customer service commitments from service providers
After the announcement of KCPE results on 29th , 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
Muriuki, we surely deserve a refund. During those anxious moments, I sent five of them, costing me a whole 100 bob. But I only managed to get one response late in the night, by which time I had already spent more money contacting the school authorities. Someone out there ripped us off and should be made to pay back. Happy new year. Best, Zachary. --- Be the change you want to see in the world. --- On Thu, 31/12/09, muriuki mureithi <mureithi@summitstrategies.co.ke> wrote: From: muriuki mureithi <mureithi@summitstrategies.co.ke> Subject: [kictanet] customer service commitments from service providers To: zzachmbir@yahoo.com Cc: "KICTAnet ICT Policy Discussions" <kictanet@lists.kictanet.or.ke> Date: Thursday, 31 December, 2009, 19:08 After the announcement of KCPE results on 29th , 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 -----Inline Attachment Follows----- _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: zzachmbir@yahoo.com Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/zzachmbir%40yahoo.com
It is more than refund - it is IMPUNITY – the same principles and the dose we are asking Ocampo to give to the politicians. It is an opportunity for the sector to prove that it does not operate matatu style where anything goes. Parents and friends of KCPE students lost millions. KCSE is just round the corner and I wonder how the same stakeholders can convince Kenyans that they will be better prepared. CCK has the regulatory instruments and the mandate to instil discipline in the sector and eliminate conmanship , the operators have an obligation to clarify and refund, and of course the relevant service provider. It is also a great opportunity for the ICT consumer organisation to show a hand Cheers MM From: Zachary Ochieng [mailto:zzachmbir@yahoo.com] Sent: 31 December 2009 17:39 To: mureithi@summitstrategies.co.ke Cc: KICTAnet ICT Policy Discussions Subject: Re: [kictanet] customer service commitments from service providers Muriuki, we surely deserve a refund. During those anxious moments, I sent five of them, costing me a whole 100 bob. But I only managed to get one response late in the night, by which time I had already spent more money contacting the school authorities. Someone out there ripped us off and should be made to pay back. Happy new year. Best, Zachary. --- Be the change you want to see in the world. --- On Thu, 31/12/09, muriuki mureithi <mureithi@summitstrategies.co.ke> wrote: From: muriuki mureithi <mureithi@summitstrategies.co.ke> Subject: [kictanet] customer service commitments from service providers To: zzachmbir@yahoo.com Cc: "KICTAnet ICT Policy Discussions" <kictanet@lists.kictanet.or.ke> Date: Thursday, 31 December, 2009, 19:08 After the announcement of KCPE results on 29th , 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 -----Inline Attachment Follows----- _______________________________________________ kictanet mailing list <http://uk.mc505.mail.yahoo.com/mc/compose?to=kictanet@lists.kictanet.or.ke> kictanet@lists.kictanet.or.ke <http://lists.kictanet.or.ke/mailman/listinfo/kictanet> http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: <http://uk.mc505.mail.yahoo.com/mc/compose?to=zzachmbir@yahoo.com> zzachmbir@yahoo.com Unsubscribe or change your options at <http://lists.kictanet.or.ke/mailman/options/kictanet/zzachmbir%40yahoo.com> http://lists.kictanet.or.ke/mailman/options/kictanet/zzachmbir%40yahoo.com
It is more than refund - it is IMPUNITY – the same principles and the dose we are asking Ocampo to give to the politicians. It is an opportunity for the sector to prove that it does not operate matatu style where anything goes. Parents and friends of KCPE students lost millions. KCSE is just round the corner and I wonder how the same stakeholders can convince Kenyans that they will be better prepared. CCK has the regulatory instruments and the mandate to instil discipline in the sector and eliminate conmanship , the operators have an obligation to clarify and refund, and of course the relevant service provider. It is also a great opportunity for the ICT consumer organisation to show a hand Cheers MM From: Zachary Ochieng [mailto:zzachmbir@yahoo.com] Sent: 31 December 2009 17:39 To: mureithi@summitstrategies.co.ke Cc: KICTAnet ICT Policy Discussions Subject: Re: [kictanet] customer service commitments from service providers Muriuki, we surely deserve a refund. During those anxious moments, I sent five of them, costing me a whole 100 bob. But I only managed to get one response late in the night, by which time I had already spent more money contacting the school authorities. Someone out there ripped us off and should be made to pay back. Happy new year. Best, Zachary. --- Be the change you want to see in the world. --- On Thu, 31/12/09, muriuki mureithi <mureithi@summitstrategies.co.ke> wrote: From: muriuki mureithi <mureithi@summitstrategies.co.ke> Subject: [kictanet] customer service commitments from service providers To: zzachmbir@yahoo.com Cc: "KICTAnet ICT Policy Discussions" <kictanet@lists.kictanet.or.ke> Date: Thursday, 31 December, 2009, 19:08 After the announcement of KCPE results on 29th , 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 -----Inline Attachment Follows----- _______________________________________________ kictanet mailing list <http://uk.mc505.mail.yahoo.com/mc/compose?to=kictanet@lists.kictanet.or.ke> kictanet@lists.kictanet.or.ke <http://lists.kictanet.or.ke/mailman/listinfo/kictanet> http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: <http://uk.mc505.mail.yahoo.com/mc/compose?to=zzachmbir@yahoo.com> zzachmbir@yahoo.com Unsubscribe or change your options at <http://lists.kictanet.or.ke/mailman/options/kictanet/zzachmbir%40yahoo.com> http://lists.kictanet.or.ke/mailman/options/kictanet/zzachmbir%40yahoo.com
MM, The issue you raise are clearly very fundamental and need need careful attention. As a parallel example: If I call you in whichever network in whatever country and I do not reach you, then I do not expect to be charged. It matters little that I used systems of different providers! --- On Thu, 31/12/09, muriuki mureithi <mureithi@summitstrategies.co.ke> wrote: From: muriuki mureithi <mureithi@summitstrategies.co.ke> Subject: [kictanet] customer service commitments from service providers To: ngethe.kariuki2007@yahoo.co.uk Cc: "KICTAnet ICT Policy Discussions" <kictanet@lists.kictanet.or.ke> Date: Thursday, 31 December, 2009, 10:08 After the announcement of KCPE results on 29th , 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 -----Inline Attachment Follows----- _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: ngethe.kariuki2007@yahoo.co.uk Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/ngethe.kariuki2007%40ya...
Thanks Engineer for clarifying Safaricom customer service referred me to a service provider and I declined because once they accept to extend the service it is their duty complete to my satisfaction and then charge me for the service else refund What is the position of CCK on this matter? To me it is not just the money but the commitment we make to drive this country to a knowledge society where ICT is infrastructure that we can trust to deliver Cheers MM From: John Kariuki [mailto:ngethe.kariuki2007@yahoo.co.uk] Sent: 01 January 2010 19:59 To: mureithi@summitstrategies.co.ke Cc: KICTAnet ICT Policy Discussions Subject: Re: [kictanet] customer service commitments from service providers MM, The issue you raise are clearly very fundamental and need need careful attention. As a parallel example: If I call you in whichever network in whatever country and I do not reach you, then I do not expect to be charged. It matters little that I used systems of different providers! --- On Thu, 31/12/09, muriuki mureithi <mureithi@summitstrategies.co.ke> wrote: From: muriuki mureithi <mureithi@summitstrategies.co.ke> Subject: [kictanet] customer service commitments from service providers To: ngethe.kariuki2007@yahoo.co.uk Cc: "KICTAnet ICT Policy Discussions" <kictanet@lists.kictanet.or.ke> Date: Thursday, 31 December, 2009, 10:08 After the announcement of KCPE results on 29th , 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 -----Inline Attachment Follows----- _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke <http://lists.kictanet.or.ke/mailman/listinfo/kictanet> http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: ngethe.kariuki2007@yahoo.co.uk Unsubscribe or change your options at <http://lists.kictanet.or.ke/mailman/options/kictanet/ngethe.kariuki2007%40yahoo.co.uk> http://lists.kictanet.or.ke/mailman/options/kictanet/ngethe.kariuki2007%40ya...
participants (3)
-
John Kariuki -
muriuki mureithi -
Zachary Ochieng