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<p class=MsoNormal><span style='font-size:9.0pt;font-family:"Century Gothic","sans-serif";
color:#1F497D'>It is more than refund - it is IMPUNITY – the same principles
and the dose we are asking Ocampo to give to the politicians. <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:9.0pt;font-family:"Century Gothic","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:9.0pt;font-family:"Century Gothic","sans-serif";
color:#1F497D'>It is an opportunity for the sector to prove that it does not
operate matatu style where anything goes. Parents and friends of KCPE
students lost millions. KCSE is just round the corner and I
wonder how the same stakeholders can convince Kenyans that they will be
better prepared. CCK has the regulatory instruments and the mandate to
instil discipline in the sector and eliminate conmanship , the operators
have an obligation to clarify and refund, and of course the relevant
service provider. It is also a great opportunity for the ICT consumer
organisation to show a hand <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:9.0pt;font-family:"Century Gothic","sans-serif";
color:#1F497D'>Cheers <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:9.0pt;font-family:"Century Gothic","sans-serif";
color:#1F497D'>MM<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:9.0pt;font-family:"Century Gothic","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:9.0pt;font-family:"Century Gothic","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:9.0pt;font-family:"Century Gothic","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
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<p class=MsoNormal><b><span lang=EN-US style='font-size:10.0pt;font-family:
"Tahoma","sans-serif"'>From:</span></b><span lang=EN-US style='font-size:10.0pt;
font-family:"Tahoma","sans-serif"'> Zachary Ochieng
[mailto:zzachmbir@yahoo.com] <br>
<b>Sent:</b> 31 December 2009 17:39<br>
<b>To:</b> mureithi@summitstrategies.co.ke<br>
<b>Cc:</b> KICTAnet ICT Policy Discussions<br>
<b>Subject:</b> Re: [kictanet] customer service commitments from service
providers<o:p></o:p></span></p>
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<p class=MsoNormal>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.<o:p></o:p></p>
</div>
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<p class=MsoNormal> <o:p></o:p></p>
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<p class=MsoNormal>Happy new year.<o:p></o:p></p>
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<p class=MsoNormal>Best,<o:p></o:p></p>
</div>
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<p class=MsoNormal>Zachary.<o:p></o:p></p>
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<p class=MsoNormal> <o:p></o:p></p>
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<p class=MsoNormal><br>
<br>
<o:p></o:p></p>
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<p class=MsoNormal style='margin-bottom:12.0pt'>--- <span style='font-size:
13.5pt;font-family:"Comic Sans MS";color:#00407F'>Be the change you want to
see in the world.</span><o:p></o:p></p>
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<p class=MsoNormal><br>
<br>
--- On <b>Thu, 31/12/09, muriuki mureithi <i><mureithi@summitstrategies.co.ke></i></b>
wrote:<o:p></o:p></p>
<p class=MsoNormal style='margin-bottom:12.0pt'><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<o:p></o:p></p>
<div id=yiv1074491828>
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<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span
style='font-size:9.0pt;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><o:p></o:p></p>
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<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span
style='font-size:9.0pt;font-family:"Century Gothic","sans-serif"'> </span><o:p></o:p></p>
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<p class=MsoListParagraph><span style='font-size:9.0pt;font-family:"Century Gothic","sans-serif"'>-</span><span
style='font-size:7.0pt'>
</span><span style='font-size:9.0pt;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><o:p></o:p></p>
<p class=MsoListParagraph><span style='font-size:9.0pt;font-family:"Century Gothic","sans-serif"'>-</span><span
style='font-size:7.0pt'>
</span><span style='font-size:9.0pt;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><o:p></o:p></p>
<p class=MsoListParagraph><span style='font-size:9.0pt;font-family:"Century Gothic","sans-serif"'>-</span><span
style='font-size:7.0pt'>
</span><span style='font-size:9.0pt;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><o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span
style='font-size:9.0pt;font-family:"Century Gothic","sans-serif"'>Cheers </span><o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Muriuki
Mureithi<o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p>
<p class=MsoNormal style='margin-bottom:12.0pt'><br>
-----Inline Attachment Follows-----<o:p></o:p></p>
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