[kictanet] ZUKU SERVICE INTERRUPTIONS

Wed May 20 09:49:00 EAT 2015

And I know there is a serious attempt at Kenya Power to improve service,
including an audit of not just services but a whole lot of other things by
PWC.

On Wed, May 20, 2015 at 9:47 AM, Peter Wakaba <peterwakaba at gmail.com> wrote:

> 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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>> 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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