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)


----------------------------------------------------------------------

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
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Message: 2
Date: Thu, 17 Mar 2011 05:53:56 +0000 (GMT)
From: robert yawe <robertyawe@yahoo.co.uk>
To: Kictanet Mail list <kictanet@lists.kictanet.or.ke>
Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke>
Subject: Re: [kictanet] Digital villages
Message-ID: <460234.75947.qm@web27807.mail.ukl.yahoo.com>
Content-Type: text/plain; charset="iso-8859-1"

Dr. Ndemo,


Some of us on this list have experience in setting up and operating cyber cafes
of which I am sure the Digital Villages are similar, any chance you could share
with us some of the business proposals for our input.

I would be more than willing to offer my experience to improve the business plan
and execution and I am sure there are others here who would also be willing, CSR
needs to go below the large corporates to all who can give back.

This will be my contribution by going beyond rhetoric to offering solutions and
adding actual value.

We can treat them like MBA case study scenarios.

Regards
 Robert Yawe
KAY System Technologies Ltd
Phoenix House, 6th Floor
P O Box 55806 Nairobi, 00200
Kenya


Tel: +254722511225, +254202010696




________________________________
From: "bitange@jambo.co.ke" <bitange@jambo.co.ke>
To: robert yawe <robertyawe@yahoo.co.uk>
Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke>
Sent: Tue, 15 March, 2011 19:19:41
Subject: Re: [kictanet] Digital villages

Robert

I have been informed that the applicants for DV loan  facilities have given
fairly good business plans and many of them are experienced cyber owners
including some who are already supporting operators in money transfer and other
businesses.

We have informed family bank to pay special attention to experienced applicants
while still maintaining world bank requirement.

Ndemo.


Sent from my BlackBerry?
________________________________

From:  robert yawe <robertyawe@yahoo.co.uk>
Date: Tue, 15 Mar 2011 16:05:23 +0000 (GMT)
To: <bitange@jambo.co.ke>
Cc: KICTAnet ICT Policy Discussions<kictanet@lists.kictanet.or.ke>
Subject: Re: [kictanet] Digital villages

Hi,

It is unfortunate that this is too late but if the government was able to cancel
the agreement with the WB for the Mombasa Road "over pass" project why can't we
stop this one so as to make sure that the country gets the maximum return?

Regards
 Robert Yawe
KAY System Technologies Ltd
Phoenix House, 6th Floor
P O Box 55806 Nairobi, 00200
Kenya


Tel: +254722511225, +254202010696




________________________________
From: "bitange@jambo.co.ke"  <bitange@jambo.co.ke>
To: robert yawe <robertyawe@yahoo.co.uk>
Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke>
Sent: Mon, 14 March, 2011 20:36:18
Subject: Re: [kictanet] Digital villages

Robert,
Your proposal makes a lot more sense but it comes too late after we developed
the structure with the WB.  We sell this variant idea to the operators and also
attempt to vary phase 2 of WB.

Ndemo.


Sent from my BlackBerry?
________________________________

From:  robert yawe <robertyawe@yahoo.co.uk>
Date: Thu, 10 Mar 2011 08:42:26 +0000 (GMT)
To: <bitange@jambo.co.ke>
Cc: KICTAnet ICT Policy Discussions<kictanet@lists.kictanet.or.ke>
Subject: Re: [kictanet] Digital villages

PS Ndemo,

I just have one issue with how the whole DV and its aliases are being
implemented and that is dealing with inexperienced people to set them up.

My suggestion would  be that to roll out faster and increase the likelihood of
success we need to look at first empowering existing cyber and other business
center operators as they already have the entrepreneurial spirit, are already
meeting their basic needs and understand business.

To bring in the youth we can implement an interesting approach that is being
done in South Africa where those interested in getting funds to venture into a
specific industry receive apprentice type training by being attached to an
operating business.   Part of the loan/grant is used to pay their salaries while
they are attached (KEPSA & GOK have a similar project) the rest will then be
given to them to actually start the business. Companies have realised that this
is not creating competition but actually developing a franchise operator or a
distributor.

In the same way the existing cyber cafe operators after being empowered would
then be required to take on the Youth who will receive practical experience
before being let out to setup on their own.

Regards
 Robert Yawe
KAY System Technologies Ltd
Phoenix House, 6th Floor
P O Box 55806 Nairobi, 00200
Kenya


Tel: +254722511225, +254202010696




________________________________
From: "bitange@jambo.co.ke" <bitange@jambo.co.ke>
To: robertyawe@yahoo.co.uk
Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke>
Sent: Tue, 8 March, 2011 8:20:31
Subject: Re: [kictanet] Digital villages

Cynicism and negativity will take us nowhere.  Simply ask where these DVs
are and you will be shown.

Ndemo.




> I am just wondering, is the digital villages, BPO and other grand
> initiatives that have since stalled as a result of GOK is  diverting funds
> to
> political initiatives instead? E.g. shuttle diplomacies!
>
>
>
> Best Regards,
>
>
>
> Edwin
>
> From: kictanet-bounces+eonchari=lynxbits.com@lists.kictanet.or.ke
> [mailto:kictanet-bounces+eonchari=lynxbits.com@lists.kictanet.or.ke] On
> Behalf Of warigia bowman
> Sent: Monday, March 07, 2011 3:47 PM
> To: Edwin
> Cc: KICTAnet ICT Policy Discussions
> Subject: Re: [kictanet] Digital villages
>
>
>
> Hi all,
>
> I did try to visit a digital visit in Sagana with little success. If the
> PS
> can kindly give me  a clear list of digital villages, including location,  a
> contact person, and a cell phone, I would really like to visit as many as
> possible and report back to you. If any Kenyan academic would like to
> coauthor a paper on the same, I would enjoy that. Please contact me. .
>
> Sincerely, Warigia
>
> On Mon, Mar 7, 2011 at 12:30 PM, George Nyabuga <gnyabuga@uonbi.ac.ke>
> wrote:
>
> In January 2007, the Nation published the story (below) indicating that
> the government was in the process of setting up digital villages across
> the country. What happened to these digital villages and plans? Dr Bitange
> Ndemo, Paul Kokubo and others were reported to have been driving this
> process. But as far as I know there are hardly any 'digital villages' in
> the 210 constituencies. Empty promises?
>
>  George
>
>
> Story by JUSTUS ONDARI
> Publication Date: 8/01/2007
>
> Several communication firms will jointly set up hubs in villages around
> the country, in project meant to close the huge gap in Internet access
> between rural and urban areas.
> In the first phase of the programme, Telkom Kenya, Kenya Data Network and
> Popote Wireless will each establish digital villages in 54 constituencies
> under an initiative that aims to cover the remaining 156 constituencies by
> December this year.
> The Government will subsidise broadband access for the villages under a
> Sh670 million World Bank loan, that seeks to stimulate demand for
> broadband uptake over a three year period. Entrepreneurs will get credit
> through the Youth Fund to buy the locally assembled computers going for an
> average of Sh25,000 a piece. The initiative, known as Rural  Digital
> Village "Marshall Plan", also aims to rope in mobile service providers,
> Safaricom and Celtel Kenya.
> The two have already agreed, in principal, to take part in the first phase
> of the programme, said Mr Peter Kimacia, one of the coordinators of the
> initiative. Mr Kimacia is the chief executive of ICTvillage.com, an
> industry-driven Web site and business lobby that aims to make Kenya the
> information and communication technology (ICT) hub of Africa.
> "At the end of Phase Two of the initiative in December 2008, each of the
> telecommunications service providers will have at least a digital village
> in all the 210 constituencies in the country," he said.
> He was speaking at the Nairobi Serena Hotel during the launch of the
> initiative.
> Launching the concept, Information and Communications permanent secretary,
> Bitange Ndemo said each of the  constituencies will have a digital centre,
> two digital schools, and four digital kiosks within the next 100 days
> under what he called a "Rapid Results Response".
> A digital centre will have between 10 and 20 computers, while a digital
> school will have five to 10 computers, and a digital kiosk one to five
> computers.
> Also present at the launch were Information and Communication Assistant
> minister David Were and permanent secretaries David Nalo (Trade and
> Industry), and Kinuthia Murugu (Youth Affairs).
> The programme will be overseen by the newly appointed Kenya Information
> and Communication Technology Board chaired by Ms Catherine Ngahu, and
> managing director, Paul Kokubo of 3Mice Interactive Media Limited.
> The villages will offer services like data collection, cyber cafes,
> training and merchandising. Other services are business outsourcing,
>  franchising and bureau services.
>
>
>
> --
> Dr George Nyabuga
> Associate Director
> School of Journalism & Mass Communication
> University of Nairobi
> Education Building
> Harry Thuku Road
> PO Box 30197 - 00100
> Nairobi, Kenya
> Tel: +254(0)20 318262 Fax: +254(0)20 2229168
> Mobile: +254 (0)72151 6573
> Email: gnyabuga@uonbi.ac.ke, gnyabuga@yahoo.co.uk
> www.uonbi.ac.ke
>
>
>
> -----------------------------------------
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>
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> all
> its clients. The University will monitor and review its quality
> performance
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> Management System based on ISO 9001:2008 standard.
>
> University of Nairobi Website: http://www.uonbi.ac.ke/
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>
>
>_______________________________________________
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Branch office of Intel South Africa Corporation
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Western Service Road, Woodmead, 2148
Johannesburg, South Africa

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A Corporation registered in Delaware, USA
Registered Office: 1209 Orange Street, Wilmington, Delaware 19801, USA
Registered No: 2501764

This e-mail and any attachments may contain confidential material for
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by others is strictly prohibited. If you are not the intended
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