Bad Service Call Centre ,*********** staff No service delivery by Openserve.

Order ********** 68A/CM **********

On 24th November 2017, I went to the Telkom Store in Riverside Mall, Nelspruit to do Moved line request. I was assisted by Xoliswa and request was logged and my line deactivated at my old premises. On the 06th December, I received an sms from Openserve that an all-day appointment has been scheduled for their representative on the 08th December. On the 08th December, I spoke to 2 sales agents ( Ntondla and Ayanda) at 10h00 and 14h50 enquiring on the status of the technician. I was informed that call is still open and the technician will come and install the line today between 08h00 and 16h00.The technician has a lot of orders and should be there before 5 pm. At the end of the day, after false promises and No Show by the technician I receive no feedback to why my line was not reconnected.

On the 09th of December, I called the Sales agent to request feedback on why my moved line request was not fulfilled. He informed me that there was a problem with the infrastructure in my area and it was escalated to an Investigation team. I will receive feedback as soon as the investigation was done and infrastructure issue resolved. No Feedback was received! On the 14th of December, I spoke to a Sales agent ( Janice) and I was informed that the remark on the system was that I was not contactable, but nothing about investigation team or infrastructure issues.

On the 16th of December, I received an e-mail from Ndondo Mbatha ( Commercial Back Office) that technicians I trying to call me and to supply an alternative number as the number ********** 304 rings unanswered. My reply to her was that because of the Public Holiday on the 16th (Day of Reconciliation)I was in church and not informed that an appointment was scheduled for the Saturday.On checking my missed calls, there were no other calls logged except her miss call. On the 21st of December, I was informed by the Sales agent that an appointment was scheduled for the 22nd but I received not sms and still no mention of investigation team or feedback! On the 22nd of December, at 11h46 I spoke to the Sales agent, Samantha, an appointment was scheduled for today. There was a problem with cables that needed to be fixed beforehand and has been resolved. At 14h16 a spoke to another sales agent who informed me that the order was still pending in the system and checked if the technician updated the system with issues and there was none. The appointment was still scheduled for 22nd and open on the system. At 15:37 I was informed by Sales agent Thandeka that the technician is at the Exchange in my area working on my line. He will contact me when he is on my premises. At 16h26 Sales agent, Raylene informed me that my order has been sent to our investigation team with regards to infrastructure issues at my new address. It's currently with the department and has just gone to them today. Once they verify the infrastructure issue, they will set up an installation date. She will escalate my order to get a sooner date available to do the installation and I will receive feedback the Saturday or the 27th. Frustratingly different stories and still no technician!!

On the 27th of December at 10h35, I was informed by the Sales agent that she will call the technician that she is able to pick up and ask exactly what’s happening regarding the installation and when the installation actually will take place. After speaking to the technician the only available date for installation will be on the 08th of January 2018 as they are fully booked and no mention of infrastructure issues. The information that she was able to get from her Supervisor was that since the booking was for the 08th, they will ensure from their side that a technician will come through the fulfill moved line request as they have CC their manager requesting that a technician install the line on the booked date as customer has been waiting for month to reconnect services of the line and nothing has happened. On the 08th of January nothing happened, no line was installed, no Feedback was given and still no service!!!!

On the 12th of January, I received more stories, more escalation, more lies, dealing with *********** staff, bad service, No service delivery by Openserve and a whole lot of nothing and yes no line and no Internet!!!!!!!

It is really sad to see that a Powerhouse like Telkom lets the ball drop when it comes to their customers and for customers to follow this route to get better service or service at all. Please provide feedback on the status of my move line request and when it will be fulfilled?