Thank you Njeri. On Wed, Mar 16, 2011 at 10:54 AM, Njeri <njeri.rionge@igniteconsulting.co.ke

wrote:

Morning,

I have passed this open letter to the Top Management team for their action to respond and resolve.

We sincerely regret your poor service experience.

Sent from my iPhone.

Njeri

www.njeri-rionge.com

On Mar 15, 2011, at 1:43, Brian Ngure <brian@pixie.co.ke> wrote:

Hi,

I would like to bring to attention the extremely poor service provided by Zuku. The quality of service has steadily declined. Emails to customer support are now totally ignored.

When I subscribed to the "Turbo 8" bundle from Zuku, I was informed that the speed would be maintained at a minimum of 70% to 80% (approximately 5Mbps - 6Mbps). However, the down speed on my 8Mbps Turbo 8 fibre link is now *0.33Mbps*. (This represents *3.75%* of the speed that I am signed up for and is advertised by Zuku.)

Is there a body that performs routine checks on quality of service? e.g. CCK? And if so, is there a specified procedure that one should follow? Also, if a complaint is filed, is it acted upon? Has anyone on this list filed a complaint and a solution has been found?

I am at my wits end. I don't know what else to do.

Below is a summary of some of the communication I have had with Zuku support since mid January.

---------------------- * My Turbo 8 connection is has been experiencing slow speeds since Monday 24th January.

I also lost the TV signal from 23rd January until 7th February.

In one of the screenshots, you can see that packet loss on the first two hops is greater than 70%.

A work order number was raised: 298106.

In calls to support, I have been told:

1. That the problem is a node near my house in Lavington.

2. That the modem firmware is faulty.

3. That the modem is fine!

4. That the 8Mbps package is a shared bandwith, BUT SPEEDS OF 0.3Mbps to a maximum of 1.2Mbps on an 8 Mbps link?

5. That support teams would come on specifed days at specified times (They never bothered to show up or call!)

6. That there is an issue with the main line and the issue has been escalated to our maintenance team who are working to resolve the matter.

7. That the support technician who finally came to my house lied and said everything is ok even though my TV signal (which finally came back on its own) still was jerky and the internet speed was 1.2 Mbps Down and 0.8 Mbps Up. My maximum download was 80 - 100kbps download and an average of 40-60kbps. This is supposed to be an 8Mbps link.

8. That the wifi modem would have to be changed to one that does not have wireless and that this will resolve the current issue.

9. To purchase a router as the one that will be installed does not support wireless. (NOTE: The 8 Mbps package clearly states that wireless is part of the package so why should I have to buy one?)

10. That I will indeed be given a new Cable modem + wifi since I am still on Turbo 8. (February 16th)

11. That another technician will come over to check the internet and TV signal issue.

12. That the HD receiver and phone will be issued soon as they are in stock. (They have not been provided to date.)

13. That it was a mis-communication on the previous mail and that you need to change the modem but to one without the Wifi and that I should tell you if I have purchased the router for the wifi! (Again, the Turbo 8 package is advertised as coming with wifi) (February 17th)

14. That you are working on a resolution for this matter and shall get back to me shortly. (February 18th)

I have noticed that packet loss on the link is very high (sometimes between 60% to 80%). I have sent emails with this information which has been totally ignored.

I have also been told:

1. That the receiver supplied is an SD Receiver which will be upgraded to the HD Receiver. 2. No phone set was supplied but will be brought as they out of stock (apparently since November last year). 3. That they have just received the HD decoders and telephone which will be installed soon (I was told this on the 27th of January) once they have been integrated into our system.

* It's March 15th and guess what, I'm still waiting for a solution to these problems. We (Kenya) plan to be the ICT hub for East and Southern Africa, with all the plans in place for the ICT city (Malili). If this is a sample of things to come in regards to customer service and quality of service.... well I suppose you can guess what our potential audience will think of us (Kenya).

Brian Ngure

<1.png>

<2.png>

<3.png>

<4.png>

<5.png>

<6.png>

<7.png>

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-- Regards Brian Ngure

Richard Bell - Group CEO Peter Reinartz - MD Retail Serena Davis - Chief Commercial Officer Sent from my iPhone. Njeri www.njeri-rionge.com On Mar 16, 2011, at 11:29, Andrea Bohnstedt <andrea.bohnstedt@ratio-magazine.com

wrote:

Who *is* senior management at Zuku these days? I remember that the previous head of customer service left, and Suhayl kindly gave me the email address of his successor, but my last email went unanswered, too.

On 16 March 2011 10:54, Njeri <njeri.rionge@igniteconsulting.co.ke> wrote: Morning,

I have passed this open letter to the Top Management team for their action to respond and resolve.

We sincerely regret your poor service experience.

Sent from my iPhone.

Njeri

www.njeri-rionge.com

On Mar 15, 2011, at 1:43, Brian Ngure <brian@pixie.co.ke> wrote:

...

Hi,

I would like to bring to attention the extremely poor service provided by Zuku. The quality of service has steadily declined. Emails to customer support are now totally ignored.

When I subscribed to the "Turbo 8" bundle from Zuku, I was informed that the speed would be maintained at a minimum of 70% to 80% (approximately 5Mbps - 6Mbps). However, the down speed on my 8Mbps Turbo 8 fibre link is now 0.33Mbps. (This represents 3.75% of the speed that I am signed up for and is advertised by Zuku.)

Is there a body that performs routine checks on quality of service? e.g. CCK? And if so, is there a specified procedure that one should follow? Also, if a complaint is filed, is it acted upon? Has anyone on this list filed a complaint and a solution has been found?

I am at my wits end. I don't know what else to do.

Below is a summary of some of the communication I have had with Zuku support since mid January.

---------------------- My Turbo 8 connection is has been experiencing slow speeds since Monday 24th January.

I also lost the TV signal from 23rd January until 7th February.

In one of the screenshots, you can see that packet loss on the first two hops is greater than 70%.

A work order number was raised: 298106.

In calls to support, I have been told:

1. That the problem is a node near my house in Lavington.

2. That the modem firmware is faulty.

3. That the modem is fine!

4. That the 8Mbps package is a shared bandwith, BUT SPEEDS OF 0.3Mbps to a maximum of 1.2Mbps on an 8 Mbps link?

5. That support teams would come on specifed days at specified times (They never bothered to show up or call!)

6. That there is an issue with the main line and the issue has been escalated to our maintenance team who are working to resolve the matter.

7. That the support technician who finally came to my house lied and said everything is ok even though my TV signal (which finally came back on its own) still was jerky and the internet speed was 1.2 Mbps Down and 0.8 Mbps Up. My maximum download was 80 - 100kbps download and an average of 40-60kbps. This is supposed to be an 8Mbps link.

8. That the wifi modem would have to be changed to one that does not have wireless and that this will resolve the current issue.

9. To purchase a router as the one that will be installed does not support wireless. (NOTE: The 8 Mbps package clearly states that wireless is part of the package so why should I have to buy one?)

10. That I will indeed be given a new Cable modem + wifi since I am still on Turbo 8. (February 16th)

11. That another technician will come over to check the internet and TV signal issue.

12. That the HD receiver and phone will be issued soon as they are in stock. (They have not been provided to date.)

13. That it was a mis-communication on the previous mail and that you need to change the modem but to one without the Wifi and that I should tell you if I have purchased the router for the wifi! (Again, the Turbo 8 package is advertised as coming with wifi) (February 17th)

14. That you are working on a resolution for this matter and shall get back to me shortly. (February 18th)

I have noticed that packet loss on the link is very high (sometimes between 60% to 80%). I have sent emails with this information which has been totally ignored.

I have also been told:

1. That the receiver supplied is an SD Receiver which will be upgraded to the HD Receiver. 2. No phone set was supplied but will be brought as they out of stock (apparently since November last year). 3. That they have just received the HD decoders and telephone which will be installed soon (I was told this on the 27th of January) once they have been integrated into our system.

It's March 15th and guess what, I'm still waiting for a solution to these problems. We (Kenya) plan to be the ICT hub for East and Southern Africa, with all the plans in place for the ICT city (Malili). If this is a sample of things to come in regards to customer service and quality of service.... well I suppose you can guess what our potential audience will think of us (Kenya).

Brian Ngure <1.png> <2.png> <3.png>

...

<4.png> <5.png> <6.png> <7.png> _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet

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www.ratio-magazine.com Find/post East Africa careers Find/post conferences, workshops, trainings, other business events

Hi Patricia, I have since been contacted by Wananchi and I have been told that the top management team have been alerted to this issue. I am willing to give them another chance to resolve the issue. If it is not resolved, I will definitely send you an email. Thanks On Wed, Mar 16, 2011 at 12:53 PM, Muchiri, Patricia <Muchiri@cck.go.ke>wrote:

Brian ,

Please send a formal complaint to CCK on chukuahatua@cck.go.ke .We handle consumer complaints where there has been failure to get redress from the primary service provider.

Regards ,

Patricia Muchiri -Assistant Director

Consumer Affairs Division

Communications Commission of Kenya

Tel: +254 20 4242412/413

Mobile: +254 722 836 959

Fax: +254 20 4242411

P.O Box 14448, Nairobi

00800

Nairobi

KENYA

Email: muchiri@cck.go.ke

Website:http://www.cck.go.ke

Disclaimer:

This email and any files transmitted with it are confidential and intended solely for the use by the individual(s) or entity to whom it is addressed to. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Additionally, if you have received this email in error please notify the sender immediately by a reply e-mail.

Patricia Muchiri -Assistant Director

Consumer Affairs Division

Communications Commission of Kenya

Tel: +254 20 4242412/413

Mobile: +254 722 836 959

Fax: +254 20 4242411

P.O Box 14448, Nairobi

00800

Nairobi

KENYA

Email: muchiri@cck.go.ke

Website:http://www.cck.go.ke

Disclaimer:

This email and any files transmitted with it are confidential and intended solely for the use by the individual(s) or entity to whom it is addressed to. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Additionally, if you have received this email in error please notify the sender immediately by a reply e-mail.

*From:* kictanet-bounces+muchiri=cck.go.ke@lists.kictanet.or.ke [mailto: kictanet-bounces+muchiri=cck.go.ke@lists.kictanet.or.ke] *On Behalf Of *Brian Ngure *Sent:* Tuesday, March 15, 2011 1:44 AM *To:* Muchiri, Patricia *Cc:* sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; poonam.pitrola@ke.wananchi.com; ruth.muturi@ke.wananchi.com; sharon.kisia@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com; KICTAnet ICT Policy Discussions *Subject:* [kictanet] An Open Letter to Zuku (Help me please!!!)

Hi,

I would like to bring to attention the extremely poor service provided by Zuku. The quality of service has steadily declined. Emails to customer support are now totally ignored.

When I subscribed to the "Turbo 8" bundle from Zuku, I was informed that the speed would be maintained at a minimum of 70% to 80% (approximately 5Mbps - 6Mbps). However, the down speed on my 8Mbps Turbo 8 fibre link is now *0.33Mbps*. (This represents *3.75%* of the speed that I am signed up for and is advertised by Zuku.)

Is there a body that performs routine checks on quality of service? e.g. CCK? And if so, is there a specified procedure that one should follow? Also, if a complaint is filed, is it acted upon? Has anyone on this list filed a complaint and a solution has been found?

I am at my wits end. I don't know what else to do.

Below is a summary of some of the communication I have had with Zuku support since mid January.

----------------------

*My Turbo 8 connection is has been experiencing slow speeds since Monday 24th January.

I also lost the TV signal from 23rd January until 7th February.

In one of the screenshots, you can see that packet loss on the first two hops is greater than 70%.

A work order number was raised: 298106.

In calls to support, I have been told:

1. That the problem is a node near my house in Lavington.

2. That the modem firmware is faulty.

3. That the modem is fine!

4. That the 8Mbps package is a shared bandwith, BUT SPEEDS OF 0.3Mbps to a maximum of 1.2Mbps on an 8 Mbps link?

5. That support teams would come on specifed days at specified times (They never bothered to show up or call!)

6. That there is an issue with the main line and the issue has been escalated to our maintenance team who are working to resolve the matter.

7. That the support technician who finally came to my house lied and said everything is ok even though my TV signal (which finally came back on its own) still was jerky and the internet speed was 1.2 Mbps Down and 0.8 Mbps Up. My maximum download was 80 - 100kbps download and an average of 40-60kbps. This is supposed to be an 8Mbps link.

8. That the wifi modem would have to be changed to one that does not have wireless and that this will resolve the current issue.

9. To purchase a router as the one that will be installed does not support wireless. (NOTE: The 8 Mbps package clearly states that wireless is part of the package so why should I have to buy one?)

10. That I will indeed be given a new Cable modem + wifi since I am still on Turbo 8. (February 16th)

11. That another technician will come over to check the internet and TV signal issue.

12. That the HD receiver and phone will be issued soon as they are in stock. (They have not been provided to date.)

13. That it was a mis-communication on the previous mail and that you need to change the modem but to one without the Wifi and that I should tell you if I have purchased the router for the wifi! (Again, the Turbo 8 package is advertised as coming with wifi) (February 17th)

14. That you are working on a resolution for this matter and shall get back to me shortly. (February 18th)

I have noticed that packet loss on the link is very high (sometimes between 60% to 80%). I have sent emails with this information which has been totally ignored.

I have also been told:

1. That the receiver supplied is an SD Receiver which will be upgraded to the HD Receiver. 2. No phone set was supplied but will be brought as they out of stock (apparently since November last year). 3. That they have just received the HD decoders and telephone which will be installed soon (I was told this on the 27th of January) once they have been integrated into our system.

*It's March 15th and guess what, I'm still waiting for a solution to these problems. We (Kenya) plan to be the ICT hub for East and Southern Africa, with all the plans in place for the ICT city (Malili). If this is a sample of things to come in regards to customer service and quality of service.... well I suppose you can guess what our potential audience will think of us (Kenya).

Brian Ngure

-- Regards Brian Ngure

Hi Michael, Thanks. I will give this tool a try. The way I have been testing is the same way I have seen the Zuku support guys testing. I have also used the tools here: http://www.measurementlab.net/ On Wed, Mar 16, 2011 at 5:46 PM, Michael Bullut <michael.bullut@gmail.com>wrote:

Greetings Brian,

It is unfortunate you are not getting the service you signed up for but the manner in which you are testing your bandwidth is a bit off. A more accurate tool for testing bandwidth (especially last-mile capacity) is *Iperf.*<http://en.wikipedia.org/wiki/Iperf>In a nutshell, it tests the highest potential traffic an allocated service provider circuit can handle as well as traffic between two network nodes. The advantage it has over SpeedTest.Net is that it does not need to rely on Internet connectivity (Layer Three). I suggest the Zuku Help Desk download this tool and test the bandwidth allocated to you. Let me know how it goes! [?]

Warm regards,

Michael Bullut.

---

*Cell:* *+254 723 393 114.* *Google Talk: michael.bullut **Twitter:** @Kipsang <http://twitter.com/Kipsang/> * *Blog: http://kipsang.wordpress.com/* *Email:* *michael.bullut@gmail.com* * * *---*

On 15 March 2011 01:43, Brian Ngure <brian@pixie.co.ke> wrote:

...

Hi,

I would like to bring to attention the extremely poor service provided by Zuku. The quality of service has steadily declined. Emails to customer support are now totally ignored.

When I subscribed to the "Turbo 8" bundle from Zuku, I was informed that the speed would be maintained at a minimum of 70% to 80% (approximately 5Mbps - 6Mbps). However, the down speed on my 8Mbps Turbo 8 fibre link is now *0.33Mbps*. (This represents *3.75%* of the speed that I am signed up for and is advertised by Zuku.)

Is there a body that performs routine checks on quality of service? e.g. CCK? And if so, is there a specified procedure that one should follow? Also, if a complaint is filed, is it acted upon? Has anyone on this list filed a complaint and a solution has been found?

I am at my wits end. I don't know what else to do.

Below is a summary of some of the communication I have had with Zuku support since mid January.

---------------------- * My Turbo 8 connection is has been experiencing slow speeds since Monday 24th January.

I also lost the TV signal from 23rd January until 7th February.

In one of the screenshots, you can see that packet loss on the first two hops is greater than 70%.

A work order number was raised: 298106.

In calls to support, I have been told:

1. That the problem is a node near my house in Lavington.

2. That the modem firmware is faulty.

3. That the modem is fine!

4. That the 8Mbps package is a shared bandwith, BUT SPEEDS OF 0.3Mbps to a maximum of 1.2Mbps on an 8 Mbps link?

5. That support teams would come on specifed days at specified times (They never bothered to show up or call!)

6. That there is an issue with the main line and the issue has been escalated to our maintenance team who are working to resolve the matter.

7. That the support technician who finally came to my house lied and said everything is ok even though my TV signal (which finally came back on its own) still was jerky and the internet speed was 1.2 Mbps Down and 0.8 Mbps Up. My maximum download was 80 - 100kbps download and an average of 40-60kbps. This is supposed to be an 8Mbps link.

8. That the wifi modem would have to be changed to one that does not have wireless and that this will resolve the current issue.

9. To purchase a router as the one that will be installed does not support wireless. (NOTE: The 8 Mbps package clearly states that wireless is part of the package so why should I have to buy one?)

10. That I will indeed be given a new Cable modem + wifi since I am still on Turbo 8. (February 16th)

11. That another technician will come over to check the internet and TV signal issue.

12. That the HD receiver and phone will be issued soon as they are in stock. (They have not been provided to date.)

13. That it was a mis-communication on the previous mail and that you need to change the modem but to one without the Wifi and that I should tell you if I have purchased the router for the wifi! (Again, the Turbo 8 package is advertised as coming with wifi) (February 17th)

14. That you are working on a resolution for this matter and shall get back to me shortly. (February 18th)

I have noticed that packet loss on the link is very high (sometimes between 60% to 80%). I have sent emails with this information which has been totally ignored.

I have also been told:

1. That the receiver supplied is an SD Receiver which will be upgraded to the HD Receiver. 2. No phone set was supplied but will be brought as they out of stock (apparently since November last year). 3. That they have just received the HD decoders and telephone which will be installed soon (I was told this on the 27th of January) once they have been integrated into our system.

* It's March 15th and guess what, I'm still waiting for a solution to these problems. We (Kenya) plan to be the ICT hub for East and Southern Africa, with all the plans in place for the ICT city (Malili). If this is a sample of things to come in regards to customer service and quality of service.... well I suppose you can guess what our potential audience will think of us (Kenya).

Brian Ngure _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet

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-- Regards Brian Ngure

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

------------------------------

I am on of those people who's happy with Zuku's service. The internet part of it. The customer care side on the other hand drives my blood pressure up a notch. The fact that we haven't heard from them on the list is an indicator of a culture problem in the organisation. Providing an exceptional customer experience doesn't seem to rank very high on their priority list. Their IVR system is another good indicator. The last three or four referrals I sent their way went to their competitors because they couldn't get through to sales. My last few attempts to contact support or billing have been pointless. From what I have read on this thread so far it's clear the biggest problem at Zuku is on the 'people' side. Kind regards, *Muchiri* Nyaggah Director @muchiri +254 722 506400 Semacraft.com On Thu, Mar 17, 2011 at 2:57 PM, Andrea Bohnstedt < andrea.bohnstedt@ratio-magazine.com> wrote:

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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www.ratio-magazine.com Find/post East Africa careers<http://www.ratio-magazine.com/careers/index.php> Find/post conferences, workshops, trainings, other business events<http://www.ratio-magazine.com/businessevents/index.php>

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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

In my humble opinion, it all boils down to the attitude customer care representatives have towards their organization's clients. I have worked in customer care and supervised front desk support & I can tell you for a fact they act as if they are doing you a favour. What CCRs need to comprehend is that these entities they serve actually consider the connectivity they support their bread and butter. Consider an enterprise like I&M Bank with branches countrywide. If the link from the Mombasa branch to HQ goes down (hypothetically speaking and assuming it has no redundancy), reports on financial transactions can not be relayed on time and money is lost. Services like clearing of cheques etc will be denied to clientèle in the coastal region. For the CCRs in the forum, consider support as a game of tennis where the two parties playing are yourselves and the last-mile providers (be they KDN, JTL, Access Kenya etc). When you write an e-mail to them that a certain circuit is down, it is like giving the first serve in the game. When the last-mile provider replies with the results of troubleshooting on their end (e.g fibre switch is down due to power, no good L.O.S. to B.S.), it is like returning your serve. This goes on until a resolution is reached. The (M)ean (T)ime (T)o (R)esolution on the other hand, is variable depending on the ISP you have. *I hope this yields some ideas to fellow members! *[?] 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

------------------------------ *From:* kictanet-bounces+eadera=idrc.or.ke@lists.kictanet.or.ke[kictanet-bounces+eadera= idrc.or.ke@lists.kictanet.or.ke] On Behalf Of Brian Ngure [ brian@pixie.co.ke] *Sent:* 15 March 2011 01:43 *To:* Edith Adera

*Cc:* sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; poonam.pitrola@ke.wananchi.com; ruth.muturi@ke.wananchi.com; sharon.kisia@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com; KICTAnet ICT Policy Discussions *Subject:* [kictanet] An Open Letter to Zuku (Help me please!!!)

Hi,

I would like to bring to attention the extremely poor service provided by Zuku. The quality of service has steadily declined. Emails to customer support are now totally ignored.

When I subscribed to the "Turbo 8" bundle from Zuku, I was informed that the speed would be maintained at a minimum of 70% to 80% (approximately 5Mbps - 6Mbps). However, the down speed on my 8Mbps Turbo 8 fibre link is now *0.33Mbps*. (This represents *3.75%* of the speed that I am signed up for and is advertised by Zuku.)

Is there a body that performs routine checks on quality of service? e.g. CCK? And if so, is there a specified procedure that one should follow? Also, if a complaint is filed, is it acted upon? Has anyone on this list filed a complaint and a solution has been found?

I am at my wits end. I don't know what else to do.

Below is a summary of some of the communication I have had with Zuku support since mid January.

---------------------- *My Turbo 8 connection is has been experiencing slow speeds since Monday 24th January.

I also lost the TV signal from 23rd January until 7th February.

In one of the screenshots, you can see that packet loss on the first two hops is greater than 70%.

A work order number was raised: 298106.

In calls to support, I have been told:

1. That the problem is a node near my house in Lavington.

2. That the modem firmware is faulty.

3. That the modem is fine!

4. That the 8Mbps package is a shared bandwith, BUT SPEEDS OF 0.3Mbps to a maximum of 1.2Mbps on an 8 Mbps link?

5. That support teams would come on specifed days at specified times (They never bothered to show up or call!)

6. That there is an issue with the main line and the issue has been escalated to our maintenance team who are working to resolve the matter.

7. That the support technician who finally came to my house lied and said everything is ok even though my TV signal (which finally came back on its own) still was jerky and the internet speed was 1.2 Mbps Down and 0.8 Mbps Up. My maximum download was 80 - 100kbps download and an average of 40-60kbps. This is supposed to be an 8Mbps link.

8. That the wifi modem would have to be changed to one that does not have wireless and that this will resolve the current issue.

9. To purchase a router as the one that will be installed does not support wireless. (NOTE: The 8 Mbps package clearly states that wireless is part of the package so why should I have to buy one?)

10. That I will indeed be given a new Cable modem + wifi since I am still on Turbo 8. (February 16th)

11. That another technician will come over to check the internet and TV signal issue.

12. That the HD receiver and phone will be issued soon as they are in stock. (They have not been provided to date.)

13. That it was a mis-communication on the previous mail and that you need to change the modem but to one without the Wifi and that I should tell you if I have purchased the router for the wifi! (Again, the Turbo 8 package is advertised as coming with wifi) (February 17th)

14. That you are working on a resolution for this matter and shall get back to me shortly. (February 18th)

I have noticed that packet loss on the link is very high (sometimes between 60% to 80%). I have sent emails with this information which has been totally ignored.

I have also been told:

1. That the receiver supplied is an SD Receiver which will be upgraded to the HD Receiver. 2. No phone set was supplied but will be brought as they out of stock (apparently since November last year). 3. That they have just received the HD decoders and telephone which will be installed soon (I was told this on the 27th of January) once they have been integrated into our system.

*It's March 15th and guess what, I'm still waiting for a solution to these problems. We (Kenya) plan to be the ICT hub for East and Southern Africa, with all the plans in place for the ICT city (Malili). If this is a sample of things to come in regards to customer service and quality of service.... well I suppose you can guess what our potential audience will think of us (Kenya).

Brian Ngure

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Hi Patricia, My point is that it's best that complaint procedures are made publicly available to all Kenyans and sample cases of actions taken to build confidence (with enough advertising for everyone to know) - not every Kenyan has the priviledge of complaining on KICTANET and have action taken. In addition, we should have QoS performance of all companies published for consumers to make their choice. CCK needs to be more aggressive in adopting and implementing some of these best practices to protect consumers. 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<mailto:eadera@idrc.or.ke> | www.idrc.ca<http://www.idrc.ca/> | www.crdi.ca<http://www.crdi.ca/> ________________________________ From: Muchiri, Patricia [Muchiri@cck.go.ke] Sent: 17 March 2011 13:30 To: Edith Adera Cc: sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com; sharon.kisia@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; KICTAnet ICT Policy Discussions; ruth.muturi@ke.wananchi.com; poonam.pitrola@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com Subject: RE: [KICTAnet] An Open Letter to Zuku (Help me please!!!) Good afternoon Edith , My sincere apologies if there have been any specific consumer complaints that have not been addressed having been raised in the KICTAnet mailing list. More specifically I will coming back to you with a comprehensive response on your enquiry by close of business today. Apology for a late response. Regards, Patricia Muchiri -Assistant Director Consumer Affairs Division Communications Commission of Kenya Tel: +254 20 4242412/413 Mobile: +254 722 836 959 Fax: +254 20 4242411 P.O Box 14448, Nairobi 00800 Nairobi KENYA Email: muchiri@cck.go.ke<mailto:muchiri@cck.go.ke> Website:http://www.cck.go.ke Disclaimer: This email and any files transmitted with it are confidential and intended solely for the use by the individual(s) or entity to whom it is addressed to. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Additionally, if you have received this email in error please notify the sender immediately by a reply e-mail. From: kictanet-bounces+muchiri=cck.go.ke@lists.kictanet.or.ke [mailto:kictanet-bounces+muchiri=cck.go.ke@lists.kictanet.or.ke] On Behalf Of Edith Adera Sent: Wednesday, March 16, 2011 6:18 PM To: Muchiri, Patricia Cc: sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com; sharon.kisia@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; KICTAnet ICT Policy Discussions; ruth.muturi@ke.wananchi.com; poonam.pitrola@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com Subject: Re: [kictanet] An Open Letter to Zuku (Help me please!!!) 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<mailto:eadera@idrc.or.ke> | www.idrc.ca<http://www.idrc.ca/> | www.crdi.ca<http://www.crdi.ca/> Error! Filename not specified. ________________________________ From: kictanet-bounces+eadera=idrc.or.ke@lists.kictanet.or.ke [kictanet-bounces+eadera=idrc.or.ke@lists.kictanet.or.ke] On Behalf Of Brian Ngure [brian@pixie.co.ke] Sent: 15 March 2011 01:43 To: Edith Adera Cc: sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; poonam.pitrola@ke.wananchi.com; ruth.muturi@ke.wananchi.com; sharon.kisia@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com; KICTAnet ICT Policy Discussions Subject: [kictanet] An Open Letter to Zuku (Help me please!!!) Hi, I would like to bring to attention the extremely poor service provided by Zuku. The quality of service has steadily declined. Emails to customer support are now totally ignored. When I subscribed to the "Turbo 8" bundle from Zuku, I was informed that the speed would be maintained at a minimum of 70% to 80% (approximately 5Mbps - 6Mbps). However, the down speed on my 8Mbps Turbo 8 fibre link is now 0.33Mbps. (This represents 3.75% of the speed that I am signed up for and is advertised by Zuku.) Is there a body that performs routine checks on quality of service? e.g. CCK? And if so, is there a specified procedure that one should follow? Also, if a complaint is filed, is it acted upon? Has anyone on this list filed a complaint and a solution has been found? I am at my wits end. I don't know what else to do. Below is a summary of some of the communication I have had with Zuku support since mid January. ---------------------- My Turbo 8 connection is has been experiencing slow speeds since Monday 24th January. I also lost the TV signal from 23rd January until 7th February. In one of the screenshots, you can see that packet loss on the first two hops is greater than 70%. A work order number was raised: 298106. In calls to support, I have been told: 1. That the problem is a node near my house in Lavington. 2. That the modem firmware is faulty. 3. That the modem is fine! 4. That the 8Mbps package is a shared bandwith, BUT SPEEDS OF 0.3Mbps to a maximum of 1.2Mbps on an 8 Mbps link? 5. That support teams would come on specifed days at specified times (They never bothered to show up or call!) 6. That there is an issue with the main line and the issue has been escalated to our maintenance team who are working to resolve the matter. 7. That the support technician who finally came to my house lied and said everything is ok even though my TV signal (which finally came back on its own) still was jerky and the internet speed was 1.2 Mbps Down and 0.8 Mbps Up. My maximum download was 80 - 100kbps download and an average of 40-60kbps. This is supposed to be an 8Mbps link. 8. That the wifi modem would have to be changed to one that does not have wireless and that this will resolve the current issue. 9. To purchase a router as the one that will be installed does not support wireless. (NOTE: The 8 Mbps package clearly states that wireless is part of the package so why should I have to buy one?) 10. That I will indeed be given a new Cable modem + wifi since I am still on Turbo 8. (February 16th) 11. That another technician will come over to check the internet and TV signal issue. 12. That the HD receiver and phone will be issued soon as they are in stock. (They have not been provided to date.) 13. That it was a mis-communication on the previous mail and that you need to change the modem but to one without the Wifi and that I should tell you if I have purchased the router for the wifi! (Again, the Turbo 8 package is advertised as coming with wifi) (February 17th) 14. That you are working on a resolution for this matter and shall get back to me shortly. (February 18th) I have noticed that packet loss on the link is very high (sometimes between 60% to 80%). I have sent emails with this information which has been totally ignored. I have also been told: 1. That the receiver supplied is an SD Receiver which will be upgraded to the HD Receiver. 2. No phone set was supplied but will be brought as they out of stock (apparently since November last year). 3. That they have just received the HD decoders and telephone which will be installed soon (I was told this on the 27th of January) once they have been integrated into our system. It's March 15th and guess what, I'm still waiting for a solution to these problems. We (Kenya) plan to be the ICT hub for East and Southern Africa, with all the plans in place for the ICT city (Malili). If this is a sample of things to come in regards to customer service and quality of service.... well I suppose you can guess what our potential audience will think of us (Kenya). Brian Ngure

Good evening all, Let me also add my voice in this. I not only have had a frustrating experience with Zuku, but with 2 other ISPs as well. All the BPO players will all testify at one point or another going into lengthy conference calls with clients because of poor service from ISPs. I have lost a couple of lucrative contracts in the past because of this, and the most frustrating thing is they do not care. I am glad to see that CCK is willing to take this up. Edwin From: kictanet-bounces+eonchari=lynxbits.com@lists.kictanet.or.ke [mailto:kictanet-bounces+eonchari=lynxbits.com@lists.kictanet.or.ke] On Behalf Of Muchiri, Patricia Sent: Thursday, March 17, 2011 5:35 PM To: Edwin Cc: supportbb@zuku.co.ke; sharon.kisia@ke.wananchi.com; ida.aginga@ke.wananchi.com; Ooro, Juma; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; Kirui, Liston; poonam.pitrola@ke.wananchi.com; ruth.muturi@ke.wananchi.com; sabiya.bagha@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; KICTAnet ICT Policy Discussions; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com Subject: Re: [kictanet] [KICTAnet] An Open Letter to Zuku (Help me please!!!) Good evening Edith , As earlier promised below is some information to an enquiry you had raised earlier. I hope indeed that this information will be useful .Please let me know if any further information is required. Issues raised: Does CCK have a consumer affairs department. The Commission has a fully fledged Consumer affairs department that handles amongst other responsibilities, consumer complaints. We can be reached on chukua@hatua or complaints @cck.go.ke or on tel no. 020-445 555, 0714 444 555, 0737 445 555 or fax no. 4242394. Can the Commission’s consumer complaint procedures be published? The Commission does indeed have a complaints handling procedure which is in the form of the Kenya Information and Communications (Dispute Resolution) Regulations, 2010. The said regulations have clear steps on how the Commission is expected to handle every complaint/dispute between a consumer and a service provider. The Kenya Information and Communications (Consumer Protection) Regulations, 2010, on the other hand outlines the rights and obligations consumers have as well as the obligations service providers have with regard to the services provided. Section 7 of these regulations also stipulate what service providers need to observe when dealing with the complaints raised by their customers as well as when customers may refer their complaints to the Commission or a third party (arbitrator –where such an arrangement exists). This procedure is as shown below. 7. Complaint handling procedures for licensees. (1) A licensee shall provide easily understood information about its complaint handling processes in various media and formats, including as specifically directed by the Commission from time to time. (2) A customer who wishes to lodge a complaint shall reduce the complaint in writing and lodge it within six months from the date of the incident that the complaint arises from. (3) A licensee shall acknowledge the receipt of a complaint filed with it. (4) A licensee shall where possible, advise a customer at the time of making the complaint on the expected action, timing for investigation and resolution of the complaint and in the event that the service provider regards the complaint as frivolous or vexatious, the consumer shall be informed accordingly. (5) A licensee shall resolve all complaints made by its customers within a reasonable time. (6) A licensee shall put in place a process to provide customer with sufficient information and the means to inquire on the progress of complaints and the processes may include complaint reference numbers or other identifiers in order to facilitate timely and accurate responses to subsequent inquiries by customers. (7) A licensee shall inform the customer of the outcome of the investigation of their complaint, and any decision of the licensee. (8) Where a customer is not satisfied with a decision made on a complaint, the licensee shall give the customer the option of pursuing an identified escalation process, where the decision may be examined by a suitably qualified person in the licensee’s organisation. (9) Where the consumer has already gone through the licensee’s escalation process and the complaint has not been resolved to the consumer’s satisfaction, the customer may refer the complaint to the Commission. (10) The complaint handling processes shall be provided free of charge. (11) Notwithstanding paragraph (10), where the investigation of the complaint requires the retrieval of records more than twelve months old or the retrieval results in any incremental expense or significant inconvenience to the licensee, a licensee may impose a reasonable charge for the complaint handling processes. (12) Any such charges shall be identified by the licensee, be agreed to by the customer and referred to the Commission before being imposed. (13) A licensee shall file, with the Commission, such information and statistics on all complaints reported, including those resolved and those outstanding, on a quarterly basis in the manner prescribed by the Commission from time to time. It will thus be noted that subsections (7) and (8) defines the exit conditions for consumers, upon which the Dispute Resolution regulations then kick in once the consumer has referred the matter to the Commission. The set of regulations detailing these procedures are available on CCK website for reference and are also contained in the downloadable Kenya Information and Communications Act, 1998 document from the same website. With regard to publication of the complaints (dispute) resolution procedures, the Commission has been sharing this information with consumers through its outreach programs. Our contact information is also widely publicized. Please also note that data and statistics on complaints is available in the Commission’s annual report .Under the earlier regulations (The Kenya Communications Regulations, 2001) there was no provision for procedures on complaint handling. The Commission is in the process of embarking on the rollout of another phase of its Consumer education outreach program that will use various media platforms that will endeavour to share this information to the extent possible as well as continue exploiting various other channels to distribute brochures/flyers on the complaint handling procedures. Can QoS performance of all companies be made public? The Commission has recently begun the publication of quality of service performance information in accordance with The Kenya Information And Communications (Licensing And Quality Of Service) Regulations, 2010. It is important to note that this report was for mobile services only. The most recent report can be accessed from the link: http://www.cck.go.ke/consumers/other_info/quality_of_service.html. This is currently limited to being published once a year. Regards , Patricia Muchiri -Assistant Director Consumer Affairs Division Communications Commission of Kenya Tel: +254 20 4242412/413 Mobile: +254 722 836 959 Fax: +254 20 4242411 P.O Box 14448, Nairobi 00800 Nairobi KENYA Email: <mailto:muchiri@cck.go.ke> muchiri@cck.go.ke Website:http://www.cck.go.ke Disclaimer: This email and any files transmitted with it are confidential and intended solely for the use by the individual(s) or entity to whom it is addressed to. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Additionally, if you have received this email in error please notify the sender immediately by a reply e-mail. From: Edith Adera [mailto:eadera@idrc.or.ke] Sent: Thursday, March 17, 2011 2:23 PM To: Muchiri, Patricia Cc: sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com; sharon.kisia@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; KICTAnet ICT Policy Discussions; ruth.muturi@ke.wananchi.com; poonam.pitrola@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com Subject: RE: [KICTAnet] An Open Letter to Zuku (Help me please!!!) Hi Patricia, My point is that it's best that complaint procedures are made publicly available to all Kenyans and sample cases of actions taken to build confidence (with enough advertising for everyone to know) - not every Kenyan has the priviledge of complaining on KICTANET and have action taken. In addition, we should have QoS performance of all companies published for consumers to make their choice. CCK needs to be more aggressive in adopting and implementing some of these best practices to protect consumers. 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. _____ From: Muchiri, Patricia [Muchiri@cck.go.ke] Sent: 17 March 2011 13:30 To: Edith Adera Cc: sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com; sharon.kisia@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; KICTAnet ICT Policy Discussions; ruth.muturi@ke.wananchi.com; poonam.pitrola@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com Subject: RE: [KICTAnet] An Open Letter to Zuku (Help me please!!!) Good afternoon Edith , My sincere apologies if there have been any specific consumer complaints that have not been addressed having been raised in the KICTAnet mailing list. More specifically I will coming back to you with a comprehensive response on your enquiry by close of business today. Apology for a late response. Regards, Patricia Muchiri -Assistant Director Consumer Affairs Division Communications Commission of Kenya Tel: +254 20 4242412/413 Mobile: +254 722 836 959 Fax: +254 20 4242411 P.O Box 14448, Nairobi 00800 Nairobi KENYA Email: <mailto:muchiri@cck.go.ke> muchiri@cck.go.ke Website:http://www.cck.go.ke Disclaimer: This email and any files transmitted with it are confidential and intended solely for the use by the individual(s) or entity to whom it is addressed to. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Additionally, if you have received this email in error please notify the sender immediately by a reply e-mail. From: kictanet-bounces+muchiri=cck.go.ke@lists.kictanet.or.ke [mailto:kictanet-bounces+muchiri=cck.go.ke@lists.kictanet.or.ke] On Behalf Of Edith Adera Sent: Wednesday, March 16, 2011 6:18 PM To: Muchiri, Patricia Cc: sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com; sharon.kisia@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; KICTAnet ICT Policy Discussions; ruth.muturi@ke.wananchi.com; poonam.pitrola@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com Subject: Re: [kictanet] An Open Letter to Zuku (Help me please!!!) 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. _____ From: kictanet-bounces+eadera=idrc.or.ke@lists.kictanet.or.ke [kictanet-bounces+eadera=idrc.or.ke@lists.kictanet.or.ke] On Behalf Of Brian Ngure [brian@pixie.co.ke] Sent: 15 March 2011 01:43 To: Edith Adera Cc: sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; poonam.pitrola@ke.wananchi.com; ruth.muturi@ke.wananchi.com; sharon.kisia@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com; KICTAnet ICT Policy Discussions Subject: [kictanet] An Open Letter to Zuku (Help me please!!!) Hi, I would like to bring to attention the extremely poor service provided by Zuku. The quality of service has steadily declined. Emails to customer support are now totally ignored. When I subscribed to the "Turbo 8" bundle from Zuku, I was informed that the speed would be maintained at a minimum of 70% to 80% (approximately 5Mbps - 6Mbps). However, the down speed on my 8Mbps Turbo 8 fibre link is now 0.33Mbps. (This represents 3.75% of the speed that I am signed up for and is advertised by Zuku.) Is there a body that performs routine checks on quality of service? e.g. CCK? And if so, is there a specified procedure that one should follow? Also, if a complaint is filed, is it acted upon? Has anyone on this list filed a complaint and a solution has been found? I am at my wits end. I don't know what else to do. Below is a summary of some of the communication I have had with Zuku support since mid January. ---------------------- My Turbo 8 connection is has been experiencing slow speeds since Monday 24th January. I also lost the TV signal from 23rd January until 7th February. In one of the screenshots, you can see that packet loss on the first two hops is greater than 70%. A work order number was raised: 298106. In calls to support, I have been told: 1. That the problem is a node near my house in Lavington. 2. That the modem firmware is faulty. 3. That the modem is fine! 4. That the 8Mbps package is a shared bandwith, BUT SPEEDS OF 0.3Mbps to a maximum of 1.2Mbps on an 8 Mbps link? 5. That support teams would come on specifed days at specified times (They never bothered to show up or call!) 6. That there is an issue with the main line and the issue has been escalated to our maintenance team who are working to resolve the matter. 7. That the support technician who finally came to my house lied and said everything is ok even though my TV signal (which finally came back on its own) still was jerky and the internet speed was 1.2 Mbps Down and 0.8 Mbps Up. My maximum download was 80 - 100kbps download and an average of 40-60kbps. This is supposed to be an 8Mbps link. 8. That the wifi modem would have to be changed to one that does not have wireless and that this will resolve the current issue. 9. To purchase a router as the one that will be installed does not support wireless. (NOTE: The 8 Mbps package clearly states that wireless is part of the package so why should I have to buy one?) 10. That I will indeed be given a new Cable modem + wifi since I am still on Turbo 8. (February 16th) 11. That another technician will come over to check the internet and TV signal issue. 12. That the HD receiver and phone will be issued soon as they are in stock. (They have not been provided to date.) 13. That it was a mis-communication on the previous mail and that you need to change the modem but to one without the Wifi and that I should tell you if I have purchased the router for the wifi! (Again, the Turbo 8 package is advertised as coming with wifi) (February 17th) 14. That you are working on a resolution for this matter and shall get back to me shortly. (February 18th) I have noticed that packet loss on the link is very high (sometimes between 60% to 80%). I have sent emails with this information which has been totally ignored. I have also been told: 1. That the receiver supplied is an SD Receiver which will be upgraded to the HD Receiver. 2. No phone set was supplied but will be brought as they out of stock (apparently since November last year). 3. That they have just received the HD decoders and telephone which will be installed soon (I was told this on the 27th of January) once they have been integrated into our system. It's March 15th and guess what, I'm still waiting for a solution to these problems. We (Kenya) plan to be the ICT hub for East and Southern Africa, with all the plans in place for the ICT city (Malili). If this is a sample of things to come in regards to customer service and quality of service.... well I suppose you can guess what our potential audience will think of us (Kenya). Brian Ngure

Esther- If this is a client that you are hoping to sign up, better pray and hope you are not on Zuku. A while back I had read somewhere of a tele-conference service by I believe by Safaricom, maybe you can try them out, even if it is just to close your client. I suggest that you do that at their premises, where they can dedicate sufficient bandwidth so you can win the confidence of your client- there cannot be anything worse that going on a first call with a client in the BPO industry and the connection turns out to be lousy at best. Best Regards, Edwin From: Esther Muchiri [mailto:emuchiri@andestbites.com] Sent: Thursday, March 17, 2011 6:39 PM To: 'Edwin Onchari' Cc: 'KICTAnet ICT Policy Discussions' Subject: RE: [kictanet] [KICTAnet] An Open Letter to Zuku (Help me please!!!) Edwin – I couldn’t agree with you more. I am crossing my fingers that a skype video call with a client next week does not fail me. I have had terrible connections in the past. Or am I alone on this? From: kictanet-bounces+emuchiri=andestbites.com@lists.kictanet.or.ke [mailto:kictanet-bounces+emuchiri=andestbites.com@lists.kictanet.or.ke] On Behalf Of Edwin Onchari Sent: Thursday, March 17, 2011 6:17 PM To: emuchiri@andestbites.com Cc: KICTAnet ICT Policy Discussions Subject: Re: [kictanet] [KICTAnet] An Open Letter to Zuku (Help me please!!!) Good evening all, Let me also add my voice in this. I not only have had a frustrating experience with Zuku, but with 2 other ISPs as well. All the BPO players will all testify at one point or another going into lengthy conference calls with clients because of poor service from ISPs. I have lost a couple of lucrative contracts in the past because of this, and the most frustrating thing is they do not care. I am glad to see that CCK is willing to take this up. Edwin From: kictanet-bounces+eonchari=lynxbits.com@lists.kictanet.or.ke [mailto:kictanet-bounces+eonchari=lynxbits.com@lists.kictanet.or.ke] On Behalf Of Muchiri, Patricia Sent: Thursday, March 17, 2011 5:35 PM To: Edwin Cc: supportbb@zuku.co.ke; sharon.kisia@ke.wananchi.com; ida.aginga@ke.wananchi.com; Ooro, Juma; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; Kirui, Liston; poonam.pitrola@ke.wananchi.com; ruth.muturi@ke.wananchi.com; sabiya.bagha@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; KICTAnet ICT Policy Discussions; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com Subject: Re: [kictanet] [KICTAnet] An Open Letter to Zuku (Help me please!!!) Good evening Edith , As earlier promised below is some information to an enquiry you had raised earlier. I hope indeed that this information will be useful .Please let me know if any further information is required. Issues raised: Does CCK have a consumer affairs department. The Commission has a fully fledged Consumer affairs department that handles amongst other responsibilities, consumer complaints. We can be reached on chukua@hatua or complaints @cck.go.ke or on tel no. 020-445 555, 0714 444 555, 0737 445 555 or fax no. 4242394. Can the Commission’s consumer complaint procedures be published? The Commission does indeed have a complaints handling procedure which is in the form of the Kenya Information and Communications (Dispute Resolution) Regulations, 2010. The said regulations have clear steps on how the Commission is expected to handle every complaint/dispute between a consumer and a service provider. The Kenya Information and Communications (Consumer Protection) Regulations, 2010, on the other hand outlines the rights and obligations consumers have as well as the obligations service providers have with regard to the services provided. Section 7 of these regulations also stipulate what service providers need to observe when dealing with the complaints raised by their customers as well as when customers may refer their complaints to the Commission or a third party (arbitrator –where such an arrangement exists). This procedure is as shown below. 7. Complaint handling procedures for licensees. (1) A licensee shall provide easily understood information about its complaint handling processes in various media and formats, including as specifically directed by the Commission from time to time. (2) A customer who wishes to lodge a complaint shall reduce the complaint in writing and lodge it within six months from the date of the incident that the complaint arises from. (3) A licensee shall acknowledge the receipt of a complaint filed with it. (4) A licensee shall where possible, advise a customer at the time of making the complaint on the expected action, timing for investigation and resolution of the complaint and in the event that the service provider regards the complaint as frivolous or vexatious, the consumer shall be informed accordingly. (5) A licensee shall resolve all complaints made by its customers within a reasonable time. (6) A licensee shall put in place a process to provide customer with sufficient information and the means to inquire on the progress of complaints and the processes may include complaint reference numbers or other identifiers in order to facilitate timely and accurate responses to subsequent inquiries by customers. (7) A licensee shall inform the customer of the outcome of the investigation of their complaint, and any decision of the licensee. (8) Where a customer is not satisfied with a decision made on a complaint, the licensee shall give the customer the option of pursuing an identified escalation process, where the decision may be examined by a suitably qualified person in the licensee’s organisation. (9) Where the consumer has already gone through the licensee’s escalation process and the complaint has not been resolved to the consumer’s satisfaction, the customer may refer the complaint to the Commission. (10) The complaint handling processes shall be provided free of charge. (11) Notwithstanding paragraph (10), where the investigation of the complaint requires the retrieval of records more than twelve months old or the retrieval results in any incremental expense or significant inconvenience to the licensee, a licensee may impose a reasonable charge for the complaint handling processes. (12) Any such charges shall be identified by the licensee, be agreed to by the customer and referred to the Commission before being imposed. (13) A licensee shall file, with the Commission, such information and statistics on all complaints reported, including those resolved and those outstanding, on a quarterly basis in the manner prescribed by the Commission from time to time. It will thus be noted that subsections (7) and (8) defines the exit conditions for consumers, upon which the Dispute Resolution regulations then kick in once the consumer has referred the matter to the Commission. The set of regulations detailing these procedures are available on CCK website for reference and are also contained in the downloadable Kenya Information and Communications Act, 1998 document from the same website. With regard to publication of the complaints (dispute) resolution procedures, the Commission has been sharing this information with consumers through its outreach programs. Our contact information is also widely publicized. Please also note that data and statistics on complaints is available in the Commission’s annual report .Under the earlier regulations (The Kenya Communications Regulations, 2001) there was no provision for procedures on complaint handling. The Commission is in the process of embarking on the rollout of another phase of its Consumer education outreach program that will use various media platforms that will endeavour to share this information to the extent possible as well as continue exploiting various other channels to distribute brochures/flyers on the complaint handling procedures. Can QoS performance of all companies be made public? The Commission has recently begun the publication of quality of service performance information in accordance with The Kenya Information And Communications (Licensing And Quality Of Service) Regulations, 2010. It is important to note that this report was for mobile services only. The most recent report can be accessed from the link: http://www.cck.go.ke/consumers/other_info/quality_of_service.html. This is currently limited to being published once a year. Regards , Patricia Muchiri -Assistant Director Consumer Affairs Division Communications Commission of Kenya Tel: +254 20 4242412/413 Mobile: +254 722 836 959 Fax: +254 20 4242411 P.O Box 14448, Nairobi 00800 Nairobi KENYA Email: <mailto:muchiri@cck.go.ke> muchiri@cck.go.ke Website:http://www.cck.go.ke Disclaimer: This email and any files transmitted with it are confidential and intended solely for the use by the individual(s) or entity to whom it is addressed to. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Additionally, if you have received this email in error please notify the sender immediately by a reply e-mail. From: Edith Adera [mailto:eadera@idrc.or.ke] Sent: Thursday, March 17, 2011 2:23 PM To: Muchiri, Patricia Cc: sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com; sharon.kisia@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; KICTAnet ICT Policy Discussions; ruth.muturi@ke.wananchi.com; poonam.pitrola@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com Subject: RE: [KICTAnet] An Open Letter to Zuku (Help me please!!!) Hi Patricia, My point is that it's best that complaint procedures are made publicly available to all Kenyans and sample cases of actions taken to build confidence (with enough advertising for everyone to know) - not every Kenyan has the priviledge of complaining on KICTANET and have action taken. In addition, we should have QoS performance of all companies published for consumers to make their choice. CCK needs to be more aggressive in adopting and implementing some of these best practices to protect consumers. 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. _____ From: Muchiri, Patricia [Muchiri@cck.go.ke] Sent: 17 March 2011 13:30 To: Edith Adera Cc: sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com; sharon.kisia@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; KICTAnet ICT Policy Discussions; ruth.muturi@ke.wananchi.com; poonam.pitrola@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com Subject: RE: [KICTAnet] An Open Letter to Zuku (Help me please!!!) Good afternoon Edith , My sincere apologies if there have been any specific consumer complaints that have not been addressed having been raised in the KICTAnet mailing list. More specifically I will coming back to you with a comprehensive response on your enquiry by close of business today. Apology for a late response. Regards, Patricia Muchiri -Assistant Director Consumer Affairs Division Communications Commission of Kenya Tel: +254 20 4242412/413 Mobile: +254 722 836 959 Fax: +254 20 4242411 P.O Box 14448, Nairobi 00800 Nairobi KENYA Email: <mailto:muchiri@cck.go.ke> muchiri@cck.go.ke Website:http://www.cck.go.ke Disclaimer: This email and any files transmitted with it are confidential and intended solely for the use by the individual(s) or entity to whom it is addressed to. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Additionally, if you have received this email in error please notify the sender immediately by a reply e-mail. From: kictanet-bounces+muchiri=cck.go.ke@lists.kictanet.or.ke [mailto:kictanet-bounces+muchiri=cck.go.ke@lists.kictanet.or.ke] On Behalf Of Edith Adera Sent: Wednesday, March 16, 2011 6:18 PM To: Muchiri, Patricia Cc: sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com; sharon.kisia@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; KICTAnet ICT Policy Discussions; ruth.muturi@ke.wananchi.com; poonam.pitrola@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com Subject: Re: [kictanet] An Open Letter to Zuku (Help me please!!!) 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. _____ From: kictanet-bounces+eadera=idrc.or.ke@lists.kictanet.or.ke [kictanet-bounces+eadera=idrc.or.ke@lists.kictanet.or.ke] On Behalf Of Brian Ngure [brian@pixie.co.ke] Sent: 15 March 2011 01:43 To: Edith Adera Cc: sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; poonam.pitrola@ke.wananchi.com; ruth.muturi@ke.wananchi.com; sharon.kisia@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com; KICTAnet ICT Policy Discussions Subject: [kictanet] An Open Letter to Zuku (Help me please!!!) Hi, I would like to bring to attention the extremely poor service provided by Zuku. The quality of service has steadily declined. Emails to customer support are now totally ignored. When I subscribed to the "Turbo 8" bundle from Zuku, I was informed that the speed would be maintained at a minimum of 70% to 80% (approximately 5Mbps - 6Mbps). However, the down speed on my 8Mbps Turbo 8 fibre link is now 0.33Mbps. (This represents 3.75% of the speed that I am signed up for and is advertised by Zuku.) Is there a body that performs routine checks on quality of service? e.g. CCK? And if so, is there a specified procedure that one should follow? Also, if a complaint is filed, is it acted upon? Has anyone on this list filed a complaint and a solution has been found? I am at my wits end. I don't know what else to do. Below is a summary of some of the communication I have had with Zuku support since mid January. ---------------------- My Turbo 8 connection is has been experiencing slow speeds since Monday 24th January. I also lost the TV signal from 23rd January until 7th February. In one of the screenshots, you can see that packet loss on the first two hops is greater than 70%. A work order number was raised: 298106. In calls to support, I have been told: 1. That the problem is a node near my house in Lavington. 2. That the modem firmware is faulty. 3. That the modem is fine! 4. That the 8Mbps package is a shared bandwith, BUT SPEEDS OF 0.3Mbps to a maximum of 1.2Mbps on an 8 Mbps link? 5. That support teams would come on specifed days at specified times (They never bothered to show up or call!) 6. That there is an issue with the main line and the issue has been escalated to our maintenance team who are working to resolve the matter. 7. That the support technician who finally came to my house lied and said everything is ok even though my TV signal (which finally came back on its own) still was jerky and the internet speed was 1.2 Mbps Down and 0.8 Mbps Up. My maximum download was 80 - 100kbps download and an average of 40-60kbps. This is supposed to be an 8Mbps link. 8. That the wifi modem would have to be changed to one that does not have wireless and that this will resolve the current issue. 9. To purchase a router as the one that will be installed does not support wireless. (NOTE: The 8 Mbps package clearly states that wireless is part of the package so why should I have to buy one?) 10. That I will indeed be given a new Cable modem + wifi since I am still on Turbo 8. (February 16th) 11. That another technician will come over to check the internet and TV signal issue. 12. That the HD receiver and phone will be issued soon as they are in stock. (They have not been provided to date.) 13. That it was a mis-communication on the previous mail and that you need to change the modem but to one without the Wifi and that I should tell you if I have purchased the router for the wifi! (Again, the Turbo 8 package is advertised as coming with wifi) (February 17th) 14. That you are working on a resolution for this matter and shall get back to me shortly. (February 18th) I have noticed that packet loss on the link is very high (sometimes between 60% to 80%). I have sent emails with this information which has been totally ignored. I have also been told: 1. That the receiver supplied is an SD Receiver which will be upgraded to the HD Receiver. 2. No phone set was supplied but will be brought as they out of stock (apparently since November last year). 3. That they have just received the HD decoders and telephone which will be installed soon (I was told this on the 27th of January) once they have been integrated into our system. It's March 15th and guess what, I'm still waiting for a solution to these problems. We (Kenya) plan to be the ICT hub for East and Southern Africa, with all the plans in place for the ICT city (Malili). If this is a sample of things to come in regards to customer service and quality of service.... well I suppose you can guess what our potential audience will think of us (Kenya). Brian Ngure

Hi Michael, Just looked at your poll - would the same yardstick used for MTN Biz (UUNet), KDN, etc etc who are ISPs with corporate focus, be the same as with Wananchi and others who also serve the SME and home segments? I think the results might be skewed in the sense that you might have a total of 300 respondents for example out of which 250 are home or SMME users (or vice versa depending on who constitutes your blog readers) and therefore end up with some rather skewed results.... Just a thought (and coming from a research background). I'd say rank them according to which market segment they target. On 17 March 2011 18:50, Michael Bullut <michael.bullut@gmail.com> wrote:

I have a poll on my blog for Internet Service Providers... Why don't you vote for the one you think is best? Currently, Swift Global are in the lead: * http://kipsang.wordpress.com/2010/01/12/kenyan-internet-service-providers-po... *<http://kipsang.wordpress.com/2010/01/12/kenyan-internet-service-providers-poll/>

On 17 March 2011 18:39, Esther Muchiri <emuchiri@andestbites.com> wrote:

...

Edwin – I couldn’t agree with you more. I am crossing my fingers that a skype video call with a client next week does not fail me. I have had terrible connections in the past. Or am I alone on this?

*From:* kictanet-bounces+emuchiri=andestbites.com@lists.kictanet.or.ke[mailto: kictanet-bounces+emuchiri=andestbites.com@lists.kictanet.or.ke] *On Behalf Of *Edwin Onchari *Sent:* Thursday, March 17, 2011 6:17 PM *To:* emuchiri@andestbites.com *Cc:* KICTAnet ICT Policy Discussions

*Subject:* Re: [kictanet] [KICTAnet] An Open Letter to Zuku (Help me please!!!)

Good evening all,

Let me also add my voice in this. I not only have had a frustrating experience with Zuku, but with 2 other ISPs as well. All the BPO players will all testify at one point or another going into lengthy conference calls with clients because of poor service from ISPs. I have lost a couple of lucrative contracts in the past because of this, and the most frustrating thing is they do not care. I am glad to see that CCK is willing to take this up.

Edwin

*From:* kictanet-bounces+eonchari=lynxbits.com@lists.kictanet.or.ke[mailto: kictanet-bounces+eonchari=lynxbits.com@lists.kictanet.or.ke] *On Behalf Of *Muchiri, Patricia *Sent:* Thursday, March 17, 2011 5:35 PM *To:* Edwin *Cc:* supportbb@zuku.co.ke; sharon.kisia@ke.wananchi.com; ida.aginga@ke.wananchi.com; Ooro, Juma; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; Kirui, Liston; poonam.pitrola@ke.wananchi.com; ruth.muturi@ke.wananchi.com; sabiya.bagha@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; KICTAnet ICT Policy Discussions; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com *Subject:* Re: [kictanet] [KICTAnet] An Open Letter to Zuku (Help me please!!!)

Good evening Edith ,

As earlier promised below is some information to an enquiry you had raised earlier. I hope indeed that this information will be useful .Please let me know if any further information is required.

*Issues raised:*

* *

*Does CCK have a consumer affairs department. *

* *

The Commission has a fully fledged Consumer affairs department that handles amongst other responsibilities, consumer complaints. We can be reached on chukua@hatua or complaints @cck.go.ke or on tel no. 020-445 555, 0714 444 555, 0737 445 555 or fax no. 4242394.

*Can the Commission’s consumer complaint procedures be published?*

The Commission does indeed have a complaints handling procedure which is in the form of the Kenya Information and Communications (Dispute Resolution) Regulations, 2010. The said regulations have clear steps on how the Commission is expected to handle every complaint/dispute between a consumer and a service provider.

The Kenya Information and Communications (Consumer Protection) Regulations, 2010, on the other hand outlines the rights and obligations consumers have as well as the obligations service providers have with regard to the services provided. Section 7 of these regulations also stipulate what service providers need to observe when dealing with the complaints raised by their customers as well as when customers may refer their complaints to the Commission or a third party (arbitrator –where such an arrangement exists). This procedure is as shown below.

7. Complaint handling procedures for licensees.

(1) A licensee shall provide easily understood information about its complaint handling processes in various media and formats, including as specifically directed by the Commission from time to time.

(2) A customer who wishes to lodge a complaint shall reduce the complaint in writing and lodge it within six months from the date of the incident that the complaint arises from.

(3) A licensee shall acknowledge the receipt of a complaint filed with it.

(4) A licensee shall where possible, advise a customer at the time of making the complaint on the expected action, timing for investigation and resolution of the complaint and in the event that the service provider regards the complaint as frivolous or vexatious, the consumer shall be informed accordingly.

(5) A licensee shall resolve all complaints made by its customers within a reasonable time.

(6) A licensee shall put in place a process to provide customer with sufficient information and the means to inquire on the progress of complaints and the processes may include complaint reference numbers or other identifiers in order to facilitate timely and accurate responses to subsequent inquiries by customers.

(7) A licensee shall inform the customer of the outcome of the investigation of their complaint, and any decision of the licensee.

(8) Where a customer is not satisfied with a decision made on a complaint, the licensee shall give the customer the option of pursuing an identified escalation process, where the decision may be examined by a suitably qualified person in the licensee’s organisation.

(9) Where the consumer has already gone through the licensee’s escalation process and the complaint has not been resolved to the consumer’s satisfaction, the customer may refer the complaint to the Commission.

(10) The complaint handling processes shall be provided free of charge.

(11) Notwithstanding paragraph (10), where the investigation of the complaint requires the retrieval of records more than twelve months old or the retrieval results in any incremental expense or significant inconvenience to the licensee, a licensee may impose a reasonable charge for the complaint handling processes.

(12) Any such charges shall be identified by the licensee, be agreed to by the customer and referred to the Commission before being imposed.

(13) A licensee shall file, with the Commission, such information and statistics on all complaints reported, including those resolved and those outstanding, on a quarterly basis in the manner prescribed by the Commission from time to time.

It will thus be noted that subsections (7) and (8) defines the exit conditions for consumers, upon which the Dispute Resolution regulations then kick in once the consumer has referred the matter to the Commission.

The set of regulations detailing these procedures are available on CCK website for reference and are also contained in the downloadable Kenya Information and Communications Act, 1998 document from the same website.

With regard to publication of the complaints (dispute) resolution procedures, the Commission has been sharing this information with consumers through its outreach programs. Our contact information is also widely publicized.

Please also note that data and statistics on complaints is available in the Commission’s annual report .Under the earlier regulations (The Kenya Communications Regulations, 2001) there was no provision for procedures on complaint handling.

The Commission is in the process of embarking on the rollout of another phase of its Consumer education outreach program that will use various media platforms that will endeavour to share this information to the extent possible as well as continue exploiting various other channels to distribute brochures/flyers on the complaint handling procedures.

*Can QoS performance of all companies be made public?*

The Commission has recently begun the publication of quality of service performance information in accordance with The Kenya Information And Communications (Licensing And Quality Of Service) Regulations, 2010. It is important to note that this report was for mobile services only. The most recent report can be accessed from the link: http://www.cck.go.ke/consumers/other_info/quality_of_service.html.

This is currently limited to being published once a year.

Regards ,

Patricia Muchiri -Assistant Director

Consumer Affairs Division

Communications Commission of Kenya

Tel: +254 20 4242412/413

Mobile: +254 722 836 959

Fax: +254 20 4242411

P.O Box 14448, Nairobi

00800

Nairobi

KENYA

Email: muchiri@cck.go.ke

Website:http://www.cck.go.ke

Disclaimer:

This email and any files transmitted with it are confidential and intended solely for the use by the individual(s) or entity to whom it is addressed to. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Additionally, if you have received this email in error please notify the sender immediately by a reply e-mail.

*From:* Edith Adera [mailto:eadera@idrc.or.ke] *Sent:* Thursday, March 17, 2011 2:23 PM *To:* Muchiri, Patricia *Cc:* sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com; sharon.kisia@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; KICTAnet ICT Policy Discussions; ruth.muturi@ke.wananchi.com; poonam.pitrola@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com *Subject:* RE: [KICTAnet] An Open Letter to Zuku (Help me please!!!)

Hi Patricia,

My point is that it's best that complaint procedures are made publicly available to all Kenyans and sample cases of actions taken to build confidence (with enough advertising for everyone to know) - not every Kenyan has the priviledge of complaining on KICTANET and have action taken.

In addition, we should have QoS performance of all companies published for consumers to make their choice.

CCK needs to be more aggressive in adopting and implementing some of these best practices to protect consumers.

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

*Error! Filename not specified.* ------------------------------

*From:* Muchiri, Patricia [Muchiri@cck.go.ke] *Sent:* 17 March 2011 13:30 *To:* Edith Adera *Cc:* sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com; sharon.kisia@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; KICTAnet ICT Policy Discussions; ruth.muturi@ke.wananchi.com; poonam.pitrola@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com *Subject:* RE: [KICTAnet] An Open Letter to Zuku (Help me please!!!)

Good afternoon Edith ,

My sincere apologies if there have been any specific consumer complaints that have not been addressed having been raised in the KICTAnet mailing list. More specifically I will coming back to you with a comprehensive response on your enquiry by close of business today.

Apology for a late response.

Regards,

Patricia Muchiri -Assistant Director

Consumer Affairs Division

Communications Commission of Kenya

Tel: +254 20 4242412/413

Mobile: +254 722 836 959

Fax: +254 20 4242411

P.O Box 14448, Nairobi

00800

Nairobi

KENYA

Email: muchiri@cck.go.ke

Website:http://www.cck.go.ke

Disclaimer:

This email and any files transmitted with it are confidential and intended solely for the use by the individual(s) or entity to whom it is addressed to. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Additionally, if you have received this email in error please notify the sender immediately by a reply e-mail.

*From:* kictanet-bounces+muchiri=cck.go.ke@lists.kictanet.or.ke [mailto: kictanet-bounces+muchiri=cck.go.ke@lists.kictanet.or.ke] *On Behalf Of *Edith Adera *Sent:* Wednesday, March 16, 2011 6:18 PM *To:* Muchiri, Patricia *Cc:* sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com; sharon.kisia@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; KICTAnet ICT Policy Discussions; ruth.muturi@ke.wananchi.com; poonam.pitrola@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com *Subject:* Re: [kictanet] An Open Letter to Zuku (Help me please!!!)

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

*Error! Filename not specified.* ------------------------------

*From:* kictanet-bounces+eadera=idrc.or.ke@lists.kictanet.or.ke[kictanet-bounces+eadera= idrc.or.ke@lists.kictanet.or.ke] On Behalf Of Brian Ngure [ brian@pixie.co.ke] *Sent:* 15 March 2011 01:43 *To:* Edith Adera *Cc:* sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; poonam.pitrola@ke.wananchi.com; ruth.muturi@ke.wananchi.com; sharon.kisia@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com; KICTAnet ICT Policy Discussions *Subject:* [kictanet] An Open Letter to Zuku (Help me please!!!)

Hi,

I would like to bring to attention the extremely poor service provided by Zuku. The quality of service has steadily declined. Emails to customer support are now totally ignored.

When I subscribed to the "Turbo 8" bundle from Zuku, I was informed that the speed would be maintained at a minimum of 70% to 80% (approximately 5Mbps - 6Mbps). However, the down speed on my 8Mbps Turbo 8 fibre link is now *0.33Mbps*. (This represents *3.75%* of the speed that I am signed up for and is advertised by Zuku.)

Is there a body that performs routine checks on quality of service? e.g. CCK? And if so, is there a specified procedure that one should follow? Also, if a complaint is filed, is it acted upon? Has anyone on this list filed a complaint and a solution has been found?

I am at my wits end. I don't know what else to do.

Below is a summary of some of the communication I have had with Zuku support since mid January.

----------------------

*My Turbo 8 connection is has been experiencing slow speeds since Monday 24th January.

I also lost the TV signal from 23rd January until 7th February.

In one of the screenshots, you can see that packet loss on the first two hops is greater than 70%.

A work order number was raised: 298106.

In calls to support, I have been told:

1. That the problem is a node near my house in Lavington.

2. That the modem firmware is faulty.

3. That the modem is fine!

4. That the 8Mbps package is a shared bandwith, BUT SPEEDS OF 0.3Mbps to a maximum of 1.2Mbps on an 8 Mbps link?

5. That support teams would come on specifed days at specified times (They never bothered to show up or call!)

6. That there is an issue with the main line and the issue has been escalated to our maintenance team who are working to resolve the matter.

7. That the support technician who finally came to my house lied and said everything is ok even though my TV signal (which finally came back on its own) still was jerky and the internet speed was 1.2 Mbps Down and 0.8 Mbps Up. My maximum download was 80 - 100kbps download and an average of 40-60kbps. This is supposed to be an 8Mbps link.

8. That the wifi modem would have to be changed to one that does not have wireless and that this will resolve the current issue.

9. To purchase a router as the one that will be installed does not support wireless. (NOTE: The 8 Mbps package clearly states that wireless is part of the package so why should I have to buy one?)

10. That I will indeed be given a new Cable modem + wifi since I am still on Turbo 8. (February 16th)

11. That another technician will come over to check the internet and TV signal issue.

12. That the HD receiver and phone will be issued soon as they are in stock. (They have not been provided to date.)

13. That it was a mis-communication on the previous mail and that you need to change the modem but to one without the Wifi and that I should tell you if I have purchased the router for the wifi! (Again, the Turbo 8 package is advertised as coming with wifi) (February 17th)

14. That you are working on a resolution for this matter and shall get back to me shortly. (February 18th)

I have noticed that packet loss on the link is very high (sometimes between 60% to 80%). I have sent emails with this information which has been totally ignored.

I have also been told:

1. That the receiver supplied is an SD Receiver which will be upgraded to the HD Receiver. 2. No phone set was supplied but will be brought as they out of stock (apparently since November last year). 3. That they have just received the HD decoders and telephone which will be installed soon (I was told this on the 27th of January) once they have been integrated into our system.

*It's March 15th and guess what, I'm still waiting for a solution to these problems. We (Kenya) plan to be the ICT hub for East and Southern Africa, with all the plans in place for the ICT city (Malili). If this is a sample of things to come in regards to customer service and quality of service.... well I suppose you can guess what our potential audience will think of us (Kenya).

Brian Ngure

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Dear Patricia, Thanks for sharing this information - quite useful. You have your work cut out...much much more needs to be done for the common person to be aware of the complaints procedures and the results need to be published within the public domain including how complaints are being handled in all sub-sectors. It's not enough to have it tacked away on the website. Same applies to QoS performance info. The long string of complaints on the KICTANET list alone on ISP services is quite shocking, I can imagine if opened up to the public on all ICT services! It's the first I heard of chukua@hatua<mailto:chukua@hatua>, not sure about others. All the best! 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<mailto:eadera@idrc.or.ke> | www.idrc.ca<http://www.idrc.ca/> | www.crdi.ca<http://www.crdi.ca/> ________________________________ From: Muchiri, Patricia [Muchiri@cck.go.ke] Sent: 17 March 2011 17:34 To: Edith Adera Cc: sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com; sharon.kisia@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; KICTAnet ICT Policy Discussions; ruth.muturi@ke.wananchi.com; poonam.pitrola@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com; Kirui, Liston; Ooro, Juma Subject: RE: [KICTAnet] An Open Letter to Zuku (Help me please!!!) Good evening Edith , As earlier promised below is some information to an enquiry you had raised earlier. I hope indeed that this information will be useful .Please let me know if any further information is required. Issues raised: Does CCK have a consumer affairs department. The Commission has a fully fledged Consumer affairs department that handles amongst other responsibilities, consumer complaints. We can be reached on chukua@hatua or complaints @cck.go.ke or on tel no. 020-445 555, 0714 444 555, 0737 445 555 or fax no. 4242394. Can the Commission’s consumer complaint procedures be published? The Commission does indeed have a complaints handling procedure which is in the form of the Kenya Information and Communications (Dispute Resolution) Regulations, 2010. The said regulations have clear steps on how the Commission is expected to handle every complaint/dispute between a consumer and a service provider. The Kenya Information and Communications (Consumer Protection) Regulations, 2010, on the other hand outlines the rights and obligations consumers have as well as the obligations service providers have with regard to the services provided. Section 7 of these regulations also stipulate what service providers need to observe when dealing with the complaints raised by their customers as well as when customers may refer their complaints to the Commission or a third party (arbitrator –where such an arrangement exists). This procedure is as shown below. 7. Complaint handling procedures for licensees. (1) A licensee shall provide easily understood information about its complaint handling processes in various media and formats, including as specifically directed by the Commission from time to time. (2) A customer who wishes to lodge a complaint shall reduce the complaint in writing and lodge it within six months from the date of the incident that the complaint arises from. (3) A licensee shall acknowledge the receipt of a complaint filed with it. (4) A licensee shall where possible, advise a customer at the time of making the complaint on the expected action, timing for investigation and resolution of the complaint and in the event that the service provider regards the complaint as frivolous or vexatious, the consumer shall be informed accordingly. (5) A licensee shall resolve all complaints made by its customers within a reasonable time. (6) A licensee shall put in place a process to provide customer with sufficient information and the means to inquire on the progress of complaints and the processes may include complaint reference numbers or other identifiers in order to facilitate timely and accurate responses to subsequent inquiries by customers. (7) A licensee shall inform the customer of the outcome of the investigation of their complaint, and any decision of the licensee. (8) Where a customer is not satisfied with a decision made on a complaint, the licensee shall give the customer the option of pursuing an identified escalation process, where the decision may be examined by a suitably qualified person in the licensee’s organisation. (9) Where the consumer has already gone through the licensee’s escalation process and the complaint has not been resolved to the consumer’s satisfaction, the customer may refer the complaint to the Commission. (10) The complaint handling processes shall be provided free of charge. (11) Notwithstanding paragraph (10), where the investigation of the complaint requires the retrieval of records more than twelve months old or the retrieval results in any incremental expense or significant inconvenience to the licensee, a licensee may impose a reasonable charge for the complaint handling processes. (12) Any such charges shall be identified by the licensee, be agreed to by the customer and referred to the Commission before being imposed. (13) A licensee shall file, with the Commission, such information and statistics on all complaints reported, including those resolved and those outstanding, on a quarterly basis in the manner prescribed by the Commission from time to time. It will thus be noted that subsections (7) and (8) defines the exit conditions for consumers, upon which the Dispute Resolution regulations then kick in once the consumer has referred the matter to the Commission. The set of regulations detailing these procedures are available on CCK website for reference and are also contained in the downloadable Kenya Information and Communications Act, 1998 document from the same website. With regard to publication of the complaints (dispute) resolution procedures, the Commission has been sharing this information with consumers through its outreach programs. Our contact information is also widely publicized. Please also note that data and statistics on complaints is available in the Commission’s annual report .Under the earlier regulations (The Kenya Communications Regulations, 2001) there was no provision for procedures on complaint handling. The Commission is in the process of embarking on the rollout of another phase of its Consumer education outreach program that will use various media platforms that will endeavour to share this information to the extent possible as well as continue exploiting various other channels to distribute brochures/flyers on the complaint handling procedures. Can QoS performance of all companies be made public? The Commission has recently begun the publication of quality of service performance information in accordance with The Kenya Information And Communications (Licensing And Quality Of Service) Regulations, 2010. It is important to note that this report was for mobile services only. The most recent report can be accessed from the link: http://www.cck.go.ke/consumers/other_info/quality_of_service.html. This is currently limited to being published once a year. Regards , Patricia Muchiri -Assistant Director Consumer Affairs Division Communications Commission of Kenya Tel: +254 20 4242412/413 Mobile: +254 722 836 959 Fax: +254 20 4242411 P.O Box 14448, Nairobi 00800 Nairobi KENYA Email: muchiri@cck.go.ke<mailto:muchiri@cck.go.ke> Website:http://www.cck.go.ke Disclaimer: This email and any files transmitted with it are confidential and intended solely for the use by the individual(s) or entity to whom it is addressed to. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Additionally, if you have received this email in error please notify the sender immediately by a reply e-mail. From: Edith Adera [mailto:eadera@idrc.or.ke] Sent: Thursday, March 17, 2011 2:23 PM To: Muchiri, Patricia Cc: sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com; sharon.kisia@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; KICTAnet ICT Policy Discussions; ruth.muturi@ke.wananchi.com; poonam.pitrola@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com Subject: RE: [KICTAnet] An Open Letter to Zuku (Help me please!!!) Hi Patricia, My point is that it's best that complaint procedures are made publicly available to all Kenyans and sample cases of actions taken to build confidence (with enough advertising for everyone to know) - not every Kenyan has the priviledge of complaining on KICTANET and have action taken. In addition, we should have QoS performance of all companies published for consumers to make their choice. CCK needs to be more aggressive in adopting and implementing some of these best practices to protect consumers. 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<mailto:eadera@idrc.or.ke> | www.idrc.ca<http://www.idrc.ca/> | www.crdi.ca<http://www.crdi.ca/> Error! Filename not specified. ________________________________ From: Muchiri, Patricia [Muchiri@cck.go.ke] Sent: 17 March 2011 13:30 To: Edith Adera Cc: sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com; sharon.kisia@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; KICTAnet ICT Policy Discussions; ruth.muturi@ke.wananchi.com; poonam.pitrola@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com Subject: RE: [KICTAnet] An Open Letter to Zuku (Help me please!!!) Good afternoon Edith , My sincere apologies if there have been any specific consumer complaints that have not been addressed having been raised in the KICTAnet mailing list. More specifically I will coming back to you with a comprehensive response on your enquiry by close of business today. Apology for a late response. Regards, Patricia Muchiri -Assistant Director Consumer Affairs Division Communications Commission of Kenya Tel: +254 20 4242412/413 Mobile: +254 722 836 959 Fax: +254 20 4242411 P.O Box 14448, Nairobi 00800 Nairobi KENYA Email: muchiri@cck.go.ke<mailto:muchiri@cck.go.ke> Website:http://www.cck.go.ke Disclaimer: This email and any files transmitted with it are confidential and intended solely for the use by the individual(s) or entity to whom it is addressed to. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Additionally, if you have received this email in error please notify the sender immediately by a reply e-mail. From: kictanet-bounces+muchiri=cck.go.ke@lists.kictanet.or.ke [mailto:kictanet-bounces+muchiri=cck.go.ke@lists.kictanet.or.ke] On Behalf Of Edith Adera Sent: Wednesday, March 16, 2011 6:18 PM To: Muchiri, Patricia Cc: sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com; sharon.kisia@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; KICTAnet ICT Policy Discussions; ruth.muturi@ke.wananchi.com; poonam.pitrola@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com Subject: Re: [kictanet] An Open Letter to Zuku (Help me please!!!) 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<mailto:eadera@idrc.or.ke> | www.idrc.ca<http://www.idrc.ca/> | www.crdi.ca<http://www.crdi.ca/> Error! Filename not specified. ________________________________ From: kictanet-bounces+eadera=idrc.or.ke@lists.kictanet.or.ke [kictanet-bounces+eadera=idrc.or.ke@lists.kictanet.or.ke] On Behalf Of Brian Ngure [brian@pixie.co.ke] Sent: 15 March 2011 01:43 To: Edith Adera Cc: sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; poonam.pitrola@ke.wananchi.com; ruth.muturi@ke.wananchi.com; sharon.kisia@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com; KICTAnet ICT Policy Discussions Subject: [kictanet] An Open Letter to Zuku (Help me please!!!) Hi, I would like to bring to attention the extremely poor service provided by Zuku. The quality of service has steadily declined. Emails to customer support are now totally ignored. When I subscribed to the "Turbo 8" bundle from Zuku, I was informed that the speed would be maintained at a minimum of 70% to 80% (approximately 5Mbps - 6Mbps). However, the down speed on my 8Mbps Turbo 8 fibre link is now 0.33Mbps. (This represents 3.75% of the speed that I am signed up for and is advertised by Zuku.) Is there a body that performs routine checks on quality of service? e.g. CCK? And if so, is there a specified procedure that one should follow? Also, if a complaint is filed, is it acted upon? Has anyone on this list filed a complaint and a solution has been found? I am at my wits end. I don't know what else to do. Below is a summary of some of the communication I have had with Zuku support since mid January. ---------------------- My Turbo 8 connection is has been experiencing slow speeds since Monday 24th January. I also lost the TV signal from 23rd January until 7th February. In one of the screenshots, you can see that packet loss on the first two hops is greater than 70%. A work order number was raised: 298106. In calls to support, I have been told: 1. That the problem is a node near my house in Lavington. 2. That the modem firmware is faulty. 3. That the modem is fine! 4. That the 8Mbps package is a shared bandwith, BUT SPEEDS OF 0.3Mbps to a maximum of 1.2Mbps on an 8 Mbps link? 5. That support teams would come on specifed days at specified times (They never bothered to show up or call!) 6. That there is an issue with the main line and the issue has been escalated to our maintenance team who are working to resolve the matter. 7. That the support technician who finally came to my house lied and said everything is ok even though my TV signal (which finally came back on its own) still was jerky and the internet speed was 1.2 Mbps Down and 0.8 Mbps Up. My maximum download was 80 - 100kbps download and an average of 40-60kbps. This is supposed to be an 8Mbps link. 8. That the wifi modem would have to be changed to one that does not have wireless and that this will resolve the current issue. 9. To purchase a router as the one that will be installed does not support wireless. (NOTE: The 8 Mbps package clearly states that wireless is part of the package so why should I have to buy one?) 10. That I will indeed be given a new Cable modem + wifi since I am still on Turbo 8. (February 16th) 11. That another technician will come over to check the internet and TV signal issue. 12. That the HD receiver and phone will be issued soon as they are in stock. (They have not been provided to date.) 13. That it was a mis-communication on the previous mail and that you need to change the modem but to one without the Wifi and that I should tell you if I have purchased the router for the wifi! (Again, the Turbo 8 package is advertised as coming with wifi) (February 17th) 14. That you are working on a resolution for this matter and shall get back to me shortly. (February 18th) I have noticed that packet loss on the link is very high (sometimes between 60% to 80%). I have sent emails with this information which has been totally ignored. I have also been told: 1. That the receiver supplied is an SD Receiver which will be upgraded to the HD Receiver. 2. No phone set was supplied but will be brought as they out of stock (apparently since November last year). 3. That they have just received the HD decoders and telephone which will be installed soon (I was told this on the 27th of January) once they have been integrated into our system. It's March 15th and guess what, I'm still waiting for a solution to these problems. We (Kenya) plan to be the ICT hub for East and Southern Africa, with all the plans in place for the ICT city (Malili). If this is a sample of things to come in regards to customer service and quality of service.... well I suppose you can guess what our potential audience will think of us (Kenya). Brian Ngure

Barrack No amount of Technology will sort out basic CS issues. Technology is an enabler not the silver bullet to a systemic breakdown at a company that once used to be the pride of this country. Its very sad that after two days of consistent complaints nothing has been done! Regards Ali Hussein Ali Hussein - Sent from my BlackBerry® -----Original Message----- From: Barrack Otieno <otieno.barrack@gmail.com> Sender: kictanet-bounces+info=alyhussein.com@lists.kictanet.or.ke Date: Thu, 17 Mar 2011 15:40:10 To: <info@alyhussein.com> Cc: KICTAnet ICT Policy Discussions<kictanet@lists.kictanet.or.ke> Subject: Re: [kictanet] An Open Letter to Zuku (Help me please!!!) Clearly there is a major problem and since Njeri promised some action, let's give them time to put their house in order, I guess what Zuku needs is a good ERP to coordinate its divisions, being an affected client I noticed poor communication as one of the challenges. On 3/17/11, Muchiri, Patricia <Muchiri@cck.go.ke> wrote:

Good afternoon Edith ,

My sincere apologies if there have been any specific consumer complaints that have not been addressed having been raised in the KICTAnet mailing list. More specifically I will coming back to you with a comprehensive response on your enquiry by close of business today.

Apology for a late response.

Regards,

Patricia Muchiri -Assistant Director

Consumer Affairs Division

Communications Commission of Kenya

Tel: +254 20 4242412/413

Mobile: +254 722 836 959

Fax: +254 20 4242411

P.O Box 14448, Nairobi

00800

Nairobi

KENYA

Email: muchiri@cck.go.ke <mailto:muchiri@cck.go.ke>

Website:http://www.cck.go.ke

Disclaimer:

This email and any files transmitted with it are confidential and intended solely for the use by the individual(s) or entity to whom it is addressed to. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Additionally, if you have received this email in error please notify the sender immediately by a reply e-mail.

From: kictanet-bounces+muchiri=cck.go.ke@lists.kictanet.or.ke [mailto:kictanet-bounces+muchiri=cck.go.ke@lists.kictanet.or.ke] On Behalf Of Edith Adera Sent: Wednesday, March 16, 2011 6:18 PM To: Muchiri, Patricia Cc: sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com; sharon.kisia@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; KICTAnet ICT Policy Discussions; ruth.muturi@ke.wananchi.com; poonam.pitrola@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com Subject: Re: [kictanet] An Open Letter to Zuku (Help me please!!!)

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 <http://www.idrc.ca/> | www.crdi.ca <http://www.crdi.ca/>

Error! Filename not specified.

________________________________

From: kictanet-bounces+eadera=idrc.or.ke@lists.kictanet.or.ke [kictanet-bounces+eadera=idrc.or.ke@lists.kictanet.or.ke] On Behalf Of Brian Ngure [brian@pixie.co.ke] Sent: 15 March 2011 01:43 To: Edith Adera Cc: sabiya.bagha@ke.wananchi.com; ida.aginga@ke.wananchi.com; support@ke.wananchi.com; zukucanhelp@gmail.com; felix.sechero@ke.wananchi.com; poonam.pitrola@ke.wananchi.com; ruth.muturi@ke.wananchi.com; sharon.kisia@ke.wananchi.com; shelmith.njoki@ke.wananchi.com; supportbb@zuku.co.ke; samson.bonyi@ke.wananchi.com; jimmy.mbotela@ke.wananchi.com; KICTAnet ICT Policy Discussions Subject: [kictanet] An Open Letter to Zuku (Help me please!!!)

Hi,

I would like to bring to attention the extremely poor service provided by Zuku. The quality of service has steadily declined. Emails to customer support are now totally ignored.

When I subscribed to the "Turbo 8" bundle from Zuku, I was informed that the speed would be maintained at a minimum of 70% to 80% (approximately 5Mbps - 6Mbps). However, the down speed on my 8Mbps Turbo 8 fibre link is now 0.33Mbps. (This represents 3.75% of the speed that I am signed up for and is advertised by Zuku.)

Is there a body that performs routine checks on quality of service? e.g. CCK? And if so, is there a specified procedure that one should follow? Also, if a complaint is filed, is it acted upon? Has anyone on this list filed a complaint and a solution has been found?

I am at my wits end. I don't know what else to do.

Below is a summary of some of the communication I have had with Zuku support since mid January.

----------------------

My Turbo 8 connection is has been experiencing slow speeds since Monday 24th January.

I also lost the TV signal from 23rd January until 7th February.

In one of the screenshots, you can see that packet loss on the first two hops is greater than 70%.

A work order number was raised: 298106.

In calls to support, I have been told:

1. That the problem is a node near my house in Lavington.

2. That the modem firmware is faulty.

3. That the modem is fine!

4. That the 8Mbps package is a shared bandwith, BUT SPEEDS OF 0.3Mbps to a maximum of 1.2Mbps on an 8 Mbps link?

5. That support teams would come on specifed days at specified times (They never bothered to show up or call!)

6. That there is an issue with the main line and the issue has been escalated to our maintenance team who are working to resolve the matter.

7. That the support technician who finally came to my house lied and said everything is ok even though my TV signal (which finally came back on its own) still was jerky and the internet speed was 1.2 Mbps Down and 0.8 Mbps Up. My maximum download was 80 - 100kbps download and an average of 40-60kbps. This is supposed to be an 8Mbps link.

8. That the wifi modem would have to be changed to one that does not have wireless and that this will resolve the current issue.

9. To purchase a router as the one that will be installed does not support wireless. (NOTE: The 8 Mbps package clearly states that wireless is part of the package so why should I have to buy one?)

10. That I will indeed be given a new Cable modem + wifi since I am still on Turbo 8. (February 16th)

11. That another technician will come over to check the internet and TV signal issue.

12. That the HD receiver and phone will be issued soon as they are in stock. (They have not been provided to date.)

13. That it was a mis-communication on the previous mail and that you need to change the modem but to one without the Wifi and that I should tell you if I have purchased the router for the wifi! (Again, the Turbo 8 package is advertised as coming with wifi) (February 17th)

14. That you are working on a resolution for this matter and shall get back to me shortly. (February 18th)

I have noticed that packet loss on the link is very high (sometimes between 60% to 80%). I have sent emails with this information which has been totally ignored.

I have also been told:

1. That the receiver supplied is an SD Receiver which will be upgraded to the HD Receiver. 2. No phone set was supplied but will be brought as they out of stock (apparently since November last year). 3. That they have just received the HD decoders and telephone which will be installed soon (I was told this on the 27th of January) once they have been integrated into our system.

It's March 15th and guess what, I'm still waiting for a solution to these problems. We (Kenya) plan to be the ICT hub for East and Southern Africa, with all the plans in place for the ICT city (Malili). If this is a sample of things to come in regards to customer service and quality of service.... well I suppose you can guess what our potential audience will think of us (Kenya).

Brian Ngure

-- Sent from my mobile device Barrack O. Otieno Afriregister Ltd (Kenya) www.afrire <http://www.afriregister.com>gister.bi, www.afriregister.com<http://www.afriergister.com> <http://www.afriregister.com>ICANN accredited registrar +254721325277 +254-20-2498789 Skype: barrack.otieno _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: info@alyhussein.com Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/info%40alyhussein.com