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

Thu Mar 17 15:40:10 EAT 2011

Clearly there is a major problem and since Njeri promised some action,
let's give them time to put their house in order, I guess what Zuku
needs is a good ERP to coordinate its divisions, being an affected
client I noticed poor communication as one of the challenges.

On 3/17/11, Muchiri, Patricia <Muchiri at cck.go.ke> wrote:
> Good afternoon Edith ,
>
> My  sincere apologies if there have been any specific consumer complaints
> that have not been addressed having been raised in the KICTAnet mailing
> list. More specifically  I will coming back to you with a comprehensive
> response on your enquiry by close of business today.
>
>
>
> Apology for a late response.
>
>
>
> 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
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>
>
> 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 Edith Adera
> Sent: Wednesday, March 16, 2011 6:18 PM
> To: Muchiri, Patricia
> Cc: sabiya.bagha at ke.wananchi.com; ida.aginga at ke.wananchi.com;
> sharon.kisia at ke.wananchi.com; support at ke.wananchi.com;
> zukucanhelp at gmail.com; felix.sechero at ke.wananchi.com; KICTAnet ICT Policy
> Discussions; ruth.muturi at ke.wananchi.com; poonam.pitrola 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
> Subject: Re: [kictanet] An Open Letter to Zuku (Help me please!!!)
>
>
>
> 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 <http://www.idrc.ca/>  | www.crdi.ca
> <http://www.crdi.ca/>
>
> Error! Filename not specified.
>
> ________________________________
>
> 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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