Award for the worst service delivery in SA

<p>About a month and a half ago my partner and I went to the Canalwalk Telkom branch to apply for the LTE internet package. My partner gave all the necessary documents and we were told that the contract takes a maximum of 48 hours to be approved. 3 weeks later we had not heard a word and we went back to the branch and enquiried. It transpires that the reason we had not heard from Telkom was that lady who was handling our case (I will not mention her name had not bothered to follow up the application. Tha manager took over our application and we were promised an answer the next day. </p> <p> </p> <p>The following day came and went and again we did not hear anything from Telkom. We tried calling them countless times but no one ever answered the phone at the branch. My partner then got a message saying that the contract had not been approved (which is weird because we met all of the requirements and according to their system fell under an area covered by LTE). </p> <p> </p> <p>At at this point we had given up.. A week later on a whim while shopping at Cavendish we decided to visit the Telkom branch their in the hopes that that store could offer better service delivery. When the significantly more helpful staff member there checked the system it turned out that our contract had been approved from the beginning and we had to return to the Canalwalk branch to pick up our router. By this stage we are very frustrated that no one from the Canalwalk branch had contacted us, but we were relived that we would have wifi. </p> <p> </p> <p>We we went to the Canalwalk branch immediately and were told by the manager that they had tried to call us twice (which is not true as we had no missed calls from them) and if it had been true twice in over a week is inadequate! We are new customers we should be treated better. We pick up the router and take it home without any further instructions. We plug the router in and set it up according to instructions from the website as we weren't given any in store and the wifi worked for two days. Then it stopped. </p> <p> </p> <p>I went to the Telkom direct store in Kenilworth where a technician told me it was not the router or aim that was faulty so I need to call a technician to help me at my home. After spending 1.5 hours in store with no success of deducing why the wifi was not working one of the ladies decided to check our coverage again as a last attempt to try and identify the problem. It turns out we were not covered for LTE and should not have been sold the package in the first place.</p> <p> </p> <p>So I returned home to call Telkom, on instruction by the Kenilworth store, to arrange for a technician to install an antennae. After spending 30 minutes on the phone I finally manage to log a case. The next morning my partner gets a call from Telkom to trouble shoot the router (which by now we have done 3 times with 3 different technicians both in person and over the phone). He is then told that they will not be sending a technician because the antennae won't work and they have to cancel the contract. He says that he would like this done immediately because we need wifi by the 7th May and he is promised a call back in an hour to confirm that this has been done. The morning passes without a phone call (this is a recurring trend clearly) and we decide to go to the Canalwalk branch for the fourth time to cancel the contract in person.</p> <p> </p> <p>When we get to the branch we are told by the manager on duty that the contract has not been cancelled as we were told over the phone and that we would have to wait 21 working days for this to take effect. We ask for the matter to be escalated because we urgently need wifi at home and they promise to do this. We were promised a phone call first thing this morning to follow up on the progress/confirm the cancellation which naturally did not happen! We have tried calling all morning to no avail. </p> <p> </p> <p>Today we we are going to Telkom Canalwalk for the fifth time. It has been two months since we first app**** to get wifi, over a week since we finally received the wifi which doesnt work, and we still have no solution from them. We were sold a product which our area does not qualify for and have wasted time and money traveling between branches to try and rectify the problem as well as trying over the phone. </p> <p> </p> <p>We have received the worst service delivery from the Canalwalk branch. They didn't bother to contact us for three weeks after our initial application, have never called us back when they promised and never answer their phone which forces us to drive from the southern suburbs to Canalwalk. We now have to wait three weeks before we can apply to have wifi at our home.. I am in the middle of my penultimate llb exams and urgently needed the wifi to study at home, my partner and I have had to take time out of work to travel to the Canalwalk branch due to their lack of communication and follow up. And at the end of the daytime issue is still not resolved</p> <p>The day Telkom's monopoly is taken away from them is the day millions of South African's will rejoice. </p> <p> </p>