Ditto and ditto. Class action suits will be here if not already. In any society that prides itself on taking care of its issues and has a sense of responsibility, civil suits are designed to keep things in check; something we lack in Kenya.

Count me in should you want to discuss this joint paper. We are in fact going down this path with a separate solution, can’t discuss it here.

BTW – I also had Zuku at my CBD office at the Hilton and cancelled it within the month. Why, I paid 10000 to install it and then had to switch as I wasn’t getting speeds any higher than 256 on a 1mbps connection. Switched to chear/kdn and in most cases has been pretty good. Although I don’t use it much, I still pay every month.

For the advertised 1, 8 and 20Mbps packages, I really don’t want to pay for an 8 or 100Mbps connection to Zuku, why would I want that? How many of the top 500 sites accessed by Kenyans are connected to Zuku? Especially when the fibre cut happens? Zero is the answer, so a fast connection to zuku is like saying I can provide you with a 220volt stable and reliable line to your house but there is only 50 volts coming in to the business supplying me my 220 volts. LOL! Then its shared so I end up with 10 volts. Oh wait a minute, im supposed to get 220 volts am I not? I cant run my appliances on a 10 volt line.

Overall, when it works, the average time it is stable, my top speeds to the internet, not to Zuku sis no more than 3Mbps which I have never complained about as I understand what the deal is. But why should Zuku stand behind a loophole that gives Zuku a way out from any liabilities, especially when I have to switch and other providers are delivering much better speeds and connectivity while zuku is down?

Its not the price point, its not the normal speeds, but lack of redress, compensation (since it happens way too often) and more importantly that this is not the first time I have had to react and not be complaisant. I simply won’t take it lying down.

Let me know about the paper.

Sham

From: skunkworks-bounces@lists.my.co.ke [mailto:skunkworks-bounces@lists.my.co.ke] On Behalf Of Peter Karunyu
Sent: Wednesday, November 21, 2012 5:23 PM
To: Skunkworks Mailing List
Subject: Re: [Skunkworks] Zuku Internet

I am no lawyer but, if a seller advertises something and fails to deliver on that something, and there is no disclaimer to the nature or eventualities which may cause that something not to reach a buyer in the state advertised, then anyone who buys that something based on the advertisement should have legal backing to sue the seller for either false advertising or breach of contract, if the something purchased fails to meet the "features" advertised.

I suspect this happens all the time abroad given the very comprehensive disclaimers appended to the end of advertisements.

If this paper proposed by @Kevin can form a basis for this, then it should already be in place.

Granted, I like the way Zuku's Fair Usage Policy states, "You can subscribe one of three Internet bandwidth options – 1Mbps, 8Mbps or 20Mbps. The bandwidth speed quoted in Tariff Guide and on your bill is the downstream local bandwidth between Zuku datacentres located in Kenya and the Customer’s site.", and that is why me and my family, friends and relatives will probably never get Zuku, until such a time when the entire Internet is mirrored at their datacentres.

On Wed, Nov 21, 2012 at 5:03 PM, Kevin Omondi <kevin.ouma@gmail.com> wrote:

Skunks,

I had in the past proposed hat we prepare a joint paper related to consumer regulation as far as connectivity is concerned because I think CCK has focused on voice provision.

This could cover aspects such as :-

Correct Advertising practices
Proper disclosure for consumers before signing up ie.should you mention 8MBPs when the consumer is not getting that. Why does orange advertise 21 mbps when consumers will never reach that
Acceptable rebates for lack of service delivery
Penalties for errant ISPs

What are your thoughts ?

On Wed, Nov 21, 2012 at 4:17 PM, Bernard Kioko <bkioko@bernsoft.com> wrote:

What surprises me and completely leaves me puzzled is that we are talking here and naming a company that has a service and that company has made no effort to clear this out or even to promise some action. Complete silence. Blackout. Soooo....i think we should take this to a step slightly higher to demand action from Zuku. Social media works magic.... If anyone here has the twitter and facebook handles for the CEO of Wananchi, share those here and we shall all demand response that way.

On Wed, Nov 21, 2012 at 3:24 PM, Sham Kanji <shamhad@kanji.ca> wrote:

True, very true, but companies don’t realize that like a bad ex-wife or ex-husband, you never stop talking about them even when you have a better partner.

I am not a stickler and am in no way insisting that Zuku be my provider, rather that if they have sought my business, please don’t take me for granted

And my friend, proof is in the pudding, if they are happy to see me go, they should get used to that feeling as surely there will be more who will also get tired of the lack of service and when there are enough dissatisfied customers, the voice or anti-marketing that happens naturally will continue.

I do so love the age of the internet, it’s a place where rants stay and can keep on staying. So while a company is glad to see you go, they wish they had taken the path of least resistance and resolved the so called irate customer. Which I have to ask, am I irate?

12 th day now, no internet, they first refused to downgrade me, I didn’t pay, then they told me I can downgrade so I paid, when I paid no service, I send emails almost daily to them, now my money is being used up, no service, no credit (official response from Zuku) so let me ask, am I already not getting divorced? We may still share the same bed, but might as well be in separate beds, and you surely have to ask, who is responsible for that? My rants? Please ley blame where its due, not the customer who is still paying.

Oh, and already being ignored… I have save all my communications, megs of it and I can show in great detail the perpetual problems and lack of service, and my bills that are all paid for. I am owed, not the other way.

This is still a democracy, one has the right to deny or grant service if they choose, each one having its own cost or gain.

Sham

From: skunkworks-bounces@lists.my.co.ke [mailto:skunkworks-bounces@lists.my.co.ke] On Behalf Of richard were
Sent: November-21-12 2:03 PM
To: Skunkworks Mailing List

Subject: Re: [Skunkworks] Zuku Internet

Sir,

All SP will ignore you when you start using the tone and language you want. when you finally divorce, they celebrate!

From: Okechukwu <okechukwu@gmail.com>
To: Skunkworks Mailing List <skunkworks@lists.my.co.ke>
Sent: Wednesday, November 21, 2012 9:46 AM
Subject: Re: [Skunkworks] Zuku Internet

@Rahim, it is your right to rant - if you don't, how will those who have not tested the waters of the service provider make decisions.

@Richard, respect is earned, and when am paying for a service, I can use whichever tone I want. The fact that their is ranting means that we want the service provider to change and give value for money, otherwise we would have taken other services even if they are more expensive.

I choose not to talk about Zuku coz my relationship with them is on the estranged level - this good wife Zuku has turned to be one of them bad ones, so am soon filing for a divorce.

./Ok3ch

On Wed, Nov 21, 2012 at 8:52 AM, Watchman <skunkingrahim@gmail.com> wrote:

@Richard Were,

Kindly review my initial mail. I even addressed it to Riyaz, I know he's on the list, he is one of the founding Skunks. I have not written to you in the past and will stress that I believe in my hiatus there has been a growth in the forum, I know there's more members and you are probably one of them. I do not post unless it is important or am working late and want company / help from fellow skunks.

I have had similar issues dealt with on - list with the likes of Larry Madowo on this very list. And the diplomacy you speak of went out the window when the customer care rep I spoke with gave me a story about shared contention. If they were keen on responding, and they have in the past, I would have had a response from them by now. Not everyone else feeling the pinch or not for that matter.

In any case, this is an open forum. We speak our views and keep it free :D

How's your morning @Richard?

Good Morning Skunkville.

W #thewatchmanspoke

On Tue, Nov 20, 2012 at 2:32 PM, Steve Muchai <smuchai@gmail.com> wrote:

On Tue, Nov 20, 2012 at 3:32 PM, richard were <richard.were@yahoo.com> wrote:

[....]

> Our complains must have or must be expressed in words and in forums seen to
> be respectful to the service provider.
>
> Expressing displeasure at such places in not respectful to the service
> providers hence I agree on the need to talk to customer service.

I can't believe I'm reading this. Respect my foot!

Most of the complaints you read here are posted after one has tried
all channels, pulled out their hair, kicked the cat etc...in
frustration. It's a name and shame kind of thing - as a last resort
one hopes some skunk who works at $provider will feel embarrassed
enough to actually do something about their rant.

Regards,
Steve

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