Bad Service And Misleading Sales Person At Telkom

<p>I recently app**** for a migration on my Telkom smart broadband package 30+30gigs. The lady i spoke to, Tutuko advised me that i need to process an application for this and assured me that this was the correct process to be followed when applying for a higher package. I told her that i am an existing customer and i only want to upgrade to the smart broadband package at 799 a month. She checked availability and all was good.</p> <p> </p> <p>Everything went fine and the application was approved. She advised that once i receive the new package, i need to call Telkom’s call centre to advise them of the migration. She also said that i will keep both routers as the new package comes with a router as well. </p> <p> </p> <p>Upon receipt of the new package, i called Telkom's call centre and spoke to a lady by the name of Queen.</p> <p>I explained the situation to her and she said that when a migration is done, only the sim is changed and you do not receive a new router. I explained that this is the process i was told to follow by Tutuko and she said this is incorrect.</p> <p>From my understanding, Tutuko works for an external company on behalf of Telkom so i would think that she would be the last person i would need to speak to in order to have my query resolved. Queen then told me that she CANNOT help me (how's this for customer service) and needs to refer to Tutuko who is the person who sold me the package to give me a solution. This cannot possibly be the way to deal with a customer complaint?</p> <p> </p> <p>I then told her that i need this to be sorted ASAP as to avoid having to pay for 2 contracts (since i moved to the uncapped deal) and that somebody needs to listen or provide me with the audio recordings of the sales call to understand that i was given the incorrect process to follow. Her response to me was that i need to get MY LAWYERS to obtain voice recordings. I was dumbfounded and thought this is totally ridiculous for a customer to be dealt with in this manner. </p> <p> </p> <p>In addition to the above, i requested that she log a complaint/query on my behalf which she did after placing me on hold for about 5 minutes. The reference number provided to me was 204 461 158. The turnaround time was 72 working hours. This was three weeks ago and still NOBODY has contacted me to have this resolved. I know they have the correct telephone number because received an sms confirming that same has been logged.</p> <p> </p> <p>I have heard bad service horror stories about Telkom and never experienced it for myself until now considering i am an existing customer merely wanting to apply for an upgrade on my package. I hope this matter can be resolved as a matter of urgency to avoid any inconvenience on my side. Would hate to have to pay for two packages when all i wanted was to migrate.</p> <p> </p> <p>Contact me on ********** 365</p> <p> </p> <p>Regards</p> <p>_______________________________</p> <p>Lee-Ryall Scheepers</p>