[kictanet] Quality of Tech Support with Kenyan Telcos

[S.M. Muraya]

This does not answer your question, but, I noticed a D-Link DIR 412 being
used at an Orange Kenya shop.

www.dlink.com/dir-412
On Oct 17, 2011 1:45 PM, "Odhiambo Washington" <odhiambo at gmail.com> wrote:

> Both AT command sets return ERROR for the ZTE MF192.
>
> Thanks.
>
> On Mon, Oct 17, 2011 at 13:25, Nicholas J Dear <
> ndear at sundayafternoon.me.uk> wrote:
>
>> Have you tried AT+ZCDRUN=8 to disable, AT+ZCDRUN=9 to re-enable?****
>>
>> ** **
>>
>> That works on other ZTE modems.****
>>
>> ** **
>>
>> N.****
>>
>> ** **
>>
>> *From:* kictanet-bounces+ndear=sundayafternoon.me.uk at lists.kictanet.or.ke[mailto:
>> kictanet-bounces+ndear=sundayafternoon.me.uk at lists.kictanet.or.ke] *On
>> Behalf Of *Odhiambo Washington
>> *Sent:* 17 October 2011 13:06
>> *To:* Nicholas J Dear
>> *Cc:* Kictanet
>> *Subject:* [kictanet] Quality of Tech Support with Kenyan Telcos****
>>
>> ** **
>>
>> Apologies in advance for cross-posting.
>>
>> I'm somehow very appalled at the level of technical support we get from
>> our Telcos. What surprises me is the fact they they have some of the best
>> brains in the market, yet they simply cannot get these brains to address the
>> consumer problems. A simple problem can take you ages to get solved --
>> unless you go behind the scenes and contact these techies at a personal
>> level.
>> I've come to the point of thinking that either there is too much
>> bureaucracy introduced between the people we talk to (the CSEs) and the
>> engineers who work in the background or the escalation process simply isn't
>> streamlined. The process of getting a solution from the engineers can take
>> ages (to me, a week is ages!). Then again, the Customer-facing teams simply
>> seem to be robots who don't want to try and reason out. Is thinking out of
>> the box not acceptable for CSEs working in these Telcos??
>>
>> Take one such problem that I'm facing currently with one these Telcos -
>> ORANGE: I bought their much touted 21Mbps modem. The issue at hand is that I
>> need to share the Internet connectivity with other residents of my house via
>> a WiFi router. My router, a D-Link DIR-825, has a USB port that supports a
>> 3G modem. There is one obstacle that I must overcome with the ZTE modem for
>> me to be able to use it with my D-Link router -- I must find a way to
>> disable the virtual CDROM and card reader from the USB stick/modem. The
>> problem is no technician at ORANGE knows how to do this. Probably there is a
>> technician (I have a feeling Orange must have gotten ZTE to train some
>> technicians, or in the daftest form, ZTE must have seconded some techies to
>> Orange!) but it's not possible to reach him/her/them!
>>
>> My router already works with the Safaricom's Huawei E1820, because I was
>> able to go-ogle and find the AT Command to use to disable the virtual CDROM
>> (AT^U2DIAG=0 does the disabling; AT^U2DIAG=1 re-enables it if I need to),
>> which then enabled my router to recognize the USB modem. Fortunately, after
>> installing the drivers on a computer, I really do not require the virtual
>> CDROM interface anymore.
>> I have not been able to find an equivalent command for ZTE-MF192 USB stick
>> and has called Orange Customer Support (Data+Internet) so many times and
>> they simply don't have a clue as to what I am asking for. I'd have thought
>> they are trained to know that some clients are more demanding than others
>> and as such they are allowed to go the extra mile and reason outside the box
>> to help such customers.
>>
>> I am not sure  if I am expecting too much, but because I paid money to get
>> this modem, I'd expect Orange to help me in any way that I'd like to use the
>> modem. They still make their money by allowing me to use it.
>> What I don't seem to be able to wrap my head around is why there is no
>> technician at Orange (whether native or Chinese) who can help me with this
>> problem? Aren't we supposed to expect a better quality support from these
>> Telcos than we are getting now??
>>
>> I started by generalizing on "Telcos". I have only detailed my problem
>> with Orange, but such problems are not exclusive to Orange. I remember
>> Robert Yawe has detailed his own tribulations with other Telcos on this very
>> forum.
>>
>>
>> --
>> Best regards,
>> Odhiambo WASHINGTON,
>> Nairobi,KE
>> +254733744121/+254722743223
>> _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
>> I can't hear you -- I'm using the scrambler.
>> Please consider the environment before printing this email. ****
>> ------------------------------
>>
>> No virus found in this message.
>> Checked by AVG - www.avg.com
>> Version: 2012.0.1831 / Virus Database: 2090/4556 - Release Date: 10/16/11
>> ****
>>
>
>
>
> --
> Best regards,
> Odhiambo WASHINGTON,
> Nairobi,KE
> +254733744121/+254722743223
> _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
> I can't hear you -- I'm using the scrambler.
> Please consider the environment before printing this email.
>
>
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