I've had Zuku for about two years. I was frustrated at the installation because of their slowness which took three full days to finalize. After that services were good for about a year. Then at some point last year, they increased their internet charges under the guise of better speeds. It has become slower than before and with more frequent downtime than I care to remember. The customer care hasn't been rude but the services are poor with the typical behaviour of a monopoly. I think their triple play, especially the TV and internet beat is affordable to most people and thus gives them a kind of monopoly, no wonder they do not care to improve the quality of their services. Perhaps the regulator should look into these complaints and hold them to account. 

Regards
Beryl

On Fri, Apr 29, 2016 at 4:36 PM, mando mando via kictanet <kictanet@lists.kictanet.or.ke> wrote:
Lucky you Bernard. I've given up on Zuku after years of hanging in there. This is my last month with them. Key issue? They don't deliver what they sell you and a lying and rude customer care.
From: Bernard Kioko via kictanet
Sent: ‎29/‎04/‎2016 16:06
To: mando.opole@gmail.com
Cc: Bernard Kioko
Subject: Re: [kictanet] Zuku Support

Zuku team of tour showed up today and addressed the challenges. All seems fine now. As I said, when its working, it works. When it breaks down the frustration is unbearable.

 

From: kictanet [mailto:kictanet-bounces+bkioko=bernsoft.com@lists.kictanet.or.ke] On Behalf Of Joseph Amuke via kictanet
Sent: Friday, April 29, 2016 2:45 PM
To: bkioko@bernsoft.com
Cc: Joseph Amuke
Subject: Re: [kictanet] Zuku Support

 

I installed Zuku last December and only used for one month. Since them I have been off. I eventually move on after the poor customer service I receive. The customer is king

On Thursday, April 28, 2016, John Gitau via kictanet <kictanet@lists.kictanet.or.ke> wrote:

Ive reached a point where for internet services i feel like i have enough choice to not take bad service lying down. Unless they have a really good reason i terminate service at the second time i see an outage.

My wallet votes and i get peace of mind. What i want fron this isps next is  pay on demand or pay per use or 95th percentile billing -  why because 3 of you have cables to my house +4g ; compete there activate new services selling me bandwidth and failing at it is just plain 19th century

On 28 Apr 2016 16:17, "franc MWANGI via kictanet" <kictanet@lists.kictanet.or.ke> wrote:

 

Simple, Zuku's courting is "Top Notch" they start with impression that is second to none. They 'box' you as a client and then get complacent. Its now three weeks and they can't address my 'speed issue'.  I also have an experience with their twitter lies. 

Franc Mwangi

 

On Thursday, April 28, 2016 3:12 PM, Bernard Kioko via kictanet <kictanet@lists.kictanet.or.ke> wrote:

 

My issue is actually how they handle me when a problem arises. When service is working all is good. The frustration when something is wrong is what is unbearable.

 

From: kictanet [mailto:kictanet-bounces+bkioko=bernsoft.com@lists.kictanet.or.ke] On Behalf Of DigitalTVAfrica via kictanet
Sent: Thursday, April 28, 2016 2:40 PM
To: bkioko@bernsoft.com
Cc: DigitalTVAfrica
Subject: Re: [kictanet] Zuku Support

 

I am a happy Zuku customer and believe the Zuku experience varies significantly with your location within the city. My connection has been quite reliable and they fixed issues quite fast. They need to give a consistent experience and improve the fault resolution times.


Digital Television policy, regulation and technology in Africa on issues relating to Consumers, Content and Coverage. 

 

On Thu, Apr 28, 2016 at 1:49 PM, waudo siganga via kictanet <kictanet@lists.kictanet.or.ke> wrote:


I also use Zuku and they have had problems the whole week.


On Thu, Apr 28, 2016, at 12:15 PM, Bernard Kioko via kictanet wrote:
> Hi listers,
>
> My experience with Zuku is very frustrating last three days. We have
> reported a problem to them and they have promised to send a technician to
> us. Three days now but no one has showed up. In effect losing 3 days of
> valuable time.
>
> What is your experience or do people just switch service providers from
> such?
>
> If anyone in this list works for Zuku and is concerned, you have my
> email.
>
>
>
>
> --
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> contact
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KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.

 

 



This e-mail and any attachments may contain information that is confidential, legally privileged and protected by law and is intended for the sole use of the named recipient(s). Any unauthorized review, use, or disclosure or distribution is prohibited. Any liability (in negligence or otherwise) arising from any third party acting, or refraining from acting on any information contained in this email is hereby excluded. If you are not the intended recipient, please delete the contents and notify the sender immediately; do not disclose the contents to any other person, use it for any purpose or store or copy the information in any medium. Whilst our e-mails are checked for viruses, we cannot guarantee that this message or any attachment is virus free, does not contain malicious code or is incompatible with your electronic system and the Company does not accept liability in respect of viruses, malicious code or any related problems that you might experience. For further information about us, please contact us at the address indicated below.


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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.

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--
Beryl
***********************************************
 Darkness cannot put out the Light. It can only make God brighter. —Author Unknown.