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® -----Original Message----- From: Watchman <skunkingrahim@gmail.com> Sender: skunkworks-bounces@lists.my.co.ke Date: Mon, 19 Nov 2012 22:35:50 To: Skunkworks Forum<skunkworks@lists.my.co.ke> Reply-To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> Subject: [Skunkworks] Zuku Internet _______________________________________________ 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 _______________________________________________ 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 <http://my.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 <http://my.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 <http://my.co.ke/> -- Regards Brian Ngure _______________________________________________ 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 <http://my.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.
Am a Happy Zuku Customer I dont know why i do awesome speeds and i can play football manager Online . On Tue, Nov 20, 2012 at 4:57 PM, Sham Kanji <shamhad@kanji.ca> wrote:
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®
-----Original Message----- From: Watchman <skunkingrahim@gmail.com> Sender: skunkworks-bounces@lists.my.co.ke Date: Mon, 19 Nov 2012 22:35:50 To: Skunkworks Forum<skunkworks@lists.my.co.ke> Reply-To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> Subject: [Skunkworks] Zuku Internet
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_______________________________________________ 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****
-- ****
Regards****
****
Brian Ngure****
****
_______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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** **
_______________________________________________ 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.****
_______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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@Benjamin, Be careful you don't jinx it. I used to say the same.
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®
-----Original Message----- From: Watchman <skunkingrahim@gmail.com> Sender: skunkworks-bounces@lists.my.co.ke Date: Mon, 19 Nov 2012 22:35:50 To: Skunkworks Forum<skunkworks@lists.my.co.ke> Reply-To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> Subject: [Skunkworks] Zuku Internet
_______________________________________________ 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 _______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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Skunkworks mailing list Skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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_______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://orion.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 -- Regards Brian Ngure _______________________________________________ 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 _______________________________________________ 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. _______________________________________________ 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
@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®
-----Original Message----- From: Watchman <skunkingrahim@gmail.com> Sender: skunkworks-bounces@lists.my.co.ke Date: Mon, 19 Nov 2012 22:35:50 To: Skunkworks Forum<skunkworks@lists.my.co.ke> Reply-To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> Subject: [Skunkworks] Zuku Internet
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-- Regards
Brian Ngure
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-- 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 ------------
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_______________________________________________ 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.
@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®
-----Original Message----- From: Watchman <skunkingrahim@gmail.com> Sender: skunkworks-bounces@lists.my.co.ke Date: Mon, 19 Nov 2012 22:35:50 To: Skunkworks Forum<skunkworks@lists.my.co.ke> Reply-To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> Subject: [Skunkworks] Zuku
Internet
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_______________________________________________
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-- Regards Brian Ngure
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-- 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://orion.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
_______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://orion.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.
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® -----Original Message----- From: Watchman <skunkingrahim@gmail.com> Sender: skunkworks-bounces@lists.my.co.ke Date: Mon, 19 Nov 2012 22:35:50 To: Skunkworks Forum<skunkworks@lists.my.co.ke> Reply-To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> Subject: [Skunkworks] Zuku Internet _______________________________________________ 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 _______________________________________________ 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 _______________________________________________ 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 _______________________________________________ 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 -- Regards Brian Ngure _______________________________________________ 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 _______________________________________________ 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. _______________________________________________ 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 _______________________________________________ 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. _______________________________________________ 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
@Richard Were, Clearly, you're looking at this from a service providers standpoint.. from the mid 1700's. *W* On Wed, Nov 21, 2012 at 5:37 AM, The Awakening . <txt22ke@hotmail.com>wrote:
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®
-----Original Message----- From: Watchman <skunkingrahim@gmail.com> Sender: skunkworks-bounces@lists.my.co.ke Date: Mon, 19 Nov 2012 22:35:50 To: Skunkworks Forum<skunkworks@lists.my.co.ke> Reply-To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> Subject: [Skunkworks] Zuku Internet
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-- Regards
Brian Ngure
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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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-- 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&t=94------------ Other services @ http://my.co.ke
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-- get to know more about me. *http://about.me/rahiminkara * this list is being *watched.*
I beg to differ. Your SP should be reliable, as a user you just need to enjoy the services not escalate or keep on complaining since your SP is down or not fulfilling their mandate. I need not to know the cable is vandalized, or their redundant link is slow the NOC is down the server has been restarted.......... if they guarantee 98% uptime they need to adhere to that. Analogy if i search on google i expect results i need not to care about what server returned the results. R T21 On Wed, Nov 21, 2012 at 8:37 AM, The Awakening . <txt22ke@hotmail.com>wrote:
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®
-----Original Message----- From: Watchman <skunkingrahim@gmail.com> Sender: skunkworks-bounces@lists.my.co.ke Date: Mon, 19 Nov 2012 22:35:50 To: Skunkworks Forum<skunkworks@lists.my.co.ke> Reply-To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> Subject: [Skunkworks] Zuku Internet
_______________________________________________ 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 _______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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-- Regards
Brian Ngure
_______________________________________________ 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
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-- 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&t=94 ------------ Other services @ http://my.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.
_______________________________________________ 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
_______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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()()()@!@ search for the above and give me the results. My point is, you must at least know what you are searching for otherwise google will be useless to you. Likewise as a client you must know what you have subscribed for. Do not expect very high levels of SLA from only a single last mile to the SP. To get multiple of those you must pay accordingly. RBwana Awakes Date: Wed, 21 Nov 2012 09:09:39 +0300 From: tusker212@gmail.com To: skunkworks@lists.my.co.ke Subject: Re: [Skunkworks] Zuku Internet & Gandhi I beg to differ. Your SP should be reliable, as a user you just need to enjoy the services not escalate or keep on complaining since your SP is down or not fulfilling their mandate. I need not to know the cable is vandalized, or their redundant link is slow the NOC is down the server has been restarted.......... if they guarantee 98% uptime they need to adhere to that. Analogy if i search on google i expect results i need not to care about what server returned the results. RT21 On Wed, Nov 21, 2012 at 8:37 AM, The Awakening . <txt22ke@hotmail.com> wrote: 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® -----Original Message----- From: Watchman <skunkingrahim@gmail.com> Sender: skunkworks-bounces@lists.my.co.ke Date: Mon, 19 Nov 2012 22:35:50 To: Skunkworks Forum<skunkworks@lists.my.co.ke> Reply-To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> Subject: [Skunkworks] Zuku Internet _______________________________________________ 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 _______________________________________________ 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 _______________________________________________ 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 _______________________________________________ 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 -- Regards Brian Ngure _______________________________________________ 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 _______________________________________________ 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. _______________________________________________ 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 _______________________________________________ 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. _______________________________________________ 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 _______________________________________________ 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 _______________________________________________ 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
Yes it gave results. Your search - *()()()@!@* - did not match any documents. Suggestions: - Try different keywords. That is called feed back. that is what we want from the SP. Polite feedback. what we are getting is no feedback. We end up demanding for it, we get rude feedback/ negative comments. On a lighter note i did not get the following results Your search - *()()()@!@* - did not match any documents. Kwani wewe ni mjinga! Suggestions: Feedback · Try different keywords. R T21 On Wed, Nov 21, 2012 at 9:15 AM, The Awakening . <txt22ke@hotmail.com>wrote:
()()()@!@
search for the above and give me the results.
My point is, you must at least know what you are searching for otherwise google will be useless to you.
Likewise as a client you must know what you have subscribed for. Do not expect very high levels of SLA from only a single last mile to the SP. To get multiple of those you must pay accordingly.
R Bwana Awakes
------------------------------ Date: Wed, 21 Nov 2012 09:09:39 +0300 From: tusker212@gmail.com To: skunkworks@lists.my.co.ke
Subject: Re: [Skunkworks] Zuku Internet & Gandhi
I beg to differ. Your SP should be reliable, as a user you just need to enjoy the services not escalate or keep on complaining since your SP is down or not fulfilling their mandate.
I need not to know the cable is vandalized, or their redundant link is slow the NOC is down the server has been restarted.......... if they guarantee 98% uptime they need to adhere to that.
Analogy if i search on google i expect results i need not to care about what server returned the results.
R T21
On Wed, Nov 21, 2012 at 8:37 AM, The Awakening . <txt22ke@hotmail.com>wrote:
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®
-----Original Message----- From: Watchman <skunkingrahim@gmail.com> Sender: skunkworks-bounces@lists.my.co.ke Date: Mon, 19 Nov 2012 22:35:50 To: Skunkworks Forum<skunkworks@lists.my.co.ke> Reply-To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> Subject: [Skunkworks] Zuku Internet
_______________________________________________ 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 _______________________________________________ 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
_______________________________________________ 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
_______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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-- Regards
Brian Ngure
_______________________________________________ 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
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-- 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&t=94 ------------ Other services @ http://my.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.
_______________________________________________ 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
_______________________________________________ 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
_______________________________________________ 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
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If those are results to you then so be it. Feedback yes it gave you. Date: Wed, 21 Nov 2012 09:25:13 +0300 From: tusker212@gmail.com To: skunkworks@lists.my.co.ke Subject: Re: [Skunkworks] Zuku Internet & Gandhi Yes it gave results. Your search - ()()()@!@ - did not match any documents. Suggestions: Try different keywords. That is called feed back. that is what we want from the SP. Polite feedback. what we are getting is no feedback. We end up demanding for it, we get rude feedback/ negative comments. On a lighter note i did not get the following results Your search - ()()()@!@ - did not match any documents. Kwani wewe ni mjinga! Suggestions: Feedback · Try different keywords. RT21 On Wed, Nov 21, 2012 at 9:15 AM, The Awakening . <txt22ke@hotmail.com> wrote: ()()()@!@ search for the above and give me the results. My point is, you must at least know what you are searching for otherwise google will be useless to you. Likewise as a client you must know what you have subscribed for. Do not expect very high levels of SLA from only a single last mile to the SP. To get multiple of those you must pay accordingly. RBwana Awakes Date: Wed, 21 Nov 2012 09:09:39 +0300 From: tusker212@gmail.com To: skunkworks@lists.my.co.ke Subject: Re: [Skunkworks] Zuku Internet & Gandhi I beg to differ. Your SP should be reliable, as a user you just need to enjoy the services not escalate or keep on complaining since your SP is down or not fulfilling their mandate. I need not to know the cable is vandalized, or their redundant link is slow the NOC is down the server has been restarted.......... if they guarantee 98% uptime they need to adhere to that. Analogy if i search on google i expect results i need not to care about what server returned the results. RT21 On Wed, Nov 21, 2012 at 8:37 AM, The Awakening . <txt22ke@hotmail.com> wrote: 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® -----Original Message----- From: Watchman <skunkingrahim@gmail.com> Sender: skunkworks-bounces@lists.my.co.ke Date: Mon, 19 Nov 2012 22:35:50 To: Skunkworks Forum<skunkworks@lists.my.co.ke> Reply-To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> Subject: [Skunkworks] Zuku Internet _______________________________________________ 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 _______________________________________________ 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 _______________________________________________ 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 _______________________________________________ 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 -- Regards Brian Ngure _______________________________________________ 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 _______________________________________________ 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. _______________________________________________ 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 _______________________________________________ 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. _______________________________________________ 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 _______________________________________________ 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 _______________________________________________ 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 _______________________________________________ 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 _______________________________________________ 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
<MY_two_Cents> I think as a country we have learnt to tolerate bad service, from offices to govt offices, from SP's to even our leaders. I think it is fair to complain if the service you pay for is not what you get. I think it is also important to KNOW what you are paying for.. its called cost/benefit analysis. I have fought with several SPs on QOS, and i can tell you for free that if you don't know your stuff, you will never get what you pay for. </MY_two_Cents> ./Sam On Wed, Nov 21, 2012 at 9:15 AM, The Awakening . <txt22ke@hotmail.com>wrote:
()()()@!@
search for the above and give me the results.
My point is, you must at least know what you are searching for otherwise google will be useless to you.
Likewise as a client you must know what you have subscribed for. Do not expect very high levels of SLA from only a single last mile to the SP. To get multiple of those you must pay accordingly.
R Bwana Awakes
------------------------------ Date: Wed, 21 Nov 2012 09:09:39 +0300 From: tusker212@gmail.com To: skunkworks@lists.my.co.ke
Subject: Re: [Skunkworks] Zuku Internet & Gandhi
I beg to differ. Your SP should be reliable, as a user you just need to enjoy the services not escalate or keep on complaining since your SP is down or not fulfilling their mandate.
I need not to know the cable is vandalized, or their redundant link is slow the NOC is down the server has been restarted.......... if they guarantee 98% uptime they need to adhere to that.
Analogy if i search on google i expect results i need not to care about what server returned the results.
R T21
On Wed, Nov 21, 2012 at 8:37 AM, The Awakening . <txt22ke@hotmail.com>wrote:
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®
-----Original Message----- From: Watchman <skunkingrahim@gmail.com> Sender: skunkworks-bounces@lists.my.co.ke Date: Mon, 19 Nov 2012 22:35:50 To: Skunkworks Forum<skunkworks@lists.my.co.ke> Reply-To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> Subject: [Skunkworks] Zuku Internet
_______________________________________________ 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 _______________________________________________ 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
_______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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_______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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-- Regards
Brian Ngure
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-- 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&t=94 ------------ Other services @ http://my.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.
_______________________________________________ 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
_______________________________________________ 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
_______________________________________________ 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
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I really couldn't agree more, however I cannot blame the staff/csr's, they are following protocols/directives. Sent from my iPhone On 2012-11-21, at 9:09 AM, Tusker 21 <tusker212@gmail.com> wrote:
I beg to differ. Your SP should be reliable, as a user you just need to enjoy the services not escalate or keep on complaining since your SP is down or not fulfilling their mandate.
I need not to know the cable is vandalized, or their redundant link is slow the NOC is down the server has been restarted.......... if they guarantee 98% uptime they need to adhere to that.
Analogy if i search on google i expect results i need not to care about what server returned the results.
R T21
On Wed, Nov 21, 2012 at 8:37 AM, The Awakening . <txt22ke@hotmail.com> wrote:
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®
-----Original Message----- From: Watchman <skunkingrahim@gmail.com> Sender: skunkworks-bounces@lists.my.co.ke Date: Mon, 19 Nov 2012 22:35:50 To: Skunkworks Forum<skunkworks@lists.my.co.ke> Reply-To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> Subject: [Skunkworks] Zuku Internet
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-- Regards
Brian Ngure
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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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-- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ I can't hear you -- I'm using the scrambler.
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Guys, gals? We are comparing apples and oranges. I have been a Zuku customer since they started. However, since then and moreso now as my business is more dependant on the net now, have to always have at least one standby ISP. And as for the right place? Let me see, I have a business to run, I already spend at least 20 minutes min a day dealing with ISP drops, then dealing with the switch and back from one ISP to another. Then I used to, and keyword is used to... Spend at least 30 minutes waiting on the phone. More importantly, if I ask to speak to someone in charge, asked at least 30 times this year, I'm put on hold and until today have never spoken to a supervisor. So I email them and I do get a response. Been told all sorts of things but not once have I had anyone see a customer, but a problem. I've had fibre for a year now, still haven't recd my VoIP phone. Even when told twice that I can go and pick it up, when I go, I'm told they will notify me when one arrives. When anyone doesn't respect your time, and when they don't respond in a caring and timely manner, and especially when you are paying and not getting service and told sorry, no credit. Where is the customer service or is it the other way? The customer is servicing the business??? They have had many opportunities to redress this customer, Zuku is not the Internet, they provide connectivity to IT, no pun intended. I am paying for this, not for connectivity to Zuku. I'm now on orange almost 2 weeks, imagine the cost in losses as I'm not getting credited and more importantly haven't had the problem resolved. Again I ask, where is customer service? They as a business have so much potential, if a simple redress of how they deal with issues and changes in policy to ensure fair billing/credit practices. They may still turn viewpoint around, which is what this place offers. Sorry for errors, Sent from my iPhone Sham On 2012-11-21, at 8:37 AM, "The Awakening ." <txt22ke@hotmail.com> wrote:
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®
-----Original Message----- From: Watchman <skunkingrahim@gmail.com> Sender: skunkworks-bounces@lists.my.co.ke Date: Mon, 19 Nov 2012 22:35:50 To: Skunkworks Forum<skunkworks@lists.my.co.ke> Reply-To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> Subject: [Skunkworks] Zuku Internet
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-- Regards
Brian Ngure
_______________________________________________ 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
_______________________________________________ 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.
_______________________________________________ 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
_______________________________________________ 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.
_______________________________________________ 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 _______________________________________________ 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
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®
-----Original Message----- From: Watchman <skunkingrahim@gmail.com> Sender: skunkworks-bounces@lists.my.co.ke Date: Mon, 19 Nov 2012 22:35:50 To: Skunkworks Forum<skunkworks@lists.my.co.ke> Reply-To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> Subject: [Skunkworks] Zuku
Internet
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-- Regards Brian Ngure
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-- 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 ------------
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-- 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&t=94 ------------ Other services @ http://my.co.ke
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�
-----Original Message----- From: Watchman <skunkingrahim@gmail.com> Sender: skunkworks-bounces@lists.my.co.ke Date: Mon, 19 Nov 2012 22:35:50 To: Skunkworks Forum<skunkworks@lists.my.co.ke> Reply-To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> Subject: [Skunkworks] Zuku Internet _______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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-- Regards
Brian Ngure
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-- 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&t=94 ------------ Other services @ http://my.co.ke
_______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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_______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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Print and send to all ISP's Monday staff meetings also send to all newspapers . On Nov 21, 2012 2:23 PM, "Wanjau" <wanjaustev@gmail.com> wrote:
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> <txt22ke@hotmail.com> To: richard.were@yahoo.com; odhiambo@gmail.com; "skunkworks@lists.my.co.ke" <skunkworks@lists.my.co.ke> <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> <odhiambo@gmail.com> To: richard were <richard.were@yahoo.com> <richard.were@yahoo.com>; Skunkworks Mailing List <skunkworks@lists.my.co.ke> <skunkworks@lists.my.co.ke> Cc: "shamhad@kanji.ca" <shamhad@kanji.ca> <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> <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> <shamhad@kanji.ca> To: 'Skunkworks Mailing List' <skunkworks@lists.my.co.ke> <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 <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> <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> <shamhad@kanji.ca> To: 'richard were' <richard.were@yahoo.com> <richard.were@yahoo.com>; 'Skunkworks Mailing List' <skunkworks@lists.my.co.ke> <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 <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> <brian@pixie.co.ke> To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> <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> <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> <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> <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®
-----Original Message----- From: Watchman <skunkingrahim@gmail.com> <skunkingrahim@gmail.com> Sender: skunkworks-bounces@lists.my.co.ke Date: Mon, 19 Nov 2012 22:35:50 To: Skunkworks Forum<skunkworks@lists.my.co.ke> <skunkworks@lists.my.co.ke> Reply-To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> <skunkworks@lists.my.co.ke> Subject: [Skunkworks] Zuku
Internet
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_______________________________________________
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_______________________________________________ Skunkworks mailing listSkunkworks@lists.my.co.ke ------------ List info,
subscribe/unsubscribe
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Skunkworks Ruleshttp://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
-- Regards
Brian Ngure
_______________________________________________ Skunkworks mailing listSkunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribehttp://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Ruleshttp://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
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Skunkworks Ruleshttp://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. _______________________________________________ Skunkworks mailing listSkunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribehttp://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Ruleshttp://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
_______________________________________________ Skunkworks mailing listSkunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribehttp://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Ruleshttp://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
_______________________________________________ Skunkworks mailing listSkunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribehttp://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Ruleshttp://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.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
Well I have never used Zuku but from the various negative complaints i have heard from various customers about them, i doubt i would go for their services not unless they were a monopoly. That said, I believe as an SP failure to be responsive to your customers is the beginning of your downfall. Zuku need to re-strategise on their cust care function. On 15 Dec 2012 06:29, "matere lusitche" <kenyabizideas@gmail.com> wrote:
Print and send to all ISP's Monday staff meetings also send to all newspapers . On Nov 21, 2012 2:23 PM, "Wanjau" <wanjaustev@gmail.com> wrote:
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> <txt22ke@hotmail.com> To: richard.were@yahoo.com; odhiambo@gmail.com; "skunkworks@lists.my.co.ke" <skunkworks@lists.my.co.ke> <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> <odhiambo@gmail.com> To: richard were <richard.were@yahoo.com> <richard.were@yahoo.com>; Skunkworks Mailing List <skunkworks@lists.my.co.ke> <skunkworks@lists.my.co.ke> Cc: "shamhad@kanji.ca" <shamhad@kanji.ca> <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> <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> <shamhad@kanji.ca> To: 'Skunkworks Mailing List' <skunkworks@lists.my.co.ke> <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 <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> <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> <shamhad@kanji.ca> To: 'richard were' <richard.were@yahoo.com> <richard.were@yahoo.com>; 'Skunkworks Mailing List' <skunkworks@lists.my.co.ke> <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 <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> <brian@pixie.co.ke> To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> <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> <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> <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> <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®
-----Original Message----- From: Watchman <skunkingrahim@gmail.com> <skunkingrahim@gmail.com> Sender: skunkworks-bounces@lists.my.co.ke Date: Mon, 19 Nov 2012 22:35:50 To: Skunkworks Forum<skunkworks@lists.my.co.ke> <skunkworks@lists.my.co.ke> Reply-To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> <skunkworks@lists.my.co.ke> Subject: [Skunkworks] Zuku
Internet
_______________________________________________ Skunkworks mailing listSkunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribehttp://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Ruleshttp://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke _______________________________________________ Skunkworks mailing listSkunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribehttp://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Ruleshttp://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
_______________________________________________
Skunkworks mailing listSkunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribehttp://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Ruleshttp://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
_______________________________________________ Skunkworks mailing listSkunkworks@lists.my.co.ke ------------ List info,
subscribe/unsubscribe
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-- Regards
Brian Ngure
_______________________________________________ Skunkworks mailing listSkunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribehttp://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Ruleshttp://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
_______________________________________________ Skunkworks mailing listSkunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribehttp://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Ruleshttp://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. _______________________________________________ Skunkworks mailing listSkunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribehttp://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Ruleshttp://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
_______________________________________________ Skunkworks mailing listSkunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribehttp://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Ruleshttp://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
_______________________________________________ Skunkworks mailing listSkunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribehttp://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Ruleshttp://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
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_______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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I would read through this interesting feeds However I wonder this list is made of Techies (Majority and experts that is) but averagely in a month one or two 'scream painfully' about ZUKU services. So could it be realy a client problem, Realy realy Client???? I doubt..... the truth is some client are bothersome but hey look they create jobs and pay fore service so don't cut the tree that shades the leaves you sweep daily and get paid. you will end jobless...... """@my opinion" On Sat, Dec 15, 2012 at 11:13 AM, Jimmy Thuo <jimmy.thuo@gmail.com> wrote:
Well I have never used Zuku but from the various negative complaints i have heard from various customers about them, i doubt i would go for their services not unless they were a monopoly. That said, I believe as an SP failure to be responsive to your customers is the beginning of your downfall. Zuku need to re-strategise on their cust care function. On 15 Dec 2012 06:29, "matere lusitche" <kenyabizideas@gmail.com> wrote:
Print and send to all ISP's Monday staff meetings also send to all newspapers . On Nov 21, 2012 2:23 PM, "Wanjau" <wanjaustev@gmail.com> wrote:
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> <txt22ke@hotmail.com> To: richard.were@yahoo.com; odhiambo@gmail.com; "skunkworks@lists.my.co.ke" <skunkworks@lists.my.co.ke> <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> <odhiambo@gmail.com> To: richard were <richard.were@yahoo.com> <richard.were@yahoo.com>; Skunkworks Mailing List <skunkworks@lists.my.co.ke> <skunkworks@lists.my.co.ke> Cc: "shamhad@kanji.ca" <shamhad@kanji.ca> <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> <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> <shamhad@kanji.ca> To: 'Skunkworks Mailing List' <skunkworks@lists.my.co.ke> <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 <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> <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> <shamhad@kanji.ca> To: 'richard were' <richard.were@yahoo.com> <richard.were@yahoo.com>; 'Skunkworks Mailing List' <skunkworks@lists.my.co.ke> <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 <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> <brian@pixie.co.ke> To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> <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> <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> <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> <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®
-----Original Message----- From: Watchman <skunkingrahim@gmail.com> <skunkingrahim@gmail.com> Sender: skunkworks-bounces@lists.my.co.ke Date: Mon, 19 Nov 2012 22:35:50 To: Skunkworks Forum<skunkworks@lists.my.co.ke> <skunkworks@lists.my.co.ke> Reply-To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> <skunkworks@lists.my.co.ke> Subject: [Skunkworks] Zuku
Internet
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Skunkworks Ruleshttp://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke _______________________________________________ Skunkworks mailing listSkunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribehttp://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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_______________________________________________
Skunkworks mailing listSkunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribehttp://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Ruleshttp://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
_______________________________________________ Skunkworks mailing listSkunkworks@lists.my.co.ke ------------ List info,
subscribe/unsubscribe
http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Ruleshttp://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
-- Regards
Brian Ngure
_______________________________________________ Skunkworks mailing listSkunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribehttp://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Ruleshttp://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
_______________________________________________ Skunkworks mailing listSkunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribehttp://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Ruleshttp://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. _______________________________________________ Skunkworks mailing listSkunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribehttp://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Ruleshttp://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
_______________________________________________ Skunkworks mailing listSkunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribehttp://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Ruleshttp://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
_______________________________________________ Skunkworks mailing listSkunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribehttp://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Ruleshttp://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.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
_______________________________________________ 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
_______________________________________________ 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
-- MICHAEL A. AKUNGA Cell No: (+254) ( 0) 726 174 815 E-Mail: michaelakunga@gmail.com michaelakunga@yahoo.com Blog: http://michysoft.blogspot.com Skype: michaelakunga
I have had issues and stopped complaining about Zuku Internet! ./Ok3ch Sent from my iPad On Dec 15, 2012, at 11:47 AM, Mickey Mickey <michaelakunga@gmail.com> wrote:
I would read through this interesting feeds However I wonder this list is made of Techies (Majority and experts that is) but averagely in a month one or two 'scream painfully' about ZUKU services. So could it be realy a client problem, Realy realy Client???? I doubt..... the truth is some client are bothersome but hey look they create jobs and pay fore service so don't cut the tree that shades the leaves you sweep daily and get paid. you will end jobless...... """@my opinion"
On Sat, Dec 15, 2012 at 11:13 AM, Jimmy Thuo <jimmy.thuo@gmail.com> wrote:
Well I have never used Zuku but from the various negative complaints i have heard from various customers about them, i doubt i would go for their services not unless they were a monopoly. That said, I believe as an SP failure to be responsive to your customers is the beginning of your downfall. Zuku need to re-strategise on their cust care function.
On 15 Dec 2012 06:29, "matere lusitche" <kenyabizideas@gmail.com> wrote:
Print and send to all ISP's Monday staff meetings also send to all newspapers . On Nov 21, 2012 2:23 PM, "Wanjau" <wanjaustev@gmail.com> wrote:
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® > > -----Original Message----- > From: Watchman <skunkingrahim@gmail.com> > Sender: skunkworks-bounces@lists.my.co.ke > Date: Mon, 19 Nov 2012 22:35:50 > To: Skunkworks Forum<skunkworks@lists.my.co.ke> > Reply-To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> > Subject: [Skunkworks] Zuku Internet > _______________________________________________ > 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 > _______________________________________________ > 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 _______________________________________________ > 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 _______________________________________________ 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
-- Regards
Brian Ngure
_______________________________________________ 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
_______________________________________________ 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. _______________________________________________ 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
_______________________________________________ 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
_______________________________________________ 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
_______________________________________________ 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
_______________________________________________ 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
_______________________________________________ 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
-- MICHAEL A. AKUNGA Cell No: (+254) ( 0) 726 174 815 E-Mail: michaelakunga@gmail.com michaelakunga@yahoo.com Blog: http://michysoft.blogspot.com Skype: michaelakunga
_______________________________________________ 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
Maybe Zuku have (quietly) decided to leave the Internet business to others (Safaricom, Access Kenya, MTN) and concentrate on other business - Triple Play for homes, not Businesses! Just saying. On Sat, Dec 15, 2012 at 2:20 PM, Okechukwu <okechukwu@gmail.com> wrote:
I have had issues and stopped complaining about Zuku Internet!
./Ok3ch
Sent from my iPad
On Dec 15, 2012, at 11:47 AM, Mickey Mickey <michaelakunga@gmail.com> wrote:
I would read through this interesting feeds However I wonder this list is made of Techies (Majority and experts that is) but averagely in a month one or two 'scream painfully' about ZUKU services. So could it be realy a client problem, Realy realy Client???? I doubt..... the truth is some client are bothersome but hey look they create jobs and pay fore service so don't cut the tree that shades the leaves you sweep daily and get paid. you will end jobless...... """@my opinion"
On Sat, Dec 15, 2012 at 11:13 AM, Jimmy Thuo <jimmy.thuo@gmail.com> wrote:
Well I have never used Zuku but from the various negative complaints i have heard from various customers about them, i doubt i would go for their services not unless they were a monopoly. That said, I believe as an SP failure to be responsive to your customers is the beginning of your downfall. Zuku need to re-strategise on their cust care function. On 15 Dec 2012 06:29, "matere lusitche" <kenyabizideas@gmail.com> wrote:
Print and send to all ISP's Monday staff meetings also send to all newspapers . On Nov 21, 2012 2:23 PM, "Wanjau" <wanjaustev@gmail.com> wrote:
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> <txt22ke@hotmail.com> To: richard.were@yahoo.com; odhiambo@gmail.com; "skunkworks@lists.my.co.ke" <skunkworks@lists.my.co.ke> <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> <odhiambo@gmail.com> To: richard were <richard.were@yahoo.com> <richard.were@yahoo.com>; Skunkworks Mailing List <skunkworks@lists.my.co.ke> <skunkworks@lists.my.co.ke> Cc: "shamhad@kanji.ca" <shamhad@kanji.ca> <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> <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> <shamhad@kanji.ca> To: 'Skunkworks Mailing List' <skunkworks@lists.my.co.ke> <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 <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> <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> <shamhad@kanji.ca> To: 'richard were' <richard.were@yahoo.com> <richard.were@yahoo.com>; 'Skunkworks Mailing List' <skunkworks@lists.my.co.ke> <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 <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> <brian@pixie.co.ke> To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> <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> <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> <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> <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®
-----Original Message----- From: Watchman <skunkingrahim@gmail.com> <skunkingrahim@gmail.com> Sender: skunkworks-bounces@lists.my.co.ke Date: Mon, 19 Nov 2012 22:35:50 To: Skunkworks Forum<skunkworks@lists.my.co.ke> <skunkworks@lists.my.co.ke> Reply-To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> <skunkworks@lists.my.co.ke> Subject: [Skunkworks] Zuku
Internet
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-- Regards
Brian Ngure
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-- Best regards, Odhiambo WASHINGTON, Nairobi,KE+254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ I can't hear you -- I'm using the scrambler. _______________________________________________ Skunkworks mailing listSkunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribehttp://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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_______________________________________________ Skunkworks mailing listSkunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribehttp://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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-- MICHAEL A. AKUNGA Cell No: (+254) ( 0) 726 174 815 E-Mail: michaelakunga@gmail.com michaelakunga@yahoo.com Blog: http://michysoft.blogspot.com Skype: michaelakunga
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_______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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-- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ I can't hear you -- I'm using the scrambler.
If you are faithfully paying for a service which isnt being delivered, i suggest you seek a legal solution for your problems On Nov 20, 2012 4:57 PM, "Sham Kanji" <shamhad@kanji.ca> wrote:
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®
-----Original Message----- From: Watchman <skunkingrahim@gmail.com> Sender: skunkworks-bounces@lists.my.co.ke Date: Mon, 19 Nov 2012 22:35:50 To: Skunkworks Forum<skunkworks@lists.my.co.ke> Reply-To: Skunkworks Mailing List <skunkworks@lists.my.co.ke> Subject: [Skunkworks] Zuku Internet
_______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke****
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Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke****
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Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke****
-- ****
Regards****
****
Brian Ngure****
****
_______________________________________________ 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****
** **
_______________________________________________ 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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participants (15)
-
Benjamin -
Jimmy Thuo -
matere lusitche -
Mickey Mickey -
Odhiambo Washington -
Okechukwu -
Philip Musyoki -
richard were -
Samuel Wachira -
Sham Kanji -
Stephen Munguti -
The Awakening . -
Tusker 21 -
Wanjau -
Watchman