Expecting world class services at mama mboga prices is not tenable. We are in a capitalist system and providing the level of support that we want costs money. money that we are not willing to shell.I am biased because every issue I have with them is promptly sorted including when a random guy decided to cut trees in the neighborhood and figured the zuku cable is a nice hanging line for a humongous branch. They came the following day to fix it and I was back up.The refund argument is reminiscent to the debate we had some time back about expiring Safaricom data bundles. to the consumer, expiring bundles make no sense seeing as they are seen as bought products. But to Safaricom it is another matter.The fact that no SLA was signed between the consumer and Wananchi renders any claims untenable. If you want 99.9% service, get an SLA.Regards,On Mon, Nov 26, 2012 at 4:12 PM, Michael Bullut <main@kipsang.com> wrote:
I find most of section four is in question...
4. SUPPLY OF THE SERVICES.
- Installation of Customer Premises Equipment:
Wananchi shall make reasonable endeavours to meet the installation date as agreed with its sales representatives usually within 24 hours. Wananchi will however not be liable to the Customer for any consequences of delay or be liable for any damages, costs or expenses whatsoever, which the Customer may incur or suffer as a result of a delay in the completion of the installation.
I usually don't believe what I'm told by sales representatives regarding any I.T. service I subscribe to (Internet, M.P.L.S. V.P.N. et al). I would rather hear the pros and cons from the engineers who integrate & support the service. vis-à-vis the exact date of service integration, the Project Manager would best be able to answer this as he / she is the party responsible for the Delivery Of Service process unto completion. What irks me about this particular point is that Wananchi doesn't seem keen on delivery timelines (or are K.P.I.s not emphasized in such an organization?). Say, if there is a delay on provisioning of layer two for such a service (assuming Wananchi have no layer two infrastructure of their own), wouldn't my enterprise workings be affected? Shouldn't Wananchi be keen to minimize the downtime window experienced during network integration?
- No Warranties, Availability and Supply of the Services:
Although Wananchi will take all reasonable steps to ensure that the Services are available to the Customer at all times, it cannot guarantee a continuous fault free service. The quality and availability of Services may be affected by factors including (but not limited to) Force Majeure planned maintenance or rectification work on the Network, the transmission link(s), or the Customers Equipment may interfere adversely with the quality and provision of the Services. Wananchi does not warrant that the Service or any Customer Premises Equipment or any other equipment provided by it will meet your needs, perform at a particular speed, bandwidth or data throughput rate, or will be uninterrupted, error-free, or secure, or free of viruses, worms, disabling code or conditions, or the like. It is agreed that the Customer's inability to use the Services or Content by reason of failure of any Customer Equipment shall not relieve it from payment of any of the Charges due under this Agreement.
Granted that planned maintenance or rectification work will interfere will the provision of services to clientele, management of the transmission link(s); customer premises equipment (I'm reckoning fibre switch or the wimax units) and customer equipment (assuming the client can't manage their C.E. device due to lack of technical knowledge) should fall under Wananchi's domain. In addition, when integrating such a service, aren't quality checks carried out to ascertain that you are getting what you paid for? Say, you get Internet, an iperf test carried out between one's equipment and Wananchi's servers would be ideal to verify that the bandwidth you subscribe to is what you're getting on the ground.
My two cents folks...On 26 November 2012 13:45, <ashok+skunkworks@parliaments.info> wrote:
On 26 November 2012 10:58, Odhiambo Washington <odhiambo@gmail.com> wrote:
"However, the services we provide are not fault free and these outages are included in the cost of service provision"
Yeah that was an odd kind of reasoning to me too .
Since they cited "Force Majeure" as KPLC being unable provide them service as the reason, I have asked them for proof since there was no sustained electrical outage for 1 week .
Ashok
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
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Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
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