Wednesday, October 04, 2006
Quality service non-existent in Kenya?
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.."