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<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Good afternoon Edith ,<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>My �sincere apologies if there have been any specific consumer
complaints that have not been addressed having been raised in the KICTAnet
mailing list. More specifically� I will coming back to you with a comprehensive
response on your enquiry by close of business today.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Apology for a late response.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'>Regards, <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<div>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Cambria","serif";
color:#1F497D'>Patricia Muchiri -Assistant Director<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Cambria","serif";
color:#1F497D'>Consumer Affairs Division <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Cambria","serif";
color:#1F497D'>Communications Commission of Kenya<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Cambria","serif";
color:#1F497D'>Tel: +254 20 4242412/413<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Cambria","serif";
color:#1F497D'>Mobile: +254 722 836 959<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Cambria","serif";
color:#1F497D'>Fax: +254 20 4242411<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Cambria","serif";
color:#1F497D'>P.O Box 14448, Nairobi<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Cambria","serif";
color:#1F497D'>00800<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Cambria","serif";
color:#1F497D'>Nairobi<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Cambria","serif";
color:#1F497D'>KENYA<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Cambria","serif";
color:#1F497D'>Email: <a href="mailto:muchiri@cck.go.ke"><span
style='color:#1F497D'>muchiri@cck.go.ke</span></a><o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Cambria","serif";
color:#1F497D'>Website:http://www.cck.go.ke<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Cambria","serif";
color:#1F497D'> <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Cambria","serif";
color:#1F497D'> <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Cambria","serif";
color:#1F497D'>Disclaimer: <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Cambria","serif";
color:#1F497D'>This email and any files transmitted with it are confidential
and intended solely for the use by the individual(s) or entity to whom it is
addressed to. If you are not the intended recipient you are notified that
disclosing, copying, distributing or taking any action in reliance on the
contents of this information is strictly prohibited. Additionally, if you have
received this email in error please notify the sender immediately by a reply
e-mail.<o:p></o:p></span></p>
</div>
<p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D'><o:p> </o:p></span></p>
<div>
<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0cm 0cm 0cm'>
<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"'> kictanet-bounces+muchiri=cck.go.ke@lists.kictanet.or.ke
[mailto:kictanet-bounces+muchiri=cck.go.ke@lists.kictanet.or.ke] <b>On Behalf
Of </b>Edith Adera<br>
<b>Sent:</b> Wednesday, March 16, 2011 6:18 PM<br>
<b>To:</b> Muchiri, Patricia<br>
<b>Cc:</b> sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com;
sharon.kisia@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com;
felix.sechero@ke.wananchi.com; KICTAnet ICT Policy Discussions;
ruth.muturi@ke.wananchi.com; poonam.pitrola@ke.wananchi.com;
shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke;
samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com<br>
<b>Subject:</b> Re: [kictanet] An Open Letter to Zuku (Help me please!!!)<o:p></o:p></span></p>
</div>
</div>
<p class=MsoNormal><o:p> </o:p></p>
<div>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif";
color:black'>It's strange that CCK never responds to issues on KICTANET list
except the other day I saw an email from Christopher.</span><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> <o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>Does
CCK have a consumer affairs department. Can complaint procedures be published?
and QoS performance of all companies be made public? </span><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> <o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>I
was just about to sign up to Zuku after the feedback we got from listers on
broadband!</span><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> <o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>A
consumer study we've just published points to serious complaints in the
Internet market which are not being addressed.</span><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal> <o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>Edith</span><o:p></o:p></p>
</div>
<div>
<div>
<p class=MsoNormal style='line-height:115%'><b><span style='font-size:10.0pt;
line-height:115%;font-family:"Arial","sans-serif";color:#1F497D'>����������������������������������� ________________</span></b><span
style='color:black'> <o:p></o:p></span></p>
<p class=MsoNormal style='line-height:115%'><b><span style='font-size:10.0pt;
line-height:115%;font-family:"Arial","sans-serif";color:black'>Edith Ofwona
Adera</span></b><b><span style='font-size:10.0pt;line-height:115%;font-family:
"Arial","sans-serif";color:#1F497D'> </span></b><span style='color:black'><o:p></o:p></span></p>
<p class=MsoNormal style='line-height:115%'><span style='font-size:10.0pt;
line-height:115%;font-family:"Arial","sans-serif";color:black'>Senior Program
Specialist </span><o:p></o:p></p>
<p class=MsoNormal style='line-height:115%'><span style='font-size:10.0pt;
line-height:115%;font-family:"Arial","sans-serif";color:black'>ICT4D Program
and Climate Change & Water Program</span><o:p></o:p></p>
<p class=MsoNormal style='line-height:115%'><span lang=FR-CA style='font-size:
10.0pt;line-height:115%;font-family:"Arial","sans-serif";color:black'>International
Development Research Centre | Centre de recherches pour le d�veloppement
international<o:p></o:p></span></p>
<p class=MsoNormal style='line-height:115%'><span style='font-size:10.0pt;
line-height:115%;font-family:"Arial","sans-serif";color:black'>Regional Office
for Eastern and Southern Africa</span><o:p></o:p></p>
<p class=MsoNormal style='line-height:115%'><span lang=FR-CA style='font-size:
10.0pt;line-height:115%;font-family:"Arial","sans-serif";color:black'>Tel:
+254202713160 | Fax/T�l�c: +254202711063 | Skype: edithadera</span><o:p></o:p></p>
<p class=MsoNormal style='line-height:115%'><span lang=FR-CA style='font-size:
10.0pt;line-height:115%;font-family:"Arial","sans-serif";color:#1F497D'><a
href="mailto:eadera@idrc.or.ke">eadera@idrc.or.ke</a> | </span><a
href="http://www.idrc.ca/"><span lang=FR-CA style='font-size:10.0pt;line-height:
115%;font-family:"Arial","sans-serif";color:#1F497D'>www.idrc.ca</span></a><span
lang=FR-CA style='font-size:10.0pt;line-height:115%;font-family:"Arial","sans-serif";
color:#1F497D'> | </span><a href="http://www.crdi.ca/"><span lang=FR-CA
style='font-size:10.0pt;line-height:115%;font-family:"Arial","sans-serif";
color:#1F497D'>www.crdi.ca</span></a><o:p></o:p></p>
<p class=MsoNormal style='line-height:115%'><b><span lang=EN-US
style='font-size:10.0pt;line-height:115%;font-family:"Arial","sans-serif"'>Error!
Filename not specified.</span></b><o:p></o:p></p>
</div>
</div>
<div id=divRpF191102>
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<hr size=2 width="100%" align=center>
</div>
<p class=MsoNormal style='margin-bottom:12.0pt'><b><span style='font-size:10.0pt;
font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;
font-family:"Tahoma","sans-serif"'>
kictanet-bounces+eadera=idrc.or.ke@lists.kictanet.or.ke
[kictanet-bounces+eadera=idrc.or.ke@lists.kictanet.or.ke] On Behalf Of Brian
Ngure [brian@pixie.co.ke]<br>
<b>Sent:</b> 15 March 2011 01:43<br>
<b>To:</b> Edith Adera<br>
<b>Cc:</b> sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com;
support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com;
poonam.pitrola@ke.wananchi.com; ruth.muturi@ke.wananchi.com;
sharon.kisia@ke.wananchi.com; shelmith.njoki@ke.wananchi.com;
supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com;
jimmy.mbotela@ke.wananchi.com; KICTAnet ICT Policy Discussions<br>
<b>Subject:</b> [kictanet] An Open Letter to Zuku (Help me please!!!)</span><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal style='margin-bottom:12.0pt'>Hi, <br>
<br>
I would like to bring to attention the extremely poor service provided by Zuku.
The quality of service has steadily declined. Emails to customer support are
now totally ignored. <br>
<br>
When I subscribed to the "Turbo 8" bundle from Zuku, I was informed
that the speed would be maintained at a minimum of 70% to 80% (approximately
5Mbps - 6Mbps). However, the down speed on my 8Mbps Turbo 8 fibre link is now <b>0.33Mbps</b>.
(This represents <b>3.75%</b> of the speed that I am signed up for and is
advertised by Zuku.) <br>
<br>
Is there a body that performs routine checks on quality of service? e.g. CCK?
And if so, is there a specified procedure that one should follow? Also, if a
complaint is filed, is it acted upon? Has anyone on this list filed a complaint
and a solution has been found? <br>
<br>
I am at my wits end. I don't know what else to do. <br>
<br>
Below is a summary of some of the communication I have had with Zuku support
since mid January. <o:p></o:p></p>
<p class=MsoNormal align=center style='text-align:center'>----------------------<o:p></o:p></p>
<p class=MsoNormal><i>My Turbo 8 connection is has been experiencing slow
speeds since <b>Monday 24th January</b>. <br>
<br>
I also lost the TV signal from 23rd January until 7th February. <br>
<br>
In one of the screenshots, you can see that packet loss on the first two hops
is greater than 70%. <br>
<br>
A work order number was raised: 298106. <br>
<br>
In calls to support, I have been told: <br>
<br>
1. That the problem is a node near my house in Lavington.<br>
<br>
2. That the modem firmware is faulty.<br>
<br>
3. That the modem is fine!<br>
<br>
4. That the 8Mbps package is a shared bandwith, BUT SPEEDS OF 0.3Mbps to a
maximum of 1.2Mbps on an 8 Mbps link?<br>
<br>
5. That support teams would come on specifed days at specified times (They never
bothered to show up or call!)<br>
<br>
6. That there is an issue with the main line and the issue has been escalated
to our maintenance team who are working to resolve the matter.<br>
<br>
7. That the support technician who finally came to my house <b>lied</b> and
said everything is ok even though my TV signal (which finally came back on its
own) still was jerky and the internet speed was 1.2 Mbps Down and 0.8 Mbps Up.
My maximum download was 80 - 100kbps download and an average of 40-60kbps. This
is supposed to be an 8Mbps link.<br>
<br>
8. That the wifi modem would have to be changed to one that does not have
wireless and that this will resolve the current issue.<br>
<br>
9. To purchase a router as the one that will be installed does not support
wireless. <b>(NOTE: The 8 Mbps package clearly states that wireless is part of
the package so why should I have to buy one?)</b><br>
<br>
10. That I will indeed be given a new Cable modem + wifi since I am still on
Turbo 8. (February 16th)<br>
<br>
11. That another technician will come over to check the internet and TV signal
issue.<br>
<br>
12. That the HD receiver and phone will be issued soon as they are in stock.
(They have not been provided to date.)<br>
<br>
13. That it was a mis-communication on the previous mail and that you need to
change the modem but to one without the Wifi and that I should tell you if I
have purchased the router for the wifi! (Again, the Turbo 8 package is
advertised as coming with wifi) (February 17th)<br>
<br>
14. That you are working on a resolution for this matter and shall get back to
me shortly. (February 18th)<br>
<br>
I have noticed that packet loss on the link is very high (sometimes between 60%
to 80%). I have sent emails with this information which has been totally
ignored.<br>
<br>
I have also been told:<br>
<br>
1. That the receiver supplied is an SD Receiver which will be upgraded to the
HD Receiver.<br>
2. No phone set was supplied but will be brought as they out of stock
(apparently since November last year).<br>
3. That they have just received the HD decoders and telephone which will be
installed soon (I was told this on the 27th of January) once they have been
integrated into our system.<br>
<br>
</i>It's March 15th and guess what, I'm still waiting for a solution to these
problems. We (Kenya) plan to be the ICT hub for East and Southern Africa, with
all the plans in place for the ICT city (Malili). If this is a sample of things
to come in regards to customer service and quality of service.... well I
suppose you can guess what our potential audience will think of us (Kenya). <br>
<br>
<br>
Brian Ngure<o:p></o:p></p>
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