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

Thu Mar 17 18:50:04 EAT 2011

I have a poll on my blog for Internet Service Providers... Why don't you
vote for the one you think is best? Currently, Swift Global are in the lead:
*
http://kipsang.wordpress.com/2010/01/12/kenyan-internet-service-providers-poll/
*<http://kipsang.wordpress.com/2010/01/12/kenyan-internet-service-providers-poll/>

On 17 March 2011 18:39, Esther Muchiri <emuchiri at andestbites.com> wrote:

>  Edwin – I couldn’t agree with you more. I am crossing my fingers that a
> skype video call with a client next week does not fail me. I have had
> terrible connections in the past. Or am I alone on this?
>
>
>
>
>
> *From:* kictanet-bounces+emuchiri=andestbites.com at lists.kictanet.or.ke[mailto:
> kictanet-bounces+emuchiri=andestbites.com at lists.kictanet.or.ke] *On Behalf
> Of *Edwin Onchari
> *Sent:* Thursday, March 17, 2011 6:17 PM
> *To:* emuchiri at andestbites.com
> *Cc:* KICTAnet ICT Policy Discussions
>
> *Subject:* Re: [kictanet] [KICTAnet] An Open Letter to Zuku (Help me
> please!!!)
>
>
>
> Good evening all,
>
>
>
> Let me also add my voice in this. I not only have had a frustrating
> experience with Zuku, but with 2 other ISPs as well. All the BPO players
> will all testify at one point or another  going into lengthy conference
> calls with clients because of poor service from ISPs. I have lost a couple
> of lucrative contracts in the past because of this, and the most frustrating
> thing is they do not care. I am glad to see that CCK is willing to take this
> up.
>
>
>
> 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
> *Muchiri, Patricia
> *Sent:* Thursday, March 17, 2011 5:35 PM
> *To:* Edwin
> *Cc:* supportbb at zuku.co.ke; sharon.kisia at ke.wananchi.com;
> ida.aginga at ke.wananchi.com; Ooro, Juma; support at ke.wananchi.com;
> zukucanhelp at gmail.com; felix.sechero at ke.wananchi.com; Kirui, Liston;
> poonam.pitrola at ke.wananchi.com; ruth.muturi at ke.wananchi.com;
> sabiya.bagha at ke.wananchi.com; shelmith.njoki at ke.wananchi.com; KICTAnet ICT
> Policy Discussions; samson.bonyi at ke.wananchi.com;
> jimmy.mbotela at ke.wananchi.com
> *Subject:* Re: [kictanet] [KICTAnet] An Open Letter to Zuku (Help me
> please!!!)
>
>
>
> Good evening Edith ,
>
> As earlier promised below is some information to an enquiry you had raised
> earlier. I hope indeed that this information will be useful .Please let me
> know if any further information is required.
>
>
>
> *Issues raised:*
>
> * *
>
> *Does CCK have a consumer affairs department. *
>
> * *
>
> The Commission has a fully fledged Consumer affairs department that handles
> amongst other responsibilities, consumer complaints. We can be reached on
> chukua at hatua or complaints @cck.go.ke or on tel no. 020-445 555, 0714 444
> 555, 0737 445 555 or fax no. 4242394.
>
>
>
> *Can the Commission’s consumer complaint procedures be published?*
>
>
>
> The Commission does indeed have a complaints handling procedure which is in
> the form of the Kenya Information and Communications (Dispute Resolution)
> Regulations, 2010. The said regulations have clear steps on how the
> Commission is expected to handle every complaint/dispute between a consumer
> and a service provider.
>
>
>
> The Kenya Information and Communications (Consumer Protection) Regulations,
> 2010, on the other hand outlines the rights and obligations consumers have
> as well as the obligations service providers have with regard to the
> services provided. Section 7 of these regulations also stipulate what
> service providers need to observe when dealing with the complaints raised by
> their customers as well as when customers may refer their complaints to the
> Commission or a third party (arbitrator –where such an arrangement exists).
> This procedure is as shown below.
>
>
>
> 7. Complaint handling procedures for licensees.
>
>
>
> (1) A licensee shall provide easily understood information about its
> complaint handling processes in various media and formats, including as
> specifically directed by the Commission from time to time.
>
>
>
> (2) A customer who wishes to lodge a complaint shall reduce the complaint
> in writing and lodge it within six months from the date of the incident that
> the complaint arises from.
>
>
>
> (3) A licensee shall acknowledge the receipt of a complaint filed with it.
>
>
>
> (4) A licensee shall where possible, advise a customer at the time of
> making the complaint on the expected action, timing for investigation and
> resolution of the complaint and in the event that the service provider
> regards the complaint as frivolous or vexatious, the consumer shall be
> informed accordingly.
>
>
>
> (5) A licensee shall resolve all complaints made by its customers within a
> reasonable time.
>
>
>
> (6) A licensee shall put in place a process to provide customer with
> sufficient information and the means to inquire on the progress of
> complaints and the processes may include complaint reference numbers or
> other identifiers in order to facilitate timely and accurate responses to
> subsequent inquiries by customers.
>
>
>
> (7) A licensee shall inform the customer of the outcome of the
> investigation of their complaint, and any decision of the licensee.
>
>
>
> (8) Where a customer is not satisfied with a decision made on a complaint,
> the licensee shall give the customer the option of pursuing an identified
> escalation process, where the decision may be examined by a suitably
> qualified person in the licensee’s organisation.
>
>
>
> (9) Where the consumer has already gone through the licensee’s escalation
> process and the complaint has not been resolved to the consumer’s
> satisfaction, the customer may refer the complaint to the Commission.
>
>
>
> (10) The complaint handling processes shall be provided free of charge.
>
>
>
> (11) Notwithstanding paragraph (10), where the investigation of the
> complaint requires the retrieval of records more than twelve months old or
> the retrieval results in any incremental expense or significant
> inconvenience to the licensee, a licensee may impose a reasonable charge for
> the complaint handling processes.
>
>
>
> (12) Any such charges shall be identified by the licensee, be agreed to by
> the customer and referred to the Commission before being imposed.
>
>
>
> (13) A licensee shall file, with the Commission, such information and
> statistics on all complaints reported, including those resolved and those
> outstanding, on a quarterly basis in the manner prescribed by the Commission
> from time to time.
>
>
>
> It will thus be noted that subsections (7) and (8) defines the exit
> conditions for consumers, upon which the Dispute Resolution regulations then
> kick in once the consumer has referred the matter to the Commission.
>
>
>
> The set of regulations detailing these procedures are available on CCK
> website for reference and are also contained in the downloadable Kenya
> Information and Communications Act, 1998 document from the same website.
>
>
>
> With regard to publication of the complaints (dispute) resolution
> procedures, the Commission has been sharing this information with consumers
> through its outreach programs. Our contact information is also widely
> publicized.
>
>
>
> Please also note that data and statistics on complaints is available in the
> Commission’s annual report .Under the earlier regulations (The Kenya
> Communications Regulations, 2001) there was no provision for procedures on
> complaint handling.
>
>
>
> The Commission is in the process of embarking on the rollout of another
> phase of its Consumer education outreach program that will use various media
> platforms that will endeavour to share this information to the extent
> possible as well as continue exploiting various other channels to distribute
> brochures/flyers on the complaint handling procedures.
>
>
>
> *Can QoS performance of all companies be made public?*
>
>
>
> The Commission has recently begun the publication of quality of service
> performance information in accordance with The Kenya Information And
> Communications (Licensing And Quality Of Service) Regulations, 2010. It is
> important to note that this report was for mobile services only. The most
> recent report can be accessed from the link:
> http://www.cck.go.ke/consumers/other_info/quality_of_service.html.
>
>
>
>
> This is currently limited to being published once a year.
>
>
>
>
>
> 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
>
> Website:http://www.cck.go.ke
>
>
>
>
>
> Disclaimer:
>
> This email and any files transmitted with it are confidential and intended
> solely for the use by the individual(s) or entity to whom it is addressed
> to. If you are not the intended recipient you are notified that disclosing,
> copying, distributing or taking any action in reliance on the contents of
> this information is strictly prohibited. Additionally, if you have received
> this email in error please notify the sender immediately by a reply e-mail.
>
>
>
> *From:* Edith Adera [mailto:eadera at idrc.or.ke]
> *Sent:* Thursday, March 17, 2011 2:23 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!!!)
>
>
>
> Hi Patricia,
>
>
>
> My point is that it's best that complaint procedures are made publicly
> available to all Kenyans and sample cases of actions taken to build
> confidence (with enough advertising for everyone to know) - not every Kenyan
> has the priviledge of complaining on KICTANET and have action taken.
>
>
>
> In addition, we should have QoS performance of all companies published for
> consumers to make their choice.
>
>
>
> CCK needs to be more aggressive in adopting and implementing some of these
> best practices to protect consumers.
>
>
>
> 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
>
> *Error! Filename not specified.*
>   ------------------------------
>
> *From:* Muchiri, Patricia [Muchiri at cck.go.ke]
> *Sent:* 17 March 2011 13:30
> *To:* Edith Adera
> *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!!!)
>
> 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
>
> Website:http://www.cck.go.ke
>
>
>
>
>
> Disclaimer:
>
> This email and any files transmitted with it are confidential and intended
> solely for the use by the individual(s) or entity to whom it is addressed
> to. If you are not the intended recipient you are notified that disclosing,
> copying, distributing or taking any action in reliance on the contents of
> this information is strictly prohibited. Additionally, if you have received
> this email in error please notify the sender immediately by a reply e-mail.
>
>
>
> *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 | 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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>
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