Yes, it was I who queried what merits discussion on Kictanet and whether it should be a conduit for customer service issues. <div><br></div><div>Well, I'm only chiming in to broadly touch on issues of QoS (and to a certain extent SLAs and what providers position as connectivity and speeds (and disclosures relating to contention). I think this area is very vague with ISPs and perhaps the ignorance gap among users is sometimes exploited. <div>
<br></div><div>On QoS - as a Zuku subscriber, I am advised this morning that both TEAMS and SEACOM are down....and that there are no redundant links (!!!!) - perhaps the CS person I spoke to is not privy to such info? Can Zuku really afford to drive passengers without a spare wheel? No redundancy? </div>
<div><br></div><div>On a brighter note, its gratifying to see CCK take this issues up - perhaps they could simply share the customer complaints link and a brief note outlining at which point they can take the issue up (i.e. when efforts to escalate with the provider have failed).</div>
<div><br></div><div><br><br><div class="gmail_quote">On 16 March 2011 18:18, Edith Adera <span dir="ltr"><<a href="mailto:eadera@idrc.or.ke">eadera@idrc.or.ke</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">
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<div dir="ltr"><font face="Tahoma" color="#000000" size="2">It's strange that CCK never responds to issues on KICTANET list except the other day I saw an email from Christopher.</font></div>
<div dir="ltr"><font face="tahoma" size="2"></font> </div>
<div dir="ltr"><font face="tahoma" size="2">Does CCK have a consumer affairs department. Can complaint procedures be published? and QoS performance of all companies be made public?
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<div dir="ltr"><font face="tahoma" size="2"></font> </div>
<div dir="ltr"><font face="tahoma" size="2">I was just about to sign up to Zuku after the feedback we got from listers on broadband!</font></div>
<div dir="ltr"><font face="tahoma" size="2"></font> </div>
<div dir="ltr"><font face="tahoma" size="2">A consumer study we've just published points to serious complaints in the Internet market which are not being addressed.</font></div>
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<div dir="ltr"><font face="tahoma" size="2">Edith</font></div>
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<b><span style="font-size:10pt;color:#1f497d;line-height:115%"><span>________________
</span></span></b><span style="color:black">
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<p class="MsoNormal" style="margin:0in 0in 0pt;line-height:115%"><font color="#000000"><b><span style="font-size:10pt;color:#1f497d;line-height:115%"><font color="#000000">Edith
Ofwona Adera</font> </span></b><span style="color:black"></span></font></p>
<p class="MsoNormal" style="margin:0in 0in 0pt;line-height:115%"><span style="font-size:10pt;color:#1f497d;line-height:115%"><font color="#000000">Senior Program Specialist
</font></span></p>
<p class="MsoNormal" style="margin:0in 0in 0pt;line-height:115%"><span style="font-size:10pt;color:#002060;line-height:115%"><font color="#000000">ICT4D Program and Climate Change & Water Program</font></span></p>
<p class="MsoNormal" style="margin:0in 0in 0pt;line-height:115%"><span lang="FR-CA" style="font-size:10pt;color:#1f497d;line-height:115%"><font color="#000000">International
Development Research Centre | Centre de recherches pour le développement international</font></span></p>
<p class="MsoNormal" style="margin:0in 0in 0pt;line-height:115%"><span lang="EN-CA" style="font-size:10pt;color:#002060;line-height:115%"><font color="#000000">Regional Office for Eastern
and Southern Africa</font></span></p>
<p class="MsoNormal" style="margin:0in 0in 0pt;line-height:115%"><span lang="FR-CA" style="font-size:10pt;color:#1f497d;line-height:115%"><font color="#000000">Tel:
+254202713160 | Fax/Téléc: +254202711063 | Skype: edithadera</font></span></p>
<p class="MsoNormal" style="margin:0in 0in 0pt;line-height:115%"><span lang="FR-CA" style="font-size:10pt;color:#1f497d;line-height:115%"><a href="mailto:eadera@idrc.or.ke" target="_blank">eadera@idrc.or.ke</a>
| </span><a href="http://www.idrc.ca/" target="_blank"><span lang="FR-CA" style="font-size:10pt;color:#1f497d;line-height:115%">www.idrc.ca</span></a><span lang="FR-CA" style="font-size:10pt;color:#1f497d;line-height:115%">
| </span><a href="http://www.crdi.ca/" target="_blank"><span lang="FR-CA" style="font-size:10pt;color:#1f497d;line-height:115%">www.crdi.ca</span></a></p>
<p class="MsoNormal" style="margin:0in 0in 0pt;line-height:115%"><span lang="FR-CA" style="font-size:10pt"><img alt="" hspace="0" align="baseline" border="0"></span></p></span><span lang="FR-CA" style="font-size:10pt"></span>
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