JS
Jarryd S
1 reviews | Active since Oct 2014
03 Oct 2016, 18:14
Disgusted ADSL client
<p>It's taken over a month for me to get my ADSL line converted to an ISP (Axxess who have also done nothing to follow up) and I am still waiting. My order was logged onto Telkom's system on 1 September 2016. </p> <p> </p> <p>I must have spoken to over 20 different people at Telkom. Every time I'm promised resolution only to be disappointed. Every time I phone there's a new reason for the delay. When I don't phone the process stagnates due to system errors that don't get flagged and addressed.</p> <p> </p> <p>After eventually having my case escalated to three different supervisors (all of whom's details I have kept) I am still waiting.</p> <p> </p> <p>I am beyond frustrated with the incompetency and failure of Telkom's internal processes.</p> <p> </p> <p>If I'm not satisfied with the response on this I will be naming and shaming all those whose details I have taken down over the past month.</p>
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Replies (3)
Telkom's replyOfficial
04 Oct 2016, 10:17Thank you for making contact with us.
Please be assured that this matter has been escalated to our ADSL Team, feedback will be provided.
Your reference number is
We apologize for any inconvenience caused.
Regards,
Busi
Telkom Social Media Team
***
Best regards,
Telkom's reply04 Oct 2016, 10:17
Official
Thank you for making contact with us.
Please be assured that this matter has been escalated to our ADSL Team, feedback will be provided.
Your reference number is
We apologize for any inconvenience caused.
Regards,
Busi
Telkom Social Media Team
***
Best regards,
Telkom's replyOfficial
04 Oct 2016, 10:18Your reference number is AI***.
Best regards,
Telkom's reply04 Oct 2016, 10:18
Official
Your reference number is AI***.
Best regards,
JS
Jarryd S's updateReviewer Update
05 Oct 2016, 10:46Hi
Thanks for your response, but it does not help to create a reference number if nobody follows up or resolves the issue. When I called the ADSL call centre yesterday they weren't even able to find my reference on the system.
After two more attempts and close to 45 minutes of holding on I finally managed to speak to the supervisor who has been trying to assist me (at 17:40!). The response I got was that her IT contact had not been able to resolve my issue, since, due to Telkom's incompetence and system autotomation, my order has been placed on a 7 day (either working or calendar day - they could not tell me) hold So, the response from Telkom is that my issue cannot be resolved and that I must wait for the end of the 7 (working / calendar - who knows!) days to expire. I never once requested a 7 day hold - apparently this is a system automation, so Telkom is creating it's own issues which it cannot even bypass!!!
If I could give a zero rating to Telkom I would!
What is your solution to my problem (which is now 35 days old and counting!)?
JS
Jarryd S's update05 Oct 2016, 10:46
Reviewer Update
Hi
Thanks for your response, but it does not help to create a reference number if nobody follows up or resolves the issue. When I called the ADSL call centre yesterday they weren't even able to find my reference on the system.
After two more attempts and close to 45 minutes of holding on I finally managed to speak to the supervisor who has been trying to assist me (at 17:40!). The response I got was that her IT contact had not been able to resolve my issue, since, due to Telkom's incompetence and system autotomation, my order has been placed on a 7 day (either working or calendar day - they could not tell me) hold So, the response from Telkom is that my issue cannot be resolved and that I must wait for the end of the 7 (working / calendar - who knows!) days to expire. I never once requested a 7 day hold - apparently this is a system automation, so Telkom is creating it's own issues which it cannot even bypass!!!
If I could give a zero rating to Telkom I would!
What is your solution to my problem (which is now 35 days old and counting!)?