A MONTH TO FIX A PROBLEM STILL NOT FIXED - TERRIBLE!!!

Item: Telkom
Rating: 1

I have logged a fault via the Telkom Website on 26 January 2017 at 16:23. A reference number was issued as 89CVK260117 on 26 January 2017 at 16:24. On 28/01/17 an update was received that the fault is in the hands of the technical division. On 29/01/17 the fault was reported as progressed to 25%. On 01/02/17 the report was logged at 50%. On 04/02/17 the fault was at 75%. Progress level was reported on 07/02/17 at 90%. Since then no communication was received regarding the fault. I started calling to find out what the delay may be. I had to use my cell phone as my line was no longer working at all. I incurred a lot of costs holding, explaining and fighting with no good answer at all. Calls were made on: 13/2; 16/2; 17/2; 20/2; 24/2; 25/2 My call of 13/2 was handled by a manager and he told me that they PROMISE the fault will be fixed by 14/2. I put my concern on hellopeter.com on 10 February 2017. The fault was then escalated with reference number AI ********** and also said that feedback will be provided. None received at all. On 17/2 the fault was once again escalated after I called Customer Care with reference number 955623. On 24/2 the customer care official (CCO) said they got hold of the technician assigned and he PROMISE to be at my premises at 8:00 the following morning. At round about 8:45 the following morning, I made a call to enquire the whereabouts of the technician. The CCO then said he will call the supervisor to enquire the whereabouts of the technician. At about 9:15 I called again to enquire the issue regarding the technician. I was told that the technician could not be reached, but the Customer Care Manager (CCM) will inform me as soon as they do. I then went to the technical service offices nearby and ask a technician to get hold of the supervisor as no CCM wants to get back to me. At 10:00 I phoned again without any relief to the problem. I was only told that the problem will now again be escalated. At 16:24 I phoned to enquire why the technician did not commit to his promise. I wanted to speak to CCM. The CCO handling the call told me there is no CCM available and there were no CCM available the whole day as it is weekend. The CCO handling the case, then told me that I will be holding the line for a very long time. He placed me on hold. I made a call-back where Renè helped me. She at least tried to help by escalating the issue (AGAIN!!!) and trying to get hold of the technicians. Today 27/2 I spoke with a Supervisor. He was full of apologies and excuses. He PROMISED me that he will come back with a solution before the end of working day........I am still waiting.......why am I not surprised????? I am paying for a service, but receive none at all. I must also pay my ISP, but without any line Internet Connection is impossible. I have a 12 month contract with my ISP and TELKOM is the only company to give landline access. I feel helpless and that TELKOM is untouchable. They can do what they want whenever they want. Our customers are the ones who suffer and they just do not care – as long as they get paid!!!!!! I now ask – where do I go from here?

Helpful (0)

Replies (0)