> published? and QoS performance of all companies be made public?
>
> I was just about to sign up to Zuku after the feedback we got from listers
> on broadband!
>
> A consumer study we've just published points to serious complaints in the
> Internet market which are not being addressed.
>
> Edith
>
> *________________                                    *
>
> *Edith Ofwona Adera *
>
> Senior Program Specialist
>
> ICT4D Program and Climate Change & Water Program
>
> International Development Research Centre | Centre de recherches pour le
> développement international
>
> Regional Office for Eastern and Southern Africa
>
> Tel: +254202713160 | Fax/Téléc: +254202711063 | Skype: edithadera
>
> eadera at idrc.or.ke | www.idrc.ca | www.crdi.ca
>
>   ------------------------------
>
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