Zuku announced to subscribers of the service that they will be increasing the monthly costs by 10% for the triple pay packages. And that was not the only thing. They went further to add a 500 bob penalty for reconnection of service should a user fail to pay on time. As they say, this is to ensure that people pay on time. On a prepay service! This was communicated to users with a start time of 1st September for the implementation of the new terms or service. As always the easiest channel for users who feel that this was an unfair move was on social media. Many feel that the customer service channels are a big fail, so do not consider them as an easy option to get solutions.
However, someone at the @zukuofficial did respond to users who asked why this was so. Zuku’s tone told the fact that they were fixated on the changes and not even threats of quitting service would make them go back on their word or consider softening the new terms.
Here is the emailed message I have picked in bits from Kachwanya.com
Furthermore, we are pleased to announce introduction of more convenient and easier to understand Anniversary Billing. As the name implies your billing effective your next subscription renewal shall be on a monthly cycle from the date of sign up and or/payment. All subscription fees will be due in advance of the monthly service cycle. Your invoice will be emailed upon prepayment for the next monthly period of Services. We will henceforth levy a reconnection charge of Kshs 499/- per month for late payments for monthly subscription charges paid after the anniversary billing date.
And another here with extra information:
You are currently on Internet only – 4 Mbps at a monthly subscription of Kshs 1,999/=. With a ten per cent (10%) increase you will pay Kshs 2,199/=. For Kshs 2,000/- more, you could change your subscription to Premium / R8 at only Kshs 3,999/= and enjoy double Internet speeds, 87 TV channels and phone with free Zuku to Zuku calls with affordable local and international calling rates. Zuku Amazing!
The conversation on twitter went in this tone as you can see on one of the conversations with a customer:
As it stands I ain’t paying my subscription for this month. U can collect your equipment on 7th when the current 1 expires
The feedback was:
we have taken note of your request and regret having to loose you as a client *AS
For a moment forget about the typo in the response and focus on the element of the conversation. They don’t care if users consider leaving or not, they got the business so you can shove whatever grievances you have up your.. You get what I mean. See here that they are more than eager to collect your equipment of you feel that you do not like the new terms.
kindly provide us with your account number to enable our field support team retrieve the equipment