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Leigh B

1 reviews | Active since Jan 2018

11 Jan 2018, 18:11

Broken telephone between Customer service and their Back-office

I placed an online order on Black Friday (24/11/2017) for a Hauwei P10 Lite at 6am in the morning. Within 3 hours Nonkwandlala(from the “Back-office”) phoned to confirm my order. Brilliant! She confirmed my personal details that I had provided online and said that I should get a response soon.

I waited two weeks with no response. So I called 10213. There I spoke with Nolwazi, who informed me that my order had been declined due to “bank verification failed”. She informed me that there was nothing that could be done. I was a bit stunned, so I thanked her and ended the conversation. Then I phoned again later that same day (Hlengiwe) to find out exactly what that meant, “bank verification failed”. She informed me that the banking details they had on “their system” did not match with their fica inquiry. I will save you the transcript and a long story that spans 7 weeks, after several calls to the Call centre (Thobile (27-Dec), Thombukolu (28-Dec), Roxanne (2-Jan), Mandisa, Thobile (4-Jan), Mhlonishwa (8-Jan).

This is what I learnt from my collective conversations. When Nonkwandlala confirmed my online order, she created a system order for me but different to my online order, with someone else’s bank account details and mobile number. That is why I failed the FICA process and they informed/sms’d the wrong number of the failure. Now most of the service agents I spoke with escalated the order, which means they supposedly sent an e-mail to the “Back-office” and to the service centre floor manager (Zakele 28-Dec) who said he would also look into it and get back to me (he has not done so to date). The only person who can re-submitted the order is Nonkwandlala (at the back office), but the Service centre has no way of contacting her at the “Back-office” only via e-mail. They said that they would also e-mail the manager at the back office, Martin Dhludhlu! It’s now the 11 January and I have yet to have a single phone call through this whole process updating me on the current order.

Although customer service agents are very helpful and friendly, not all of them understand what to do when an order is declined. There is no effective communication between customer service and the back-office.

If anyone at Telkom cares to take on my case the Reference is RLP ********** 4001.

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Replies (2)
LB
Leigh B's update08 Feb 2018, 09:31
Reviewer Update
Hi Keagan, To update Telkom on the latest. I created another online order so that the back office can contact me. The following day I received a call from the back office. I told the sales desk that I was not interested in the new product I had placed, but wanted to speak to the original sales lady, Nonkwandlala. He immediatlely put me through to her. Finally I got to speak with her after 6 weeks! She apologised and said that she had been on leave and that she was aware of the situation and promised that she would phone me back. That was the last I heard from her! That was 4 weeks ago. So I have gone back to my Service provider and it took a total of 15 minutes to get a new contract and phone. I keep getting emails from Telkom saying that they are trying to get hold of me. I have not had any miss calls or voice messages from Telkom. My guess is that they are still trying to contact me on the incorrect information captured on their internal order system, which is different to my original online order. Again, there is an issue having two order systems, the online order and the internal order. It sounds like the sales desk cannot make corrections to their incorrect internal orders.
LB
Leigh B's update08 Feb 2018, 09:40
Reviewer Update
Out of interest I phoned the Telkom online help desk to find out about my original order, Huawie P10 Lite. What I found quite disconcerting is that based on my ID that I provided, I have not ordered a Huawie phone or a Samsung phone (which was my **** order to get hold of the sales desk), but I am now told that I have a Huawie Router order attached to my ID. Eesh, I'm afraid I cannot go to Telkom if their system processes do not handle corrections and I suddenly have products attached to my ID that I have not ordered. Next thing will happen is that they charge me for these products and there is no way I can get hold of the correct people to make corrections.