"However, the services we provide are not fault free and these outages are included in the cost of service provision"

So, take it that:

(a) Cost of service provision is KES N (your monthly fee)
(b) Outage factor, Y, is X% of N
(c) Cost of outage = (N-Y)

Their assertion here is that (N-Y) is already discounted on your N and so you should not claim anything. That tallies with the "cheap" (apparent) rates you get for their services.

When they say "cheap is expensive", they mean that when Zuku was down, you had to use an alternative provider (possibly 3G) to get your work done. You see how easy it is sto translate cheap-is-expensive?

So as they say in the genX lingo, wewe mezea tu! :-)



On Mon, Nov 26, 2012 at 10:33 AM, <ashok+skunkworks@parliaments.info> wrote:
My Zuku connection was knocked out for a week after a brief rain (It was down for everyone on the road i am in ) -- I asked Zuku for a refund for the 7 day period  : 


Dear Ashok, 

Thank you for your email. 

Zuku exercises all reasonable attempts to ensure your service is uninterrupted. However, the services we provide are not fault free and these outages are included in the cost of service provision. 

This and more stipulations may be found in our Terms and Conditions of service. 


In light of the above, we are unable to provide the compensation you request. 

Any resulting inconvenience is regretted. 


Regards,

Loyce Chole
Billing/Customer Service Executive,
Wananchi Group  Limited,
Gateway Business Park, Block E
P.O Box 10286-00100 NAIROBI
Customer Service: 0 205 205 205
Mobile: 0732132200/0719028200
E-mail: billing@ke.wananchi.com
www.zuku.co.ke


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--
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
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