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. http://zuku.co.ke/triple-play/terms-conditions.html 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
How can an outage be included in the cost of service provision? What is the component in KSH. of outage? Or do they mean to say the service cost 110k and coz outage cost 90k so all you need to pay is 20k. On Nov 26, 2012 10:34 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.
http://zuku.co.ke/triple-play/terms-conditions.html
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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"*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.
http://zuku.co.ke/triple-play/terms-conditions.html
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 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ I can't hear you -- I'm using the scrambler.
It is the ISP equivalent of low cost carrier where you get cheaper rates but pay exorbitantly for anything else like carryon bags, checked-in baggage, food and beverages. Sadly, I think the client is in a very precarious position here. Now that the cost of outages in always accounted for in the rates, what will happen when you have outages lasting weeks to months? Will there be any recourse? The wise and polite thing for Zuku to have done was to apologize and say they are working to fix the problem as soon as possible. From the email above, it appears no effort is being made at all to address the issue, and it is not even one customer but an entire street. While Zuku may be the only viable player in the market now with large fiber footprint, they need to be careful of what will happen when the behemoths like Safaricom get in to the home fiber game in a year or so. I can see clients leaving Zuku. The issue about the price is a very big joke, because then there is no option to pay higher prices for better connection. If this option was there, probably we shouldn't be having issues of outage-optimized service. Most people would pay more for better service. Ever wonder why many people don't stick with Yu or Airtel with their free or cheaper calls? To the best of my knowledge, the Zuku server that cost KES 1,999, 3,999 and 9,999 is all the same service with different names. People who pay KES 1,999 claim to sometimes get better speeds than those on R20 paying KES 9,999. Anyway, for now, Zuku users have to tolerate Zuku until a viable alternative is available.
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.
http://zuku.co.ke/triple-play/terms-conditions.html
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 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ I can't hear you -- I'm using the scrambler.
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"Force Majeure" applies to factors beyond anyone's control, like earthquakes, floods, nuclear catastrophe. I don't think failure of KPLC even comes close to begin called Force Majeure. I assume they pay KPLC for these way leaves to use the poles and as such are entitled to an SLA which they could pass over the clients. KPLC is many bad things but it is sacrilegious to compare it it 'Force Majeure' or act of God.
Interesting and valid, so how would zuku feel if KPLC sends them a bill for the time they don't have power. Isn't that what's happening to its customers? Sham From: skunkworks-bounces@lists.my.co.ke [mailto:skunkworks-bounces@lists.my.co.ke] On Behalf Of Philip Musyoki Sent: November-26-12 3:02 PM To: Skunkworks Mailing List Subject: Re: [Skunkworks] More Zuku Woes -- "Force Majeure" applies to factors beyond anyone's control, like earthquakes, floods, nuclear catastrophe. I don't think failure of KPLC even comes close to begin called Force Majeure. I assume they pay KPLC for these way leaves to use the poles and as such are entitled to an SLA which they could pass over the clients. KPLC is many bad things but it is sacrilegious to compare it it 'Force Majeure' or act of God.
On Mon, Nov 26, 2012 at 3:36 PM, Sham Kanji <shamhad@kanji.ca> wrote:
Interesting and valid, so how would zuku feel if KPLC sends them a bill for the time they don’t have power. Isn’t that what’s happening to its customers?****
Strictly speaking, you actually pay KPLC even when you have no power, though this equates to a relatively small amount. This is in fixed amount charged every month, I forget what its called, "surcharge" something, but I am 100% sure its in the bill. Last time I checked, it was like 75 bob. Of course, this is not comparable to Zuku's charge for no internet :-)
I think what Sham means is that KPLC does not put on your bill *KSHS 2000 "for those 25 units you did not use"* On Mon, Nov 26, 2012 at 3:49 PM, Peter Karunyu <pkarunyu@gmail.com> wrote:
On Mon, Nov 26, 2012 at 3:36 PM, Sham Kanji <shamhad@kanji.ca> wrote:
Interesting and valid, so how would zuku feel if KPLC sends them a bill for the time they don’t have power. Isn’t that what’s happening to its customers?****
Strictly speaking, you actually pay KPLC even when you have no power, though this equates to a relatively small amount. This is in fixed amount charged every month, I forget what its called, "surcharge" something, but I am 100% sure its in the bill. Last time I checked, it was like 75 bob.
Of course, this is not comparable to Zuku's charge for no internet :-)
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-- __________________________________________________________________________ Out of clutter, find simplicity. From discord, find harmony. In the middle of difficulty, lies opportunity ~Albert Einstein Eva Kimathi
Here we go again, good luck in getting a credit, I was out for 2 weeks, if I was on the R20 plan, that means I would have paid 5000 to zuku for services and 5000 for non-service. This is the way the customer will look at it. If an ISP goes down for a day, I don't think I am wrong in assuming that most people will tolerate that, but when it's a week or two? Its not fair and whatever their calculations, the customer doesn't figure into it; no pun intended. Sham From: skunkworks-bounces@lists.my.co.ke [mailto:skunkworks-bounces@lists.my.co.ke] On Behalf Of ashok+skunkworks@parliaments.info Sent: November-26-12 1:45 PM To: Skunkworks Mailing List Subject: Re: [Skunkworks] More Zuku Woes -- 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. http://zuku.co.ke/triple-play/terms-conditions.html 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 <http://www.zuku.co.ke/> _______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------ Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24 <http://my.co.ke/phpbb/viewtopic.php?f=24&t=94> &t=94 ------------ Other services @ http://my.co.ke -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ I can't hear you -- I'm using the scrambler. _______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------ Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24 <http://my.co.ke/phpbb/viewtopic.php?f=24&t=94> &t=94 ------------ Other services @ http://my.co.ke
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.
http://zuku.co.ke/triple-play/terms-conditions.html
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
_______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
-- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ I can't hear you -- I'm using the scrambler.
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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. 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.
http://zuku.co.ke/triple-play/terms-conditions.html
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
_______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
-- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ I can't hear you -- I'm using the scrambler.
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-- Regards, Mark Mwangi markmwangi.me.ke
Here is a further response from Zuku -- I have asked for documentary proof for KPLC claim -- lets see how it goes. ---------- Forwarded message ---------- From: Wananchi Billing <billing@ke.wananchi.com> Hello Ashok , Thank you for contacting the billing team. We run a cable network and the network of cable run in most areas, on Kenya Power poles. There was a lot of maintenance work evidently going on on __________ and it's environs and our cables were cut and lying on the ground. This was not our wish and we apologise sincerely. We did indeed do our best to restore the service after the Kenya Power maintenance work was over. Please bear with us as we continue to take all the reasonable step to provide you with uninterrupted service. Thank you and regards, Sammy Wainaina, 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 On 26 November 2012 17:04, Mark Mwangi <mwangy@gmail.com> wrote:
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.
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.
http://zuku.co.ke/triple-play/terms-conditions.html
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 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ I can't hear you -- I'm using the scrambler.
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-- Regards,
Mark Mwangi
markmwangi.me.ke
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participants (9)
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ashok+skunkworks＠parliaments.info -
Eva Kimathi -
Jared Koyier -
Mark Mwangi -
Michael Bullut -
Odhiambo Washington -
Peter Karunyu -
Philip Musyoki -
Sham Kanji