From An Angry Customer: ZUKU’s Horrible Habits That Are Driving Away Customers

Zuku, it is the end of the road for you and me. I have chosen to put an end to the exploitive relationship you have put me through for the last two years and I need the world to know just how tired I am. I speak for the thousands who are trapped with your WIFI boxes and find it hard to move on since they paid for the installation.

The customer week just came to an end but you seem not to have learned a thing on how to value your customers or treat them right. I have my reasons well outlined and I chose to be a voice to all those customers you take for granted.

Poor Internet Strengths

ZUKU’s Wi-Fi can frustrate you to throwing your router out through the window. The internet has a tendency to disappoint when most needed. Powering on and off several times does not help and only frustrates you further.

It is even more ludicrous how ZUKU expects its customers to check the internet speeds online when they cannot avail the internet strength to do so.

Unreliable Customer Care

ZUKU’s customer care services are pathetic, to say the least. Unlike most organizations that enable customers to call the care desk toll free, ZUKU calls don’t just charge you, they overcharge you!

To add salt to injury, you have to call them so often given their recurring weak internet and the call could go on hold for more than 5 minutes as you wait to get connected to an available agent who at most times is never available.

Clueless Customer Care Agents

A customer care agent should almost always be in a position to leave the client breathing easy. Well, don’t expect too much of that from ZUKU’s, they mostly don’t seem to understand their own craft. A customer care agent will ask you to power the modem on and off if it fails, they are most likely to ask you to hold the call as they hang up and disappear on you. It is not only rude and inconveniencing to the client; it is also a waste of their resources and time.

ZUKU’s customer care agents are mostly in noisy places, where you will hear matatus’ honking and touts calling onto passengers, it is not just difficult to have a conversation but it forces the customer to let go of the customer care agent for fear of inconveniencing or simply the frustration that it is difficult to engage in a conversation.

Hiking of Prices without Prior Notice to Customers

Zuku, this one got my blood boiling. We started off at 1900 shillings, you felt my pockets could be deeper and you pushed it to 2000 shillings, I lay low despite my patience running low, you pushed it to 2200 shillings. At this point, I thought I had enough from you and I called your customer agents who did what they knew best, failed to pick my calls. I let it slide as my anger subsided but now you have chosen to push it to 2500 shillings? Who did you consult or inform on the decision? What makes you think this fuel tax has not raided our pockets dry already? Who are you to decide our household budget without even notifying us?

ZUKU, please come for your modem and allow your customers to be free of your manipulation. Respect your customers and work on your speeds, stop taking Kenyans’ sweat for granted.