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

[S.Murigi Muraya]

Like Muchiri, my own experience with the Zuku network is generally positive.

@Suraj: You should have a very good network signal. One network technician @
Zuku may know which base station works best for a particular location while
the other does not know which base station to avoid at that same location.
Am sure they are working on improving information sharing within. Am made to
understand they are looking at using KDN FTTH in areas like Runda, Gigiri
etc.. Any update on this?

Their Customer service team is understaffed. Believe to offer affordable
internet, they prioritized (Network) Engineering over Customer Service. Some
of their sales reps are excellent -- but overworked...overwhelmed with
clients and will almost NEVER at ANYTIME answer phone calls. So one may have
to have to contend with face to face meetings



On Thu, Mar 17, 2011 at 3:37 PM, Muchiri Nyaggah <muchiri at semacraft.com>wrote:

> I am on of those people who's happy with Zuku's service. The internet part
> of it. The customer care side on the other hand drives my blood pressure up
> a notch. The fact that we haven't heard from them on the list is an
> indicator of a culture problem in the organisation. Providing an exceptional
> customer experience doesn't seem to rank very high on their priority list.
> Their IVR system is another good indicator. The last three or four referrals
> I sent their way went to their competitors because they couldn't get through
> to sales. My last few attempts to contact support or billing have been
> pointless. From what I have read on this thread so far it's clear the
> biggest problem at Zuku is on the 'people' side.
>
>
> Kind regards,
>
>
>
> *Muchiri* Nyaggah
>
> Director
>
> @muchiri
>
> +254 722 506400
>
> Semacraft.com
>
>
>
>
>
>
>
>
>
>
>
>
>
> On Thu, Mar 17, 2011 at 2:57 PM, Andrea Bohnstedt <
> andrea.bohnstedt at ratio-magazine.com> wrote:
>
>> What I actually find astonishing is that there hasn't been a response from
>> someone at Zuku on this list yet.
>>
>> On 17 March 2011 08:59, Francis Hook <francis.hook at gmail.com> wrote:
>>
>>> 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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>>>
>>
>>
>> --
>> Andrea Bohnstedt <http://ke.linkedin.com/in/andreabohnstedt>
>> Publisher
>> +254 720 960 322
>>
>> www.ratio-magazine.com
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