Suraj, Njeri Rionge had sent around a couple of names in senior management yesterday - I'm sure she'd be happy to contact you privately and provide you with the email addresses. No, you're not alone. I tried to try out Zuku internet for my mini office, but it was a frustrating experience because although they were quick to pick up the cheque, we had to harrass them to then schedule the set up. In the end, I pulled the plug on this because they couldn't make it work as a wireless, and I also found that the response time and quality of their customer service would make it too risky - as a online publisher and analyst, I have to have a functioning internet connection.
From other people in my network, I have heard the same complaints about customer service - a couple of people are happy with the network quality, but if anything goes wrong, you're on your own.
I have Zuku TV and generally find that it's a good offer - I probably can't get that hopped up about disappearing channels (although that will change if HBO disappears) because it's not as crucial to my work and therefore livelihood as internet. Generally, customer service being what it is, I decided to only do business with people where I have a contact in senior management. That's not how it should be, but I'm being pragmatic here. So I pay more for internet, but I have the CEO's mobile number and yes, will get on his case if it doesn't work. On 17 March 2011 14:30, Shah, SurajX <surajx.shah@intel.com> wrote:
Hey Andrea
So I am not alone in my frustrations with ZUKU? Having been pissed around by Safaricom, I did not want a repeat with a new ISP provider so I did ask ZUKU to do a site test and they told me that they DON’T do that and in any case ASSURED me that I would have no problems with Lower Kabete road location. Like you I am also a sucker for punishment and have been calling them every so often thinking they will resolve the matter.
Does anyone know who the top management is? And contacts for them?
Suraj Shah
Corporate Affairs Manager
Intel Corporation
*From:* Andrea Bohnstedt [mailto:andrea.bohnstedt@ratio-magazine.com] *Sent:* Thursday, March 17, 2011 2:26 PM *To:* Shah, SurajX
*Cc:* KICTAnet ICT Policy Discussions *Subject:* Re: [kictanet] An Open Letter to Zuku
Any serious ISP will surely do a site test first before taking money.
I have been wondering about the disappearing channels, too, but right now, I'm not enough of a sucker for punishment to try and extract an answer from customer service. What I find irritating, too: I can't actually find a list of available channels. It'd be nice if that were posted on the website.
On 17 March 2011 13:54, Shah, SurajX <surajx.shah@intel.com> wrote:
I was wondering whether this would be the right forum to complain about the pathetic standards of ZUKU and their even worse Customer Service, until I saw this thread. I subscribed to their internet services on 27th Jan 2011, and paid upfront for all the equipment and monthly charges. The team came to install and realized that the base station nearest to me on Lower Kabete Road was full so they told me it was not possible to offer me internet services. Any chance of a refund? Several phone calls, a visit to their most unprofessional Customer Service office at Apic Centre and emails later still no refund. Is it even legal for ZUKU to hold on to my money for nearly 7 weeks for a service they did not even carry out?
On their TV cable service, since last year they have been dropping channels like CNN, Travel & Living etc on a daily basis WITHOUT ANY REPLACEMENT. Complaints to them results in the same monotonous answer: we will be bringing you new channels? When? It has been months! I paid for a year's subscription upfront in September 2010 based on what then seemed like a good variety of channels. Now 6 months later, if I had the chance I would ask for my money back! Again is it legal for ZUKU to go back on what they promised to air and charge customers money based on lies?
Suraj Shah Corporate Affairs Manager Intel Corporation
-----Original Message----- From: kictanet-bounces+surajx.shah=intel.com@lists.kictanet.or.ke [mailto: kictanet-bounces+surajx.shah=intel.com@lists.kictanet.or.ke] On Behalf Of kictanet-request@lists.kictanet.or.ke Sent: Thursday, March 17, 2011 9:21 AM To: Shah, SurajX Subject: kictanet Digest, Vol 46, Issue 68
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Today's Topics:
1. Re: An Open Letter to Zuku (Help me please!!!) (Edith Adera) 2. Re: Digital villages (robert yawe)
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Message: 1 Date: Wed, 16 Mar 2011 18:18:12 +0300 From: Edith Adera <eadera@idrc.or.ke> To: "brian@pixie.co.ke" <brian@pixie.co.ke> Cc: "sabiya.bagha@ke.wananchi.com" <sabiya.bagha@ke.wananchi.com>, "ida.aginga@ke.wananchi.com" <ida.aginga@ke.wananchi.com>, "sharon.kisia@ke.wananchi.com" <sharon.kisia@ke.wananchi.com>, "support@ke.wananchi.com" <support@ke.wananchi.com>, "zukucanhelp@gmail.com" <zukucanhelp@gmail.com>, "felix.sechero@ke.wananchi.com" <felix.sechero@ke.wananchi.com>, KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke>, "ruth.muturi@ke.wananchi.com" <ruth.muturi@ke.wananchi.com>, "poonam.pitrola@ke.wananchi.com" <poonam.pitrola@ke.wananchi.com>, "shelmith.njoki@ke.wananchi.com" <shelmith.njoki@ke.wananchi.com>, "supportbb@zuku.co.ke" <supportbb@zuku.co.ke>, "samson.bonyi@ke.wananchi.com" <samson.bonyi@ke.wananchi.com>, "jimmy.mbotela@ke.wananchi.com" <jimmy.mbotela@ke.wananchi.com> Subject: Re: [kictanet] An Open Letter to Zuku (Help me please!!!) Message-ID: < 46563326FAEDB04F92FED3DB099C98BB35EEBA682E@esaroms07.ESARO.IDRC.ORG> Content-Type: text/plain; charset="iso-8859-1"
It's strange that CCK never responds to issues on KICTANET list except the other day I saw an email from Christopher.
Does CCK have a consumer affairs department. Can complaint procedures be published? and QoS performance of all companies be made public?
I was just about to sign up to Zuku after the feedback we got from listers on broadband!
A consumer study we've just published points to serious complaints in the Internet market which are not being addressed.
Edith ________________ Edith Ofwona Adera Senior Program Specialist ICT4D Program and Climate Change & Water Program International Development Research Centre | Centre de recherches pour le d?veloppement international Regional Office for Eastern and Southern Africa Tel: +254202713160 | Fax/T?l?c: +254202711063 | Skype: edithadera eadera@idrc.or.ke<mailto:eadera@idrc.or.ke> | www.idrc.ca< http://www.idrc.ca/> | www.crdi.ca<http://www.crdi.ca/> ________________________________ From: 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] Sent: 15 March 2011 01:43 To: Edith Adera Cc: 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 Subject: [kictanet] An Open Letter to Zuku (Help me please!!!)
Hi,
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.
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 0.33Mbps. (This represents 3.75% of the speed that I am signed up for and is advertised by Zuku.)
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?
I am at my wits end. I don't know what else to do.
Below is a summary of some of the communication I have had with Zuku support since mid January.
---------------------- My Turbo 8 connection is has been experiencing slow speeds since Monday 24th January.
I also lost the TV signal from 23rd January until 7th February.
In one of the screenshots, you can see that packet loss on the first two hops is greater than 70%.
A work order number was raised: 298106.
In calls to support, I have been told:
1. That the problem is a node near my house in Lavington.
2. That the modem firmware is faulty.
3. That the modem is fine!
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?
5. That support teams would come on specifed days at specified times (They never bothered to show up or call!)
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.
7. That the support technician who finally came to my house lied 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.
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.
9. To purchase a router as the one that will be installed does not support wireless. (NOTE: The 8 Mbps package clearly states that wireless is part of the package so why should I have to buy one?)
10. That I will indeed be given a new Cable modem + wifi since I am still on Turbo 8. (February 16th)
11. That another technician will come over to check the internet and TV signal issue.
12. That the HD receiver and phone will be issued soon as they are in stock. (They have not been provided to date.)
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)
14. That you are working on a resolution for this matter and shall get back to me shortly. (February 18th)
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.
I have also been told:
1. That the receiver supplied is an SD Receiver which will be upgraded to the HD Receiver. 2. No phone set was supplied but will be brought as they out of stock (apparently since November last year). 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.
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).
Brian Ngure