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