<table cellspacing="0" cellpadding="0" border="0" ><tr><td valign="top" style="font: inherit;">MM,<br>The issue you raise are clearly very fundamental and need need careful attention. As a parallel example: If I call you in whichever network in whatever country and I do not reach you, then I do not expect to be charged. It matters little that I used systems of different providers!<br><br>--- On <b>Thu, 31/12/09, muriuki mureithi <i><mureithi@summitstrategies.co.ke></i></b> wrote:<br><blockquote style="border-left: 2px solid rgb(16, 16, 255); margin-left: 5px; padding-left: 5px;"><br>From: muriuki mureithi <mureithi@summitstrategies.co.ke><br>Subject: [kictanet] customer service commitments from service providers<br>To: ngethe.kariuki2007@yahoo.co.uk<br>Cc: "KICTAnet ICT Policy Discussions" <kictanet@lists.kictanet.or.ke><br>Date: Thursday, 31 December, 2009, 10:08<br><br><div id="yiv233621265">
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<p class="MsoNormal"><span style="font-size: 9pt; font-family: "Century Gothic","sans-serif";">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></p>
<p class="MsoNormal"><span style="font-size: 9pt; font-family: "Century Gothic","sans-serif";"> </span></p>
<p class="MsoListParagraph" style=""><span style="font-size: 9pt; font-family: "Century Gothic","sans-serif";"><span style="">-<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal; -x-system-font: none;">
</span></span></span><span style="font-size: 9pt; font-family: "Century Gothic","sans-serif";">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></p>
<p class="MsoListParagraph" style=""><span style="font-size: 9pt; font-family: "Century Gothic","sans-serif";"><span style="">-<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal; -x-system-font: none;">
</span></span></span><span style="font-size: 9pt; font-family: "Century Gothic","sans-serif";">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></p>
<p class="MsoListParagraph" style=""><span style="font-size: 9pt; font-family: "Century Gothic","sans-serif";"><span style="">-<span style="font-family: "Times New Roman"; font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal; -x-system-font: none;">
</span></span></span><span style="font-size: 9pt; font-family: "Century Gothic","sans-serif";">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></p>
<p class="MsoNormal"><span style="font-size: 9pt; font-family: "Century Gothic","sans-serif";">Cheers
</span></p>
<p class="MsoNormal">Muriuki Mureithi</p>
<p class="MsoNormal"> </p>
<p class="MsoNormal"> </p>
<p class="MsoNormal"> </p>
<p class="MsoNormal"> </p>
</div>
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