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<p class=MsoNormal><span style='font-size:9.0pt;font-family:"Century Gothic","sans-serif";
color:#1F497D'>Thanks Engineer for clarifying <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:9.0pt;font-family:"Century Gothic","sans-serif";
color:#1F497D'>Safaricom customer service referred me to a service provider and
I declined because once they accept to extend the service it is
their duty complete to my satisfaction and then charge me for the service else
refund <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'>What is the position of CCK on this matter? <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'>To me it is not just the money but the commitment we make to
drive this country to a knowledge society where ICT is infrastructure
that we can trust to deliver<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'>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>
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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"'> John Kariuki
[mailto:ngethe.kariuki2007@yahoo.co.uk] <br>
<b>Sent:</b> 01 January 2010 19:59<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><o:p> </o:p></p>
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<p class=MsoNormal>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:<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: ngethe.kariuki2007@yahoo.co.uk<br>
Cc: "KICTAnet ICT Policy Discussions" <kictanet@lists.kictanet.or.ke><br>
Date: Thursday, 31 December, 2009, 10:08<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"'>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>
<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>
<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>
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<p class=MsoNormal style='margin-bottom:12.0pt'><br>
-----Inline Attachment Follows-----<o:p></o:p></p>
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