Bad Service

Item: Telkom
Rating: 1

To whom “cares” We (my Wife & I) have been without internet for about 2 weeks now and looks like it’s going for 3. I first called on the 28 July 2016 to report this fault and tried resolving the issue over the phone but with no luck. The agent advised that he/she had logged a fault and a technician will be out to assist, only to find out the next day when I called to follow up that nothing had been done. I then logged a fault with that consultant on the 29th July 2016. On the Saturday 30 July 2016 I decided to go to the Telkom store in Musgrave to check what is happening and the lady over the counter advised again that she cannot pick up any fault log. She helped to call the call centre and I logged a fault manually (self-service) and received an SMS stating that a fault has already been logged on my cell number (a ref number 631CNK290716). Monday 1 August 2016, passes and no technician, decided to call again Thursday 4 August 2016 and the consultant put me on hold for a while (about 9 minutes) but gladly advised she was following up on ref number. She advised that she accolated my issue as she noticed that it’s been over a week already and advised the technician should be able to attend either the same day or the following day which would be Friday. 6 August 2016, a technician arrives ( a black lady) and she does her thing and advises that she thinks it’s the router as her one is working, I no time (less than 10 minutes) she was gone. But, anyways I decide to go spend more money on a new router at Telkom Musgrave, on to find out when I got home and connected the new router and everything I still don’t have internet. Called in again and followed the gentleman's step by step instructions on how to try set up the new router (which I already tried by myself, you would know how to since all you do with Telkom is call in time and time again and eventually you would learn a trick or two) but still no internet and guess what? Another reference number ( ********** 00) is given to me and I get told a level two technician will give me a call shortly. Hehehe, Ok! Sunday afternoon comes and still no call, so I decide to call again (I am on about my 10th call each not less than 15 minutes by the way) and I get Precious Masinga (ref no. 631CNK290716), guess what she does - tries to take me to the step by step on how to reset, and me being polite I follow and tell her that I have already tried that and I need to follow up on my fault log. She tells me that it was cleared and everything should be ok but I still don’t have internet. I tells me that she will log another fault but I really not up for that this time and request to speak to her manager. She cheekily advises that the manager will tell me exactly what she had just told me, I then tell her that I rather hear it from the manager. Without a word she puts me on hold for a good 15 minutes or so. Hehehe, I drop and call back and only to find her again, I politely spoke to her and requested a ref number for the fault logged and asked for the previous consultant’s details. This is not even mentioning all my request for service on twitter (@TelkomCare & @HelloTelkom) to Telkom. I have had the most shocking service experience imaginable. I have been patient and polite to all consultants and thinking and hoping maybe that how I can get help but it doesn’t seem to make any difference and I doubt this will either. I just want what I pay for and that shouldn’t be too much to ask for. Every time one calls Telkom, you have to pray and hope that you will receive good service, not sure whether it be the call centre agents or Telkom’s systems, but whatever it is it SUCKS. I still DO NOT have INTERNET by the way!!! * As I call Telkom again* Pray for me. Yours Sincerely’ Service ID: ********** 211

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