I am on of those people who's happy with Zuku's service. The internet part of it. The customer care side on the other hand drives my blood pressure up a notch. The fact that we haven't heard from them on the list is an indicator of a culture problem in the organisation. Providing an exceptional customer experience doesn't seem to rank very high on their priority list. Their IVR system is another good indicator. The last three or four referrals I sent their way went to their competitors because they couldn't get through to sales. My last few attempts to contact support or billing have been pointless. From what I have read on this thread so far it's clear the biggest problem at Zuku is on the 'people' side.


Kind regards,

 

Muchiri Nyaggah

Director

@muchiri

+254 722 506400

Semacraft.com

 

 


 

 





On Thu, Mar 17, 2011 at 2:57 PM, Andrea Bohnstedt <andrea.bohnstedt@ratio-magazine.com> wrote:
What I actually find astonishing is that there hasn't been a response from someone at Zuku on this list yet.

On 17 March 2011 08:59, Francis Hook <francis.hook@gmail.com> wrote:
Yes, it was I who queried what merits discussion on Kictanet and whether it should be a conduit for customer service issues.   

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.   

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?   

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).



On 16 March 2011 18:18, Edith Adera <eadera@idrc.or.ke> wrote:
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 développement international

Regional Office for Eastern and Southern Africa

Tel: +254202713160 | Fax/Téléc: +254202711063 | Skype: edithadera

eadera@idrc.or.ke | www.idrc.ca | www.crdi.ca


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