1 reviews | Active since Jan 2017
Case number ***6 - poor situation handling , zero accountability and delayed fix to my issue
<p>Case number ********** 6 has been open since MArch 2017 and this case was closed 3 times before (under different case numbers) . Some of the agents are rude and unprofessional . Have chatted to more tha 15 agents via Telkom website to get this issue but allthey can do is escalate . </p> <p> </p> <p>1) No reposnsility taken by any managers / supervisors or department heads to whom the issue has been escalted ( i.ef if the issue was escalted as informed by your TELKOM agents) . No concrete feedbacks provided as the case has been active and i have followed up myself several times .</p> <p>2) No one can send an email with dperatment names and person to get in touch to help track the process / give prompt response on time lines when requested when they escalte issues . As a customer i should be able to access the issue / be provided with proof of complaint registration ( without asking but Telkom fails to do so even upon request ) . </p> <p>3) Zero accountability by Telkom staff and its departemnts wehen issues are escalted . The least tehy could so i provide feedback especially when the case is been open for long and me following-up ( poor process managment / complaint resolution ) </p> <p>4) I am experiencing issues with horrid connectivity and yet i have to pay ZAR 1399 on monthly basis without promt and swift fix to the problem . </p> <p>5) I had a technican who visited almost a month back after a great struggle and yet no one updated me post the report he promised to send to Telkom . I was informed by the Telkom technican that once the report was sent ; Telkom will dispatch a new technican to move the Telkom booster that was installed by Telkom previously for better connectivity .This has not yet happened </p> <p> </p> <p>I managed to take snap shots of most of the conversations i have had with Telkom agents . This can be shared with Telkom ( as this is proof enough apart from the date since the case was opened and the case being unresolved till date ) to testify TELKOMS bad commitment to client service post sales of a product </p>
Dear Noleen,
Good morning ,
Thanks for the Reference number . I will keep you updated once your team esstablishes contact and resolves the issue for good .
Best regards
Dear Noleen,
Good morning ,
Thanks for the Reference number . I will keep you updated once your team esstablishes contact and resolves the issue for good .
Best regards
This is unacceptable level of poor service .
i had 3rd party technicals who followed up ; they came in and they re directed the booster as recommended by Telkom . The speed is very poor though the day I'd fix the videos had no lag .
the speed test tonight is 12.7 Mbps and upload 0.9 Mbps.Paying AED 1399 on monthly basis not rciving the kind of service nor speed to run watch streaming videos and game is not acceptable .
Really frustrated and there is no solution from Telkom but they will want to charge me an amount as agreed but will not keep their end of the bargain with atleast an acceptable internet speed .
This is unacceptable level of poor service .
i had 3rd party technicals who followed up ; they came in and they re directed the booster as recommended by Telkom . The speed is very poor though the day I'd fix the videos had no lag .
the speed test tonight is 12.7 Mbps and upload 0.9 Mbps.Paying AED 1399 on monthly basis not rciving the kind of service nor speed to run watch streaming videos and game is not acceptable .
Really frustrated and there is no solution from Telkom but they will want to charge me an amount as agreed but will not keep their end of the bargain with atleast an acceptable internet speed .
The wort is there is no follow-ups from Telkom when I have complained and no process to fats track pace given the facts
1) That the case has been open since March 2017 and the case had been closed three times
2) Highlighted the number of Telkom staff whom the issue was passed and no accountability
3) The first technician did come to test after several followups from my end and nothing came out of It untill I wrote on hello peter
4) Telkom call centre can never have a manager address the issue and all time they promise to get the manager call back and if the several scenarios had only once a manager whom I could talk yet nothing ce out of It apart form " we have escalated the issue "
5) the second technican ( again a third party service ) did the Same like the fort technican To test and said he has redirected the booster position to a tower that Telkom thinks might help in addressing the issue .
Am again sitting with connectivity issue and speed issues . By my right as a consumer if I am not provided the promised service as per the contract while you still make us pay for it am sure I am allowed to hold Telkom liable
I would appreciate if some one could get a solution for my issues at the earliest possible
The wort is there is no follow-ups from Telkom when I have complained and no process to fats track pace given the facts
1) That the case has been open since March 2017 and the case had been closed three times
2) Highlighted the number of Telkom staff whom the issue was passed and no accountability
3) The first technician did come to test after several followups from my end and nothing came out of It untill I wrote on hello peter
4) Telkom call centre can never have a manager address the issue and all time they promise to get the manager call back and if the several scenarios had only once a manager whom I could talk yet nothing ce out of It apart form " we have escalated the issue "
5) the second technican ( again a third party service ) did the Same like the fort technican To test and said he has redirected the booster position to a tower that Telkom thinks might help in addressing the issue .
Am again sitting with connectivity issue and speed issues . By my right as a consumer if I am not provided the promised service as per the contract while you still make us pay for it am sure I am allowed to hold Telkom liable
I would appreciate if some one could get a solution for my issues at the earliest possible
This wait to get this issue resolved is not acceptable . You are breaching the accepted code of service that should be provided ; in my case there is clearly technical issues that TELKOM is incapable of resolving in a timely manner . This poor service yet the high amount that is being charged is not right .
I will want a definite answer to fix this speed and connectivity issue . My download speed was 5.98 Mbps and upload was 3.86 today ( 2nd Aug 2017 by 21:20)
Paying a huge amount for the service but i ain't getting any service to have a decent connection .
If you cant resolve the issue - the contact should be reviewed / i should be allowed to break from this contract due to your inefficient and unacceptable service
This wait to get this issue resolved is not acceptable . You are breaching the accepted code of service that should be provided ; in my case there is clearly technical issues that TELKOM is incapable of resolving in a timely manner . This poor service yet the high amount that is being charged is not right .
I will want a definite answer to fix this speed and connectivity issue . My download speed was 5.98 Mbps and upload was 3.86 today ( 2nd Aug 2017 by 21:20)
Paying a huge amount for the service but i ain't getting any service to have a decent connection .
If you cant resolve the issue - the contact should be reviewed / i should be allowed to break from this contract due to your inefficient and unacceptable service