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
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-- Regards
Brian Ngure
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-- Mwafrika
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-- Regards
Brian Ngure
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