<table cellspacing="0" cellpadding="0" border="0" ><tr><td valign="top" style="font: inherit;"><DIV>Muriuki, we surely deserve a refund. During those anxious moments, I sent five of them, costing me a whole 100 bob. But I only managed to get one response late in the night, by which time I had already spent more money contacting the school authorities. Someone out there ripped us off and should be made to pay back.</DIV>
<DIV> </DIV>
<DIV>Happy new year.</DIV>
<DIV>Best,</DIV>
<DIV>Zachary.</DIV>
<DIV> </DIV>
<DIV><BR><BR> </DIV>
<DIV>
<DIV>--- <FONT color=#00407f><FONT face="comic sans ms"><FONT size=4>Be the change you want to see in the world.<BR><SPAN style="COLOR: rgb(0,0,127); FONT-WEIGHT: bold"></SPAN></FONT></FONT></FONT><BR></DIV></DIV><BR><BR>--- On <B>Thu, 31/12/09, muriuki mureithi <I><mureithi@summitstrategies.co.ke></I></B> wrote:<BR>
<BLOCKQUOTE style="BORDER-LEFT: rgb(16,16,255) 2px solid; PADDING-LEFT: 5px; MARGIN-LEFT: 5px"><BR>From: muriuki mureithi <mureithi@summitstrategies.co.ke><BR>Subject: [kictanet] customer service commitments from service providers<BR>To: zzachmbir@yahoo.com<BR>Cc: "KICTAnet ICT Policy Discussions" <kictanet@lists.kictanet.or.ke><BR>Date: Thursday, 31 December, 2009, 19:08<BR><BR>
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<P class=MsoNormal><SPAN style="FONT-FAMILY: 'Century Gothic', 'sans-serif'; FONT-SIZE: 9pt">After the announcement of KCPE results on 29<SUP>th</SUP> , I and I believe many other Kenyans sent sms’s through 2228 to get the results without success . for each sums I sent I discharged my obligation and was charged ksh20 to get service. After 5hrs I got responses from 2 sms’s but for all the other sms, I never got a response and I have not been refunded the money deducted . Some customer service issues arise;</SPAN></DIV>
<P class=MsoNormal><SPAN style="FONT-FAMILY: 'Century Gothic', 'sans-serif'; FONT-SIZE: 9pt"> </SPAN></DIV>
<P class=MsoListParagraph><SPAN style="FONT-FAMILY: 'Century Gothic', 'sans-serif'; FONT-SIZE: 9pt"><SPAN>-<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></SPAN></SPAN><SPAN style="FONT-FAMILY: 'Century Gothic', 'sans-serif'; FONT-SIZE: 9pt">1) when is a service deemed to have been rendered by a service provider? Can a service provider delay a response for 5 hrs and claim to have provided a service?</SPAN></DIV>
<P class=MsoListParagraph><SPAN style="FONT-FAMILY: 'Century Gothic', 'sans-serif'; FONT-SIZE: 9pt"><SPAN>-<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></SPAN></SPAN><SPAN style="FONT-FAMILY: 'Century Gothic', 'sans-serif'; FONT-SIZE: 9pt">2)my contract for cellular service is to Safaricom who charged me for all the sms I sent, when I called the customer service I was told the failure belonged to a service provider contracted by KNEC and could I call them. I declined to call them because I have no contractual relations with them. What is the obligation of the cellular operator when they charge on behalf of a third party who does not provide the service? </SPAN></DIV>
<P class=MsoListParagraph><SPAN style="FONT-FAMILY: 'Century Gothic', 'sans-serif'; FONT-SIZE: 9pt"><SPAN>-<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></SPAN></SPAN><SPAN style="FONT-FAMILY: 'Century Gothic', 'sans-serif'; FONT-SIZE: 9pt">3) Examination results by there scale provide the best platform to show that the ICT system have come of age. KCPE was a great platform, KCSE is just round the corner , what went wrong and what strategies are being put in place to avoid such terrible failures in future? </SPAN></DIV>
<P class=MsoNormal><SPAN style="FONT-FAMILY: 'Century Gothic', 'sans-serif'; FONT-SIZE: 9pt">Cheers </SPAN></DIV>
<P class=MsoNormal>Muriuki Mureithi</DIV>
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<P class=MsoNormal> </DIV></DIV></DIV><BR>-----Inline Attachment Follows-----<BR><BR>
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