I am ready to offer Customer Service advise to the ISPs pro bono. Interested ISPs; get in touch!
Best Regards,
Edwin M Onchari
0720755951
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 | www.idrc.ca | www.crdi.ca
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