What I actually find astonishing is that there hasn&#39;t been a response from someone at Zuku on this list yet. <br><br><div class="gmail_quote">On 17 March 2011 08:59, Francis Hook <span dir="ltr">&lt;<a href="mailto:francis.hook@gmail.com">francis.hook@gmail.com</a>&gt;</span> wrote:<br>
<blockquote class="gmail_quote" style="margin: 0pt 0pt 0pt 0.8ex; border-left: 1px solid rgb(204, 204, 204); padding-left: 1ex;">Yes, it was I who queried what merits discussion on Kictanet and whether it should be a conduit for customer service issues.   <div>
<br></div><div>Well, I&#39;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.   <div>

<br></div><div>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?   </div>

<div><br></div><div>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).</div>
<div class="im">
<div><br></div><div><br><br><div class="gmail_quote">On 16 March 2011 18:18, Edith Adera <span dir="ltr">&lt;<a href="mailto:eadera@idrc.or.ke" target="_blank">eadera@idrc.or.ke</a>&gt;</span> wrote:<br><blockquote class="gmail_quote" style="margin: 0pt 0pt 0pt 0.8ex; border-left: 1px solid rgb(204, 204, 204); padding-left: 1ex;">







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<div dir="ltr"><font color="#000000" face="Tahoma" size="2">It&#39;s strange that CCK never responds to issues on KICTANET list except the other day I saw an email from Christopher.</font></div>
<div dir="ltr"><font face="tahoma" size="2"></font> </div>
<div dir="ltr"><font face="tahoma" size="2">Does CCK have a consumer affairs department. Can complaint procedures be published? and QoS performance of all companies be made public?
</font></div>
<div dir="ltr"><font face="tahoma" size="2"></font> </div>
<div dir="ltr"><font face="tahoma" size="2">I was just about to sign up to Zuku after the feedback we got from listers on broadband!</font></div>
<div dir="ltr"><font face="tahoma" size="2"></font> </div>
<div dir="ltr"><font face="tahoma" size="2">A consumer study we&#39;ve just published points to serious complaints in the Internet market which are not being addressed.</font></div>
<div dir="ltr"><font face="tahoma" size="2"></font> </div>
<div dir="ltr"><font face="tahoma" size="2">Edith</font></div>
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<div><font face="Tahoma" size="2"><span style="font-size: 10pt;">
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<b><span style="font-size: 10pt; color: rgb(31, 73, 125); line-height: 115%;"><span>________________                                   
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<p class="MsoNormal" style="margin: 0in 0in 0pt; line-height: 115%;"><font color="#000000"><b><span style="font-size: 10pt; color: rgb(31, 73, 125); line-height: 115%;"><font color="#000000">Edith
 Ofwona Adera</font> </span></b><span style="color: black;"></span></font></p>
<p class="MsoNormal" style="margin: 0in 0in 0pt; line-height: 115%;"><span style="font-size: 10pt; color: rgb(31, 73, 125); line-height: 115%;"><font color="#000000">Senior Program Specialist
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<p class="MsoNormal" style="margin: 0in 0in 0pt; line-height: 115%;"><span style="font-size: 10pt; color: rgb(31, 73, 125); line-height: 115%;" lang="FR-CA"><font color="#000000">International
 Development Research Centre | Centre de recherches pour le développement international</font></span></p>
<p class="MsoNormal" style="margin: 0in 0in 0pt; line-height: 115%;"><span style="font-size: 10pt; color: rgb(0, 32, 96); line-height: 115%;" lang="EN-CA"><font color="#000000">Regional Office for Eastern
 and Southern Africa</font></span></p>
<p class="MsoNormal" style="margin: 0in 0in 0pt; line-height: 115%;"><span style="font-size: 10pt; color: rgb(31, 73, 125); line-height: 115%;" lang="FR-CA"><font color="#000000">Tel:
 +254202713160 | Fax/Téléc: +254202711063 | Skype: edithadera</font></span></p>
<p class="MsoNormal" style="margin: 0in 0in 0pt; line-height: 115%;"><span style="font-size: 10pt; color: rgb(31, 73, 125); line-height: 115%;" lang="FR-CA"><a href="mailto:eadera@idrc.or.ke" target="_blank">eadera@idrc.or.ke</a>
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 | </span><a href="http://www.crdi.ca/" target="_blank"><span style="font-size: 10pt; color: rgb(31, 73, 125); line-height: 115%;" lang="FR-CA">www.crdi.ca</span></a></p>
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