I am ready to offer Customer Service advise to the ISPs pro bono. Interested ISPs; get in touch! Best Regards, Edwin M Onchari 0720755951 eonchari@lynxbits.com From: kictanet-bounces+eonchari=lynxbits.com@lists.kictanet.or.ke [mailto:kictanet-bounces+eonchari=lynxbits.com@lists.kictanet.or.ke] On Behalf Of Andrea Bohnstedt Sent: Thursday, March 17, 2011 2:57 PM To: Edwin Cc: supportbb@zuku.co.ke; KICTAnet ICT Policy Discussions Subject: Re: [kictanet] An Open Letter to Zuku (Help me please!!!) 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 | <http://www.idrc.ca/> www.idrc.ca | <http://www.crdi.ca/> www.crdi.ca Error! Filename not specified. _____ _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: andrea.bohnstedt@ratio-magazine.com Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/andrea.bohnstedt%40rati o-magazine.com -- <http://ke.linkedin.com/in/andreabohnstedt> Andrea Bohnstedt Publisher +254 720 960 322 www.ratio-magazine.com <http://www.ratio-magazine.com/careers/index.php> Find/post East Africa careers <http://www.ratio-magazine.com/businessevents/index.php> Find/post conferences, workshops, trainings, other business events