[kictanet] ZUKU SERVICE INTERRUPTIONS

Wed May 20 09:47:30 EAT 2015

I think this also bears testament to capacity for customer service. Usual
channels, mass market are bureaucratic and take time.  when you are able to
reach someone who can cut through the bureaucracy then things move...

I moved houses in December and had to fill out a moving form. We did the
back and forth dance with zuku technicians until I got tired and wrote a
long Email. Annoyingly, I had three crews at my house in under 15 minutes.

But I did get sorted.

On Wed, May 20, 2015 at 9:17 AM, GG via kictanet <
kictanet at lists.kictanet.or.ke> wrote:

>  Blame it on auto correct. The last sentence should be ...just giving
> credit where due.
>
> --- Original Message ---
>
> From: "GG" <ggithaiga at hotmail.com>
> Sent: 20 May 2015 09:14
> To: "KICTAnet ICT Policy Discussions" <kictanet at lists.kictanet.or.ke>
>
> Cc: "Odhiambo Washington" <odhiambo at gmail.com>
> Subject: Re: [kictanet] ZUKU SERVICE INTERRUPTIONS
>
>  @Wash, I agree with you and Wakaba. And Zuku does keep the communication
> coming so that as the customer, you are almost always informed of
> challenges they are experiencing and of course asking you 'to bear with
> them'. And this bit about keeping customers informed is very important.
> Kplc customer service/communications team should do a benchmark tour at
> Zuku!
>
> PS. I have no shares at Zuku but just HIV ng credit where it is due.
>
> --- Original Message ---
>
> From: "Odhiambo Washington via kictanet" <kictanet at lists.kictanet.or.ke>
> Sent: 20 May 2015 08:40
> To: ggithaiga at hotmail.com
> Cc: "Odhiambo Washington" <odhiambo at gmail.com>
> Subject: Re: [kictanet] ZUKU SERVICE INTERRUPTIONS
>
>  There is no way the Big Box will ever complete with Zuku or Faiba unless
> Queen Bee gives unlimited monthly bundles at a price closer to that of
> Zuku/JTL
>
>  PS: Ali, have you been sorted out?
>
>
> On 20 May 2015 at 08:16, Peter Wakaba via kictanet <
> kictanet at lists.kictanet.or.ke> wrote:
>
>   I may not work for them,but I rate their triple play service the best
> internet and TV the best by far.
>
>  their service is affected a lot by electricity supply. If you live in one
> of the areas recently affected by the flooding outage then you may have
> been heavily affected.
>
>  They suffer cable cuts a lot due to all the roadworks and other
> infrastructure that is going on.
>
>  This is now an opportunity to get an unbiased report on the performance
> of this 'big box'
>
>  On Tue, May 19, 2015 at 6:36 AM, Ali Hussein via kictanet <
> kictanet at lists.kictanet.or.ke> wrote:
>
>   Hi all
>
>  Can anyone at Zuku who is on this list please let us know what is going
> on?
>
>  I have had literally zero connectivity from them now for almost two
> weeks at home. Complaints through their customer service line, Twitter etc
> have not helped. All I get is a mechanical customer service rep telling me
> 'Service will be restored in due course and we are sorry for the service
> interruption!'
>
>  Needless to say I have already 'vukad' to Safaricom's 'TheBigBox',
> however I still have a full month of service from Zuku.  In the interest of
> trying to 'help' them I thought I'd pen this here because this kind of
> service is just unacceptable in this day and age.
>
>  I hope someone is listening at Zuku.
>
>     *Ali Hussein*
>
> *Hussein & Associates*
>
>
>
> Tel: +254 770 906375/ 713 601113
>
> Twitter: @AliHKassim
>
> Skype: abu-jomo
>
> LinkedIn: http://ke.linkedin.com/in/alihkassim
> <http://ke.linkedin.com/in/alihkassim>
>
> Blog: www.alyhussein.com
>
>
> Any information of a personal nature expressed in this email are purely
> mine and do not necessarily reflect the official positions of the
> organizations that I work with.
>
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>
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> The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform
> for people and institutions interested and involved in ICT policy and
> regulation. The network aims to act as a catalyst for reform in the ICT
> sector in support of the national aim of ICT enabled growth and development.
>
> KICTANetiquette : Adhere to the same standards of acceptable behaviors
> online that you follow in real life: respect people's times and bandwidth,
> share knowledge, don't flame or abuse or personalize, respect privacy, do
> not spam, do not market your wares or qualifications.
>
>
>
>
>  --
> Best regards,
> Odhiambo WASHINGTON,
> Nairobi,KE
> +254733744121/+254722743223
> "I can't hear you -- I'm using the scrambler."
>
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>
> The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform
> for people and institutions interested and involved in ICT policy and
> regulation. The network aims to act as a catalyst for reform in the ICT
> sector in support of the national aim of ICT enabled growth and development.
>
> KICTANetiquette : Adhere to the same standards of acceptable behaviors
> online that you follow in real life: respect people's times and bandwidth,
> share knowledge, don't flame or abuse or personalize, respect privacy, do
> not spam, do not market your wares or qualifications.
>
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