Zuku: My customer care horror story
I shifted offices to the Muthaiga area in July and after asking guys
around, I was advice o go for Zuku by a knowledgeable friend working with
a Fibre Optic Cable company.
I had heard roumours that they have bad support, but I am the person who
has faith until proven otherwise.
I was told that there were no cables to come and be used in my office
(which I found weird) and after alot for pleading, one person assisted and
the equipment was installed. I hadn�t been told about a router and I went
and looked for cash and paid for them together. I forgave all the previous
hurts of waiting and opened another leaf�.didn�t know my trouble starts
HERE (Tuesday last week)
The cashier at Loita Street only told me �we don�t have Routers here�
when she had finished keying in my cheque�despite having explained how I
have had over 20 days internet less. She told me to talk to the lady at
Reception (Loita) , who happily told me that rather than I wait , I can go
to westlands Apic Centre and pick up an already configured Modem to go to
the office and plug and Play. That was a better option that waits to pick
on Thursday the same week.
I arrive at Apic and am told �.sorry�. No routers here and I Plead (
despite that it ain�t a favour)..and that lady was so helpful. She
questioned the receptionist at Loita why she sent me without inquiring and
the receptionist never replied. She went out of her way and called Mombasa
road and asked them to please give me a router. I left westlands for
Mombasa road and they took 2 hours to get router and configure�I was
promised. Go plug and play.
Went jumping up and down to the office, plugged and IT NEVER PLAYED!@#%#$@$
There started my super beef. I have never had 2 hours of internet per day.
I almost know everyone at customer service by name and I spend at least
2-4 hours on phone daily with Zuku and these are the only options I have
ever been given.
� Give us your account code = 69589
� Restart the Router
� Remove the power cable from the Indoor unit and put it back after 3
minutes?
� Have you plugged the cable form the IDU in the right place?
� Ping �CMD�. Ipconfig /release /renew
� Restart your computer.
Truly it�s a trial x and trial Y affair here. Last week on Thursday I was
promised that someone will come and they have never appeared. Today a
senior support staff went abit further and I truly lost it when she told
me that the �engineers have refused to come�. I thought of eating bees. �
the best they can is tomorrow before lunch�.
In the mean time, this is what it has cost me:
1. A LOT OF STRESS
2. Am ever on phone for at least 2 hours since last Tuesday
3. Sooo much lost business and modem costs (I spend in a week what I spend
of Zuku in a month) and we have at least 3 modems and we do website design
for heaven sake.
4. We look like fools because we can never host a website in time and some
guys will never understand that we don�t have internet.
5. �The most painful this is how the call centre and � I will escalate
this to a senior engineers� and � we will call back in 10 minutes 9 which
will happen after a reminder�
This is a service company and I have prepaid my internet. Surely you can
do better. Our company has 8 staff members and none is a sweeper or
receptionist�I wonder if anyone around them would ever allow anyone to
make the mistake I did.
My 3 questions are simple:
1. Can I get an engineer to my site �I can wait up to end of day for them
2. Can I get my one week back? I want and extension of this week to my
paid bill.
3. Can I be promised that I can enjoy my internet as my neigbour who never
has issues?
If anyone is interested�� these are my details:
Oscar Kimani Maina
0723891015 /0737 891015
oscar@transtech.co.ke/techstuff@transtech.co.ke
Client ID : 69589
