Is it impossible for Kenyan companies to give guarranteed quality service? I thought the problem afflicted only startups who are mainly product-oriented before they learn to be customer-oriented. I figured its a cost issue for startups, as much as they'd like to guarantee their products, they just can't afford it. But even large Kenyan companies, with entire CRM departments and support departments can't seem to deliver top-grade service. Just the other day I signed up with an ISP who guarantees 99.8% uptime. Roughly translated this means that in the span of a month they can only be down for one and a half hours. Two days after using the service they went down for two- and-a-half hours. On complaining they mumbled something like "...maintenance...sorry we didn't inform you.."
Followed up from Laying the Groundwork for a rural cyber I've finally got around to writing this. Thanks for you all who patiently waited. Although I approached the project as an "internet consultant", I soon realised I would need to implement the whole spectrum of tasks required to get the cyber running. I spent almost a week laying the structured cabling, installing the software, and configuring the network. Most of the work I was doing for the first time (e.g. drilling holes in concrete to fix the trunking screws) and most of it was hard, but all of it was enjoyable. I needed to prove the project was implementable with minimal human resources (if it was going to work elsewhere). With an eye on both troubleshooting by the owner and future projects I prepared detailed How To manuals for most of the tasks. So the day finally arrived, November 17th I connected all the PCs to the internet. The results were incredible, the speeds were nearly as good as my 256K broadband conn
Comments
But we all (probably just some of us) know better now. Businesses must catch up.
This needs to stop. I think one of the problems is a fragmented market that might making other potential entities shy away from getting into the gravy train. If they were more innovative the market is already there with excellent customer service.