Majority, more than 70% of our readers think that Zuku offers better service and delivers better customer care. Thats a big wake up call to Orange which has been there long enough and has bigger financial muscle to compete effectively in the market.
What is the problem then with Orange?
- Customer Care which rarely responds to queries. I logged a ticket in my EVDO 3G+ Modem account and 2 months later nobody has even touched it. When recently I lost my EVDO password and user-name and I was in Lokichoggio, Orange told me that I had to come to Nairobi to get the password and user-name while they had my email in their account and I begged them just to send me the details through the email without much success.
- And when you get through then you realise that even the customer care attendants dont know much about the products. Had a serious problem with my connection and when I was just almost giving up, I got through to the customer care attendant who told me that I have problems with my EVDO because they had problems with vandals cutting phones lines in my area. EVDO is wireless unless the base station was taken down, phone vandals would do minimal damage to my connection.
- Arrogance by top management. Last year, we had problems with 3 modems which we bought for use in our home office. They were the Internet everywhere Modems which were not making any connection outside the CBD. I called the Marketing Director and he arrogantly banged the phone on me. One lady who is common in one of the ICT fora has the same attitude.
- Over -reliance on old technology. Why is it that Orange still rely so much on Landlines despite the presence of Vandals and Saboteurs who will do anything to get the phone cables? Why not change the game and use other means to reach your clients?
Zuku apparently dealt with the many cases of backlog in CC issues but we doubt if they are over. For now, Zuku tops and Orange fumbles. The game might change and we will be there to watch and judge