<META HTTP-EQUIV="Content-Type" CONTENT="text/html; charset=iso-8859-1">
<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40"><head><meta name=Generator content="Microsoft Word 12 (filtered medium)"><!--[if !mso]><style>v\:* {behavior:url(#default#VML);}
o\:* {behavior:url(#default#VML);}
w\:* {behavior:url(#default#VML);}
.shape {behavior:url(#default#VML);}
</style><![endif]--><style><!--
/* Font Definitions */
@font-face
{font-family:"Cambria Math";
panose-1:2 4 5 3 5 4 6 3 2 4;}
@font-face
{font-family:Calibri;
panose-1:2 15 5 2 2 2 4 3 2 4;}
@font-face
{font-family:Tahoma;
panose-1:2 11 6 4 3 5 4 4 2 4;}
@font-face
{font-family:Verdana;
panose-1:2 11 6 4 3 5 4 4 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0in;
margin-bottom:.0001pt;
font-size:12.0pt;
font-family:"Times New Roman","serif";}
a:link, span.MsoHyperlink
{mso-style-priority:99;
color:blue;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{mso-style-priority:99;
color:purple;
text-decoration:underline;}
span.EmailStyle17
{mso-style-type:personal;
font-family:"Calibri","sans-serif";
color:#1F497D;}
span.EmailStyle18
{mso-style-type:personal-reply;
font-family:"Calibri","sans-serif";
color:#1F497D;}
.MsoChpDefault
{mso-style-type:export-only;
font-size:10.0pt;}
@page WordSection1
{size:8.5in 11.0in;
margin:1.0in 1.0in 1.0in 1.0in;}
div.WordSection1
{page:WordSection1;}
--></style><!--[if gte mso 9]><xml>
<o:shapedefaults v:ext="edit" spidmax="1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext="edit">
<o:idmap v:ext="edit" data="1" />
</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>I am ready to offer Customer Service advise to the ISPs pro bono. Interested ISPs; get in touch!<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'>Best 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><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Edwin M Onchari<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>0720755951<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><a href="mailto:eonchari@lynxbits.com">eonchari@lynxbits.com</a> <o:p></o:p></span></p><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;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> kictanet-bounces+eonchari=lynxbits.com@lists.kictanet.or.ke [mailto:kictanet-bounces+eonchari=lynxbits.com@lists.kictanet.or.ke] <b>On Behalf Of </b>Andrea Bohnstedt<br><b>Sent:</b> Thursday, March 17, 2011 2:57 PM<br><b>To:</b> Edwin<br><b>Cc:</b> supportbb@zuku.co.ke; KICTAnet ICT Policy Discussions<br><b>Subject:</b> Re: [kictanet] An Open Letter to Zuku (Help me please!!!)<o:p></o:p></span></p></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal style='margin-bottom:12.0pt'>What I actually find astonishing is that there hasn't been a response from someone at Zuku on this list yet. <o:p></o:p></p><div><p class=MsoNormal>On 17 March 2011 08:59, Francis Hook <<a href="mailto:francis.hook@gmail.com">francis.hook@gmail.com</a>> wrote:<o:p></o:p></p><p class=MsoNormal>Yes, it was I who queried what merits discussion on Kictanet and whether it should be a conduit for customer service issues. <o:p></o:p></p><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>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. <o:p></o:p></p><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>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? <o:p></o:p></p></div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal>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).<o:p></o:p></p></div><div><div><p class=MsoNormal><o:p> </o:p></p></div><div><p class=MsoNormal style='margin-bottom:12.0pt'><o:p> </o:p></p><div><p class=MsoNormal>On 16 March 2011 18:18, Edith Adera <<a href="mailto:eadera@idrc.or.ke" target="_blank">eadera@idrc.or.ke</a>> wrote:<o:p></o:p></p><div><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%;color:#1F497D'>________________ </span></b><o:p></o:p></p><p class=MsoNormal style='line-height:115%'><b><span style='font-size:10.0pt;line-height:115%;color:black'>Edith Ofwona Adera</span></b><b><span style='font-size:10.0pt;line-height:115%;color:#1F497D'> </span></b><o:p></o:p></p><p class=MsoNormal style='line-height:115%'><span style='font-size:10.0pt;line-height:115%;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%;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%;color:black'>International Development Research Centre | Centre de recherches pour le développement international</span><o:p></o:p></p><p class=MsoNormal style='line-height:115%'><span lang=EN-CA style='font-size:10.0pt;line-height:115%;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%;color:black'>Tel: +254202713160 | Fax/Téléc: +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%;color:#1F497D'><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:10.0pt;line-height:115%;color:#1F497D'>www.idrc.ca</span></a><span lang=FR-CA style='font-size:10.0pt;line-height:115%;color:#1F497D'> | </span><a href="http://www.crdi.ca/" target="_blank"><span lang=FR-CA style='font-size:10.0pt;line-height:115%;color:#1F497D'>www.crdi.ca</span></a><o:p></o:p></p><p class=MsoNormal style='line-height:115%'><b><span style='font-size:10.0pt;line-height:115%'>Error! Filename not specified.</span></b><o:p></o:p></p></div></div><div><div class=MsoNormal align=center style='text-align:center'><hr size=2 width="100%" align=center></div></div></div></div><p class=MsoNormal><o:p> </o:p></p></div></div></div><p class=MsoNormal style='margin-bottom:12.0pt'><br>_______________________________________________<br>kictanet mailing list<br><a href="mailto:kictanet@lists.kictanet.or.ke">kictanet@lists.kictanet.or.ke</a><br><a href="http://lists.kictanet.or.ke/mailman/listinfo/kictanet" target="_blank">http://lists.kictanet.or.ke/mailman/listinfo/kictanet</a><br><br>This message was sent to: <a href="mailto:andrea.bohnstedt@ratio-magazine.com">andrea.bohnstedt@ratio-magazine.com</a><br>Unsubscribe or change your options at <a href="http://lists.kictanet.or.ke/mailman/options/kictanet/andrea.bohnstedt%40ratio-magazine.com" target="_blank">http://lists.kictanet.or.ke/mailman/options/kictanet/andrea.bohnstedt%40ratio-magazine.com</a><o:p></o:p></p></div><p class=MsoNormal style='margin-bottom:12.0pt'><br><br clear=all><br>-- <br><a href="http://ke.linkedin.com/in/andreabohnstedt" target="_blank"><span style='font-family:"Verdana","sans-serif"'>Andrea Bohnstedt</span></a><span style='font-family:"Verdana","sans-serif"'><br>Publisher<br>+254 720 960 322 <br><br><a href="http://www.ratio-magazine.com" target="_blank">www.ratio-magazine.com</a><br></span><a href="http://www.ratio-magazine.com/careers/index.php" target="_blank"><span style='font-family:"Verdana","sans-serif"'>Find/post East Africa careers</span></a><span style='font-family:"Verdana","sans-serif"'><br></span><a href="http://www.ratio-magazine.com/businessevents/index.php" target="_blank"><span style='font-family:"Verdana","sans-serif"'>Find/post conferences, workshops, trainings, other business events</span></a><span style='font-family:"Verdana","sans-serif"'><br><br><br></span><o:p></o:p></p></div></body></html>