Dear Wash,

I do believe KDN deserves a right of reply to the below.
Contrary to popular believe, KDN values its all its clients equally and we have not segregated our clients into groupings of either big or small. All clients deserve and have a right to be attended to promptly and efficiently as the systems and services that they run are critical to their businesses. This is the target that we are continuously and tirelessly working towards and I will say that we are in line to achieving our targets.

To answer specifically the points that you raised, we are utilising an RT and CRM system to log, track, document and update our clients whenever an issue arises on the product or service that they are utilising from us. Though the causes of outages are many and varied, each ticket is assigned to an engineer who works on it and once resolved communicates back to the client for confirmation before ticket closure.
Other issues that are specifically not service related are handled by account managers who are assigned dockets dealing with vertical markets. With the above processes in place which are reviewed often, we strive to offer quality service to all our clients 24 hours a day, 7 days a week, 365 days a year.

To all prospective and current clients on the list, kindly find below the various methods that you can communicate to KDN and specifically reporting service affecting faults.

Tel (GSM Pilot line): 0711-060-000 (dial / press 1 for support)

Email: support@kdn.co.ke

MSN / LIVE Chat: support@kdn.co.ke

Izzytalk Online VoIP Calls: http://www.izzytalk.co.ke/contact.php (To use this service, please note you’ll need to register. Its FREE to register and call)

VoIP: 5-000-000 (to subcribe to this service please write to voice@kdn.co.ke)

Your request will be received by our Contact Center who will log in your case and assign you a ticket number.

For NEW support inquiries sent to support@kdn.co.ke, you will receive an acknowledgment from our Contact Center. The CC Agents will reply to your query giving you the details of the assigned ticket number and the engineer to attend to your inquiry.

For FOLLOW-UP of an existing case please write to level1support@kdn.co.ke ensuring your ticket number is quoted on the Subject line. (Please DO NOT address level1support@kdn.co.ke for new inquiries as these should go to support@kdn.co.ke)

For any further queries / clarification, please feel free to contact our support desk or your account manager.

We thank you for your continued business support and are glad to be at your service.

Kind Regards,

John H Mwangi,
Customer Support Services,
Kenya Data Networks,
P.O Box 62499 - 00200,
Nairobi, Kenya.
Tel:  +254 20 556755, 711 060 000
EXT 107
Fax: +254 20 828685
URL: www.kdn.co.ke ; www.butterfly.co.ke
msn: gmwazjh@hotmail.com
skype: gmwazjjh@skype.com
yahoo: gmwaz@yahoo.com
 

"...... Do not be afraid. Stand firm and you will see the deliverance the LORD will bring you today...... " Exodus 14:10b

Odhiambo ワシントン wrote:

2009/5/20 michael wambua <m80mig@gmail.com>

come on guys...this is one company that has been a stepping stone to
very many organizations that are mostly ICT...through them also we
have had the ICT sector having a gud growth...i do agree abt the small
clients nt getting proper service and i guess thats smthing kdn ought
to look at...bt vibing like that abt A KENYAN company...it aint right
and i am a client also and i think the smallest client.KDN kazi kwenyu

We are NOT vibing! We are not just talking! What is a company worth (to a client) if service is not forthcoming? Should we just bury the complaints under the table because it is a KENYAN company? Are they probably giving you FREE service?

--
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
"Clothes make the man. Naked people have little or no influence on society."
-- Mark Twain
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Hello Skunk*s

Is there anyone on this forum who can say they are happy with KDN?
From my dealings with this company, I fear that something is not quite right. Actually, if KDN is surviving in the Kenyan market, then any company can! What with the absence of any semblance of Customer Service? Or is it just me who is not quite lucky with them?
What is your general view of KDNs service delivery?

--
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
"Clothes make the man. Naked people have little or no influence on society."
-- Mark Twain