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

[Edwin Onchari]

I am ready to offer Customer Service advise to the ISPs pro bono. Interested
ISPs; get in touch!

 

Best Regards,

 

Edwin M Onchari

0720755951

eonchari at lynxbits.com 

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 Andrea Bohnstedt
Sent: Thursday, March 17, 2011 2:57 PM
To: Edwin
Cc: supportbb at zuku.co.ke; KICTAnet ICT Policy Discussions
Subject: Re: [kictanet] An Open Letter to Zuku (Help me please!!!)

 

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 |  <http://www.idrc.ca/> www.idrc.ca |
<http://www.crdi.ca/> www.crdi.ca

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  _____  

 


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