On 12 September 2011 13:32, christine maina <
cmaina09@gmail.com> wrote:
> does Zuku ever offer what they promise, they came to my office on
> Ngongroad,took a cheque for internet connection a month ago and have
> never connected us,now they say they need 3 weeks to do so,why do they sell
> hot air.....they want to keep my money for 7 weeks without providing me with
> the service i paid for....in a nutshell even with poor customer service in
> many kenyan companies....they are the most bogus service providers i have
> met
>
> one of my company directors also paid for connection in june,they connected
> her last week... 3 months later....
>
> i could say more but let me jus stop .....your business processes are not
> streamlined and i dont think your operations manager deserves his/her
> job....
>
> On Mon, Sep 12, 2011 at 1:00 PM, Kevin Oeba <
oeba.kevin@gmail.com> wrote:
>>
>> Patrick,
>>
>> I think Zuku's customer care approach is wanting. This is just one forum
>> that your customers get a chance to ventilate their frustrations to their
>> peers. I pity other customers who don't belong to a forum like skunkworks.
>> You cannot tell how many are suffering. Or, another scenario is, they are
>> complaining on another forum that Zuku's support team or you don't subscribe
>> to.
>>
>> The problems raised cut across the board for your customers and from a
>> layman's perspective you have to put your house in order and have your
>> support team understand how your equipment works, how to fix them , have a
>> quick turn around to replacing the equipment if it doesn't work , have
>> telephone lines that work and have a support team that has a solution.
>>
>> The damage has been done. You will have to convince all skunkwork members
>> , their friends, drinking partners, 'chamaa colleagues' , family and spouses
>> why they should pick up your service because they seek an IT person's
>> opinion on whether Zuku's service are on point.
>>
>> Sorry for the lecture, but I'm just saying ... Some of your customers are
>> not happy ....
>>
>>
>> Kind regards,
>>
>> Kevin
>>
>>
>>
>>
>> On Mon, Sep 12, 2011 at 9:38 AM, Brian Ngure <
brian@pixie.co.ke> wrote:
>>>
>>> Patrick,
>>>
>>> As a first step, ensure your clients can contact you when there is a
>>> problem. Fix your broken IVR. I tried it again this morning and I still got
>>> weird instructions.
>>>
>>> On Mon, Sep 12, 2011 at 8:43 AM, Patrick Kamau
>>> <
patrick.kamau@ke.wananchi.com> wrote:
>>>>
>>>> Nick/Brian,
>>>>
>>>> Your feedback on our service level is hereby acknowledged for action. 72
>>>> hours of no service is unacceptable and i'm following up to find out why
>>>> this has taken that long.
>>>>
>>>> Regarding the phone, a field team will deliver the handset for you case
>>>> Nick amongest others and for Brian's case they'll will be checking why the
>>>> phone has not been working later in the day. Our voice offer is amazing with
>>>> On Net Calls and Off Net Calls.
>>>> All,
>>>> I've been receiving your feedback through this list and in a joint
>>>> effort, we're working extremely hard to ensure we offer what customer want.
>>>> Continue giving feedback on our service and we'll write back to
>>>> you separately regarding any query or help needed.
>>>> Those in the list residing within Triple play coverage, write back to
>>>> me separately and we'll get you hooked up on our different products.
>>>> Regards
>>>> Patrick Kamau
>>>> ________________________________
>>>> From: "Nick Muttai" <
nmuttai@gmail.com>
>>>> To: "Skunkworks Mailing List" <
skunkworks@lists.my.co.ke>
>>>> Sent: Monday, September 12, 2011 12:16:31 AM
>>>> Subject: Re: [Skunkworks] Zuku support contact
>>>>
>>>> A few weeks ago I gave them a thumbs up, today I am horrified by their
>>>> support and response, I retract my previous statements.
>>>> - First, since I signed up for the service Turbo8 three months ago, I
>>>> have never received my phone, the guys keep promising they will bring it, I
>>>> saw a new installation being done and the guy got a phone....eeeeh are the
>>>> 'stores' for the old customers different from the new customers?
>>>> - 9th 3pm : reported no service on triple play. Some guy who has no clue
>>>> what he is doing tells me to restart my modem a gazillion times. He even
>>>> goes on to suggest there is a problem with my billing! Really? THAT is going
>>>> to initiate a "No Signal found" error message on teh STB?
>>>> -9th 7pm : I call again and someone (name withheld) takes me through
>>>> another "restart your modem and wait 5 minutes" session. I go as far as to
>>>> login into the cable modem and retrieving the logs and telling them there
>>>> seems to be a problem with their nodes since I cannot get a DS lock, and
>>>> "Access Denied" on the modem, clearly a connection problem to teh core
>>>> network...two other guys around my area are facing the same problem. Then I
>>>> am told the most ridiculous thing that a support guy should not even utter,
>>>> the guy goes ahead to give me a HFC 101 class and starts with "without
>>>> internet you can never watch telly, so lets sort your internet first, that's
>>>> the fundamentals of HFC networks..." suffice it to say I quietly hang up and
>>>> decided to enjoy my Friday! At that rate, I would need a shrink
>>>> -10th 9AM : called support again and tried to find out whats the
>>>> problem, a lady explains to me that they discovered a node was having a
>>>> problem....genius!
>>>> -10th 1pm...still working on the node.
>>>> -10th 4pm...restart your modem..blah blah blah..
>>>> .........truncated......
>>>> -11th.......lets just say after 4 calls to support, I am close to
>>>> throwing the damn thing out and stick with Safcom or Orange dongle, at least
>>>> you don't expect good service!
>>>> Can anyone from Zuku shed light on what has happened since Friday?? 72
>>>> hours and no service at all?
>>>>
>>>>
>>>> On Sun, Sep 11, 2011 at 7:33 PM, Brian Ngure <
brian@pixie.co.ke> wrote:
>>>>>
>>>>> Zuku have the worst customer care on the planet!!! Here is my story:
>>>>>
>>>>> After waiting 10 months for the phone in the triple play, it was
>>>>> finally installed mid this week. The next day, I lose all services
>>>>> (internet, TV and phone). Then I try call customer care and the nightmare
>>>>> begins.
>>>>> 1. Their IVR system has been set up by a retarded monkey. As soon as
>>>>> you select any number, it asks you to type the name of the person you want
>>>>> to speak to????? (like, seriously, who do I know there?) And when you
>>>>> finally think you are getting somewhere, it tells you " we are sorry we
>>>>> could answer your call, please leave a message". BUT, there is no beep or
>>>>> any indication where to leave your message.
>>>>> 2. I finally manage to talk to a customer care guy (who is typically
>>>>> clueless) and get no help at all. Finally find out that there is a problem
>>>>> with the node serving me.
>>>>> 3. 24 hours later, still no service and being told (after another
>>>>> headache getting through to support) that it will take yet another day to
>>>>> sort me out.
>>>>> So, today, I have internet and TV, but the phone I have fought and
>>>>> begged and pleased for over the last 10 months is not working.
>>>>> I am just fed up!!!!
>>>>>
>>>>>
>>>>>
>>>>> On Sat, Sep 10, 2011 at 4:56 PM, Agosta Liko <
agostal@gmail.com> wrote:
>>>>>>
>>>>>> Josh.
>>>>>>
>>>>>> I hv smsed the contacts.
>>>>>>
>>>>>> Thanks
>>>>>>
>>>>>> On 9/10/11, Josh Handley <
josh@bridgeinternationalacademies.com>
>>>>>> wrote:
>>>>>> > Anyone have a support contact for Zuku fiber? Both internet and TV
>>>>>> > have been
>>>>>> > since yesterday and can't seem to get a live person on the phone.
>>>>>> >
>>>>>> > Josh
>>>>>> >
>>>>>>
>>>>>> --
>>>>>> Sent from my mobile device
>>>>>> _______________________________________________
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>>>>>
>>>>>
>>>>>
>>>>> --
>>>>> Regards
>>>>>
>>>>> Brian Ngure
>>>>>
>>>>> _______________________________________________
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>>>>>
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>>>>
>>>>
>>>>
>>>> --
>>>> Mwafrika
>>>>
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>>>
>>>
>>>
>>> --
>>> Regards
>>>
>>> Brian Ngure
>>>
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>>
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