Thanks Engineer for clarifying
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
What is the position of CCK on this matter?
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
Cheers
MM
From: John Kariuki
[mailto:ngethe.kariuki2007@yahoo.co.uk]
Sent: 01 January 2010 19:59
To: mureithi@summitstrategies.co.ke
Cc: KICTAnet ICT Policy Discussions
Subject: Re: [kictanet] customer service commitments from service
providers
|
MM,
After the
announcement of KCPE results on 29th , 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; -
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? -
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? -
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? Cheers Muriuki
Mureithi
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