I think most consumers are not that educated about these services or they do not even know what Tech savvy means :). Considering the kind of market that the global south provides, then the SPs should device way of dealing with the non techy clients.Corporates can hire technicians to deal with the 'minor' issues. From the normal KE client's perspective, they expect once e a service is launched, it should be functional w/o any hitch whatsoever even when their laptop runs out of charge :) Probably educating the masses or their clients would go a long way solving this. My thoughts. On 11/21/2012 01:57 PM, richard were wrote:
Makes most sense to me
________________________________ From: The Awakening . <txt22ke@hotmail.com> To: richard.were@yahoo.com; odhiambo@gmail.com; "skunkworks@lists.my.co.ke" <skunkworks@lists.my.co.ke> Sent: Wednesday, November 21, 2012 8:37 AM Subject: RE: [Skunkworks] Zuku Internet & Gandhi
To add on There are those clients who are always hopping from one provider to the other, what can we say about them? Does it mean all the SP's are bad? My point is most of those clients who complain the most lack the necessary skills to check where the issues are. Most of the times they don't conduct checks on their end and escalate every issue to the service providers.
As for the corporate clients seldom do you hear them bitching about SPs, cause they know where to look in case of issues on their networks and genuinely escalate issues to the SPs.
________________________________ Date: Tue, 20 Nov 2012 10:11:42 -0800 From: richard.were@yahoo.com To: odhiambo@gmail.com; skunkworks@lists.my.co.ke Subject: Re: [Skunkworks] Zuku Internet & Gandhi
@Wash, KDN have their market segment. The fact that they are not doing mass market and triple play does not mean they they closed shop. To you as a customer, you may think that the different providers are in pure competition but the fact is that they compliment each other and at one stage, even the provider you see as better is a KDN/WOL/TKL customer.
In short, just like the supporters of different political candidates keep believing that the candidate they don't support is the demon around, the trouth is that all the candidates dine together and are always united for their own benefits. Same with you, as you may think that one provider is going down and praise the other, all the providers unit for their good and gain.
You can also never fight a provider, in the end, you will pack and go but the provider will remain. If I were you, I would concentrate on the service am getting against the SLA and avooid issues which don't affect me/benfit me as a customer
________________________________ From: Odhiambo Washington <odhiambo@gmail.com> To: richard were <richard.were@yahoo.com>; Skunkworks Mailing List <skunkworks@lists.my.co.ke> Cc: "shamhad@kanji.ca" <shamhad@kanji.ca> Sent: Tuesday, November 20, 2012 8:13 PM Subject: Re: [Skunkworks] Zuku Internet & Gandhi
@Richard,
I have tasted both sides of this. I have been, at one point, the face of a few providers. If you can trace back, you will discover this. In this other life, I have been the customer - on the receiving end of poor service. Well, let me give you a nice example. KDN behaved much like Zuku is now, ignored complaints and critique - direct and public. Tell me where KDN is now, and tell me who should respect the other.
On Tue, Nov 20, 2012 at 7:51 PM, richard were <richard.were@yahoo.com> wrote:
Sham,
I like your citation from Gandhi.
You will need to observe that from your our quote, the customer is talking to/visiting the service provider. NOT complaining along the streets to the wrong audience. My point remains, direct the problem to the right place. We may be shocked if we hear from Zuku the experience they have had with those customers complaining - I mean the customer you say "amen" when they churn.
@Wash, Yes, you must respect the service provider, if you don't, then they take you as a perenial complainant and ignore your complains. I know from your comments, knowledge and contribution in every issue touching on a service provider that you must have been a victim as you seem to have experience and internal knowledge of all the service providers. Let me assure you that when you complain, churn and assume that you don't need to respect the provider, other who know who to report their problems in a respectful way using the right channel keep on enjoying service and some run more crucial operations. As much as I have no experience and interest in Zuku, my point is we need to reduce the number of public complains after all, am certain you have the contacts of their engineers including their managemnet. Just be deligent and use the right procedure.
________________________________ From: Sham Kanji <shamhad@kanji.ca> To: 'Skunkworks Mailing List' <skunkworks@lists.my.co.ke> Sent: Tuesday, November 20, 2012 4:57 PM Subject: Re: [Skunkworks] Zuku Internet & Gandhi
IT was Mahatma Gandhi who in a speech in South Africa in 1890 said:
"A customer is the most important visitor on our premises.
He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider of our business. He is part of it.
We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to do so."
From:skunkworks-bounces@lists.my.co.ke [mailto:skunkworks-bounces@lists.my.co.ke] On Behalf Of Odhiambo Washington Sent: November-20-12 4:42 PM To: richard were; Skunkworks Mailing List Subject: Re: [Skunkworks] Zuku Internet
Respectful to the service providers is a new vocabulary I've heard today. Who should respect the other? The one paying or the one who is paid to deliver service? Did you ever heard the saying that "Customer is King"? The customer gives us the opportunity to service them, not to demand respect from them!
You must be living in your own world, Mr. Richard Were, far from where we live.
When someone gets to the point where they get to vent in a public forum, it is not diplomacy they are seeking and so a diplomat's opinion like what you appear to push forward is uncalled for. Will you maintain this level of diplomacy (or coolness) when you don't have service for, say, 3 days? Yet you continue to be billed and pay?
Have a diplomatic evening, peeps!
On Tue, Nov 20, 2012 at 4:32 PM, richard were <richard.were@yahoo.com> wrote: Agreed.
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.
________________________________
From:Sham Kanji <shamhad@kanji.ca> To: 'richard were' <richard.were@yahoo.com>; 'Skunkworks Mailing List' <skunkworks@lists.my.co.ke> Sent: Tuesday, November 20, 2012 3:07 PM Subject: RE: [Skunkworks] Zuku Internet
HI All,
Let's agree that there is a problem and the first proper action is to take it to customer service. And this is the key, customer service is about service to the customer. It's either lip-service or service. Draw your conclusions.
In fairness, I just got a valid confirmation by email that there is a problem in my area as several subscribers have complained about the same. So after 12 days of no internet, at least some complaints have caught someone's attention. Let's see what happens.
Sham
From:skunkworks-bounces@lists.my.co.ke [mailto:skunkworks-bounces@lists.my.co.ke] On Behalf Of richard were Sent: November-20-12 1:48 PM To: Skunkworks Mailing List Subject: Re: [Skunkworks] Zuku Internet
Sir,
You seem to have more problems.
I will advise that you seat with Zuku support and account Manager to help you understand the product you bought and the limitations.
In case you feel you are still being short changed, you better get an option.
I am certain Zuku will sort you out and don't assume that your problem is a communion problem - it is just yours as there are several happy customers on the same product.
But most important, understanding your product and communicating to reporting to the right person at the right time will either help you have your issues resolved and/or help you make informed decision.
Were
________________________________
From:Brian Ngure <brian@pixie.co.ke> To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> Sent: Tuesday, November 20, 2012 9:40 AM Subject: Re: [Skunkworks] Zuku Internet
1. You will never get anywhere with Zuku support. 2. You will never get the actual speeds Zuku advertise. 3. If you push them, they will actually send you anonymous insulting emails (this happened to me).
On Tue, Nov 20, 2012 at 8:53 AM, Sham Kanji <shamhad@kanji.ca> wrote: Same problem here, on orange at moment and still paying. In getting to 11 days without reliable service,
What good is it to gain the world but loose your soul? Applies here?
What happens as they add more subscribers, we get shared down to table scraps.
Sham
Sent from my iPhone
On 2012-11-20, at 7:52 AM, Job Muriuki <muriukin@gmail.com> wrote: Same on their for their zuku biz packages offered on their metro fiber . Ever since they started tripple play, my internet experience has been bad. I gave up on calling their support.
On Nov 20, 2012 6:57 AM, <nmuttai@gmail.com> wrote: Same here! I have a Turbo8 package. Called Zuku support only for the guy to give me a lecture on how contention ratios work, of course after the mandatory and pointless "reboot your modem"....bottom line? I should not expect anything more than 50Kbps Rx...note its note even KBps! On a Turbo8? Really? Kwani what is the contention here? I gave up at that point.
Sent from my BlackBerry�
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