Hi Michael,<div>Just looked at your poll - would the same yardstick used for MTN Biz (UUNet), KDN, etc etc who are ISPs with corporate focus, be the same as with Wananchi and others who also serve the SME and home segments? I think the results might be skewed in the sense that you might have a total of 300 respondents for example out of which 250 are home or SMME users (or vice versa depending on who constitutes your blog readers) and therefore end up with some rather skewed results....</div>
<div><br></div><div>Just a thought (and coming from a research background). I'd say rank them according to which market segment they target. </div><div><br><br><div class="gmail_quote">On 17 March 2011 18:50, Michael Bullut <span dir="ltr"><<a href="mailto:michael.bullut@gmail.com">michael.bullut@gmail.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">I have a poll on my blog for Internet Service Providers... Why don't you vote for the one you think is best? Currently, Swift Global are in the lead: <a href="http://kipsang.wordpress.com/2010/01/12/kenyan-internet-service-providers-poll/" target="_blank"><b><i>http://kipsang.wordpress.com/2010/01/12/kenyan-internet-service-providers-poll/</i></b></a><br>
<br><br><div class="gmail_quote">On 17 March 2011 18:39, Esther Muchiri <span dir="ltr"><<a href="mailto:emuchiri@andestbites.com" target="_blank">emuchiri@andestbites.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div link="blue" vlink="purple" lang="EN-US">
<div>
<p class="MsoNormal"><span style="color:black">Edwin – I couldn’t
agree with you more. I am crossing my fingers that a skype video call with a
client next week does not fail me. I have had terrible connections in the past.
Or am I alone on this?</span></p>
<p class="MsoNormal"><span style="color:black"> </span></p>
<p class="MsoNormal"><span style="color:black"> </span></p>
<div>
<div style="border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in">
<p class="MsoNormal"><b><span style="font-size:10.0pt">From:</span></b><span style="font-size:10.0pt">
kictanet-bounces+emuchiri=<a href="http://andestbites.com" target="_blank">andestbites.com</a>@<a href="http://lists.kictanet.or.ke" target="_blank">lists.kictanet.or.ke</a> [mailto:<a href="mailto:kictanet-bounces%2Bemuchiri" target="_blank">kictanet-bounces+emuchiri</a>=<a href="http://andestbites.com" target="_blank">andestbites.com</a>@<a href="http://lists.kictanet.or.ke" target="_blank">lists.kictanet.or.ke</a>]
<b>On Behalf Of </b>Edwin Onchari<br>
<b>Sent:</b> Thursday, March 17, 2011 6:17 PM<br>
<b>To:</b> <a href="mailto:emuchiri@andestbites.com" target="_blank">emuchiri@andestbites.com</a><br>
<b>Cc:</b> KICTAnet ICT Policy Discussions</span></p><div><div></div><div><br>
<b>Subject:</b> Re: [kictanet] [KICTAnet] An Open Letter to Zuku (Help me
please!!!)</div></div><p></p>
</div>
</div><div><div></div><div>
<p class="MsoNormal"> </p>
<p class="MsoNormal"><span style="color:#1F497D">Good evening a</span><span style="font-size:11.0pt;color:#1F497D">ll,</span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D"> </span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D">Let me also add my voice in this. I not only have had a
frustrating experience with Zuku, but with 2 other ISPs as well. All the BPO
players will all testify at one point or another going into lengthy
conference calls with clients because of poor service from ISPs. I have lost a
couple of lucrative contracts in the past because of this, and the most
frustrating thing is they do not care. I am glad to see that CCK is willing to
take this up.</span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D"> </span></p>
<div>
<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D">Edwin</span></p>
</div>
<div>
<div style="border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in">
<p class="MsoNormal"><b><span style="font-size:10.0pt">From:</span></b><span style="font-size:10.0pt">
kictanet-bounces+eonchari=<a href="http://lynxbits.com" target="_blank">lynxbits.com</a>@<a href="http://lists.kictanet.or.ke" target="_blank">lists.kictanet.or.ke</a>
[mailto:<a href="mailto:kictanet-bounces%2Beonchari" target="_blank">kictanet-bounces+eonchari</a>=<a href="http://lynxbits.com" target="_blank">lynxbits.com</a>@<a href="http://lists.kictanet.or.ke" target="_blank">lists.kictanet.or.ke</a>] <b>On
Behalf Of </b>Muchiri, Patricia<br>
<b>Sent:</b> Thursday, March 17, 2011 5:35 PM<br>
<b>To:</b> Edwin<br>
<b>Cc:</b> <a href="mailto:supportbb@zuku.co.ke" target="_blank">supportbb@zuku.co.ke</a>; <a href="mailto:sharon.kisia@ke.wananchi.com" target="_blank">sharon.kisia@ke.wananchi.com</a>;
<a href="mailto:ida.aginga@ke.wananchi.com" target="_blank">ida.aginga@ke.wananchi.com</a>; Ooro, Juma; <a href="mailto:support@ke.wananchi.com" target="_blank">support@ke.wananchi.com</a>;
<a href="mailto:zukucanhelp@gmail.com" target="_blank">zukucanhelp@gmail.com</a>; <a href="mailto:felix.sechero@ke.wananchi.com" target="_blank">felix.sechero@ke.wananchi.com</a>; Kirui, Liston;
<a href="mailto:poonam.pitrola@ke.wananchi.com" target="_blank">poonam.pitrola@ke.wananchi.com</a>; <a href="mailto:ruth.muturi@ke.wananchi.com" target="_blank">ruth.muturi@ke.wananchi.com</a>;
<a href="mailto:sabiya.bagha@ke.wananchi.com" target="_blank">sabiya.bagha@ke.wananchi.com</a>; <a href="mailto:shelmith.njoki@ke.wananchi.com" target="_blank">shelmith.njoki@ke.wananchi.com</a>; KICTAnet ICT
Policy Discussions; <a href="mailto:samson.bonyi@ke.wananchi.com" target="_blank">samson.bonyi@ke.wananchi.com</a>; <a href="mailto:jimmy.mbotela@ke.wananchi.com" target="_blank">jimmy.mbotela@ke.wananchi.com</a><br>
<b>Subject:</b> Re: [kictanet] [KICTAnet] An Open Letter to Zuku (Help me
please!!!)</span></p>
</div>
</div>
<p class="MsoNormal"> </p>
<p><span style="font-size:12.0pt;font-family:"Times New Roman","serif"" lang="EN-CA">Good evening Edith ,</span></p>
<p><span style="font-size:12.0pt;font-family:"Times New Roman","serif"" lang="EN-CA">As earlier promised below is some information to an
enquiry you had raised earlier. I hope indeed that this information will be
useful .Please let me know if any further information is required.</span></p>
<p><span style="font-size:12.0pt;font-family:"Times New Roman","serif"" lang="EN-CA"> </span></p>
<p><b><u><span style="font-size:12.0pt;font-family:"Times New Roman","serif"" lang="EN-CA">Issues raised:</span></u></b></p>
<p><b><span style="font-size:12.0pt;font-family:"Times New Roman","serif"" lang="EN-CA"> </span></b></p>
<p><b><span style="font-size:12.0pt;font-family:"Times New Roman","serif"" lang="EN-CA">Does CCK have a consumer affairs department. </span></b></p>
<p><b><span style="font-size:12.0pt;font-family:"Times New Roman","serif"" lang="EN-CA"> </span></b></p>
<p><span style="font-size:12.0pt;font-family:"Times New Roman","serif"" lang="EN-CA">The Commission has a fully fledged Consumer affairs
department that handles amongst other responsibilities, consumer complaints. We
can be reached on chukua@hatua or complaints @<a href="http://cck.go.ke" target="_blank">cck.go.ke</a> or on tel no. 020-445
555, 0714 444 555, 0737 445 555 or fax no. 4242394.</span></p>
<p><span style="font-size:12.0pt;font-family:"Times New Roman","serif"" lang="EN-CA"> </span></p>
<p><b><span style="font-size:12.0pt;font-family:"Times New Roman","serif"" lang="EN-CA">Can the Commission’s consumer complaint
procedures be published?</span></b></p>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
<p class="MsoNormal"><span lang="EN-CA">The Commission does indeed have a
complaints handling procedure which is in the form of the Kenya Information and
Communications (Dispute Resolution) Regulations, 2010. The said regulations
have clear steps on how the Commission is expected to handle every
complaint/dispute between a consumer and a service provider.</span></p>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
<p class="MsoNormal"><span lang="EN-CA">The Kenya Information and Communications
(Consumer Protection) Regulations, 2010, on the other hand outlines the rights
and obligations consumers have as well as the obligations service providers
have with regard to the services provided. Section 7 of these regulations also
stipulate what service providers need to observe when dealing with the
complaints raised by their customers as well as when customers may refer their
complaints to the Commission or a third party (arbitrator –where such an
arrangement exists). This procedure is as shown below.</span></p>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
<p class="MsoNormal"><span lang="EN-CA">7. Complaint handling procedures for
licensees.</span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA"> </span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA">(1) A licensee
shall provide easily understood information about its complaint handling
processes in various media and formats, including as specifically directed by
the Commission from time to time.</span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA"> </span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA">(2) A customer who
wishes to lodge a complaint shall reduce the complaint in writing and lodge it
within six months from the date of the incident that the complaint arises from.</span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA"> </span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA">(3) A licensee
shall acknowledge the receipt of a complaint filed with it.</span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA"> </span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA">(4) A licensee
shall where possible, advise a customer at the time of making the complaint on
the expected action, timing for investigation and resolution of the complaint
and in the event that the service provider regards the complaint as frivolous
or vexatious, the consumer shall be informed accordingly.</span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA"> </span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA">(5) A licensee
shall resolve all complaints made by its customers within a reasonable time.</span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA"> </span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA">(6) A licensee
shall put in place a process to provide customer with sufficient information
and the means to inquire on the progress of complaints and the processes may
include complaint reference numbers or other identifiers in order to facilitate
timely and accurate responses to subsequent inquiries by customers.</span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA"> </span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA">(7) A licensee
shall inform the customer of the outcome of the investigation of their
complaint, and any decision of the licensee.</span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA"> </span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA">(8) Where a
customer is not satisfied with a decision made on a complaint, the licensee
shall give the customer the option of pursuing an identified escalation
process, where the decision may be examined by a suitably qualified person in
the licensee’s organisation.</span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA"> </span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA">(9) Where the
consumer has already gone through the licensee’s escalation process and
the complaint has not been resolved to the consumer’s satisfaction, the
customer may refer the complaint to the Commission.</span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA"> </span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA">(10) The complaint
handling processes shall be provided free of charge.</span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA"> </span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA">(11)
Notwithstanding paragraph (10), where the investigation of the complaint
requires the retrieval of records more than twelve months old or the retrieval
results in any incremental expense or significant inconvenience to the
licensee, a licensee may impose a reasonable charge for the complaint handling
processes.</span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA"> </span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA">(12) Any such
charges shall be identified by the licensee, be agreed to by the customer and
referred to the Commission before being imposed.</span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA"> </span></p>
<p class="MsoNormal" style="margin-left:.5in"><span lang="EN-CA">(13) A licensee
shall file, with the Commission, such information and statistics on all
complaints reported, including those resolved and those outstanding, on a
quarterly basis in the manner prescribed by the Commission from time to time. </span></p>
<p class="MsoNormal"><span style="background:yellow" lang="EN-CA"> </span></p>
<p class="MsoNormal"><span lang="EN-CA">It will thus be noted that subsections (7)
and (8) defines the exit conditions for consumers, upon which the Dispute
Resolution regulations then kick in once the consumer has referred the matter
to the Commission.</span></p>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
<p class="MsoNormal"><span lang="EN-CA">The set of regulations detailing these
procedures are available on CCK website for reference and are also contained in
the downloadable Kenya Information and Communications Act, 1998 document from
the same website.</span></p>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
<p class="MsoNormal"><span lang="EN-CA">With regard to publication of the
complaints (dispute) resolution procedures, the Commission has been sharing
this information with consumers through its outreach programs. Our contact
information is also widely publicized.</span></p>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
<p class="MsoNormal"><span lang="EN-CA">Please also note that data and statistics
on complaints is available in the Commission’s annual report .Under the
earlier regulations (The Kenya Communications Regulations, 2001) there was no
provision for procedures on complaint handling.</span></p>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
<p class="MsoNormal"><span lang="EN-CA">The Commission is in the process of
embarking on the rollout of another phase of its Consumer education outreach
program that will use various media platforms that will endeavour to share this
information to the extent possible as well as continue exploiting various other
channels to distribute brochures/flyers on the complaint handling procedures.</span></p>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
<p><b><span style="font-size:12.0pt;font-family:"Times New Roman","serif"" lang="EN-CA">Can QoS performance of all companies be made public?</span></b></p>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
<p class="MsoNormal"><span lang="EN-CA">The Commission has recently begun the
publication of quality of service performance information in accordance with
The Kenya Information And Communications (Licensing And Quality Of Service)
Regulations, 2010. It is important to note that this report was for mobile
services only. The most recent report can be accessed from the link: <a href="http://www.cck.go.ke/consumers/other_info/quality_of_service.html" target="_blank">http://www.cck.go.ke/consumers/other_info/quality_of_service.html</a>.
</span></p>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
<p class="MsoNormal"><span lang="EN-CA">This is currently limited to being
published once a year.</span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D" lang="EN-CA"> </span></p>
<p class="MsoNormal"><span style="font-size:11.0pt" lang="EN-CA"> </span></p>
<p class="MsoNormal"><span lang="EN-CA">Regards ,</span></p>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
<div>
<p class="MsoNormal"><span style="color:#1F497D" lang="EN-CA">Patricia Muchiri
-Assistant Director</span></p>
<p class="MsoNormal"><span style="color:#1F497D" lang="EN-CA">Consumer Affairs
Division </span></p>
<p class="MsoNormal"><span style="color:#1F497D" lang="EN-CA">Communications
Commission of Kenya</span></p>
<p class="MsoNormal"><span style="color:#1F497D" lang="EN-CA">Tel: +254 20
4242412/413</span></p>
<p class="MsoNormal"><span style="color:#1F497D" lang="EN-CA">Mobile: +254 722 836
959</span></p>
<p class="MsoNormal"><span style="color:#1F497D" lang="EN-CA">Fax: +254 20 4242411</span></p>
<p class="MsoNormal"><span style="color:#1F497D" lang="EN-CA">P.O Box 14448,
Nairobi</span></p>
<p class="MsoNormal"><span style="color:#1F497D" lang="EN-CA">00800</span></p>
<p class="MsoNormal"><span style="color:#1F497D" lang="EN-CA">Nairobi</span></p>
<p class="MsoNormal"><span style="color:#1F497D" lang="EN-CA">KENYA</span></p>
<p class="MsoNormal"><span style="color:#1F497D" lang="EN-CA">Email: <a href="mailto:muchiri@cck.go.ke" target="_blank"><span style="color:#1F497D">muchiri@cck.go.ke</span></a></span></p>
<p class="MsoNormal"><span style="color:#1F497D" lang="EN-CA">Website:<a href="http://www.cck.go.ke" target="_blank">http://www.cck.go.ke</a></span></p>
<p class="MsoNormal"><span style="color:#1F497D" lang="EN-CA"> </span></p>
<p class="MsoNormal"><span style="color:#1F497D" lang="EN-CA"> </span></p>
<p class="MsoNormal"><span style="color:#1F497D" lang="EN-CA">Disclaimer: </span></p>
<p class="MsoNormal"><span style="color:#1F497D" lang="EN-CA">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.</span></p>
</div>
<p class="MsoNormal"><span style="font-size:11.0pt" lang="EN-CA"> </span></p>
<div>
<div style="border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in">
<p class="MsoNormal"><b><span style="font-size:10.0pt">From:</span></b><span style="font-size:10.0pt"> Edith Adera
[mailto:<a href="mailto:eadera@idrc.or.ke" target="_blank">eadera@idrc.or.ke</a>] <br>
<b>Sent:</b> Thursday, March 17, 2011 2:23 PM<br>
<b>To:</b> Muchiri, Patricia<br>
<b>Cc:</b> <a href="mailto:sabiya.bagha@ke.wananchi.com" target="_blank">sabiya.bagha@ke.wananchi.com</a>; <a href="mailto:ida.aginga@ke.wananchi.com" target="_blank">ida.aginga@ke.wananchi.com</a>;
<a href="mailto:sharon.kisia@ke.wananchi.com" target="_blank">sharon.kisia@ke.wananchi.com</a>; <a href="mailto:support@ke.wananchi.com" target="_blank">support@ke.wananchi.com</a>; <a href="mailto:zukucanhelp@gmail.com" target="_blank">zukucanhelp@gmail.com</a>;
<a href="mailto:felix.sechero@ke.wananchi.com" target="_blank">felix.sechero@ke.wananchi.com</a>; KICTAnet ICT Policy Discussions;
<a href="mailto:ruth.muturi@ke.wananchi.com" target="_blank">ruth.muturi@ke.wananchi.com</a>; <a href="mailto:poonam.pitrola@ke.wananchi.com" target="_blank">poonam.pitrola@ke.wananchi.com</a>;
<a href="mailto:shelmith.njoki@ke.wananchi.com" target="_blank">shelmith.njoki@ke.wananchi.com</a>; <a href="mailto:supportbb@zuku.co.ke" target="_blank">supportbb@zuku.co.ke</a>;
<a href="mailto:samson.bonyi@ke.wananchi.com" target="_blank">samson.bonyi@ke.wananchi.com</a>; <a href="mailto:jimmy.mbotela@ke.wananchi.com" target="_blank">jimmy.mbotela@ke.wananchi.com</a><br>
<b>Subject:</b> RE: [KICTAnet] An Open Letter to Zuku (Help me please!!!)</span></p>
</div>
</div>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
<div>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black" lang="EN-CA">Hi Patricia,</span><span lang="EN-CA"></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
</div>
<div>
<p class="MsoNormal"><span style="font-size:10.0pt" lang="EN-CA">My
point is that it's best that complaint procedures are made publicly
available to all Kenyans and sample cases of actions taken to build confidence
(with enough advertising for everyone to know) - not every Kenyan has the
priviledge of complaining on KICTANET and have action taken. </span><span lang="EN-CA"></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
</div>
<div>
<p class="MsoNormal"><span style="font-size:10.0pt" lang="EN-CA">In
addition, we should have QoS performance of all companies published for
consumers to make their choice.</span><span lang="EN-CA"></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
</div>
<div>
<p class="MsoNormal"><span style="font-size:10.0pt" lang="EN-CA">CCK
needs to be more aggressive in adopting and implementing some of these best
practices to protect consumers.</span><span lang="EN-CA"></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
</div>
<div>
<p class="MsoNormal"><span style="font-size:10.0pt" lang="EN-CA">Edith</span><span lang="EN-CA"></span></p>
</div>
<div>
<div>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.0pt;line-height:115%;color:#1F497D" lang="EN-CA">
________________</span></b><span style="color:black" lang="EN-CA"> </span></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.0pt;line-height:115%;color:black" lang="EN-CA">Edith Ofwona Adera</span></b><b><span style="font-size:10.0pt;line-height:115%;color:#1F497D" lang="EN-CA"> </span></b><span style="color:black" lang="EN-CA"></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.0pt;line-height:115%;color:black" lang="EN-CA">Senior
Program Specialist </span><span lang="EN-CA"></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.0pt;line-height:115%;color:black" lang="EN-CA">ICT4D
Program and Climate Change & Water Program</span><span lang="EN-CA"></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.0pt;line-height:115%;color:black" lang="FR-CA">International
Development Research Centre | Centre de recherches pour le développement
international</span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.0pt;line-height:115%;color:black" lang="EN-CA">Regional
Office for Eastern and Southern Africa</span><span lang="EN-CA"></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.0pt;line-height:115%;color:black" lang="FR-CA">Tel:
+254202713160 | Fax/Téléc: +254202711063 | Skype: edithadera</span><span lang="EN-CA"></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.0pt;line-height:115%;color:#1F497D" lang="FR-CA"><a href="mailto:eadera@idrc.or.ke" target="_blank">eadera@idrc.or.ke</a> | </span><span lang="EN-CA"><a href="http://www.idrc.ca/" target="_blank"><span style="font-size:10.0pt;line-height:115%;color:#1F497D" lang="FR-CA">www.idrc.ca</span></a></span><span style="font-size:10.0pt;line-height:115%;color:#1F497D" lang="FR-CA"> | </span><span lang="EN-CA"><a href="http://www.crdi.ca/" target="_blank"><span style="font-size:10.0pt;line-height:115%;color:#1F497D" lang="FR-CA">www.crdi.ca</span></a></span></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.0pt;line-height:115%">Error! Filename not
specified.</span></b><span lang="EN-CA"></span></p>
</div>
</div>
<div>
<div class="MsoNormal" style="text-align:center" align="center"><span lang="EN-CA">
<hr align="center" size="2" width="100%">
</span></div>
<p class="MsoNormal" style="margin-bottom:12.0pt"><b><span style="font-size:10.0pt" lang="EN-CA">From:</span></b><span style="font-size:10.0pt" lang="EN-CA"> Muchiri,
Patricia [<a href="mailto:Muchiri@cck.go.ke" target="_blank">Muchiri@cck.go.ke</a>]<br>
<b>Sent:</b> 17 March 2011 13:30<br>
<b>To:</b> Edith Adera<br>
<b>Cc:</b> <a href="mailto:sabiya.bagha@ke.wananchi.com" target="_blank">sabiya.bagha@ke.wananchi.com</a>; <a href="mailto:ida.aginga@ke.wananchi.com" target="_blank">ida.aginga@ke.wananchi.com</a>;
<a href="mailto:sharon.kisia@ke.wananchi.com" target="_blank">sharon.kisia@ke.wananchi.com</a>; <a href="mailto:support@ke.wananchi.com" target="_blank">support@ke.wananchi.com</a>; <a href="mailto:zukucanhelp@gmail.com" target="_blank">zukucanhelp@gmail.com</a>;
<a href="mailto:felix.sechero@ke.wananchi.com" target="_blank">felix.sechero@ke.wananchi.com</a>; KICTAnet ICT Policy Discussions;
<a href="mailto:ruth.muturi@ke.wananchi.com" target="_blank">ruth.muturi@ke.wananchi.com</a>; <a href="mailto:poonam.pitrola@ke.wananchi.com" target="_blank">poonam.pitrola@ke.wananchi.com</a>;
<a href="mailto:shelmith.njoki@ke.wananchi.com" target="_blank">shelmith.njoki@ke.wananchi.com</a>; <a href="mailto:supportbb@zuku.co.ke" target="_blank">supportbb@zuku.co.ke</a>;
<a href="mailto:samson.bonyi@ke.wananchi.com" target="_blank">samson.bonyi@ke.wananchi.com</a>; <a href="mailto:jimmy.mbotela@ke.wananchi.com" target="_blank">jimmy.mbotela@ke.wananchi.com</a><br>
<b>Subject:</b> RE: [KICTAnet] An Open Letter to Zuku (Help me please!!!)</span><span lang="EN-CA"></span></p>
</div>
<div>
<div>
<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D" lang="EN-CA">Good afternoon Edith ,</span><span lang="EN-CA"></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D" lang="EN-CA">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.</span><span lang="EN-CA"></span></p>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D" lang="EN-CA">Apology for a late response.</span><span lang="EN-CA"></span></p>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D" lang="EN-CA">Regards, </span><span lang="EN-CA"></span></p>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
<div>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Cambria","serif";color:#1F497D" lang="EN-CA">Patricia Muchiri -Assistant Director</span><span lang="EN-CA"></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Cambria","serif";color:#1F497D" lang="EN-CA">Consumer Affairs Division </span><span lang="EN-CA"></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Cambria","serif";color:#1F497D" lang="EN-CA">Communications Commission of Kenya</span><span lang="EN-CA"></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Cambria","serif";color:#1F497D" lang="EN-CA">Tel: +254 20 4242412/413</span><span lang="EN-CA"></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Cambria","serif";color:#1F497D" lang="EN-CA">Mobile: +254 722 836 959</span><span lang="EN-CA"></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Cambria","serif";color:#1F497D" lang="EN-CA">Fax: +254 20 4242411</span><span lang="EN-CA"></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Cambria","serif";color:#1F497D" lang="EN-CA">P.O Box 14448, Nairobi</span><span lang="EN-CA"></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Cambria","serif";color:#1F497D" lang="EN-CA">00800</span><span lang="EN-CA"></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Cambria","serif";color:#1F497D" lang="EN-CA">Nairobi</span><span lang="EN-CA"></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Cambria","serif";color:#1F497D" lang="EN-CA">KENYA</span><span lang="EN-CA"></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Cambria","serif";color:#1F497D" lang="EN-CA">Email: <a href="mailto:muchiri@cck.go.ke" target="_blank"><span style="color:#1F497D">muchiri@cck.go.ke</span></a></span><span lang="EN-CA"></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Cambria","serif";color:#1F497D" lang="EN-CA">Website:<a href="http://www.cck.go.ke" target="_blank">http://www.cck.go.ke</a></span><span lang="EN-CA"></span></p>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Cambria","serif";color:#1F497D" lang="EN-CA">Disclaimer: </span><span lang="EN-CA"></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Cambria","serif";color:#1F497D" lang="EN-CA">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.</span><span lang="EN-CA"></span></p>
</div>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
<div>
<div style="border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in">
<p class="MsoNormal"><b><span style="font-size:10.0pt">From:</span></b><span style="font-size:10.0pt">
kictanet-bounces+muchiri=<a href="http://cck.go.ke" target="_blank">cck.go.ke</a>@<a href="http://lists.kictanet.or.ke" target="_blank">lists.kictanet.or.ke</a>
[mailto:<a href="mailto:kictanet-bounces%2Bmuchiri" target="_blank">kictanet-bounces+muchiri</a>=<a href="http://cck.go.ke" target="_blank">cck.go.ke</a>@<a href="http://lists.kictanet.or.ke" target="_blank">lists.kictanet.or.ke</a>] <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> <a href="mailto:sabiya.bagha@ke.wananchi.com" target="_blank">sabiya.bagha@ke.wananchi.com</a>; <a href="mailto:ida.aginga@ke.wananchi.com" target="_blank">ida.aginga@ke.wananchi.com</a>;
<a href="mailto:sharon.kisia@ke.wananchi.com" target="_blank">sharon.kisia@ke.wananchi.com</a>; <a href="mailto:support@ke.wananchi.com" target="_blank">support@ke.wananchi.com</a>; <a href="mailto:zukucanhelp@gmail.com" target="_blank">zukucanhelp@gmail.com</a>;
<a href="mailto:felix.sechero@ke.wananchi.com" target="_blank">felix.sechero@ke.wananchi.com</a>; KICTAnet ICT Policy Discussions;
<a href="mailto:ruth.muturi@ke.wananchi.com" target="_blank">ruth.muturi@ke.wananchi.com</a>; <a href="mailto:poonam.pitrola@ke.wananchi.com" target="_blank">poonam.pitrola@ke.wananchi.com</a>;
<a href="mailto:shelmith.njoki@ke.wananchi.com" target="_blank">shelmith.njoki@ke.wananchi.com</a>; <a href="mailto:supportbb@zuku.co.ke" target="_blank">supportbb@zuku.co.ke</a>;
<a href="mailto:samson.bonyi@ke.wananchi.com" target="_blank">samson.bonyi@ke.wananchi.com</a>; <a href="mailto:jimmy.mbotela@ke.wananchi.com" target="_blank">jimmy.mbotela@ke.wananchi.com</a><br>
<b>Subject:</b> Re: [kictanet] An Open Letter to Zuku (Help me please!!!)</span><span lang="EN-CA"></span></p>
</div>
</div>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
<div>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black" lang="EN-CA">It's strange that CCK never responds to issues on KICTANET list
except the other day I saw an email from Christopher.</span><span lang="EN-CA"></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
</div>
<div>
<p class="MsoNormal"><span style="font-size:10.0pt" lang="EN-CA">Does
CCK have a consumer affairs department. Can complaint procedures be published?
and QoS performance of all companies be made public? </span><span lang="EN-CA"></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
</div>
<div>
<p class="MsoNormal"><span style="font-size:10.0pt" lang="EN-CA">I
was just about to sign up to Zuku after the feedback we got from listers on
broadband!</span><span lang="EN-CA"></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
</div>
<div>
<p class="MsoNormal"><span style="font-size:10.0pt" lang="EN-CA">A
consumer study we've just published points to serious complaints in the
Internet market which are not being addressed.</span><span lang="EN-CA"></span></p>
</div>
<div>
<p class="MsoNormal"><span lang="EN-CA"> </span></p>
</div>
<div>
<p class="MsoNormal"><span style="font-size:10.0pt" lang="EN-CA">Edith</span><span lang="EN-CA"></span></p>
</div>
<div>
<div>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.0pt;line-height:115%;color:#1F497D" lang="EN-CA">
________________</span></b><span style="color:black" lang="EN-CA"> </span><span lang="EN-CA"></span></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.0pt;line-height:115%;color:black" lang="EN-CA">Edith Ofwona Adera</span></b><b><span style="font-size:10.0pt;line-height:115%;color:#1F497D" lang="EN-CA"> </span></b><span lang="EN-CA"></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.0pt;line-height:115%;color:black" lang="EN-CA">Senior
Program Specialist </span><span lang="EN-CA"></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.0pt;line-height:115%;color:black" lang="EN-CA">ICT4D
Program and Climate Change & Water Program</span><span lang="EN-CA"></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.0pt;line-height:115%;color:black" lang="FR-CA">International
Development Research Centre | Centre de recherches pour le développement
international</span><span lang="EN-CA"></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.0pt;line-height:115%;color:black" lang="EN-CA">Regional
Office for Eastern and Southern Africa</span><span lang="EN-CA"></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.0pt;line-height:115%;color:black" lang="FR-CA">Tel:
+254202713160 | Fax/Téléc: +254202711063 | Skype: edithadera</span><span lang="EN-CA"></span></p>
<p class="MsoNormal" style="line-height:115%"><span style="font-size:10.0pt;line-height:115%;color:#1F497D" lang="FR-CA"><a href="mailto:eadera@idrc.or.ke" target="_blank">eadera@idrc.or.ke</a> | </span><span lang="EN-CA"><a href="http://www.idrc.ca/" target="_blank"><span style="font-size:10.0pt;line-height:115%;color:#1F497D" lang="FR-CA">www.idrc.ca</span></a></span><span style="font-size:10.0pt;line-height:115%;color:#1F497D" lang="FR-CA"> | </span><span lang="EN-CA"><a href="http://www.crdi.ca/" target="_blank"><span style="font-size:10.0pt;line-height:115%;color:#1F497D" lang="FR-CA">www.crdi.ca</span></a></span></p>
<p class="MsoNormal" style="line-height:115%"><b><span style="font-size:10.0pt;line-height:115%">Error! Filename not
specified.</span></b><span lang="EN-CA"></span></p>
</div>
</div>
<div>
<div class="MsoNormal" style="text-align:center" align="center"><span lang="EN-CA">
<hr align="center" size="2" width="100%">
</span></div>
<p class="MsoNormal" style="margin-bottom:12.0pt"><b><span style="font-size:10.0pt" lang="EN-CA">From:</span></b><span style="font-size:10.0pt" lang="EN-CA">
kictanet-bounces+eadera=<a href="http://idrc.or.ke" target="_blank">idrc.or.ke</a>@<a href="http://lists.kictanet.or.ke" target="_blank">lists.kictanet.or.ke</a>
[kictanet-bounces+eadera=<a href="http://idrc.or.ke" target="_blank">idrc.or.ke</a>@<a href="http://lists.kictanet.or.ke" target="_blank">lists.kictanet.or.ke</a>] On Behalf Of Brian
Ngure [<a href="mailto:brian@pixie.co.ke" target="_blank">brian@pixie.co.ke</a>]<br>
<b>Sent:</b> 15 March 2011 01:43<br>
<b>To:</b> Edith Adera<br>
<b>Cc:</b> <a href="mailto:sabiya.bagha@ke.wananchi.com" target="_blank">sabiya.bagha@ke.wananchi.com</a>; <a href="mailto:ida.aginga@ke.wananchi.com" target="_blank">ida.aginga@ke.wananchi.com</a>;
<a href="mailto:support@ke.wananchi.com" target="_blank">support@ke.wananchi.com</a>; <a href="mailto:zukucanhelp@gmail.com" target="_blank">zukucanhelp@gmail.com</a>; <a href="mailto:felix.sechero@ke.wananchi.com" target="_blank">felix.sechero@ke.wananchi.com</a>;
<a href="mailto:poonam.pitrola@ke.wananchi.com" target="_blank">poonam.pitrola@ke.wananchi.com</a>; <a href="mailto:ruth.muturi@ke.wananchi.com" target="_blank">ruth.muturi@ke.wananchi.com</a>;
<a href="mailto:sharon.kisia@ke.wananchi.com" target="_blank">sharon.kisia@ke.wananchi.com</a>; <a href="mailto:shelmith.njoki@ke.wananchi.com" target="_blank">shelmith.njoki@ke.wananchi.com</a>;
<a href="mailto:supportbb@zuku.co.ke" target="_blank">supportbb@zuku.co.ke</a>; <a href="mailto:samson.bonyi@ke.wananchi.com" target="_blank">samson.bonyi@ke.wananchi.com</a>;
<a href="mailto:jimmy.mbotela@ke.wananchi.com" target="_blank">jimmy.mbotela@ke.wananchi.com</a>; KICTAnet ICT Policy Discussions<br>
<b>Subject:</b> [kictanet] An Open Letter to Zuku (Help me please!!!)</span><span lang="EN-CA"></span></p>
</div>
<div>
<p class="MsoNormal" style="margin-bottom:12.0pt"><span lang="EN-CA">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. </span></p>
<p class="MsoNormal" style="text-align:center" align="center"><span lang="EN-CA">----------------------</span></p>
<p class="MsoNormal"><i><span lang="EN-CA">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>
</span></i><span lang="EN-CA">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</span></p>
</div>
</div>
</div>
</div></div></div>
</div>
<br>_______________________________________________<br>
kictanet mailing list<br>
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<br>
This message was sent to: <a href="mailto:michael.bullut@gmail.com" target="_blank">michael.bullut@gmail.com</a><br>
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<br></blockquote></div><br>
<br>_______________________________________________<br>
kictanet mailing list<br>
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This message was sent to: <a href="mailto:francis.hook@gmail.com">francis.hook@gmail.com</a><br>
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<br></blockquote></div><br><br clear="all"><br>-- <br>Francis Hook<br>+254 733 504561<br><br><br>
</div>