[kictanet] An Open Letter to Zuku
Andrea Bohnstedt
andrea.bohnstedt at ratio-magazine.com
Thu Mar 17 14:26:20 EAT 2011
Any serious ISP will surely do a site test first before taking money.
I have been wondering about the disappearing channels, too, but right now,
I'm not enough of a sucker for punishment to try and extract an answer from
customer service. What I find irritating, too: I can't actually find a list
of available channels. It'd be nice if that were posted on the website.
On 17 March 2011 13:54, Shah, SurajX <surajx.shah at intel.com> wrote:
> I was wondering whether this would be the right forum to complain about the
> pathetic standards of ZUKU and their even worse Customer Service, until I
> saw this thread. I subscribed to their internet services on 27th Jan 2011,
> and paid upfront for all the equipment and monthly charges. The team came
> to install and realized that the base station nearest to me on Lower Kabete
> Road was full so they told me it was not possible to offer me internet
> services. Any chance of a refund? Several phone calls, a visit to their
> most unprofessional Customer Service office at Apic Centre and emails later
> still no refund. Is it even legal for ZUKU to hold on to my money for
> nearly 7 weeks for a service they did not even carry out?
>
> On their TV cable service, since last year they have been dropping channels
> like CNN, Travel & Living etc on a daily basis WITHOUT ANY REPLACEMENT.
> Complaints to them results in the same monotonous answer: we will be
> bringing you new channels? When? It has been months! I paid for a year's
> subscription upfront in September 2010 based on what then seemed like a good
> variety of channels. Now 6 months later, if I had the chance I would ask for
> my money back! Again is it legal for ZUKU to go back on what they promised
> to air and charge customers money based on lies?
>
> Suraj Shah
> Corporate Affairs Manager
> Intel Corporation
>
> -----Original Message-----
> From: kictanet-bounces+surajx.shah=intel.com at lists.kictanet.or.ke [mailto:
> kictanet-bounces+surajx.shah=intel.com at lists.kictanet.or.ke] On Behalf Of
> kictanet-request at lists.kictanet.or.ke
> Sent: Thursday, March 17, 2011 9:21 AM
> To: Shah, SurajX
> Subject: kictanet Digest, Vol 46, Issue 68
>
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> Today's Topics:
>
> 1. Re: An Open Letter to Zuku (Help me please!!!) (Edith Adera)
> 2. Re: Digital villages (robert yawe)
>
>
> ----------------------------------------------------------------------
>
> Message: 1
> Date: Wed, 16 Mar 2011 18:18:12 +0300
> From: Edith Adera <eadera at idrc.or.ke>
> To: "brian at pixie.co.ke" <brian at pixie.co.ke>
> Cc: "sabiya.bagha at ke.wananchi.com" <sabiya.bagha at ke.wananchi.com>,
> "ida.aginga at ke.wananchi.com" <ida.aginga at ke.wananchi.com>,
> "sharon.kisia at ke.wananchi.com" <sharon.kisia at ke.wananchi.com>,
> "support at ke.wananchi.com" <support at ke.wananchi.com>,
> "zukucanhelp at gmail.com" <zukucanhelp at gmail.com>,
> "felix.sechero at ke.wananchi.com" <felix.sechero at ke.wananchi.com>,
> KICTAnet ICT Policy Discussions <kictanet at lists.kictanet.or.ke>,
> "ruth.muturi at ke.wananchi.com" <ruth.muturi at ke.wananchi.com>,
> "poonam.pitrola at ke.wananchi.com" <poonam.pitrola at ke.wananchi.com>,
> "shelmith.njoki at ke.wananchi.com" <shelmith.njoki at ke.wananchi.com>,
> "supportbb at zuku.co.ke" <supportbb at zuku.co.ke>,
> "samson.bonyi at ke.wananchi.com" <samson.bonyi at ke.wananchi.com>,
> "jimmy.mbotela at ke.wananchi.com" <jimmy.mbotela at ke.wananchi.com>
> Subject: Re: [kictanet] An Open Letter to Zuku (Help me please!!!)
> Message-ID:
> <
> 46563326FAEDB04F92FED3DB099C98BB35EEBA682E at esaroms07.ESARO.IDRC.ORG>
> Content-Type: text/plain; charset="iso-8859-1"
>
> 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
> d?veloppement international
> Regional Office for Eastern and Southern Africa
> Tel: +254202713160 | Fax/T?l?c: +254202711063 | Skype: edithadera
> eadera at idrc.or.ke<mailto:eadera at idrc.or.ke> | www.idrc.ca<
> http://www.idrc.ca/> | www.crdi.ca<http://www.crdi.ca/>
> ________________________________
> From: kictanet-bounces+eadera=idrc.or.ke at lists.kictanet.or.ke[kictanet-bounces+eadera=
> idrc.or.ke at lists.kictanet.or.ke] On Behalf Of Brian Ngure [
> brian at pixie.co.ke]
> Sent: 15 March 2011 01:43
> To: Edith Adera
> 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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> ------------------------------
>
> Message: 2
> Date: Thu, 17 Mar 2011 05:53:56 +0000 (GMT)
> From: robert yawe <robertyawe at yahoo.co.uk>
> To: Kictanet Mail list <kictanet at lists.kictanet.or.ke>
> Cc: KICTAnet ICT Policy Discussions <kictanet at lists.kictanet.or.ke>
> Subject: Re: [kictanet] Digital villages
> Message-ID: <460234.75947.qm at web27807.mail.ukl.yahoo.com>
> Content-Type: text/plain; charset="iso-8859-1"
>
> Dr. Ndemo,
>
>
> Some of us on this list have experience in setting up and operating cyber
> cafes
> of which I am sure the Digital Villages are similar, any chance you could
> share
> with us some of the business proposals for our input.
>
> I would be more than willing to offer my experience to improve the business
> plan
> and execution and I am sure there are others here who would also be
> willing, CSR
> needs to go below the large corporates to all who can give back.
>
> This will be my contribution by going beyond rhetoric to offering solutions
> and
> adding actual value.
>
> We can treat them like MBA case study scenarios.
>
> Regards
> Robert Yawe
> KAY System Technologies Ltd
> Phoenix House, 6th Floor
> P O Box 55806 Nairobi, 00200
> Kenya
>
>
> Tel: +254722511225, +254202010696
>
>
>
>
> ________________________________
> From: "bitange at jambo.co.ke" <bitange at jambo.co.ke>
> To: robert yawe <robertyawe at yahoo.co.uk>
> Cc: KICTAnet ICT Policy Discussions <kictanet at lists.kictanet.or.ke>
> Sent: Tue, 15 March, 2011 19:19:41
> Subject: Re: [kictanet] Digital villages
>
> Robert
>
> I have been informed that the applicants for DV loan facilities have given
> fairly good business plans and many of them are experienced cyber owners
> including some who are already supporting operators in money transfer and
> other
> businesses.
>
> We have informed family bank to pay special attention to experienced
> applicants
> while still maintaining world bank requirement.
>
> Ndemo.
>
>
> Sent from my BlackBerry?
> ________________________________
>
> From: robert yawe <robertyawe at yahoo.co.uk>
> Date: Tue, 15 Mar 2011 16:05:23 +0000 (GMT)
> To: <bitange at jambo.co.ke>
> Cc: KICTAnet ICT Policy Discussions<kictanet at lists.kictanet.or.ke>
> Subject: Re: [kictanet] Digital villages
>
> Hi,
>
> It is unfortunate that this is too late but if the government was able to
> cancel
> the agreement with the WB for the Mombasa Road "over pass" project why
> can't we
> stop this one so as to make sure that the country gets the maximum return?
>
> Regards
> Robert Yawe
> KAY System Technologies Ltd
> Phoenix House, 6th Floor
> P O Box 55806 Nairobi, 00200
> Kenya
>
>
> Tel: +254722511225, +254202010696
>
>
>
>
> ________________________________
> From: "bitange at jambo.co.ke" <bitange at jambo.co.ke>
> To: robert yawe <robertyawe at yahoo.co.uk>
> Cc: KICTAnet ICT Policy Discussions <kictanet at lists.kictanet.or.ke>
> Sent: Mon, 14 March, 2011 20:36:18
> Subject: Re: [kictanet] Digital villages
>
> Robert,
> Your proposal makes a lot more sense but it comes too late after we
> developed
> the structure with the WB. We sell this variant idea to the operators and
> also
> attempt to vary phase 2 of WB.
>
> Ndemo.
>
>
> Sent from my BlackBerry?
> ________________________________
>
> From: robert yawe <robertyawe at yahoo.co.uk>
> Date: Thu, 10 Mar 2011 08:42:26 +0000 (GMT)
> To: <bitange at jambo.co.ke>
> Cc: KICTAnet ICT Policy Discussions<kictanet at lists.kictanet.or.ke>
> Subject: Re: [kictanet] Digital villages
>
> PS Ndemo,
>
> I just have one issue with how the whole DV and its aliases are being
> implemented and that is dealing with inexperienced people to set them up.
>
> My suggestion would be that to roll out faster and increase the likelihood
> of
> success we need to look at first empowering existing cyber and other
> business
> center operators as they already have the entrepreneurial spirit, are
> already
> meeting their basic needs and understand business.
>
> To bring in the youth we can implement an interesting approach that is
> being
> done in South Africa where those interested in getting funds to venture
> into a
> specific industry receive apprentice type training by being attached to an
> operating business. Part of the loan/grant is used to pay their salaries
> while
> they are attached (KEPSA & GOK have a similar project) the rest will then
> be
> given to them to actually start the business. Companies have realised that
> this
> is not creating competition but actually developing a franchise operator or
> a
> distributor.
>
> In the same way the existing cyber cafe operators after being empowered
> would
> then be required to take on the Youth who will receive practical experience
> before being let out to setup on their own.
>
> Regards
> Robert Yawe
> KAY System Technologies Ltd
> Phoenix House, 6th Floor
> P O Box 55806 Nairobi, 00200
> Kenya
>
>
> Tel: +254722511225, +254202010696
>
>
>
>
> ________________________________
> From: "bitange at jambo.co.ke" <bitange at jambo.co.ke>
> To: robertyawe at yahoo.co.uk
> Cc: KICTAnet ICT Policy Discussions <kictanet at lists.kictanet.or.ke>
> Sent: Tue, 8 March, 2011 8:20:31
> Subject: Re: [kictanet] Digital villages
>
> Cynicism and negativity will take us nowhere. Simply ask where these DVs
> are and you will be shown.
>
> Ndemo.
>
>
>
>
> > I am just wondering, is the digital villages, BPO and other grand
> > initiatives that have since stalled as a result of GOK is diverting
> funds
> > to
> > political initiatives instead? E.g. shuttle diplomacies!
> >
> >
> >
> > Best Regards,
> >
> >
> >
> > Edwin
> >
> > From: kictanet-bounces+eonchari=lynxbits.com at lists.kictanet.or.ke
> > [mailto:kictanet-bounces+eonchari=lynxbits.com at lists.kictanet.or.ke] On
> > Behalf Of warigia bowman
> > Sent: Monday, March 07, 2011 3:47 PM
> > To: Edwin
> > Cc: KICTAnet ICT Policy Discussions
> > Subject: Re: [kictanet] Digital villages
> >
> >
> >
> > Hi all,
> >
> > I did try to visit a digital visit in Sagana with little success. If the
> > PS
> > can kindly give me a clear list of digital villages, including location,
> a
> > contact person, and a cell phone, I would really like to visit as many as
> > possible and report back to you. If any Kenyan academic would like to
> > coauthor a paper on the same, I would enjoy that. Please contact me. .
> >
> > Sincerely, Warigia
> >
> > On Mon, Mar 7, 2011 at 12:30 PM, George Nyabuga <gnyabuga at uonbi.ac.ke>
> > wrote:
> >
> > In January 2007, the Nation published the story (below) indicating that
> > the government was in the process of setting up digital villages across
> > the country. What happened to these digital villages and plans? Dr
> Bitange
> > Ndemo, Paul Kokubo and others were reported to have been driving this
> > process. But as far as I know there are hardly any 'digital villages' in
> > the 210 constituencies. Empty promises?
> >
> > George
> >
> >
> > Story by JUSTUS ONDARI
> > Publication Date: 8/01/2007
> >
> > Several communication firms will jointly set up hubs in villages around
> > the country, in project meant to close the huge gap in Internet access
> > between rural and urban areas.
> > In the first phase of the programme, Telkom Kenya, Kenya Data Network and
> > Popote Wireless will each establish digital villages in 54 constituencies
> > under an initiative that aims to cover the remaining 156 constituencies
> by
> > December this year.
> > The Government will subsidise broadband access for the villages under a
> > Sh670 million World Bank loan, that seeks to stimulate demand for
> > broadband uptake over a three year period. Entrepreneurs will get credit
> > through the Youth Fund to buy the locally assembled computers going for
> an
> > average of Sh25,000 a piece. The initiative, known as Rural Digital
> > Village "Marshall Plan", also aims to rope in mobile service providers,
> > Safaricom and Celtel Kenya.
> > The two have already agreed, in principal, to take part in the first
> phase
> > of the programme, said Mr Peter Kimacia, one of the coordinators of the
> > initiative. Mr Kimacia is the chief executive of ICTvillage.com, an
> > industry-driven Web site and business lobby that aims to make Kenya the
> > information and communication technology (ICT) hub of Africa.
> > "At the end of Phase Two of the initiative in December 2008, each of the
> > telecommunications service providers will have at least a digital village
> > in all the 210 constituencies in the country," he said.
> > He was speaking at the Nairobi Serena Hotel during the launch of the
> > initiative.
> > Launching the concept, Information and Communications permanent
> secretary,
> > Bitange Ndemo said each of the constituencies will have a digital
> centre,
> > two digital schools, and four digital kiosks within the next 100 days
> > under what he called a "Rapid Results Response".
> > A digital centre will have between 10 and 20 computers, while a digital
> > school will have five to 10 computers, and a digital kiosk one to five
> > computers.
> > Also present at the launch were Information and Communication Assistant
> > minister David Were and permanent secretaries David Nalo (Trade and
> > Industry), and Kinuthia Murugu (Youth Affairs).
> > The programme will be overseen by the newly appointed Kenya Information
> > and Communication Technology Board chaired by Ms Catherine Ngahu, and
> > managing director, Paul Kokubo of 3Mice Interactive Media Limited.
> > The villages will offer services like data collection, cyber cafes,
> > training and merchandising. Other services are business outsourcing,
> > franchising and bureau services.
> >
> >
> >
> > --
> > Dr George Nyabuga
> > Associate Director
> > School of Journalism & Mass Communication
> > University of Nairobi
> > Education Building
> > Harry Thuku Road
> > PO Box 30197 - 00100
> > Nairobi, Kenya
> > Tel: +254(0)20 318262 Fax: +254(0)20 2229168
> > Mobile: +254 (0)72151 6573
> > Email: gnyabuga at uonbi.ac.ke, gnyabuga at yahoo.co.uk
> > www.uonbi.ac.ke
> >
> >
> >
> > -----------------------------------------
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> >
> > The University of Nairobi is committed to providing quality services to
> > all
> > its clients. The University will monitor and review its quality
> > performance
> > from time to time through an effective implementation of the Quality
> > Management System based on ISO 9001:2008 standard.
> >
> > University of Nairobi Website: http://www.uonbi.ac.ke/
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> >
> >
> >_______________________________________________
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--
Andrea Bohnstedt <http://ke.linkedin.com/in/andreabohnstedt>
Publisher
+254 720 960 322
www.ratio-magazine.com
Find/post East Africa careers<http://www.ratio-magazine.com/careers/index.php>
Find/post conferences, workshops, trainings, other business
events<http://www.ratio-magazine.com/businessevents/index.php>
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