Kenyans took to social media to vent their frustrations with "missing service" at the internet service provision firm, Zuku.
Led by Cofek, consumers expressed outrage at Zuku's "efficient disconnection and inefficient reliability of service".
The company, which hardly responds to consumer complaints online, went a notch higher in attempting to ignore the complaints by advertising their services on Twitter.
But things changed when the hashtag
#ZukuExcessiveDownTime started trending. Zuku started responding to individual complaints.
@SokoAnalyst: Hey @ZukuOfficial why promise what you can't deliver? Why seduce a woman you can't give an orgasm really? @ConsumersKenya needs to intervene
@SokoAnalyst: Its indeed sad if firms like @ZukuOfficial can market products based on affordable pricing only for them to screw us up without a care
@SokoAnalyst: Dearest @ZukuOfficial , is this how you treat valued customers? Indeed cheap is EXPENSIVE. Your downtime is way too much. @ConsumersKenya
@HitenVaya: You have the audacity to advertise when you are down?? That's just hilarious 😂. Stabilize your network kwanza! #ZukuExcessiveDownTime
@supanadida: You have the audacity to advertise when you are down?? That's just hilarious 😂. Stabilize your network kwanza! #ZukuExcessiveDownTime
Others asked for refunds: @dwandolo: #ZukuExcessiveDownTime i need a refund on the days i haven't worked including today! false speed promises too @ConsumersKenya
Others riled at Zuku inability to pick calls: @Nyamburawahome: @Zuku_WeCare @ZukuOfficial #ZukuExcessiveDownTime Why can't I reach you on phone? What kind of service is this that I can't even reach you?
@BitrizCodero: @BitrizCodero @Zuku_WeCare @ZukuOfficial Any response regarding my account? Internet ain't working and your lines not working. #ZukuExcessiveDownTime
On its part, Cofek asked Communications Authority to intervene "From #ZukuExcessiveDownTime we demand that the @CA_Kenya invokes invokes relevant law to order no April payments to @ZukuOfficial #12426"
Prominent lawyers Ms Kaari Murungi and Mr Apollo Mboya were among those who complained of Zuku's bad service
ICT Cabinet Secretary further weighed in to a complaint: "Have you formally written to CA on the complaint? If so, I will follow up with them. There are service obligations the service providers" he asked on Twitter
Communications Authority is yet to respond to consumer outrage. It is no clear what action CA will take. It has hardly taken any drastic decision before.
Kenyan consumers pay highly for a slow and poor internet service years after the much-hyped undersea cables arrived.