After the announcement of KCPE results on 29^th , I and I believe many other Kenyans sent sms’s through 2228 to get the results without success . for each sums I sent I discharged my obligation and was charged ksh20 to get service. After 5hrs I got responses from 2 sms’s but for all the other sms, I never got a response and I have not been refunded the money deducted . Some customer service issues arise;

- 1) when is a service deemed to have been rendered by a service provider? Can a service provider delay a response for 5 hrs and claim to have provided a service?

- 2)my contract for cellular service is to Safaricom who charged me for all the sms I sent, when I called the customer service I was told the failure belonged to a service provider contracted by KNEC and could I call them. I declined to call them because I have no contractual relations with them. What is the obligation of the cellular operator when they charge on behalf of a third party who does not provide the service?

- 3) Examination results by there scale provide the best platform to show that the ICT system have come of age. KCPE was a great platform, KCSE is just round the corner , what went wrong and what strategies are being put in place to avoid such terrible failures in future?

Cheers

Muriuki Mureithi